Pre-order Deposit Negation

So recently I picked up my Watch Dogs pre-order, for which I had put a $10 deposit on. When I picked it up, the price on the screen when I swiped my card reflected the $10 deposit and my GCU discount ($41.95). I didn't really look at the receipt, and have since thrown it away, but when I checked my checking account online, I noticed that I had been charged $51.95, the $10 deposit seeming to have disappeared. Is there any way to resolve this now?

Good afternoon superline51,
If you put down a $10 deposit when you pre-ordered Watch Dogs, then that $10 should have been deducted from the pre-tax total when you picked up your copy.  I used the email address you registered with the forum to review your purchase history and it does appear the pre-order deposit may not have been applied correctly.
With that being said, I am going to send you a private message so that I can go over the purchase with you in additional detail.  You can check your private messages by logging into the forum and clicking on the envelope icon located at the top of the page.
Thank you for posting to the forum!
Derek|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • $5 pre-order deposit not applied or refunded

    I put down a $5 pre-order deposit in store, and when I picked up my game this week, I wasn't given my $5 credit.  This is despite having the CSR scan my pre-order deposit receipt, and me asking why the display didn't give me my $5 credit.
    Do I have to go back to the store to fix this, or can someone give me the credit online like http://www.forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Wast-not-credited-my-5-deposit-at-preorder-...

    Hi shulk,
    If our store associate scanned your pre-order deposit receipt, it’s quite odd that your deposit wouldn’t have been applied when completing the payment to fulfill your pre-order. I’m very sorry for any confusion if this occurred! I’ve seen this happen maybe a handful of times and it can be due to a few different circumstances. Either way, I’d like to look into this for you if still needed.
    If you still need assistance with this, please send me a private message including the Customer Service PIN located at the bottom of your final sales receipt. If you still have your initial pre-order receipt, the Customer Service PIN off that one would be helpful as well! You can send me a private message by clicking the link in my signature.
    I look forward to hearing from you and helping further.
    Thanks,
    Brian|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Just noticed a recurring pattern of not being credited my $5 pre-order deposit.

    The other day I was going over some of my Best Buy gaming purchases this year through MyBB, and noticed for one game, Project CARS on PS4, I was charged an additional $5 for the pre-order bonus (noted as "POB") which should have been free. I contacted customer support and was told I'd only be able to get a refund w. receipt in-store, and it was up to the store's discretion. As I didn't save a recipt from May, I figured it was a loss and not worth trying to make a case over $5.
    Then I noticed something else. As a Gamers Club Unlocked member, all new release $59.99 games go down to $51.35 ($47.99 + tax) when the 20% deduction is applied. When accounting for the $5 deposit to reserve an in-store pre-order, the game should work out to $46.35 after tax if the transaction is processed properly. However, going through new release game pre-orders, I noticed that almost every single game I pre-ordered for in-store pickup this year was processed incorrectly and I was charged $51.35 due to not being credited the depsoit I had already paid. I didn't realize at the time, but now it appears as if has been the case for four pre-order purchases, which when added to the $5 I was charged for the pre-order bonus, works out to a $25 total overcharge. Is there any way to try and get my money back on this at this point or no? As some of these purchases were from months ago, I don't still have the receipt and even if I did, would be past the return window (though this wouldn't be a typical return issue).

    Hi Jay86,
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    Like others have mentioned, your local store should be able to refund any pre-order deposits necessary. We also have the ability to locate previous pre-orders/receipts, so I wouldn’t worry too much about that. Considering the timeframe here, you may want to ask to speak with someone from your store’s leadership team as well, should you run into any issues.
    Please feel free to let us know if you continue to run into issues with this.
    Best regards,
     

  • Pre-Order deposit did not count

    I pre-ordered Destiny when it came out. I put down a $15 deposit. When I went to pick it up, I was asked by the cashier if I wanted to use my two $5 reward certificates. I said yes. When she was checking me out I saw the price on the pad list as $39.xx. I swiped my card and the price had changed to $54.xx. when I asked the cashier why did it do that she said it was normal and I would actually only be charged $39.xx as opposed to the $54.xx. I recently just received my statement and it shows I actually paid $54. When I went MyBestBuy to check to see if my reward certificates had been applied and they were. I am wondering why I was charged extra when I should only paid about $40. This actually means to me that I paid $80.00 for 1 game if I include the $15 deposit plus the two $5 certificates along with the $54 I actually paid. I would like to know how I can get this corrected.

