08-21-2020 06:16 PM
Completely unacceptable practices by BestBuy! Yes I am very upset that my phone was delayed, but my wife's phone came in. Other stores have my phone but I have to cancel the current order and upgrade. This looses my preorder promotional which is just bogus.
First the customer service at the store is fantastic! They called me after there hours to let me know my phone was not available but still in transit. That speaks volumes about the inperson skills your store associates have. I throw no blame on the store for this problem. I blame the online system and ordering logistics! Again the associates at my store are just the best and its sad that I have to go to this length to find a resolve for this issue.
The issue is..why can there not be a resolve that gets me the phone out there and doesn't mess up my preorder?
Why is it this store can not get the phone from another store without canceling the current order?
Someone did not send the phone prior to the release date. Why could Bestbuy not notify me that this was going to be an issue? With all of today's technology no one knows where my preorder is????? When it will actually show up!
I could upgrade with my carrier and have my phone tomorrow.. but Bestbuy can't?
I may just cancel both phones and with my carrier. I will never preorder from Bestbuy again if I must do this.
Someone please respond before 8/22
signed Completely disappointed.
Solved! Go to Solution.
08-23-2020 04:29 AM
08-23-2020 11:02 AM
08-25-2020 01:10 PM
I order the Samsung S20+ 5 days ago online, and got an order delayed status, email and text today that it would be over a week before it ships and if it could not be shipped it would be canceled. This was a special rate puchase with the updated cell phone contract already sent over to Sprint, my cell phone carrier, who has already adjusted my account. No one at customer service can get a status on the order beyond "the Carrier hasn't picked it up yet", which if true would have already generated a tracking number for UPS by the BestBuy system. I tried to ask for this issue to be escalated and looked into and I was transfered and a second time hung up on. The customer service is horrible and if the item is ready for pickup by UPS, then it should say that in the system and have an identifing IEMI and Tracking #. Has anyone else experinced this issue. They also would not allow me to modify the order to change the color to an in stock item at my local store for pick-up. Can anyone help with this?
08-25-2020 01:55 PM
Good afternoon, everyone,
Welcome back to our Support Forums, and while I wish your visits were under more fortunate circumstances, I do appreciate you all taking the time to share your feedback with us. Upgrading to a new phone should be an exciting experience, so it’s disappointing to hear your orders may be taking a bit longer to arrive than originally anticipated.
Try as we might to avoid it, please know there can sometimes be circumstances beyond our control that prevent us from delivering your order to you on its expected arrival date. Please know that we’re working to fulfill orders for the Samsung Galaxy Note20 as quickly as we can, and going forward, I recommend keeping an eye on your email inboxes for any updates to your orders.