Gaming Support

[sb191219]

Hello,

I have a pre-order for Cris Tales for the Xbox One that I no longer want. I've had it pre-ordered since 2019, but every time I try to cancel the order (I've tried this many times and for pretty much every possible reason since 2020), I get an error saying that my order can't be cancelled. I've never had a problem cancelling orders in the past, so I'm not sure why this one is suddenly a problem. I even tried contacting a member of Best Buy's support via chat and they were also unable to cancel the order, so I'm guessing something's wrong or broken on a system level here.

The game was released on the 20th of this month, and admittedly out of desperation, I changed the order from a shipment to a pickup order, in hopes that I could wait out the five day pickup time limit and have the order cancelled that way. However, it's been four days since the "final day" that I should have been able to pick up the order, which was July 26th, and the order still has not been automatically cancelled. I'm out of ideas on what can be done on my end, so I would greatly appreciate any and all assistance with getting this order cancelled.

Thank you in advance for any help you can provide.

[CalebH-BBY Retired: Social Media Specialist]

Hello there, sb191219!

Thanks for taking time out of your day to reach out about this! I'm concerned to hear that you're running into issues with trying to cancel this pre-order! It's definitely weird that it wasn't an easy couple clicks. That being said, systematic issues are absolutely possible! I'd be happy to look into this and see what I can do. As a worst case scenario, I can reach out to that store leadership directly and have them manually remove the order. 

To get started, please reach out to me through a Private Message on here and verify your full name, phone number and email address. From there, I can get digging! You can find that Private Message button to the right of my name down below. 

I look forward to hearing back from you!