Gaming Support

[CripplerJones]

I'm having a bit of trouble understanding why the digital download codes I purchase from bestbuy.com take so long for delivery, almost always much longer than the many tiers of estimates I'm provided both before and after purchase.

I placed an order for a code around 12:25 AM and it's still in "Preparing" status. Typical responses I've seen from Best Buy support say to check my spam folder. I have, but I'm also monitoring the Order Details page, and my order still says preparing.

This is not my first time having this experience with a digital download code purchased through the Best Buy website. Other retailers provide these codes nearly instantly, often within a few minutes of purchase. I was able to buy two similar codes from Amazon, both of which have already been received and redeemed, hours ago. Unfortuantely, I'm still waiting for my code from Best Buy.

I'm confident I'll receive my purchase eventually, but one of the key selling points of digital anything is the near-instant access. It's been about eight hours since my purchase was made, and yet I still don't have my code.

Could I perhaps get some clarification on why this is the case? Are there plans for Best Buy to improve its digital content delivery system, so there are less delays in customers receiving their codes?

This seems to have been a long-running issue, and I think customers would appreciate getting their digital purchases much sooner after making them versus waiting for hours for something they bought and thought they'd have within 30 minutes, which quickly becomes an hour / four hours / eight hours / 24-48 hours / contact support if you don't get it in a few days.

Thanks in advance!

[SeanM-BBY Retired: Social Media Specialist · Accepted solution]

Greetings, CripplerJones,

Welcome back to our forums!  Generally speaking, your Digital Download should be available to you shortly after your order has been successfully processed, so it’s disappointing to hear there seems to be a delay in getting it to your email inbox.

If you haven’t done so yet, I’d recommend checking out our Game Codes-Read Me First floated post, for steps you can take to get in touch with our Gaming Support team.  Simply follow the steps outlined in that post, provide them the information they’ll need to view your order, and I’m optimistic they’ll be able to get you the code you’re looking for in no time!

Hope this helps,

[CripplerJones]

Thanks, Sean. I've given that thread a look, but it doesn't quite answer my question. It seems to be more focused on "bonus content" and similar codes. This is an in-game currency purchase I made for the game Apex Legends on PC.

On my order page, it still reads "Processing," and when I check my digital library, I don't see the code in there, either. It's been about 16 hours now, and everything I'm seeing is suggesting I might have to wait as long as 2 days before I get my code. That's a very long time to wait for a purchase that should ultimately be delivered in a matter of minutes, especially since I was hoping to use my purchase immediately (or at least within an hour) at the time I made it.

I'll attempt to complete that form, but I was more so hoping to figure out why this takes so long. Is there a reason why digital purchases can take up to 48 hours to be processed? Are there plans to improve Best Buy's systems to expedite the process, this way codes are delivered sooner, similar to the way they are on competitor sites?

Thanks again!

[SeanM-BBY Retired: Social Media Specialist]

Hi, CripplerJones,

Thank you for following up.  Rest assured, our Gaming Support team utilizes the same tools to access full game codes, DLC, or in-game currency, so they should be able to take a closer look into your particular order, and offer any assistance as needed.

With that said, if you’d like to send me a private message with your order number, I’ll be happy to take a closer look, to make sure there isn’t a larger issue.  To send me that order number, you’ll just need to use the blue “Private Message” button in my signature.

Regards,

[CripplerJones]

Appreciate the help. Just sent the private message.

[SeanM-BBY Retired: Social Media Specialist]

Thank you for the quick response, CripplerJones.  I’ll be replying to your message in a bit, which you’ll be able to read by clicking on the orange envelope in the upper right-hand corner of your screen.

See you up there,

[CripplerJones]

Hi! If possible, could you lock/close this thread once you get things settled with the other user?

I keep getting notifications on this topic from a year ago. Thank you!

[hockeycanuckjc Community Veteran]

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@CripplerJones wrote:

Hi! If possible, could you lock/close this thread once you get things settled with the other user?

I keep getting notifications on this topic from a year ago. Thank you!

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If you don't want to receive notifications go on a computer look at the top left hand side of the thread and then select unsubscribe. (Go to the first page of the thread)