09-30-2019 07:54 AM
This is a complaint and a request for assistance.
My current cellphone is on the fritz, and because I rely upon it for my business, I made the decision to replace it ASAP with an upgrade I was eligible for from AT&T. I found that BestBuy offered the Galaxy S10e at a better price than AT&T, and so decided to buy it there.
On Thursday, September 26, 2019, at 7:03 p.m., I placed an online order for a Galaxy s10e for pickup in one hour at the Eastgate (Cincinnati, OH) store. When I placed the order, BestBuy's website stated that there was one in stock. Being an upgrade for my existing AT&T phone, it was ordered as such.
I received a confirmation email from BestBuy almost immediately, and my debit card was charged $50.62 in sales tax (the remainder of payments to be handled on installment with AT&T).
Nine minutes later, at 7:12 p.m., I received a second email from BestBuy stating that "my mobile order may be delayed" because "there's a delay with your mobile activation." This email provided no further elaboration, nor means to contact BestBuy to inquire about, or assist with, the situation.
I personally visited the Eastgate BestBuy store the following day, Friday, September 27, at approximately noon, assuming my phone would be there and I could assist in whatever issue there may have been activating the phone with AT&T. I explained the situation to an employee who identified herself as responsible for AT&T phone sales/activations. She asked to see the email informing me of the delay, and said that yes, there was an activation issue with AT&T, and that these issues are "usually" resolved within 24 - 48 hours. She could (or would) not elaborate upon the precise issue, nor offer any assurance when, in fact, the phone would be ready. I pointed out that there was no option to cancel the order online (the cancel order button being deactivated because the order was being "processed"), and I asked if I could cancel the order with her. She responsed no. I left frustrated, but prepared to wait 48 hours.
Later that day, I reviewed these forums to see if my problem was unique, and discovered that it is not. And it has now been over 48 hours.
In sum, BestBuy took my order on the representation that it would be available within one hour, charged my debit card, then informed me that my order was indefinitely delayed with no option to cancel the order. At this juncture, I suspect that BestBuy did not, in fact, have the phone in stock. Interestingly, BestBuy's webpage now reports that none will be available until Thursday, October 3. I suspect that is when the 'delay in activation' will be resolved.
I want to be told straight-up when my order will be fulfilled, and if you cannot tell me that, or if the fulfillment date is unacceptable to me, I want to cancel this order and receive an immediate refund of my money. I did not order a phone for 1-hour delivery because I needed one at some indeterminate point in the future.
I look forward to a response.
09-30-2019 03:44 PM
We appreciate you taking the time to create a profile, and connect with this community. Welcome to the Best Buy Forums! I’m sure that having a working cell phone is an essential part of your business, so I can certainly understand you seeking some support with the delay.
First, Best Buy does not collect funds from orders placed with credit cards, or debit cards until the order is fulfilled (picked up/delivered). Until that point, it is only an authorization that may or may not be held by the bank. If you are to cancel an order before fulfillment, no funds would be returned, since none had yet been collected. The authorization should simply all off of your account in the timeframe outlined by your financial institution.
Regarding the issue with the activation, I’d be happy to see what I may be able to do on my end. To get the process started, please click on the blue button in my signature below to send me a private message. Please be sure to include your full name, email, phone number, and order number.
09-30-2019 03:49 PM
Thanks Bill. I found someone else to help and the issue is resolved.
For future reference, and regarding the charge to my PNC account, whether characterized as an authorization or a debit, the funds were no longer available to me. A difference without a distinction to the customer.