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Posts: 1
Registered: ‎03-22-2021

Item ordered then cancelled

Yesterday, I used my rewards and ordered a keyboard that was available as an open box item.  When the order was confirmed, it was immediately cancelled.  I thought the reason was that the keyboard was no longer available.  However, I went back to item and wouldn't you guess it, the item was still available as an open box item.  I tried ordering a second time but my rewards was no longer available.  When I reached out to Customer Care chat, they informed me that the rewards would be back in my account in 10-15 days.  When asked if there was anything they could do to help me get those rewards back and pruchase another keyboard, they said no that is policy.  Why I am being made to wait for my rewards when the error was not of my doing?  The item page clearly said it was available for purcahse not once, but twice.  Now I can't use my rewards for this item until 10-15 days time.  I asked for a transcript of the conversation with Customer Care and conveniently it has not arrived in my email.  Lucky enough I was able to copy and paste the chat before it closed.  Below is that transcript.  Can anything be done about this?

 

Hello.

  1. 7:37 p.m.

Virtual Agent:

Hi, I am your automated Agent. Select an option or type your question below.

  • Help with a Purchase
  • Computer Question
  • My Best Buy Rewards Points
  • My Best Buy Account
  1. 7:37 p.m.

Donna M:

Connected with a live agent.

  1. Donna M:

Thank you for choosing Best Buy, my name is Donna M. How may I assist you today?

  1. 7:37 p.m.

You:

Hello

  1. 7:37 p.m.

Donna M:

Hi!

  1. 7:37 p.m.

You:

how's your evening so far?

  1. 7:38 p.m.

Donna M:

Very good, thank you for asking!

  1. Donna M:

How about yours?

  1. 7:38 p.m.

You:

where are my manners, I'm Karlos S. and my day is going very well with this warm weather

  1. 7:39 p.m.

Donna M:

Nice!

  1. 7:39 p.m.

You:

I had questions regarding order # BBY01-********8312

  1. 7:39 p.m.

Donna M:

Hi Karlos with K is the first time I see it with a K!

  1. Donna M:

How can we help you with that order?

  1. 7:40 p.m.

You:

lol trust me it want my idea at all

  1. You:

wasnt*

  1. 7:40 p.m.

Donna M:

hahaha

  1. 7:40 p.m.

You:

so, I just purchased that order and not 10 seconds later it was cancelled

  1. You:

and yet the item is still available on the website

  1. 7:41 p.m.

Donna M:

Oh no!

  1. 7:41 p.m.

You:

;'(

  1. 7:41 p.m.

Donna M:

Do you want to know why it was cancelled?

  1. 7:41 p.m.

You:

yes please for starters

  1. You:

i have an idea but just want to confirm

  1. 7:45 p.m.

Donna M:

Karlos I am not able to find the main reason

  1. Donna M:

Another department can check with more details.

  1. 7:46 p.m.

You:

oh wow. A mystery!

  1. You:

that certainly wasnt what i was thinking lol

  1. 7:46 p.m.

Donna M:

No is just that at sales we do not have access to all the information

  1. Donna M:

Only the customer care

  1. 7:46 p.m.

You:

I see

  1. You:

so how do we contact them?

  1. 7:47 p.m.

Donna M:

Let me get you over to one of our specialists as they have the best tools to help you out with this. Don’t worry, the next agent will be able to see our conversation so you won’t need to repeat anything!

  1. 7:47 p.m.

You:

excellent

  1. 7:47 p.m.

Gwen S:

Connected with a live agent.

  1. Gwen S:

Thank you for choosing Best Buy, my name is Gwen S.

  1. 7:48 p.m.

You:

hello Gwen! My name is Karlos S.

  1. 7:48 p.m.

Gwen S:

Hello karlos!

  1. 7:49 p.m.

You:

I was told you would know everything and that i wouldnt have to tell you what I told the previous chat person all over again

  1. You:

which is why im now thinking 'why did you tell her your name? she already knows!'

  1. 7:53 p.m.

