05-22-2017 07:03 PM
As an Elite Plus member for serveral consecutive years, I find myself groing increasingly disenfranchised with Best Buy all because of one recurring issue - betsbuy.com continually cancels my orders within minutes placement. I have spent no less than 12 hours on the phone with Best Buy customer support over the past 6 months ttrying to resolve this ongoing issue. Every time, the agents are courteous, but unable to help.
The issue appears to be with my address. All of my credit cards, including my Best Buy card, have a billing addres of my actual home town. Bestbuy.com however, uses an address validation service that automatically "corrects" my addres to a neighboring town. I am able to place an order on bestbuy.com but within minutes of receiving the order confirmation email, I get another email stating the order has been cancelled. This has happened with 3 different orders over the past 6 months. Each time, I call customer service and each time they assure me that this is a temporary issue and "should not happen again."
Well, today, I tried agian. I placed an order a $59 item, a speedlite for my camera. I had a $25 bestbuy gift card and $20 in rewards certificates. I used both for the order, leaving me with a balance due of $17 and some change, which I put on my Best Buy credit card. Order placed, received the order confirmation, and sure enough order was again cancelled.
I spent nearly 2 hours on multiple phone calls with Best Buy support today, 30 of which were with the My Best Buy team to get my rewards certificate back as it was showing as having been used now. Even after spending 2 hours with support, I am still unable to place this order AND my gift card now shows a $0 balance, which they say may take 8+ days to get back?!?
I am at my wits end with bestbuy.com. All I want to do is spend money with Best Buy and they are making it impossible to do so. Is there no one that this repeated issue can be escalated to? I cannot be the only one that this happens to.
05-23-2017 10:54 AM
Welcome to the Best Buy Support Online Forum Community!
Address issues can surely throw some wrenches into your purchasing plans! I suffer from a similar issue with Google Maps, and my home. Google Maps always directs my friends, and family two blocks away from my home. It’s discouraging to hear that your address always autocorrects, and cancels your purchases made on BestBuy.com.
I wasn’t able to locate any orders using the limited information you provided upon joining our community. Does USPS directly deliver mail to your home? Or in the past 10 years has the road name updated? BestBuy.com uses public resources like USPS to validate addresses. I’d be happy to review your orders, and see what recommendations I can make on your behalf.
Can you please send me a private message me some of your recent order numbers? You can send a private message by choosing the option to do so next to my name at the bottom. I look forward to your message to see how I might be able to assist you further.
10-09-2017 10:38 AM
Well, it's happening again. I tried to place an order for over $2,000 worth of items today and my order was again cancelled. The issue is I live in TownA. All of my credit cards, inlcuing my Best Buy Card have a billing address of Town A. The address valdisation service used by Bestbuy.com places me in negihboring TownB.
I have spent another 45min on the phone with Customer Support today only to be told I should update the mailing address on all of my credits cards that I want to use on Bestbuy.com. Bestbuy.com is the only website that I have this issue with. Can someone please help get this resolved once and for all? I cannot be the only customer having this issue. I want to spend money with BB, but you're making it impossible.
10-09-2017 11:21 AM
Thank you for letting me know you’re still having issues with placing your orders on BestBuy.com. I didn’t receive a private message from you with your order numbers to look into this matter further for you back in May.
Can you please send me a private message with your most recent order numbers? You can send me a private message by selecting the option to do so next to my signature at the bottom of my posts. I look forward to your reply to see how I can assist you further.