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New Member
Posts: 3
Registered: ‎10-09-2020
Accepted Solution

Private info shared no resolution

[ Edited ]

So i contacted support via chat about an order that was cancelled because of a payment process issue.
I wanted to re order but the sale price is different. I figured it could be fixed
Guy just wasted my time and deliberately sought to get my personal info in exchange for the thought being actually helped.

I made a call and was told that no one would have been able to help with my issue. Not even in chat.. this is horrible, the guy has my address and number

ChatBot (14:46:23 GMT) : Beginning of a non-XXX bots history message(s).
ChatBot (14:46:23 GMT) : XXX-10-09T14:43:15.XXX-00:00USER: BOT:We are connecting you with the next available Agent.
Auto-Generated Message (14:46:23 GMT) : A service technician will be with you shortly
Preston {removed per forum guidelines}(14:46:46 GMT) : Thank you for choosing Best Buy, my name is Preston {removed per forum guidelines}. How may I assist you today?
Visitor (14:48:35 GMT) : Hey, I made an order but payment did not process and I the price of the item is no longer the same. I have different payment methods
Preston {removed per forum guidelines}(14:49:46 GMT) : Oh that's unfortunate Hugo.
Visitor (14:50:18 GMT) : Ummm ok
Preston {removed per forum guidelines}(14:50:53 GMT) : I will surely check in your order and see what best i can help you.
Preston {removed per forum guidelines}(14:51:28 GMT) : To get started could you please confirm the phone number from this order?
Visitor (14:51:44 GMT) : XXX XXX XXX
Preston {removed per forum guidelines}(14:52:48 GMT) : Thanks for the information, Hugo.
Preston {removed per forum guidelines}(14:52:58 GMT) : May I please take 3-4 minutes to look into this for you?
Visitor (14:54:24 GMT) : Ok
Preston {removed per forum guidelines}(14:57:50 GMT) : Hugo I can see that the product you have ordered is got cancelled.
Preston {removed per forum guidelines}(14:58:08 GMT) : Currently the product is no longer available on the website.
Visitor (14:59:00 GMT) : Yes it is I still see it on the website. And I didn't cancel it
Preston {removed per forum guidelines}(14:59:46 GMT) : I understand Hugo, may be the store you selected for the pickup was not available for the product.
Preston {removed per forum guidelines}(15:00:10 GMT) : Not to worry you can reorder the item and I apologies if the price has increased.
Visitor (15:00:24 GMT) : You're joking
Visitor (15:00:30 GMT) : You're not going to help
Preston {removed per forum guidelines}(15:00:54 GMT) : Sure, Hugo. I will help you with it.
Visitor (15:01:19 GMT) : What?
Preston {removed per forum guidelines}(15:01:55 GMT) : May I know if you want to reorder the item?
Visitor (15:02:31 GMT) : Am I going to get it for the sale price
Visitor (15:02:36 GMT) : ?
Preston {removed per forum guidelines}(15:03:26 GMT) : May I know what price you are seeing now?
Visitor (15:03:59 GMT) : XXX.99
Preston {removed per forum guidelines}(15:05:19 GMT) : Okay, and for what price you have ordered it earlier?
Visitor (15:05:59 GMT) : XXX.99
Visitor (15:06:18 GMT) : XXX.46
Visitor (15:06:25 GMT) : With tax total
Preston {removed per forum guidelines}(15:09:08 GMT) : Thanks for the details hugo, allow me 3-4 minutes to check on this and I will provide you best resolution for this.
Visitor (15:17:56 GMT) : Hello?
Preston {removed per forum guidelines}(15:18:22 GMT) : Sorry that it is taking bit longer than expected, please allow me additional 2 minutes while I look into your order details.
Preston {removed per forum guidelines}(15:24:38 GMT) : Sorry Hugo, I have taken longer than expected.
Visitor (15:24:53 GMT) : Ok
Preston {removed per forum guidelines}(15:25:18 GMT) : But I have a good news for you.
Preston {removed per forum guidelines}(15:25:39 GMT) : I can reorder the item at the previous price which you paid.
Preston {removed per forum guidelines}(15:25:49 GMT) : Will it bring a smile on your face?
Visitor (15:26:30 GMT) : Can I try with a different card?
Preston {removed per forum guidelines}(15:27:54 GMT) :  I can place this order on your behalf at the discounted price and share a secure payment link to complete the payment.
Preston {removed per forum guidelines}(15:28:07 GMT) : You can use any of the method you want.
Preston {removed per forum guidelines}(15:28:11 GMT) : Sounds good?
Visitor (15:28:43 GMT) : Ok
Visitor (15:28:48 GMT) : Thanks
Visitor (15:29:47 GMT) : Will it include install as well?
Preston {removed per forum guidelines}(15:30:02 GMT) : I will be happy to help you place this order.
Preston {removed per forum guidelines}(15:30:15 GMT) : Yes it will include all the necessary details.
Visitor (15:31:09 GMT) : Alright
Preston {removed per forum guidelines}(15:40:57 GMT) : Hugo may I know if you want a store pickup or a ship to home.
Visitor (15:41:26 GMT) : Store pick up
Preston {removed per forum guidelines}(15:41:54 GMT) : May I know the name and zip code of the store?
Visitor (15:42:25 GMT) : 16171 Lake Forest Dr Irvine 92618-XXX
Visitor (15:42:45 GMT) : http://stores.bestbuy.com/XXX
Visitor (15:42:50 GMT) : Whoops
Visitor (15:43:19 GMT) : Irvine lake forest
Preston {removed per forum guidelines}(15:43:42 GMT) : Hugo, I am sorry to inform you that no stores are currently available for pickup of this item.
Visitor (15:44:18 GMT) : So then ship to home?
Visitor (15:44:56 GMT) : Says there's one available in lake forest
Preston {removed per forum guidelines}(15:45:32 GMT) : Yes ship to home can be a possible option for this.
Preston {removed per forum guidelines}(15:45:39 GMT) : Should I proceed?
Visitor (15:45:46 GMT) : Yes
Preston {removed per forum guidelines}(15:46:35 GMT) : Can You please provide me your complete address with city and state along with zip code?
Visitor (15:47:16 GMT) : (Im cutting this out)
Preston {removed per forum guidelines}(15:48:36 GMT) : May I know the state?
Visitor (15:48:47 GMT) : California
Preston {removed per forum guidelines}(15:50:03 GMT) : Thank you, I shall now send a secure payment link.
Visitor (15:50:16 GMT) : Ok
Preston {removed per forum guidelines}(15:50:18 GMT) : Please be informed that when you click on the secure payment link, it will open a new browser window for the secure payment form.
Visitor (15:50:55 GMT) : Ok

