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Regular Member
Posts: 36
Registered: ‎10-02-2017

[Complaint] Online-Only Pre-Orders

[ Edited ]

For the love of all things holy, please start adding ONLINE ONLY infographics on applicable website listings.


I am so sick and tired of driving all the way to the local store to pre-order a game only to be told that it cannot be done in-store. I went to my local Best Buy to pre-order Forza Horizon 4 Ultimate Edition and was told that only the standard version was in the store's system and that I would have to pre-order the ultimate edition online, with in-store pickup as an option.


This is the FOURTH time I've driven all the way to Best Buy to discover this ludicrous nonsense. In hindsight, I should have called ahead beforehand, but one wouldn't think they would have to. Going forward, I'm just going to pre-order all games online with in-store pickup until my Gamers Club membership expires.


This is an absolutely ridiculous situation.

Posts: 5,232
Topics: 76
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Blog Posts: 13
Solutions: 457
Registered: ‎07-27-2015

Re: [Complaint] Online-Only Pre-Orders

Hi macmoosie –


Welcome back to the forums and thanks for posting. I can imagine your frustration with making the trip to your local store, only to find the item you wanted to pre-order unavailable. I’m sure you were excited to secure your pre-order, and wish this hadn’t been a disappointing experience for you. That said, please allow me to provide some clarification here.


As you’ve observed a number of times, many Ultimate or highly Limited Editions of upcoming titles are not eligible to be pre-ordered in-store with a deposit, and are only able to be pre-ordered via I can certainly understand preferring to pre-order with a deposit as opposed to have the full purchase amount authorized up front, but going forward placing your pre-orders online is the best course of action to prevent this from happening again.


We do greatly appreciate all feedback from our valued customers, and I’ll be sure to record your words here at our Corporate Offices to ensure your voice is heard. It is regrettable that these chain of events may affect your decision to do business with us in the future, but we do appreciate you taking the time to share your feedback with us. If you have any other questions or concerns, now or in the future, please don’t hesitate to post again.


Best Wishes,

Michael M|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 49
Registered: ‎10-28-2014

Re: [Complaint] Online-Only Pre-Orders

I understand your point of view BBY but the problem is sometimes online orders a crap shoot of results.  I personally rarely get my promotional email codes from BB if I do online pre-orders.  If it's a code that prints on the receipt I get safer unless the rare times the codes are to be emailed later.  I think what the initial post is requesting at the very least is the ability to purchase the item in the store from customer service for store pick up or home delivery.  Simply being told go away is not the way to capture business.  A large competitor of BB, as well as none gaming companies, have a system in place where if you come in looking for a product they can ring you up at the register and arrange for shipping to home or store pick up to secure that persons purchase. 


Once my GCU runs out I'll probably be taking my business elsewhere for any game that isn't offered 20% off from a certain online retailer or you all don't provide a $10 BB GC simply because the competition(s) all have their act together for consistant service for all things gaming.  I'm sure GCU was basically taking 99% of BB profits from each game sale but was merely a tool for getting business away from competeing companies but once that is gone BB has such an antiquated game ordering system there is no reason for people to come there unless you just have the best Black Friday sale offer for a particulare title.


You're email system hates me for some reason and I've gotten 90% of online promo codes/preorders only through the incredible job the BBY forum reps do but I think it's VERY unfair for the average consumer to be expected to look on a forum when maybe they only buy 2-3 games a year and never get their items if they have similar email troubles or get told bye bye when they head into the store and told go online yourself for the order.