Gwen S:

Please allow me 2 minutes, while go through previous chat.

  1. 7:53 p.m.

You:

sure

  1. 7:54 p.m.

Gwen S:

Thank you.

  1. Gwen S:

I will quickly check that and help you out with this.

  1. 7:56 p.m.

You:

ok

  1. 7:57 p.m.

Gwen S:

May I please have 1-2 minutes to look into this for you? I appreciate your patience.

  1. 7:57 p.m.

You:

sure

  1. You:

just folding clothes here lol

  1. 7:58 p.m.

Gwen S:

That is multitasking, WOW.

  1. Gwen S:

Thank you for staying online.

  1. 8:02 p.m.

You:

no problem

  1. 8:03 p.m.

Gwen S:

I've seen and checked that, The open box which you've ordered is no longer available. That is the reason it has been cancelled.

  1. 8:05 p.m.

You:

yup. But when i went back to order another one, (1) the same item what available again and (2) my rewards were unavailable to purchase it a second time

  1. You:

was*

  1. 8:06 p.m.

Gwen S:

No worries, you will receive a refund as well as your reward points.

  1. 8:07 p.m.

You:

I understand that, but will it be available to me right now so that i can order it to have it delievered tomorrow to my home?

  1. You:

and also, why is the open box item showing available for purchase when it is no longer available?

  1. 8:09 p.m.

Gwen S:

Even if you reorder it, It will get cancelled. Sometimes our website faces the technical issue due to it won't get update.

  1. 8:10 p.m.

You:

That i understand. And what of the rewards issue?

  1. 8:12 p.m.

Gwen S:

You will receive it with the refund.

  1. 8:12 p.m.

You:

but will that be right now is the question

  1. You:

i don't see it in my account and i'm trying to buy the item again

  1. 8:13 p.m.

Gwen S:

No, you will receive with in 10-15 days.

  1. 8:13 p.m.

You:

what?

  1. 8:13 p.m.

Gwen S:

Yes, I can understand.

  1. 8:13 p.m.

You:

thats terrible

  1. You:

I want to use it now for the item and I cant because of a mistake I didnt make?

  1. 8:16 p.m.

Gwen S:

I can understand how it feels.

  1. 8:16 p.m.

You:

had I would have known it was unavailable, I would have purchased another item. But now I have to wait 10-15 days because of this?

  1. 8:17 p.m.

Gwen S:

Usually refund will take 10-15 days to credit in your account, same as you will receive a reward points with you refund amount.

  1. 8:19 p.m.

You:

so there are no special circumstances for when Best Buy, not the buyer themselves, cancels an order?

  1. You:

this is not the buyer's fault

  1. 8:20 p.m.

Gwen S:

I'm sorry no.

  1. Gwen S:

Yes, i can understand.

  1. 8:20 p.m.

You:

and there's nothing you can do correct?

  1. 8:21 p.m.

Gwen S:

This are my limitations I hope you understand that.

  1. 8:22 p.m.

You:

I do. However this is the Customer Care unit. Is there anyone in this unit that can do something?

  1. 8:23 p.m.

Gwen S:

I'm sorry this are our policy, No one can do anything.

  1. 8:24 p.m.

You:

This is very unfortunate

  1. You:

I'd like a copy of this chat sent to my email if you can please.

 

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Posts: 705
Topics: 31
Kudos: 151
Solutions: 49
Registered: ‎02-08-2019

Re: Item ordered then cancelled

Hey, KarlosS,

 

Thanks for reaching out to us, and welcome to the Best Buy Forums. I'm sorry to hear that your order was cancelled shortly after you placed it, I can imagine that was quite disappointing. Further, it sounds like you are unable to order a similar one until you are able to use your returned certificate, and I can imagine it is not fun to be waiting for that to post again.

 

Reward certificates are generally returned within 3 days. I'd be happy to take a closer look into this and see what I can do to help. Please send me a private message, utilizing the link in my signature below, with your full name, email, and phone number and I can get started. 

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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