    Hello bespit,
    I’ll be honest with you.  I’m clueless when it comes to anything regarding gaming; however, I am the one who buys my little brother all the new games that come out for his PS4 console, and goodness knows that I make sure I’m getting the best price possible whenever I can.  I certainly wouldn’t be happy if I was overcharged at the register, so I understand why you’d want to make sure you aren’t being double billed for your purchase.
    Using your email address attached  to your forum account, I pulled up your Destiny purchase and I do see something that doesn’t quite add up as it should.  At the time of purchase, the game was $59.99. On your receipt, I noticed that your two $5 My Best Buy certificates were properly applied and the purchase price was discounted to $49.99. With tax ($4.12), the total purchase was $54.11.
    Having said this, it appears your $15.00 deposit didn’t deduct from your order as it should have. I’d like to make sure I may properly reimburse you for this oversight; I’ve sent you a private message to collect necessary information. You may view this message by logging into the forum and clicking on the envelope icon in the upper right-hand corner.
    Thanks for posting,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Multiple pre-orders on a single receipt?

    First time that I've pre-ordered multiple games at the same time.  I thought the cashier would ring them seperately, since they are for different systems and different release dates.  Instead, they were all rung on a single receipt in a single transaction.  Is this OK?
    Thanks
    Solved!
    Go to Solution.

    Hey again jeremygary,
    It's absolutely okay for multiple pre-orders to be on the same receipt, even if they're for different titles and consoles with different release dates. When you pick up each title, the staff at your local store will simply need to select the correct pre-order deposit during checkout.
    Let us know if you have any other questions!
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Halo: Master Chief Collection - Pre-order Issue Confusion

    Hey guys,
    Just went to my Best Buy in Salem, NH to pick up Halo: Master Chief Collection. I knew the Map Book & Grunt skull were given only when you preordered (which is honestly why I pre-ordered the game because I love this type of stuff). I showed the girl helping me this link here which clearly shows just that (http://forums.bestbuy.com/t5/Let-s-Talk-Games/Halo-5-and-The-Master-Chief-Collection-at-Best-Buy/td-... She took my phone to show to her manager and came back telling me it's just something that I can purchase for $20, it's not free (even though the stack of books matched the number of preorders on the shelf behind her).This totally bummed me out because I knew it wasn't true, but didn't feel like arguing.
    Hopefully someone from Best Buy can help me with this issue. I have my receipt for proof. 
    Thanks,
    Nick

    Hi Nick (Nbianco),
    The multiplayer mapbook is indeed supposed to be a free bonus for customers who pre-ordered Halo: the Master Chief Collection, so it sounds like the manager you worked with may not have been familiar with the promotion. Like enuf mentioned though, you will regrettably need to return to your local store for assistance if you did not receive this bonus or were incorrectly charged for it. As long as an on-site rep captures your pre-order deposit, the game, and mapbook information when re-ringing the sale, then it should package out properly.
    Thanks for your patience and understanding, as well as for pre-ordering with us!
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Gaming Pre-orders and Gamers Club Unlocked

    Everytime I pre-order a game, I'm charged the full price (minus the deposit) when I go to pick it up. I purchased Gamers Club Unlocked last October and should be getting 20% off until October 2016.
    The first time I tried to use the promotion on a pre-order was last November (less than a month from purchasing the service). I pre-ordered a game that had the 500 Rewards points promotion for pre-order and purchase. When I went to pick up the game, I was charged in full. I told the associate that I had GCU, so he had to adjust the price manually. I'm not sure about all the math but it deducted points from that 500 point promotion. 
    The last time I went to pick up a pre-ordered game was 2 days ago; I also had a $5 reward certificate with me. Once again, 20% was not taken off the purchase so the associate asked for help from a few others. After about 15 minutes and a couple voids. They had to treat the pre-order as a normal purchase and refund me the $5 pre-order deposit. That's fine seeing as there really was no pre-order bonus on this particular item.
    I'm just asking: do I have to go through this everytime I pre-order a game at Best Buy?

