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Posts: 3
Registered: ‎10-02-2019

Mobile Order delayed- no one can seem to help

Ordered iPhone 11 Pro yesterday morning Oct 1. The site showed delivered by Oct 2, today. I contacted chat support last night around 11:30 pm as I hadn't received a shipping notice. They assured me it would ship and arrived on time. Moments after ending this chat, I receive a notice it is delayed. I immediately contact chat again, and I am again assured and promised it would be arriving today on time. I have transcripts of both of these conversations.

Today rolls around and no shipment, no more information. I contact chat and a chat supervisor and they inform me it has not shipped, just says awaiting carrier pickup. They cannot give me a firm date it will ship, nor a date it will be delivered. They also inform me they cannot modify the order or cancel it. I cannot pick it up from the store, even though they just got some in stock. I called customer service and basically they tell me the same thing. No one can modify my order, tough luck. She informed me of the T&C of the site, which I already aware of. Putting it in the fine print doesn't make it ok to do this to customers. I was offered a gift card by the first voice rep I spoke to, and then the supervisor informed me I shouldn't get that. I said then and I will say it now, I am not after gift cards, I want what was ordered in the time it promised. Or cancel it and I will go somewhere else.

So Best Buy has taken my money, cannot tell me when it will be delivered, and as it is a mobile device, it now says I am not eligible for an upgrade. I contacted VZW and they cannot help as I ordered through Best Buy. VZW tells me there is nothing I can do until Best Buy does something.

This is unacceptable, to say the least. I am submitting a complaint to the BBB. I just cannot believe how Best Buy treats its customers. Can anyone actually help with this? Or is disputing with my bank and legal options my only choice?

Posts: 403
Topics: 32
Kudos: 61
Solutions: 19
Registered: ‎07-23-2018

Re: Mobile Order delayed- no one can seem to help

Hello, tdc012,


Welcome to the Best Buy Forums! The new series of iPhones are getting quite a bit of attention, and we appreciate you thinking of Best Buy for the purchase. When I make online purchases, I am normally anxious to receive the merchandise, and I keep a close eye on the tracking of the shipment. I’d be looking for some support if I was not seeing movement on my order as well, which is why I am glad you’ve reached out.  


Based on your description of the order status, it sounds like the package is ready to go, and simply waiting for the carrier to pick it up to deliver. Although I cannot promise that I’d be able to provide further information, I did notice you sent a private message with the order details. We will be replying there shortly, and will be happy to do all we can to assist with this purchase. Please keep an eye on your inbox for a reply from our team soon.


Thank you,

Sarah|Social Media Specialist | Best Buy® Corporate
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