05-02-2020 10:04 AM
I've ordered two items lately for curbside service and have had issues with both. On my last order, it was an item I've been waiting to be available for a long time to order. Then I get a message saying it was delayed. That's not a problem, but then I get a message saying my payment couldn't be processed that I needed to update my card information. I checked my Best Buy card account and there were no issues there. However any time I logged in to verify my payment or change it, I kept getting an error saying the service wasn't available. I tried the elite plus number and it just took me to the normal customer service line with over an hour wait. When I thought I finally got through, I got hung up on as soon as the line started ringing to connect me to that agent.
This morning my order was canceled since the automatic system that wouldn't let me update my account wasn't updated.
I've spent a lot of money with Best Buy because I trusted them to be a fast and reliable service. Unfortunately, they are losing that reputation.
05-05-2020 03:32 PM
Welcome to the forum, and thank you for reaching out regarding your experience shopping with us online, choosing our Curbside Pickup. Waiting for an item to become available to order can really test someone's patience, so I'm sure you were ecstatic to snag this when it became available. With that said, I understand the order didn't go as expected when the item was delayed, and then we had trouble charging the card on file, leading to the order's cancellation.
Please know that our dedicated Elite Plus line is intended to assist with My Best Buy related concerns, which is likely why you ultimately found yourself with our regular customer service agents that may be reached at (888) BEST-BUY or (888) 237-8289. I would be happy to take a closer look at this issue with you, so please keep an eye on your inbox in the top right corner of the page for my private message.