    Greetings WN_Orlais, 
    It is strange that you would have such difficulties with receiving your Gamers Club Unlocked benefits if it is appropriately attached to your My Best Buy membership. Receiving these benefts, especially when pre-ordering games, should be a painless process, and I'm sorry to hear it hasn't been for you. 
    Using the information registered with the forum, I see that your Gamers Club Unlocked membership appears to be attached appropriately. With having said that, I'm sorry to say I can't speak as to why you have encountered these issues.
    I do see that when you originally went to pickup your most recent pre-order, that you did receive the Gamers Club Unlocked discount, and that your My Best Buy certificate was applied. However, this transaction left off your pre-order deposit, which led to the chain of reprocessing the transaction a few times to get it sorted out. I apologize for any hassle that this has caused.
    If you continue to experience trouble with pre-ordering, please let us know so that we may look further into this with you! 
    Sincerely, 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • My Super smash bros Wii U pre order because i pre ordered in store and placed a $5 deposit

    Let me share what I was told when I arrived at best buy store. By the way I will file a complaint to corporate about this and will see about filing it to better business bureau... I pre ordered my smash brothers bundle in store ( couldn't do it online because there are issues with my account for a year now and after numerous calls to fix it which I have been given so many ticket numbers,best buy just cant fix their own mistakes). I arrive at the store to pick up my pre order and the employee responds with a dissapointing tone"don't tell me you preordered the bundle." the employee just walks back and forth. She then asks her co-worker which she then tells me "we don't have your preorder...we only filled orders for the people who preordered online and fully paid the game." I asked for a manager and told him this is the second time best buy has messed up my pre orders and provide me with poor service. He then says that they only filled the orders from online purchases and who paid in full which makes me feel like I didn't matter only because I placed a $5.00 deposit to guarantee my copy.overall I received poor customer service, he did not own the situation and didn't offer at least some type of compensation to a "former" loyal elite customer. In general, best buy has given me poor service throughout the year by not fixing my ability to order online for a year, messing up my pre order of Mario kart 8 by charging me for the free $10 gift card which was supposed to be free for pre ordering the game and then refusing to give me a refund for the $10 charge, and finally telling me that even though I pre ordered, because I didn't pay the bundle in full I don't get my copy at all... Not even a phone call,common courtesy to notify me. This is it! Best buy will never get business from me and I will never recomment it to anyone. Amazon on the other hand does everything right, and owns the situations and strive to make things right.Amazon is now my go to for shopping all electronic and entertainment needs. Amazon even allowed me to place a new order for the bundle and will receive it next week versus best buy saying " we don't know when we will get them." In short I cancelled my pre order from best buy and took my business elsewhere. Finally when I asked the supervisor for corporate's contact information, he refused to provide it. Now I need to check online and hunt down that information

    Hello redrevolver4,
    Thank you for pre-ordering from Best Buy, and thank you for sharing your experience with us.  We as moderators on the forum work at the corporate office, and I am happy to talk to you today.
    Reading through your description of events I can certainly understand why you would be disappointed.  It is not our intent to leave any customers out when they pre-order a product with us.  While we are working to fulfill our in-store pre-orders that were not yet completed, I can also understand your desire to cancel the order and go where you could get an order shipped out to you.  I am sorry that was not us this time.
    I will certainly document your feedback so that we can learn from it and ensure that our stores are adequately equipped to fulfill orders as our first priority, but provide all care and courtesy when things don't go quite as intended.
    I did have one more question for you, though, and I will be sending you a private message with that.  Please watch for that message from me shortly.
    Thank you,
    Mike|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Pre-order 4s and Deposit is Required @ Apple Store

    Hi,
    I am a first time AT&T customer and tried to pre-order iPhone 4s last night. I put my information (address, ssn, etc), and it said "Pick up a new iPhone at an Apple Retail Store" and "$150 deposit is required before the purchases."
    I have not gave my credit card info yet, and I have not got any resevation number.
    Does this mean I could not pre-order iPhone, and I need to line up in the morning 10/14 to get it? Or, will they keep my iPhone at the store?
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    I found that this means the phone is not reserved.  I called AT&T and finally reserved it!

  • Why is a pre-order phone no longer allowed to be shipped to my work address??

