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Posts: 1
Registered: ‎11-16-2019

Why do you sell pre-orders and not ship them?

I preordered a video game for my son in August. It supposedly Shipped Wednesday according to emails Best Buy sent to me. It was supposed to be delivered yesterday but never arrived and is still sitting in your warehouse. Your customer service refused to cancel the order and refund nor would they call to find out why this is happening. This is the second time Best Buy has banked a preorder poorly. It’s a money grab at best. Very disappointed and angry that you’re holding my money and product and not delivering on release date as guaranteed.
Posts: 432
Topics: 34
Kudos: 102
Solutions: 29
Registered: ‎10-03-2017

Re: Why do you sell pre-orders and not ship them?

Hi there, Jt72978! 


Welcome to the Best Buy Support Forums! 


I understand that you have some concerns regarding a pre-order that you placed with us for a game that was recently released. While we do our best to get pre-orders to our customers as close to the item's release date as possible, order delays are possible. For more information, I recommend checking out our In-store and Online Pre-order FAQs article on here for more helpful information regarding pre-orders. 


As for this particular pre-order, it sounds like you still need some assistance and haven't yet received your son's game. We'd be happy to take a look into this for you, and will just need some additional information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

  • Your full name
  • Your phone number
  • Your email address
  • Your order number

To send me a private message, please click the button labeled "Private Message" in my signature below.



Vince|Social Media Specialist | Best Buy® Corporate
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