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New Member
Posts: 2
Registered: ‎11-06-2019

Re: Pixel 4 XL Preorder

I cancelled my order today that I had placed on the October 23rd. I had placed an original order October 15th that Best Buy decided to cancel right before shipping because of the whacky way they put a hold on your credit card when you place the order but don't actually finalize the charge until they get ready to ship which caused it to be flagged as fraud on my card. I instructed Best Buy to retry the original card after removing fraud block but for whatever reason they decided not to and cancelled the order. i placed another order on October 23rd and site showed it would ship that day. Even paid for Saturday delivery to receive email that it was delayed. I have contacted customer service 3 times now regarding when the order will ship and today I was told it will ship on November 24th which doesn't make since because Best Buy says my order will auto cancel if not shipped by November 23rd. Also it baffles me that as of right now, if you place an order for a 128gb white Verizon XL4, it says receive by Novemeber 14th! It seems like with every new device that comes out, they have never it togther on stock and shipping. You would think with a company as big as Best Buy they would have better organized logistics systems. Maybe hire some people from Amazon!!!

 

Also with Black Friday coming up, why would anyone keep their pending orders with best Buy for this device when you can get a lot better deals then and probably get it sooner!!!

 

I personally will not be purchasing anything else from Best Buy again!

Posts: 370
Topics: 28
Kudos: 53
Solutions: 18
Registered: ‎07-23-2018

Re: Pixel 4 XL Preorder

Hello, groundswell,

 

Thank you for taking the time to share your experience, although I wish things had gone differently with your order for the Google Pixel 4 XL. I’m sure you’re anxious to get your hands on one! We work closely with our vendor partners, in effort to get orders to our customers on the agreed upon date. There are some factors beyond our control that might prevent that from happening, even with our best efforts. Notification of shipment would be communicated via email, and predicting an exact date that your order would ship is not something we can typically provide, so I can’t confirm the date you were given was correct.

 

I’m sorry to learn that you ultimately decided to cancel your order. As it stands, if you require additional support, our team is available to offer assistance. We are always happy to help however we can.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-06-2019

Re: Pixel 4 XL Preorder

No, I do not require any additional support since i have cancelled my order and will not be purchasing from Best Buy going forward.

A variation on the same generic response given to all other dissatisfied customers on this forum does nothing to solve or prevent this type of issue from happening again.

Here are my personal recommendations for Best Buy:
1. If you're going to sell a product asks advertise it as I'm stock, make sure it's in stock!
2. If you tell your customers that they will receive their order on a particular date, at least try to get it then within the same week!
Posts: 370
Topics: 28
Kudos: 53
Solutions: 18
Registered: ‎07-23-2018

Re: Pixel 4 XL Preorder

Hi again, groundswell.

 

Thanks for the update, and we do appreciate your feedback. Best Buy is always looking for ways we can improve and serve our customers better, so we sincerely thank you for sharing your recommendations with our team. I’m confident we will be able to show you a better experience in the future, and if you require assistance when that time comes, please don’t hesitate to reach out for support here on the Best Buy Forums.

 

Respectfully,

Sarah|Social Media Specialist | Best Buy® Corporate
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