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Best Buy Employee
Posts: 2,407
Registered: ‎01-09-2015

Re: PS5 AND XBOX X CANCELLED AND I HAVE GOTTEN ZERO SUPPORT, WHO DO I CONTACT NEXT?

I'm not sure what support you're seeking, but I know that cancelled orders cannot be reinstated. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 2
Registered: ‎11-24-2020

Re: PS5 AND XBOX X CANCELLED AND I HAVE GOTTEN ZERO SUPPORT, WHO DO I CONTACT NEXT?

Why can't they be reinstated? For products like this, I think services like that are invaluable and I'm sure many share the same sentiment. The fact that support could not do anything for me but say "Place another order" despite it being extremely limited and me purhasing them at 3AM, it's extremely annoying and infuriating. I haven't been offered anything except "sorry" which is extremely annoying because that assists with absolutely nothing. Horrible customer service in tandem with a horrible system really makes me not want to buy from "Best" Buy again. The fact that I even had to post on this forum only furthers the extent of Best Buy's horrid customer service.

Best Buy Employee
Posts: 2,407
Registered: ‎01-09-2015

Re: PS5 AND XBOX X CANCELLED AND I HAVE GOTTEN ZERO SUPPORT, WHO DO I CONTACT NEXT?

Canceled orders are in a final status and cannot be changed at all.  That's why it cannot be reinstated.  Making a new order IS the only way forward. The moderators here work out of corporate and might be able to provide some insight as to why the order was canceled and how to avoid that.  Please be patient as they work through all of the customers who posted ahead of you, it shows the current queue to be 7-8 days.  They will respond once they reach your post. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 1
Registered: ‎09-16-2015

Change your playstation 5 pick up name, then CANCELLED!!

When you spent a whole night to get a ps5, thne you finally got it.

 

AND WHEN YOU CHANGED THE PICK UP PERSON, THEN THE SYSTEM CANCELLED YOUR ORDER RIGHT AWAY!!!!

 

And saying  "Unfortunately, we had to cancel your order because it has exceeded our orderable quantity limits".

 

But you were the only one who got it, and the pick up did not get one!!.

 

Spoke to live chat and even call the number they provided. Keep kick the ball to each and no help.

 

Then fine, no more bestbuy !!!

 

Posts: 9,928
Topics: 1,443
Kudos: 703
Blog Posts: 0
Solutions: 316
Registered: ‎11-10-2008

Re: Change your playstation 5 pick up name, then CANCELLED!!

Let's be honest here,

 

You had a message that said this

 

Unfortunately, we had to cancel your order because it has exceeded our orderable quantity limits

 

 

I highly doubt a name change would trigger this warning. If it did and BBY had a fault I chance my stance on this situation but that's good they are limiting quantities.

 

So while I'm sorry to hear you were not able to get your PS5 it sounds like Best Buy systems are in check to prevent people from ordering obscene amounts of hard to find items that regular people who really want them need to get.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
Best Buy Employee
Posts: 2,407
Registered: ‎01-09-2015

Re: Change your playstation 5 pick up name, then CANCELLED!!

I could see this as an anti-fraud measure with the name change if the order said something about being unable to verify your information.  The fact that is specifically stated  "Unfortunately, we had to cancel your order because it has exceeded our orderable quantity limits" would be the actual reason for cancellation.  

 

You were bounced around because there is zero that can be done with a canceled order.  The only way to move forward is to make a new order.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎07-04-2010

November 22nd PlayStation 5 Order

I was able to successfully order a PlayStation 5 when it was in stock on the 22nd.  I have attempted to reach out to support through chat twice but they danced around the subject.  I tried to reach out to the store but wasn't able to reach a human.

 

My order was supposed to be ready on the 27th but I was notified the order was delayed.  I just want to know if I need to continue to hunt for a PlayStation 5.  I cannot seem to reach anyone to get an accurate estimate when my order will be fulfilled.

 

I am hoping with my order number someone can help me here.  I will wait for the offer before I release that information.  I am also wondering if anyone else had there order delayed?

Highlighted
New Member
Posts: 1
Registered: ‎12-04-2020

My preordered PS5

I preordered the Play Station 5 in September and it was supposed to be delivered around the release date. However, I got an email from Best Buy on 11/13 that my PS5 was damaged during shipping.

 

This is what was shown on the delivery status.

 

“A hazardous materials irregularity occurred with this package. we'll contact the sender with additional information. The package will be returned to the sender.”

 

I called Best Buy customer service center to check what was going on and they just kept saying the money would be refunded to me without offering any other solutions. I strongly requested for a replacement and not to receive the money back. Finally they negotiated with their supervisor and  confirmed that I could get a replacement definitely. They asked me for the nearest bestbuy location for store pickup. They said I would get a contact within 7 days and gave me the case number. However, two weeks had passed without getting any contact from them. I went to the local Best Buy store on 11/29 to check the delivery status. The customer service staff sent a replacement request for me and they confirmed again that I could get a PS5 and would get a contact in a week. However, when I checked my order status on website on 12/3, I found my order got refunded on 11/30 without my consent. I never confirmed about refunding, so I called customer center again and they transferred to many different staffs but they said they cannot send us a replacement and we would need to re-order it again. How can I do this? It’s been showing “OUT OF STOCK” for a while. Some staff even said the case number doesn’t exist. I asked the call center staff to speak with a supervisor and I asked them why did they first confirmed that I could get a replacement?

They answered that was a mistake (staff’s mistake). I also asked to get a replacement but the supervisor hang up the phone.

 

I am extremely depressed.

I need to get a replacement. If I knew Best Buy’s confirmation was not guaranteed and this was going to happen, I would’ve pre-ordered my PS5 from a different place.

 

I have the case number and order number. If anyone can help, please respond to this.

New Member
Posts: 1
Registered: ‎01-05-2021

PS5

Hi,

 

I've been a Elite Plus bestbuy member for over a decade now, and I want to know why can't I pre-order a PS5 ? i dont care if you wont get some in for a few weeks or a month. but being at your top tier level membership program you would think we could get a heads up, or as I said allow us to pre-order it , because when we do hear that it is in stock three hours later your sold out again.  

 

 I love bestbuy and have always chosen it over Gamestop and Amazon, because I enjoy the people who work there and you have great prices, but whats the point of being a  Elite Plus member if something as easy as being able to pre-order the PS5 when your next shipment comes in isnt allowed?

 

You know how ,much I spend with your business to be in that catagory , so it really makes no sence to me at all.

 

anyhow thank you for your time and have a grea day.