BestBuy.com

[cajohns1]

Hi everyone. I'm wondering if anybody has had experience where all of the following apply:

(1) An Xbox All Access order was approved for financing and placed through Best Buy's website;

(2) The order was cancelled by Best Buy due to a verification error with Citizens One (Xbox All Access finance provider), which was later rectified; and

(3) When attempting to re-order the Xbox All Access bundle through the website or app, the following error is encountered after clicking Place Order:

"Sorry, but this Xbox All Acess [sic] bundle has a quantity limit that you have reached with a previous order."

I've discussed the error message with approximately 10-15 team members (including through my TotalTech Support), but none has heard of the error quoted above, and none has been able to offer a solution. In fact, this afternoon, the support member I spoke with literally shouted at me to go into the store, and a manager will take care of the issue. All the while, I was calmly trying to explain to him that I had already done that—twice. He just kept on repeating “go to the store, go to the store,” whenever I tried to speak. This whole process has given me panic attacks. I’m so upset.

Would anyone be able to provide any insight into how to remove this error so that the order may be placed? I’m a TotalTech member, and I've been trying to resolve the issue over the past two weeks with online chat, telephone tech support, and in-store support. No one has been able to offer a solution. However, importantly, the store manager I spoke with, as well as phone support, agree that the issue does NOT relate to inventory levels. Rather, the issue is my account has been blocked from placing the order, because the system believes I have already placed the order.

For further insight, Browser Devtools disclose that inventory is available. However, after clicking Place Order, an XHR thread pulls an error code stating that the order already exists, which leads to the display of the error message quoted in item 3, above. Hence, the system believes the purchase has already been made.


Finally, please note that Best Buy's financing provider for All Access, Citizens One, has repeatedly confirmed that there is no issue on their end, and the order should go through. I have had six phone calls now with the financing provider—during each call, I’ve been informed that this is an issue on Best Buy’s end.

I’d sincerely appreciate any help that anyone may be able to help. Hopefully, with help from the community, I’ll be able to put this two-week nightmare to bed. I’m nearing the end of my sanity.

Thank you, all,

Chris J.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, cajohns1,

Welcome to our forums, and thank you for sharing your experience with us.  We try to ensure placing your orders online through BestBuy.com is as simple and straightforward as possible, so it’s disappointing to hear you ran into a bit of a roadblock when attempting to place your most recent order with us.

I’d like to take a closer look into this matter and offer any additional assistance I can, however, I’ll need a few pieces of information from you in order to do so.  I’ll ask that you use the blue “Private Message” button in my signature to send me:

• Your first and last name
• Your phone number
• Your email address
• Your cancelled order number

As mentioned, be sure to use the blue “Private Message” button in my signature to get this sent my way.

Hope to hear from you soon,