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Posts: 1
Registered: ‎09-12-2019

FRUSTRATION!!! - Samsung Galaxy Note 10+ Aura Glow Order


I have contacted customer service on several occasion over the past 2 to 3 weeks to get a more accurate update on why my orders have not shipped yet. At first I was understanding that the problem is from the manufacturers (Samsung) side and that Best Buy has been waiting for stock. Since the last time I contacted customer service I have taken a quick trip to a few Best Buy locations and asked about their stock on the products like the one I ordered and shockingly, they all have had the same response. They have all told me that they have been getting regular shipments of stock for these devices since they launched. A couple stores even offered to help me cancel my current pre-order to get the phones since I was already in store and they had them. I assured them I did not want to do that because I'd rather not go through the hassle of arguing about who would be responsible for reimbursing us for the $150 Samsung credit per device we would be getting for doing the pre-orders before a certain date. 
I am flabbergasted as to why Best Buy would be stocking their stores before fulfilling customers pre-orders! What is the point of a pre-order if the stores inventory is going to be deemed more important than the orders for customers that have already paid, set up service, and are waiting for the product. This seems completely backwards and if this is the way that Best Buy is going to treat long time customers and former employees (like me) this way, then I will never pre-order any device through Best Buy again. 
Please figure out how to fulfill my orders from your end. The longer it takes, the more unhappy of a customer I become and the likeliness of me doing business with Best Buy in the future lessens. 
One of the devices that I pre-ordered was an upgrade to replace an device on my account that is currently broken and unusable, which means I am paying my carrier for service that I cannot use right now. And to be completely frank, if my orders are cancelled by Best Buy, causing me to lose the incentives for doing the pre-order in the first place, I will hold Best Buy responsible for compensating me for those incentives which included not only the $150 Samsung promo credit per device ordered, but also the BOGO deal offered and the charges from my carrier for the service on the device that can't be used until I get my order.
It has been 20 days since the devices were released, and even with things like the new tariffs put in place, it should not take that long to get stock from the manufacturer. It should also not be too hard for someone at Best Buy and call Samsung to find out where new inventory is or how long it is going to take so that Best Buy can, in turn, relay that information onto the customers waiting for their devices. Keeping long-time customers in the dark about the products they are waiting on is probably one of the worst things a retailer can do to them.
I have been a Best Buy customer for many years now, and buy most of my electronics and appliances through you. I even worked for the company at one point and this is by far the worst experience I have had.
So having said that, I would appreciate a much more accurate update on where my orders are and when I am going to get them and if I don't, I will ask to escalate this issue further.
Posts: 403
Topics: 32
Kudos: 59
Solutions: 19
Registered: ‎07-23-2018

Re: FRUSTRATION!!! - Samsung Galaxy Note 10+ Aura Glow Order

Hello, MNinjaCA,


Welcome to the Best Buy Forums. It is always nice to hear from our customers, although I certainly wish we were meeting under a more pleasant circumstance. The new Samsung Galaxy Note10 models have been extremely popular, and I’m sure you are anxious to receive yours, especially if one of the phones on your account is not functional.


Our teams are working with the manufacturer to get all outstanding orders fulfilled as quickly as possible. It is always our goal to get pre-orders fulfilled on or around release date, but there are factors beyond our control that may prevent that from happening. It sounds like the Blue Shirts at your local store have offered to cancel your existing order, in effort to get the phones to you sooner. With the amazing incentives that were offered when you purchased, it stands to reason that you’d want to keep those. As it stands, we’d need to continue to wait for your order to be fulfilled.


We appreciate your patience in the meantime.

Sarah|Social Media Specialist | Best Buy® Corporate
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