Best Buy Support Ticket

Order Cancelled Automatically

Created By: Baxtronitz's Picture Baxtronitz Last Reply: Baxtronitz's Picture Baxtronitz
Priority Level: [High] Status: [Open]
Created: 10 months ago Last Updated: 10 months ago
Department: N/A Replies: 0

I have been a loyal customer to Bestbuy with either Elite or Eliteplus status for the past several years. I ordered for a Bose Cinemate 15 speaker couple of days, which Bestbuy cancelled automatically saying that the price posted for the product was an error. I thought the order got cancelled for everybody who order this product for the same price, but when I checked with my friends, they are confirmed that they received the product without issues.
If there is a pricing error, why was the order cancelled not for everyone?

I stopped by a bestbuy store to enquire on this and they said I will have to check with the customer service.
I called Customer service, waited for an hour and gave them the details and asked for the actual reason. They said they will check and put me on hold. After 2 mins they cut my call.
I called again for the 2nd time and waited for an hour again, the 2nd representative told me that my order got cancelled since mine was a store pickup and my other friends opted for door delivery, which does not make any sense to me. When I asked him, how is that possible, he put me on hold for 2 mins and cut my call.
I called bestbuy again(Waited for an hour) for the 3rd time and this time I asked the representative if he will call me back if the call gets disconnected. He confirmed YES. When I asked for a reason, he said 'May be the product is out of Scope'. I said my friends who order this product after me got them received and why was mine cancelled. He said there was a mass Cancellation on this product and offered me to pick a similar product in Bestbuy site(product that were priced similar to the Bose) and offered to provide them for the same price I spent on Bose. I requested him to provide me details on the other products which I can chose. But he put me on hold and the call got disconnected. He never called me back as promised.

It is very disappoint to have my order cancelled automatically, but even more disappointing is the way the Customer service operates. Every electronic item at my home - TV, gaming consoles, 3 Macbook, Ipads, tablets, Bunch of apple products, Other laptops, printer, speaker sytems are all from Bestbuy and for such a loyal customer to get treated like this even more frustrating. They don't even have the courtesy to call back even when we are trying to reach them again and again and I could see 100s of people posting the same in Bestbuy Facebook.


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