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New Member
Posts: 1
Registered: ‎01-25-2019

Tricked and then bad service

I preordered a game that was due out the 25th of January. Every other game I have preordered from
best buy has been delivered on the same day, it is usually a great service. But when I wake up and check the status, it says the package won’t be delivered until the following. I call the customer service line and talk to someone, but they are not helpful at all, mostly trying to pin the situation on me. Maybe I’m being impatient, but when I pay for a service I expect to get what was sold to me. And besides there are other things happening Tuesday that will prevent me from being able to enjoy my purchase. So I say if I can’t have it today then just cancel and I’ll pick it up from the store or somewhere else. But she just laughs and says that even though it hasn’t shipped and will be sitting a warehouse all weekend, the order is too far along to cancel. Are you kidding me?? What kind of bait and switch tactics are you all pulling now? And does she do/say anything to help the situation or make me feel better? No of course not, just says the same thing over again. I interepreted this as “you’re just a stupid customer and there’s nothing you can do about it.”

So it is because of this I will not be shopping at Best Buy anymore. I feel very rope-a-doped right now which is not something I would expect from an organization like this. For the benefit of future customers please try to improve your service.
Best Buy Employee
Posts: 131
Registered: ‎12-26-2018

Re: Tricked and then bad service

I know how it can be frustrating when an order is not fulfilled as promised. A couple weeks back I experienced the same and part of the items couldn't be left outside due to extreme cold weather so that meant rerouting to a pick up location and days later. Did I like it, no. As you said you've always received other preorders on time. But on the other hand due to wherever reasons delays come up and then to find out not a whole lot can be done in terms of stopping the process given the status the order is in. Am sorry you have to wait however I hope you enjoy the game though when you finally receive it.

***Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I cannot look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers***
Posts: 6,945
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: Tricked and then bad service

Greetings dertrebor123,


Thank you for taking the time out of your day to post to our community! We understand noticing that your Resident Evil 2 purchase isn’t going to be fulfilled today is upsetting. We’d be happy to shed some light on this for you.


Orders can only be cancelled after the first 30 minutes of placing your order. This is noted in our Cancel Your Order help guide. It may be possible to cancel them outside of that limited window, but it just depends on the order’s status and where it is in the process. We’re sorry to hear upon calling (888) 237-8289 they weren’t empathic to your situation or opted to shed some further light on this for you.


Our Entertainment Pre-Order FAQs it specifically shares strives to ship pre-orders as soon as they are received in our fulfillment centers. Our goal is to ensure timely delivery of a pre-ordered item on, or around, the actual release date of the product. Please note you’re always welcome to choose a faster delivery method at the time of purchase to ensure you get purchase on a specific date.  Thank you again for your feedback!




Mariah|Social Media Specialist | Best Buy® Corporate
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