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Posts: 1
Registered: ‎02-02-2019

TV Delivery - Delayed

[ Edited ]

I ordered a TV on 01/31/2019 (Thursday).  When I ordered, it said we would get it by Saturday, Feb 2 (Sunday is the Super Bowl).  I get a notfication late Friday night saying there is a shipping delay and if they cannot SHIP it by Mar. 3 (one month later), they will let me know and cancel the order.  I called customer service requesting to cancel the order and go to our nearest Best Buy to pick it today.  They can't cancel the order, so they transfer me to the shipping department.  They also cannot cancel the order because it's in the warehouse on a pallet waiting on the carrier (weather delay).  I understand there are circumstances that may delay delievery, such as the weather, but the order is still sitting in warehouse, it hasn't left and everyone is telling me there is nothing they can do about it.  Everyone I talked to at Best Buy and the shipping department were nice.  However, I cannot pick up a TV today to use tomorrow because this one is sitting in the warehouse.  Totally frustrated.  I can be reasonable about picking it up myself even though Best Buy said they would deliever it by today, but Best Buy can't walk into their warehouse and pull the order??  If that is the procedure and/or policy inhouse, it should be changed.  There is so much competion online with the same low pricing and fast shipping, I don't have to make big purchases at Best Buy.  If this TV gets delivered, it maybe the last big ticket item I purchase from Best Buy.  It's unfortunate because I am a loyal Best Buy customer and have been for years.  

Lisa {removed per forum guidelines}

Posts: 7,180
Topics: 115
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Registered: ‎12-23-2016

Re: TV Delivery - Delayed

Hi, Lisa,


Thanks for joining us at the Best Buy Community forums. I’m sorry about the delay in your order.


As noted here, an order can usually only be canceled within the first 30 minutes after it is placed. This also applies to modifications on the order.


If it reached the point where it could not be cancelled, it usually means the order has started the shipping process. While it may not have made it by the time of the game, it should get out to you pretty quickly, I’m guessing.


If you’d like me to check into that order for you, please send me a private message, by using the link in my signature. I’ll need your name, email address, phone number, and order number. If you send that information along, i can also document your concerns so that we can use them to help us improve our service going forward. 



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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