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New Member
Posts: 2
Registered: ‎03-08-2022

Hands down the worst ordering experience of my life.

I’m writing this post to give fair warning to anyone considering preordering a game with Best Buy. Top to bottom their service provided to me on my most recent purchase has been a total embarrassment and I could not imagine giving them anymore of my money and I do not believe anyone else should either.

The item I have had issues with was a Horizon Forbidden West Regalla Edition for PS5. I ordered this item September 2021. About a month before the release date I changed residences and went to change my address. This process took nearly two full weeks and COUNTLESS phone calls to customer service. All just to change a shipping address. Thank goodness I was finally able to.

On 2/17 when the game released I knew it did not ship. I contacted customer service to find out what the issue was fearing it was related to my changed shipping address. The customer service rep told me the game had not been released yet. I asked how that was possible? Of course it’s released! Every other retailer has the game on their shelves! Why would it release later for Best Buy? I asked them to check again - and the service rep confirmed to me “street date had not been met.” Ridiculous. I could excuse late shipping but a blatant lie that the game had not been released yet when every other retailer had it is insulting.

The item finally arrived at my house over 10 days late. The box was missing an entire corner and the actual product itself, a collectors item, had shipping stickers and packing for tape all over it. I again contacted customer support to have a replacement sent. This was another confusing multi-day process where I talked to several service reps who all seemed confused.

Eventually I received my replacement item. Somehow it was even WORSE than the first one! It did not have a shipping box AT ALL. It was shipped loose, with no protection, and again with shipping labels attached to the actual product. The item itself was torn, scratched, and worn. I’m not expecting perfection here but the item looks like it went through a tumble dryer before it arrived on my doorstep. It’s just unacceptable.

I contacted customer service and they told me I can either accept a 10% refund or send back the item for a full refund. They will not send me another replacement. Absolutely insulting. Now I’m held hostage to accept their measly 10% off. I can’t refund the item and buy it elsewhere as it was a collectors edition and is sold out everywhere and going for well over retail on sites like eBay.

I don’t think it is unreasonable to expect a NEW item in NEW condition. Again, I’m not seeking a pristine untouched box, but it shouldn’t be visibly damaged and covered in shipping labels and tape! They didn’t even ship the second package in a shipping box! Just stuck it in the mail as-is! I’m not trying to be difficult I just want the item I bought months in advance in new condition!

Everything about this process has been nightmarish and bestbuy has made the absolute BARE minimum to correct it for me. I can’t imagine giving them any of my money ever again and I hope this post can save others from the same fate as mine in the future.
Posts: 335
Topics: 4
Kudos: 4
Blog Posts: 1
Solutions: 7
Registered: ‎10-10-2012

Re: Hands down the worst ordering experience of my life.

Hello, twillis0413 and thank you for sharing this experience with us.

 

I am sorry for the overall challenges you've had with your pre-order and for the difficulties you experienced once the item arrived.  Your concerns are not overlooked and I do apologize that it was not a positive and exciting for you.  Collector edition item are meant to arrive in pristine condition and every measure should be taken to that end.

Can you please send me a private message with your full name, email address and phone number so I can review this experience for you?  I look forward to your message and thank you again.

 

Derald|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Valued Expert
Posts: 8,498
Registered: ‎02-25-2013

Re: Hands down the worst ordering experience of my life.

Sad to hear.

 

However, a part of that is protecting you the customer.

 

it would not be a stretch for someone to get your personal information and try to change the shipping address of something expensive like the Horizon Forbidden West Regalla Edition for PS5

 

And that does happen. 

 

When I owned a business it happened to me.  After that I would not allow address changes after an order was made.

 

Your best bet would have been to cancel the order.  Change your info. Then order it.

 



I am not an employee of Best Buy. All opinions and comments are my own.
I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
New Member
Posts: 2
Registered: ‎03-08-2022

Re: Hands down the worst ordering experience of my life.

I understand what you’re saying, bobberuchi - but there needs to be some avenue for consumers to change their shipping information. I tried it on the website (myself) and then via the online support chat, and THEN via many, many calls to customer support. It was not that the option to change the address didn’t exist; it was that the change would not go through. All of the service reps I talked to tried to change it and just said they could not because it was a preorder.

I also couldn’t cancel this particular item due to its limited nature. It was sold out, so if I cancelled the order I never would have been able to have reordered another one.
Posts: 335
Topics: 4
Kudos: 4
Blog Posts: 1
Solutions: 7
Registered: ‎10-10-2012

Re: Hands down the worst ordering experience of my life.

If you do, can you send that to me in a private message as well?

 

 

Derald|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!