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New Member
Posts: 2
Registered: ‎10-09-2019

Order has not been shipped aka stuck in the preparing phase.

On Oct 3, 2019 I had to do an exchange for an Asus gaming laptop (ROG Strix Hero III) and due to the laptop itself not being in the store, we had to order it again. I paid the 21 dollars for the quick shipping but I figured the latest it shipped would be tuesday (10/8/19) since its supposed to be here tomorrow. I found that it's still in the preparing process and has not moved from that for nearly a week despite the delivery date (mind you I realize this is estimated) being 10/10/19.

I called BBY's customer service yesterday and this was the response I got word for word, "So as we're checking here on my end, I can see that the item that you're purchased is estimated to arrive on October 10th. For this order, since it's a special order, it is directly from the manufacturer. So, I can't assure you on what exact date it can be delivered. But, I can assure that since it's already prepared, it will arrive at your home for the estimated date of your delivery."

Now this was helpful but to a small extent. The person wasn't at fault, but the explanation that they gave came off as somewhat contradictory in the sense that... "I can't assure you will receive it but I also can assure you that it will arrive at your house on the delivery date." Its like saying "yes but no" and the answer is not 100 percent clear. I'd call BBY Customer Service again or call Asus themselves but due to social anxiety, this task is very hard to pull off in such a short amount of time. I'm also unsure what Asus would have to say even though they are the ones shipping the laptop.

Mind you, I ordered straight from BBY and not from Asus' website. I'm very much concerned that it could take over a month to get here because there have been cases of that on here. I haven't recieved a "the order is being delayed" email yet and I'm not sure if I should worry about that or not. I'm at a loss as to what to do. I hate to come off as a Karen but it is very important that I know the actual status of an order that is $2K. Aka very expensive. I'm assuming it won't be here tomorrow due to the current circumstances. I know I shouldn't be stressed out but this is an expensive as heck order.

Again I know I should probably call Asus but despite them being the ones to carry out shipping it, I'm not so sure how they could help at the moment. If it's not here by tomorrow and there is still no email regarding an order delay, I'm not sure where to go from here. I was going to wait until tomorrow to write this if it wasn't here but I figured it would be better write sooner than later.
New Member
Posts: 2
Registered: ‎10-09-2019

Re: Order has not been shipped aka stuck in the preparing phase.

*I also realize processing time may vary but this sounds like it isn't supposed to happen.
Posts: 465
Topics: 18
Kudos: 114
Solutions: 28
Registered: ‎07-23-2018

Re: Order has not been shipped aka stuck in the preparing phase.

Hi there, Usako,


Thanks for taking the time to connect with us on our forums! We completely understand how important every delivery is and we would love to help provide clarity around this order. 


For us to take a closer look at this we'll need some information. Would you be able to send us a Private Message via the blue button in my signature? Please be sure to include your order number, full name, email address, and phone number when sending that message.

We look forward to hearing from you! 

Austin|Social Media Specialist | Best Buy® Corporate
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