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Posts: 192
Registered: ‎09-23-2010

Shipping Order Tracking and You: A Self-Help Guide!

Hello everyone!


Welcome to our forum community!  While the pandemic has changed many things about how we shop, with online shopping being heavily impacted; one thing is always constant in that Best Buy takes a lot of orders!  


So, what can you do to help keep yourself abreast of your order status?  Here's some tips that may help:


  1. Jot down your order numbers as you place your order(s).  That way if you don't immediately get your order confirmation, you can still check on the status of your order here until the email confirmation shows up.  With the volume of orders that happen during this time, you may not receive your order confirmation email for a few days.
  2. Checking your order status here is a great way to see where your order is at.  Please keep in mind that because of the volume of orders coming in, it's not uncommon for the status of your order to be delayed as we work through processing them.
  3. Delivery services are generally inundated with packages shipping, so be prepared for possible delays due to volume, weather or both. In some cases, we may choose different carriers to deliver your order.
  4. With the large number of orders coming in, and demand outweighing supply for some products, you may receive delay emails on your order.  We will fulfill your order as soon as we can, but we have no ability to influence how fast your order is filled.
  5. Once your order is with your carrier, checking the provided tracking number will generally provide the best insight into the most up-to-date ETA, along with any delays while in transit. 
  6. If your order has exceeded the Estimated Delivery Date provided in your order shipping email and the tracking information on the carrier’s website hasn’t updated for four or more days, please send a Private Message to one of the specialists on the forums (they are identified by “–BBY” after their name), with your full name, order number, phone number and email address.
  7. Orders generally cannot be cancelled beyond the first 30 minutes after being placed.  You can find more information here.

Please know that due the volume of orders that come in, it's not feasible for us to check every customer's order status within our normal turnaround time (as much as we would like to).  For more immediate assistance, please contact us at (888) 237-8289.


TL; DR #1 - We're able to provide the same information that you can see by checking your order status here. 


TL; DR #2 – If your order has exceeded the Estimated Delivery Date provided in your shipping email and the tracking information on the carrier's website has not updated for four or more days, please send a Private Message to one of our specialists with your full name, order number, phone number and email address.


We thank you for your patience and understanding!

New Member
Posts: 1
Registered: ‎01-29-2021

Item never shipped

I bought an item on Jan. 17th this year. I just checked the tracking number and it's still in pre-shipment. I would like a refund, so how do I do this?

New Member
Posts: 1
Registered: ‎01-30-2021

Package says it was delivered but it didn’t arrive to my adress

I received an email saying that my package had been delivered yesterday but it didn’t arrive. I needed it to arrive on time because today the person receiving it is leaving the country. Please I need an answer because if it doesn’t arrive soon I’ll have to refund.
New Member
Posts: 1
Registered: ‎01-30-2021

Delivery exception on tracking status, unhelpful customer support agents


I got an order that has been delayed. This morning I received a text from Best Buy that My order has been shipped. When I checked on my Best Buy account, the tracking status shows “delivery exception, inaccessible address” but I did not get any calls or text messages from the delivery person about needing directions or such so I chatted with customer support and they kept on telling me that my package will be delivered 2 weeks from now?! I asked them about the tracking status but they didn’t seem to have an idea what I’m talking about. Do customer support agents don’t see the tracking status of my order?
New Member
Posts: 2
Registered: ‎01-31-2021

Delayed Order Delivery

On 1/27 I ordered a Razer Blade 15 Advanced laptop from with my Best Buy credit card. Because the card was new, I called the issuer to make sure there wouldn't be any problems with me making a large purchase. I was assured that my card was active and could be used without any problems. Sure enough, I was able to place the order just fine.


I selected 2 day shipping for my order. I received confirmation of my shipping method but did not receive a tracking number. I called on 1/27 to check on the status of my order and was assured that I would receive it on time on 1/29. On 1/28 I still did not have a tracking number and the Best Buy website did not say that my order was being prepared or had been shipped. I called for a second time on 1/28 and was again assured that I would receive the laptop on 1/29. I did not receive the laptop on 1/29.


I called for a third time late in the evening on 1/29 and was told that the store was working on it and that I would receive my tracking number and a callback from a supervisor on 1/30. I did not receive a tracking number or callback. I called for a fourth time on 1/30 and was informed that it might take up to 48 hours from 1/27 for me to receive an update and that I would hear from a supervisor on 1/31. I did not receive a phone call.


I called for a sixth time on 1/31. I was told that I need to visit a Best Buy store to verify my identity before the order can be shipped. I don't know why they suddenly decided that my identity needs to be verified. I also don't know why they didn't simply tell me to visit the store in any of the previous 5 phone calls about my order. After the phone call on 1/31, I received an email from Best Buy that says my order is delayed and that the store is working on preparing my itmes. So which is it? Is the store working on my items or do I need to visit a store? 


I am very disappointed because I needed to receive this laptop quickly in order to complete a project on time. Additionally, due to the COVID-19 situation, I ordered online to avoid visiting such a large store.  In every conversation I asked to speak with a supervisor but that never happened.  Instead, in every phone call, the representative spoke with a supervisor and then relayed a message to me. I left every phone call with a promise that a supervisor would call me back and that has never happened.  I will visit my local store to make sure my laptop is shipped. But this will be my first and last time ordering from this company.  If I continue to have problems I will simply cancel the purchase and place an order with Amazon.


I hope that you will look into this complaint and improve your process for future customers.

New Member
Posts: 2
Registered: ‎01-31-2021

Re: Delayed Order Delivery


I drove to the nearest store which is 30 minutes from my home. The customer service representative told me that my order should be delivered by 2/14 and that there is no need for me to verify my identity.

After visiting the store, I called customer service for the 7th time. They confirmed that my order will be delivered on or around 2/14 and said that it is impossible to expedite the shipping.
New Member
Posts: 1
Registered: ‎02-01-2021

Never Received My Order

During Black Friday, I ordered 6 movies, totaling $50.64, and they were shipped out in 4 different shipments. I am yet to recieve one of the shipments, everytime I tracked it it would only say that it was awaiting the package. I waited to see if I would recieve it because they said that due to COVID there could be delays, but it's been over 2 months. And now on my order status I no longer have the option to track the package.

Posts: 11,663
Topics: 1,968
Kudos: 1,025
Blog Posts: 0
Solutions: 366
Registered: ‎11-10-2008

Re: Never Received My Order

The best way would be to call 1-888-BEST-BUY and see if you can get a replacement. FYI according to news reports I've watched some people have sent packages to others as early as November and USPS , Fed Ex and UPS still have backlogs.


A rep can easily replace these items.

Former Best Buy Super User Community Veteran since 2008. Please note due to the forum closings, I will no longer be answering posts on these forums. Please visit for support or dial 1-888-BEST-BUY for further assistance.
New Member
Posts: 1
Registered: ‎02-02-2021

Payed for fast shipping

So I paid for fast shipping and now the package will arrive late
Any help on how do I get e refund back?
thanks in advance
New Member
Posts: 1
Registered: ‎02-03-2021

Delayed ordered charged to my credit card

I bought a HP computer tower.  At the time of the order it said it would be delivered by 01Feb21.

Got an email saying it was delayed, and in that email it said my credit card would not be charged until it was shipped.

Got a notice from my Credit Card company that my card was charged.

No email notice pf it being shipped.  Online order status still says delayed.

If I would have known this was going to be such a hassel I would’ve gone elsewhere.