10-22-2018 03:57 PM
I placed an order for Galaxy Note 9 Midnight Black AT&T on 10/17/2018 through bestbuy.com. During checkout, I was told that the device will be delivered on 10/19/2018. BB Customer service provided me the tracking number on 10/18/2018 and tracking does not state any progress on the shipping other than scheduled delivery date. 10/19/2018, I checked the tracking again and now says "Scheduled delivery: Pending". I also received an email from bestbuy saying that there is a delay on my order. "We will keep your order open and continue to work on getting your item(s) to you until November 18, 2018. If your item(s) are still not available by this date, we'll cancel the item(s) and notify you via e-mail."
I made several phone calls to bestbuy store where the phone will be coming from, customer service and via chat and nobody seems to have an answer to what is going on with my order. I was expecting the phone to be delivered last week and not a single update ever since I was told that my order got delayed. I have been requesting to change the fullfillment type from shipping to store pick up and get this issue resolved but everyone I spoke with stated that they are not allowed to do so and points finger to other customer service.
When I spoke with a bestbuy employee from West Hollywood, CA store, I was told that the package is awaiting carrier pick up. I asked them to physically look at the package if it is ready for pick up but I was told that they are not allowed to do so.
This is by far the worst experience I've had with bestbuy. I placed my order and paid for the device and I do not see it fair when BB does not allow customers to make changes on their orders even though I read on FAQ that if the shipping process has not started yet, that we are allowed to make changes on the fullfillment type.
I don't know how to move forward with this issue other than wait for 1 MONTH if they will ever ship my phone to me. Just knowing the fact that Note 9s in Midnight black started to become available in stores nearby my house made me even more upset.
10-23-2018 02:13 PM
Welcome to our community! I appreciate the time you’ve taken to post to our community regarding your concerns about your Galaxy Note 9 Midnight Black purchase. Thank you for choosing Best Buy for your purchase.
Can you please send us a private message with your full name, phone number, email address, and BestBuy.com order number? A private message can be sent to us by choosing the blue “Private Message” button in my signature. Once we have those details we’d be able to review your order and share some further insight with you.
As you can understand sometimes once an order has been placed depending on it’s order status changing the fulfillment type may not be an option. Additionally, sometimes in the delay emails that are sparked they may contain a generic get it by date in the future to allow your order to be processed without the threat of being systematically cancelled. We look forward to your private message to help dig into this further for you.