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Posts: 1
Registered: ‎09-22-2017

Pre Order Cancelled

My husband and I both preorder the Galaxy Note 8 from Best Buy online. We initially drove 2 hours to the closest Best Buy to replace our phones due to both of them being broken. While at the store the sales rep convinced us to preorder the Galaxy Note 8 online and have it delivered straight to us. Sounded like an awesome idea as we were going to save $150 compared to ordering from Verizon and it would be here about the same time. We ordered to general delivery as we are a full-time RV family and do not have a physical location that can be delivered to. When we tracked our phones and found out it was being delivered by UPS we called BestBuy customer service to change the delivery address to a friend's house to avoid the phone being sent back. This was on September 18th we ordered the phones on September 13th. When we change the address we were told we would receive an email verifying the change. We never received the email so we called BestBuy again on September 20th to find out that the change was never made the delivery address was still general delivery. So we submitted another address change as suggested by the customer service rep. They told us that the phones would both have to be shipped back to the shipper and then return to us wasn't ideal but we were satisfied. My husband received an email today September 22nd saying that his phone was delivered. He went to our friends house to pick up and the phone was not there. so we called UPS to track it and it was in Kentucky we are in Oklahoma. We called Best Buy again and found out that the system generated a cancellation on our order because it was unable to verify information. No one was able to tell us what information was not able to be verified. Now we are told that we have to reorder the phone and pay the full price as opposed to the promotion price. This seems like a bait and switch. We are very unsatisfied with this order and the customer service received. The last customer service rep that we spoke to said he was unable to transfer us to anyone higher on the chain. I just want to know why our order was cancelled and why we weren't contacted to verify any information before hand.  We will not be ordering the Note 8 from Best Buy unless this gets resolved. On September 20th I spoke to a man that told me we would have to reorder and was provided with a reference number to get the same promotion although it was already past the promotion date. He then transferred me to another lady who was supposed to help me order. We were disconnected on the phone so we called back later and spoke to another lady who resolved her issue so we thought. But now BestBuy is saying they cannot honor the promotion because it is past that date. Seems like they need to be more informed and everyone should be on the same page.

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Registered: ‎12-23-2016

Re: Pre Order Cancelled

 Hello CaitlinFornes,


Welcome to the Best Buy Community forums. Upgrading to a new cell phone should be fun and exciting, and I’m sorry that your upgrade to the Galaxy Note 8 has been much the opposite.


I apologize that we were not able to update the shipping address per your request, and that the person you spoke with about getting the lower price on a new order misinformed you. Under our Price Match Guarantee we are unable to match any prices on contract mobile phones. This is because these prices are arrived at together with the mobile carrier and billed through that carrier. As we her at Best Buy cannot adjust the billing done through your carrier we would not be able to provide you with the same offer as on your original order. I will be sure to document this in or corporate systems as we do not want any of our employees to misinform a customer like this.


As noted in our Return & Exchange Promise, you’ll want to make sure that your contract from the carrier is canceled so they do not bill you for the phone that was returned. If you aren’t sure if this has been done, please give us a call at 1-877-702-2211 between 6 AM and midnight Central time to make sure the contract is all squared away. Thanks so much for bringing this to our attention.


I understand your reluctance to place another order with us after having such a bad experience.  If you do change your mind and want to place a new order, keep an eye on our Note 8 Promotion page to see if any new deals work for you. Be sure to enter the address you want the order shipped to in order to make sure it gets sent to the right place.


If there’s anything else that I can help you out with, please let me know.


Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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