He disconnected

Highlighted
Posts: 1,032
Topics: 56
Kudos: 260
Solutions: 62
Registered: ‎11-30-2015

Re: Private info shared no resolution

Hi, Hello0,

Thanks for joining our online community.

With all of the things happening in the world, it's understandable that you want to ensure that your private information is being respected and used appropriately. To help with verifying people who are contacting us so that order details or changes aren't being processed without the original purchaser's consent, it is typical for Best Buy to request private information, such as full names, email addresses, phone numbers, billing addresses, order numbers, etc.. This information can be used by the person assisting you to review orders, assist with setting up orders, and see notes previous contacts to Best Buy. You can learn more about the type of information that Best Buy collects and how it is used on our Privacy Policy Hub.

It looks like the chat specialist you were working with was trying to provide you a link to complete your purchase. Can you tell me a little bit more about what happened when you followed the link? Did you encounter an error on the website?

Best,

Fey|Social Media Specialist | Best Buy® Corporate
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Highlighted
New Member
Posts: 3
Registered: ‎10-09-2020

Re: Private info shared no resolution

There was no link.
Highlighted
New Member
Posts: 3
Registered: ‎10-09-2020

Re: Private info shared no resolution

Also I called customer service and the rep said there wasn't anything they could do which led me to believe my time was being wasted with chat. Honestly lame to lose such a great deal and not find a resolution.
Highlighted
Posts: 1,032
Topics: 56
Kudos: 260
Solutions: 62
Registered: ‎11-30-2015

Re: Private info shared no resolution

Hi, Hello0,

I'm happy to look into this in greater detail for you. To get in touch, please send a Private Message with your full name, email address, phone number, and the order number for the cancelled order. You can find a link to send a Private Message in my signature.

Best,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!