Buy 2, Get 1 Free - Blunder!

Question

Maybe someone here at the awesome BB Forums can give this a shot or at the very least ensure my current order is still processed correctly, so I wont be disqualified form the buy two, get one free promotion.
Order Date: 12/08/2014
Order Number: {removed per forum guidelines}
On my most recent order I was hoping on switching up a game before it's was processed and shipped.  Because after placing the order and checking my collection, I had then released I actually already owned the collectors edition of one of the games I just ordered.  DOH!
So I tried the Best Buy phone support twice, round one I got no were, but round two seemed hopeful and although the women helping me really tried her best to make this happen.  I think in the end that my order may now not qualify for the buy two get, one free promotion.  She couldn't swap the games so she just tried to cancel the entire order and just have me re-order.  I know she meant well but this was not exactly what I wanted to do.
So now my order has the one game I actually would like to switch up anyway with a "Cancellation Request" in the Order Status bar but on the side it says "Item can't be canceled Why?"   The promotion details state this is a no no, so I don't know what's going to happen now.
I would ideally simply like to just swap one game for another before the order is fully processed.  The game I want to switch with actually cost a few dollars more so it would not effect the promotion in any way, since the free game is always the cheapest one in your order.  However if this can not be done.  Then at least ensure my order will still be processed correctly and nothing gets cancelled, so I wont be disqualified for the current promotion.
So the game in my order that I would like to switch titles with is also the same game that has the "Cancellation Request" which is:
Devil May Cry 4 - Xbox 360 - SKU: 8649714
I would like to swap "DMC4" above with the following game title below "TCSCB":
Tom Clancy\'s Splinter Cell: Blacklist - Xbox 360 - SKU: 5667876
Little switch-aroo action!  
Perhaps this could still even be done even after I receive my order.  If I return the title I don't want for the one I actually do want.  If not then I guess I can always sell it back to my local Best Buy as a "never opened new" used game?  Ugh. 
Thanks in advance to whom ever tries to work their magic on this issue.  -  3DK
3DKillers - Founder of ClaN G!B

Answer 1

@ himeko123
Thanks for the advice I guess that makes sense.
So I went ahead and returned the entire order at my local Best Buy tonight.
Which was a real fun time since the one game that was marked canceled out of the three, could not be found in the system and there was a whole lot of confusion and waiting...
Order number: *****-********0998
Order date: 12/08/2014
So these two games were processed correctly and $-11.99 was returned to my card.
GAME 1 OF 2 $11.99:
DmC Devil May Cry Xbox 360 
MODEL: 33028 
SKU:  5667242 
FREE GAME:
WWE 13 Xbox 360 
MODEL: 55497 
SKU:  5711021 
However the game below that was marked as canceled as I explained above did not process correctly and they actually charged my card additional $12.84 even though I had already paid the entire amount of this order of $24.83 when I placed it online!  Then that amount was then returned.
GAME 2 OF 2 $11.99:
Devil May Cry 4 Xbox 360 
MODEL: 33004 
SKU:  8649714 
So now I just basically got screwed over!
Because I never should have been charged any additional amount in the first place.
So just to explain this one more time so all is crystal clear.
My refund total should have been for the exact amount of $24.83
I was first returned $11.99
For the two games that shipped together.
Then for the game that shipped separately, I was first charged an additional $12.84
Which that amount was then returned, however I never should have been charged anything
during the return because that amount was already paid from the $24.83, understand?
Buy over charging me the additional $12.84 that then puts the total of this order at $37.67
So in the end I'm still short $12.84 on this return all because of the confusion of that canceled game.
This issue has really frustrated me and become a real drain on my time.  I think because of all the confusion on Best Buys part and unnecessary stress and waste of my time due to this issue.  Best Buy should not just refund me the $12.84 which I am still owed, but round that amount up to at least $20.00 for all this BS and to serve as an apology to show apparition for such a patient, understanding, loyal and dedicated  Best Buy elite plus customer.
THNAKS - 3DK
3DKillers - Founder of ClaN G!B