Another website glitch resulting in gift card charge without purchase being completed

I have read similar complaints on this forum, but it appears Best Buy has an IT problem with their website.
Last night I ordered 2 video games through their website, applied a gift card, and when I hit the final button to Place My Order was greeted with, "Sorry, our site just had a glitch. Please call us at 1-888-BEST BUY (1-888-237-8289) to place your order."
When I called that number, they could not help me, after transferring me and putting me on hold for 1.5 hours. My gift card had been charged, but the order was nowhere to be found, despite it remaining in my Shopping Cart online.
Essentially, as it stands, Best Buy has stolen $127.18 from me. The only question is how long and difficult this will be to sort out, and it already has been too long and too difficult.
I can tell you from personal experience, a better-run company, like, for example, Amazon, would have been able to solve this situation in a 5 minute, polite phone call. They would have processed the order without new payment as a courtesy while they worked out the payment glitch. They would have had a knowledgeable representative. They would have apologized for their mistake. Of course, Amazon also likely would have caught and fixed the website glitch before it affected multitudes of customers.
Perhaps Best Buy keeps all of their knowledgable, polite, helpful representatives assisting on these forums? We'll see.

Hello Mandrake,
Welcome to the forum. Thank you for choosing BestBuy.com to order your video games. I can imagine your concern when you realized that the order had not gone through but the funds were missing from your gift card. I would be pretty frustrated also, and I'm very sorry you wasted an hour and half on the phone trying to get a resolution.
Using the e-mail you registered on the forum, I was able to locate the gift card information, and it looks like the funds have been returned to your gift card. In my experience when this occurs with an order the funds are returned within 24 - 48 hours. But the level of service you received is unacceptable, and I assure you I will be documenting your feedback for internal review. 
Again, I apologize for any inconvenience this may have caused, and please do not hesitate to let me know if you have any further questions or concerns.
Sincerely, 
Maria|Social Media Specialist | Best Buy® Corporate
 Private Message

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