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Member
Posts: 10
Registered: ‎04-04-2018
Accepted Solution

Horizon Forbidden West Regalla Edition 3-week delay?!

So, I preordered the Horizon Forbidden West Regalla Edition and after realizing that it hadn’t shipped on release day, I called Best Buy support. I was on the phone with them for 45 minutes been transferred to three different people who all told me that I need to wait until Tuesday and my item wasn’t shipping because they didn’t have it yet.
Then, I got an email from Best Buy telling me that it would not arrive until March 8. This is ridiculous. No one on phone support is willing to help me with this issue but I pre-ordered this game, was told I’d have it on release day and I really don’t want to wait a month to play it. Is there anyone here that can help me?
Member
Posts: 21
Registered: ‎05-21-2015

Re: Horizon Forbidden West Regalla Edition 3-week delay?!

From what you're saying and what I've been reading elsewhere, it seems like this is an issue on Sony's side, so I'd imagine there's only so much Best Buy Support can do.

 

It just sounds like either Sony didn't produce enough (not just for the Regalla Edition but pretty much any edition) or just couldn't get enough copies where they needed to be on time.  On social media and gaming forums, I'm seeing a lot of people say the same thing we're experiencing, regardless of which version of the game they bought or for which platform, if they did in-store pickup or delivery, or if they ordered from a different retailer.

 

I pre-ordered the PS5 special edition for delivery six months ago, and my order is in limbo too.  I'm extremely disappointed, but at the same time, if Sony didn't send many/most retailers enough copies to fulfill all their preorders, I can't really be miffed with Best Buy.

Member
Posts: 10
Registered: ‎04-04-2018

Re: DO NOT use Best Buy for pre-orders

Best Buy support: do you have anything that you can do to assist me with this? Can you please just acknowledge this mess? Hello?
Member
Posts: 10
Registered: ‎04-04-2018

Re: DO NOT use Best Buy for pre-orders

I posted days ago and no one is responding.
Posts: 5,104
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Registered: ‎11-29-2016

Re: Horizon Forbidden West Regalla Edition 3-week delay?!

Good afternoon, Doveshack,

 

Welcome back to our forums, and thank you for sharing your experience with us.  Regardless of the game, I know whenever I place a pre-order, I hope to get my copy of the game as soon as possible, so I can jump in and start playing right away.  With limited editions like the West Regalla Edition of Horizon Forbidden West you’ve ordered, it’s especially disappointing to not receive it on the date expected, and I completely understand your frustration with this experience. 

 

While we strive to ensure every pre-order is delivered to our customers as close to release day as possible, and are able to hit this mark a vast majority of the time, please know that there can sometimes be circumstances beyond our control that prevent us from hitting that mark. 

 

Going forward, I recommend continuing to keep an eye on your email inbox for any updates to your order, and I’m optimistic you’ll be receiving your copy of Horizon Forbidden West Regalla Edition soon.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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Trusted Member
Posts: 78
Registered: ‎04-07-2015

Re: Horizon Forbidden West Regalla Edition 3-week delay?!

Generally I have found pre-ordering through BestBuy to be very very hit or miss compared to every single other vendor. It is almost always in your best interest to order from a second place as well just in case.

 

They ended up canceling my Forbidden West Special Edition preorder and said in an email:


We had a system issue and the Horizon Forbidden West Special Edition PlayStation 5 game you pre-ordered is no longer available. We’ll credit your account for the canceled item and the order amount will be refunded to your original payment method, including credit card, debit card, or another method of payment.



I would like to add though that unlike past times I have encountered this, this time they did fully apologize for the issue and made up for it with a $70 gift card to fully cover the cost of buying the standard version of the game. Yes it is extremely frustrating to not get the special edition like initially planned, but at least there was a real attempt to apologize instead of just a Sorry, deal with it. Like all the past times this happened.