    On Friday, April 4, I went into my local Verizon Store (Orlando MetroWest) to pre-order the new Samsung Galaxy S5.  The order was placed and I was given a copy of the receipt which looked very accurate.  The sales rep had read back to me the Bill To and Ship To address in the store, and it was correct, but didn't show up on the receipt given.  When the confirmation e-mail came to me, I noticed that the Ship To info had my company name, and an address, but my name appeared nowhere on it.  I called to question this when the store opened on April 7, and all of the answers were "I don't know.  I'll have to research and get back to you."  When there were no calls returned I checked again and received the same response.  When I left my office for the day, I still had zero answers.
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    Epilogue:
    My problem has been solved, and I'm now happy to have my pre-order of the new Samsung Galaxy device completed in a way that totally satisfies me.  But I am kicking myself for not going this route in the first place.  I won't make that mistake again in the future FOR SURE.
    After the manager in the local Verizon Store (Orlando MetroWest) said there was nothing he/they could do to overcome the error made earlier by their store sales representative, because it was a pre-order and nothing can be changed/corrected for the initial input.  They had failed to put my name on the shipping label requested for FedEx delivery, meaning that the box containing my phone would probably NEVER reach my hands once if was delivered to a nine-story office building with many many employees.
    I simply went to my local BestBuy store and mentioned I had a very few questions to be answered prior to attempting to place a pre-order of my new Samsung phone.  I asked if the phone could be set for delivery to my office and the answer was a quick YES.  I asked if the phone could be set for pickup at the BB store and, again, the answer was a quick YES.  They were initially surprised to hear that any company would say otherwise. BestBuy requires a photo ID when they take a phone order, and a signature is required when FedEx makes its delivery, so they assured me the Verizon "Fraud Policy" quoted to me was not a standard retail answer AT ALL.  Thirteen minutes after I walked to the mobile phone department, I was walking out with all my confirmation details for a new phone.  The purchase was less out-of-pocket since BB doesn't do that VZW arrangement of paying $50 extra and then getting that back as a mail-in rebate later.  Seems no other carrier except VZW is charging that extra fee for this new device.  On top of that savings, BB gives you a $10 gift card just for doing the pre-order with them.  Bonus!!
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  • Can you pre-order the iPhone 4S with your upgrade?

    Hi all - I was due for an upgrade with a discount back in May; however, I was waiting for the new version of the iPhone to come out.  Now that it is out, I know that you can preorder the phone Oct 7th.  I have 3 questions:
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    dymonds88 wrote:
    Hi all - I was due for an upgrade with a discount back in May; however, I was waiting for the new version of the iPhone to come out.  Now that it is out, I know that you can preorder the phone Oct 7th.  I have 3 questions:
    1.  Will I be able to preorder the iPhone 4S through the Verizon Wireless website?
    yes
    2.  Will I be able to use my upgrade to pre-order the iPhone 4S?
    yes
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  • Missing Pre-order Points

    I have two issues. 
    First, I pre-ordred Big Hero 6 when there were 2 separate 100 point bonuses being offered.  If I recall, one was for the normal pre-order 100 points and the other was because it was nominated for awards.  Anyway, I checked my MyBestBuy account, but only one of the 100 points was posted.  I would obviously like to get the other as well.  I tried posting the picture here, so I hope it made it.
    Second, I bought a movie in-store on January 27th and then did a price adjustment in-store on after the price was lowered on February 10th.  That went fine, but the issue is something that has happened to me before, and has apparently never been fixed.  Since the price went down, there is obviously going to be some MyBestBuy points taken off.  That happened, but there was a "bonus" negative 3 in there as well.  The promotion for 3x points on movies was in effect during the price adjusment but NOT during the original purchase, and therefore too many points were deducted.  It is only a very small amount, so I'm really mentioning this just to help fix the problem (and if I can get those few points back, great).  It's just annoying that the system wasn't fixed since last time I mentiond this problem and this could be a huge problem for somebody doing a return of let's say two $20 movies.  That's minus 40 points normally and then minus an additional 120.  That stuff can add up over time.

