Gaming Support

[Zacskyy]

Hey, nevermind. I switched my order to “Store Pickup” instead of shipping and the status went from “Delayed” to “Pre-Order”. Should be fine now!

[tubtub]

I just got the email today saying the order is delayed. Looking at the order on the site it shows if it doesn't ship by June 5th it will be cancelled. Hope I get the fixed email soon

[kappamerc]

Same issue as everyone else.  No follow up email yet.  Seeing as how there were additional sales of the Ellie Edition after my purchase I will be extremely frustrated if my order gets cancelled due to a system error that was reported multiple times for the same produce over several months.

[Spando255]

Unfortunately, there's a 50/50 chance you'll get the e-mail. I was told everything was "fine" with my Cyberpunk pre-order and I'll receive an e-mail. Well, the e-mail never came and my pre-order was cancelled. I'm still livid with Best Buy. I don't want to alarm you, but in the future I'd recommend pre-ordering at a couple of places if you're able since Best Buy is now the least reliable.

[metalmachinez]

I just got the email as well...this had better be taken care of..

[Bill-BBY Retired: Senior Social Media Specialist]

Good Morning, everyone,

Thanks for letting me know that you've received emails regarding your Last of Us Part 2: Ellie Edition.  

First, let me clear up one misconception that some of you may have:  I take absolutely no pleasure in having to report these issues, or in learning that someone's pre-order ends up cancelled despite our efforts to try to fix it.  Believe it or not, I'm a gamer too, and seeing this issue pop up is frustrating to me as well.

That being said, we are working towards a resolution, and we do everything we can to fix the issue each time it has come up.  I';ve already reported these new emails to our support teams, and I expect that they will get this resolved yet today.  I also expect that my previous response will also be true with this version, though depending on how many orders are impacted, they may not send out emails after fixing the orders.

Thanks for your patience,

[metalmachinez]

Thank you

[firsttimecaller]

Registered specifically looking to weigh in on this issue. I received an email as well telling me my game would be delayed and cancelled on the 5th, despite the release not being for an additional two weeks. I understand that this issue is being handled but I am honestly skeptical of it’s being fixed. I understand delays related to COVID19 or similar global issues but this seems to be entirely on Best Buy.

And honestly while it is somewhat of a different issue; a policy of no guaranteed fulfillment is quite embarrassing if you ask me. Don’t book orders you cannot fulfill. What an insane thing to do. People are counting on their items. This has been one bright spot to look forward to at the end of 2-3 awful months in the world. Now I find out I might have to go on eBay and pay double or triple the list price to scalpers to get the edition I want. This would be a huge black eye for bestbuy imo and would probably make me take my business elsewhere moving forward.

[Bill-BBY Retired: Senior Social Media Specialist]

Hello firsttimecaller,

Thanks for chipping in your viewpoint, and I certainly concede it has validity.  When I say that we can't 100% guarantee any pre-order, it's based off our Terms & Condition for BestBuy.com found here.

From those terms:

"Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis."

Thanks for signing up and posting,

[Pend]

I have 3 orders that just alerted delayed today and trying to ship on 6/5, seeing if you can get this looked into. I lost my pre-order for Cyberpunk 2077 Windows CE the same way and need assurance that the same thing won't happen.