I had the same thing happen to me. I got the game for a friend and was able to get it. My sister preordered for me, I went and they had them. They said oh we cant give you one despite she gave the receipt and order number. Then customer service kept giving me the run around. Said “Oh if it was not on the order we cant help”. It was not on my order the first time and it showed I preordered it. You cant buy it on the site, and not its not even a part of the site. It should have been automatically added to the order then. Is there some joke roulette wheel randomly picking best buy customers saying which people paying for the preorder now can get it. Best Buy has a terrible customer service. Took me 3 hour for them to figure out the steel book wasnt the preorder code too.