BestBuy.com

[justkeepswimmin]

I ordered an item that was supposed to be delivered in 2 days. 5 days later, and it still hasn't shipped. I can't cancel the order on their site because the "shipping has been processed." Reached out to customer service via chat and was told I can't cancel, and must return it once I receive it. Can someone explain to me WHY this is? I don't want the item anymore, and it hasn't shipped. So cancel the item. I understand if it left with a carrier already, but it clearly has not. It hasn't shipped because of inventory. So why can't you cancel an item you didn't ship, and that you don't even have? I'm guessing this is a way to make it more complicated to return in hopes that people will just keep the item (like they do on those shady sites that dropship from overseas). Not what I expect from a large company. So now I have to waste my time either sending it back or going to the store, when most other companies can simply save you the hassle by cancelling the order. And I guess return labels and hiring staff are cheaper for Best Buy than it is to simply allow cancellations. 

Well, I was frustrated, and told the agent on chat that I will be shopping elsewhere in the future. I half meant it because I still kind of like Best Buy, but was just frustrated. The agent responded with literally, "To be honest, we will not miss the business."

Good to know, because now I will really never shop at Best Buy again. Amazon has much better service. You know that problem you have with people simply using your stores as show rooms for things they want to buy on Amazon, Best Buy? This is the reason why.  

[AndrewB-BBY Social Media Specialist]

Hello, justkeepswimmin,

Welcome to our community forums and thank you for taking the time to let us know about your experience with this order and the chat agent you spoke to. I know when I order something online I hope to have it arrive as quickly as possible so I can understand your disappointment to see that this order was delayed. I would be glad to provide some more information about the order process as well as document your experience here at our Corporate Campus.

As the agent you spoke to may have mentioned, we are generally only able to cancel an order within 30 minutes of it being placed. Based on your message, it sounds like you contacted us after this time frame had passed.

We expect all of our agents to be professional no matter how you get in touch with us. I'd like to make sure information about this chat interaction makes it to the right place. I will need a bit more information in order to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Were you provided a case number that I can use to locate this information? You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your message.