    Hi NeoQuintessence,
    I am really excited to see Big Hero 6!  It won an Oscar during the Academy Awards last night, so it must be pretty good.  I love animated movies and can never watch Toy Story too many times.  That is one of my favorite movies.  
    We did have a promotion that was offering 100 bonus points between 1/11/2015 - 1/17/2015 with the pre-order of certain movies, but I am only aware of one actual promotional offer.  I partnered with our My Best Buy program team and confirmed that there was only one promotion offering bonus points back in January when you placed your pre-order.  I can understand how it may have appeared as if there were two promotions offering 100 bonus points; however, if you clicked on each offer it should have directed you to the same offer details.  With that being said, the 100 bonus points that have posted to your account would fulfill the offer.
    A return/exchange or price match will usually result in some points being deducted, but points for a promotion that were never originally awarded should not have been deducted.  If the movie you purchased on 1/27/2015 was not awarded 3X points, then 3X points should not have been deducted from your account following the price match.  To ensure that your My Best Buy account is up-to-date and to see if you have any other questions, I will be sending you a private message.  You can check your private messages by logging into the forum and clicking on the little yellow envelope located at the top of the page.
    Thank you for connecting with us and for being a My Best Buy member.
    Derek|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Issues with gaming pre-order shipping - improvements needs to be made

    Titanfall comes out today. I pre-ordered this game a few weeks ago on BestBuy.com because the 20% off and the $10 certificate were too hard to pass up. I placed my order, put expedited shipment since I knew I couldn't make it to Best Buy after work on Tuesday (I carpool right now) and called it a day.
    Except here's the thing. Not only did the game not ship in time to arrive by today, it shipped UPS Standard instead of expedited. Talking to some others this seems to be a trend. 
    Certificates, 20% off, these are all great incentives to pre-order my games at Best Buy, but not being able to meet release day shipping even for Elite Plus members who get free expedited shipping?  That isn't even counting the fact that Best Buy didn't ship expedited like they were supposed to. Now I won't get the biggest release of 2014 so far until tomorrow. A day later than I would from most other retailers. These issues really need to be improved and it is largely an operational thing; the games have been sitting in your warehouse for at least a week, why my game didn't ship until 3pm Central time on Monday is beyond me. 

    Hello tmrendo -
    Whenever a pre-order is placed on BestBuy.com for software or a video game title, we ship that item as soon as it's available for release. If expedited shipping is selected at the time of checkout, this means you can typically expect to receive your copy within 2-3 business days of its release. For faster delivery, customers are encouraged to choose express shipping or store pickup at the time of checkout.
    BestBuy.com > Help Center > Pre-Orders
    BestBuy.com > Help Center > Shipping Costs & Timing
    That being said, thank you for your feedback! We rely on customer input -- both positive and negative -- to improve our service offerings, so your thoughts are appreciated.
    cleavelandmvp & caliwolv -
    I've had the chance to review both of your accounts and can confirm that your orders were, indeed, shipped via expedited shipping. Depending on on your proximity to the fulfillment center that processed your order, UPS Ground may be listed as the shipping method rather than UPS Second Day on UPS' tracking site. Rest assured though that your copies of Titanfall are all expected to arrive within the 2-3 day window provided when you placed your orders.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Call of duty advanced warfare xbox one in store pre order

    I dont have a card at the moment but I would still like to pre order the console so I was wondering if i can pre order it in store
    Solved!
    Go to Solution.

    Hey villan303,
    You can, indeed, pre-order the Xbox One Limited Edition Call of Duty: Advanced Warfare bundle at your local store! A deposit will be required to reserve your console, but for full details I'd encourage you to speak with an on-site gaming specialist or rep at the store's customer service desk.
    Thanks for your interest in pre-ordering with us!
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • In Store Pre Order Payment

    Can I pay off a pre order before the title is released?

    Hi jayxarr,
    That’s a great question! Pre-ordering games in-store comes with the luxury of only needing to put down a deposit of $5 on most video game pre-orders. However, we do know that at times, our customers would like to just pay the deposit in full and be done with it! I’ll gladly clarify the details around deposits on in-store pre-orders at Best Buy.
    As zztoluca has stated, the $5 deposit when pre-ordering in-store is only a minimum amount needed to secure your copy of any given game. If you wish to pay the full amount, you should be able to do so at the time of pre-order only. I don’t believe you can add to an existing deposit once the pre-order has been created. Also, for clarification, if you’re a Gamers Club Unlocked (GCU) member, you likely won’t see your GCU benefits apply until you pick up the game and fully complete the transaction. GCU benefits usually do not reflect on the pre-order receipt itself.
    Please don’t hesitate to let us know if you have any further questions and thanks for your inquiry about pre-ordering at Best Buy!
    Cheers,
    Brian|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

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