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New Member
Posts: 5
Registered: ‎09-26-2017

All Online orders being cancelled and Customer service hangs up on me.

For a few months now we have been unable to purchase from Best Buy online. We can make all the in store purchases we want(with our bestbuy credit card) but anything done through the bestbuy.com site using our Best Buy Credit Card is cancelled immediately. Bestbuy.com purchases with a seperate Visa card work just fine. I have wasted 5+ hours on the phone with customer service. No one can help me and all they want to do is transfer me someone else. Eventually someone will "accidentally" hang up on me or will pretend they can't hear me so they can dump the call. These are the oldest call center tricks in the book. The problem is, the store and customer service can't figure this out and have advised me to just close my credit card account of 11+ years and open a new card. Sorry but i'm not taking a ding on my credit report for this.

 

Best Buy has already lost $2000+ in sales due to this issue. I have taken all my buisness to Amazon, Target, and Game Stop until it can be resolved. 

 

I am hoping someone from the forums can assist me here as Christmas is coming and I typically go nuts. Would hate for all those sales to go elsewhere as I actually really like my typical shopping experience with BestBuy. Their Customer Service call centers need a complete revamp though. 

Posts: 6,950
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: All Online orders being cancelled and Customer service hangs up on me.

Good Morning JustinMiller9,

 

Welcome the Best Buy Support Online Forum Community. I’m sorry to hear you’re having some difficulties using your Best Buy credit card to purchase on BestBuy.com. I’d be happy to see how I can assist you further.

 

Orders can cancel for a variety of reasons. Most times we’re unable to verify a piece of information provided during checkout, or your order may not be meeting BestBuy.com’s Conditions of Use. I understand not being able to purchase on Bestbuy.com with your Best Buy credit card is very frustrating.

 

I was able to locate your cancelled orders using the details you shared with us upon registering with our community. While reviewing your most recent cancelled order I wasn’t able to determine a reason why it may have been cancelled. I’ve reached out to our order support teams regarding your ordering issues for further insight. I appreciate your patience as they review your cancelled order. Once I have their advice I’d be happy to follow-up with you privately.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-26-2017

Re: All Online orders being cancelled and Customer service hangs up on me.

Really appreciate your assistance on this Mariah!

New Member
Posts: 5
Registered: ‎09-26-2017

Re: All Online orders being cancelled and Customer service hangs up on me.

So for some strange reason I got the following email from Customer service after I was told here, that someone was looking into the issue:

 

Hi D*****,

Thank you for choosing My Best Buy.

I am sorry to find out that you have decided to cancel your BestBuy.com account...Kindly note that once the account is in the process of deletion, these points and certificates will be forfeited. Please confirm if you still wish to proceed.

 

 

I replied back that we did not request this action. Hopefully they listen. 

Posts: 6,950
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: All Online orders being cancelled and Customer service hangs up on me.

Hello JustinMiller9,

 

Thank you for reaching out regarding an email that may have been routed to you. I’d be unable to discuss someone else’s My Best Buy Membership with you due our Privacy Policy.

 

Please note our My Best Buy memberships aren’t shareable, and doing so may result in your My Best Buy account being terminated. You’re more than welcome to review the terms that the My Best Buy account holder agreed to at the time of signing up here.

 

Once I have more information regarding your recently cancelled orders I’d be happy to follow-up with you privately. I appreciate your patience in the meantime.  

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 6,950
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: All Online orders being cancelled and Customer service hangs up on me.

Hello JustinMiller9,

 

Thank you so much for your patience on this matter while our order support team reviewed your cancelled orders. Our Support Teams suggested resetting your password to your BestBuy.com purchasing profile. This should hopefully resolve the issues with placing orders with your Best Buy credit card.

 

You can reset your password on BestBuy.com by logging into your account, and selecting the where it says Hi, Justin. Then select password from the various tools, and options in the right column at the bottom.

 

Please let me know if you have issues resetting your password!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-26-2017

Re: All Online orders being cancelled and Customer service hangs up on me.

We have changed our passwords on both my account and my wife's bestbuy.com account. Neither of us can use the Bestbuy credit card to make online purchases regardless of which account we use both before and after a PW change. Purchases made with our bank visa go through without any issues.
Posts: 6,950
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: All Online orders being cancelled and Customer service hangs up on me.

Hello JustinMiller9,

 

Please note as I stated prior I’d only be able to discuss purchases made with your My Best Buy purchasing profile which shows that the card used on the order is yours as well. I’ve asked our Support Teams to take another look into your order to see if they can provided any further advice at this time.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-26-2017

Re: All Online orders being cancelled and Customer service hangs up on me.

Thank You. Since the issue happens to us both, we can work solely on my profile as I am sure once we narrow down the issue, it will work for us both. 

Posts: 6,950
Topics: 137
Kudos: 431
Solutions: 319
Registered: ‎11-30-2015

Re: All Online orders being cancelled and Customer service hangs up on me.

Hello JustinMiller9,

 

Thank you so much for your patience on this matter! Our Support Teams stated you should be able to place your orders using your Best Buy Credit Card moving forward. Updating your password after I suggested should’ve resolved your ordering issues.

 

Respectfully,

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