Experience: Lack of Proactive interest to sell, Streamlined Escalation procedure and training

Question

Sequence of events
Obtained coupon code for back to school special.
Placed Order online for an iPad Mini Retina 128 GB
Received email from Bestbuy.com that order was canceled.
Phoned Best Buy Customer Service-Customer Services rep could not find out specific issue why order was canceled.  She suggested me to verify all account info and called my credit card company
Phoned Credit Card company-CC company had no record at all that BestBuy even attempted to get pre-authorization code
Phoned Best Buy Customer Services-Informed the Customer Services rep about credit card company’s response.
Suggested Resolution 1 by Service Rep: Can  you try to place the order again?                                                    i.     My response:  I tried.  But the coupon doesn’t work anymore.
Suggested Resolution 2 by Service Rep: please send an email to [email protected] and see if they can resend you another code                                                                                                                     i.     My response: Could you help me escalate to this issue by sending a request for me?  It doesn’t make sense for me as customer to make so much effort to do business with BB while no one could tell me why it was canceled.  Besides, the email address is so long.
       ii.     BB Response: You have to send the request to that email address.  That’s what we were told to do.  They have to decide if you will get the code again.
       iii.     My response: Thank you.  (end of conversation).
9. Emailed BestBuy customer service to request clarification why order was canceled and requested re-issuance of coupon code.
- Here is response: Hello ****, Thank you so much for contacting Bestbuy.com regarding your college student deals. I regret to inform you that these coupons are unable to be replaced if the coupon is lost, stolen, or if your order is canceled or return/exchanged as it is clearly stated on each coupon. I sincerely apologize for any inconvenience this may have caused you.   Thank you, ***** Best Buy Enterprise Customer Care  
Yes, I am not a happy customer.  But I don’t think BB even sees me as customer.   With details of events, what’s wrong with customer service process design?   
This is my last attempt to buy anything from BestBuy because it appears that whoever posted issues related to canceled orders in the forum got their resolutions.   Check it out yourself by searching “canceled order”.  

Answer 1

Greetings cafenest,
Making purchases online should be an easy and hassle-free way to get your hands on some great products. As someone who makes the majority of their purchases online, I’m sure it was frustrating to find your order cancelled, especially without a firm answer as to why.  I’m sorry for any frustration this has caused, even more so as you've lost your College Student Deals coupon that was attached to your order.
There are many reasons as to why an order may be cancelled without first notifying you. It could be anything from the delivery address not being recognized by the assigned carrier (UPS or USPS) to an account detail not matching a credit card’s billing information. After looking through your cancelled order using your email address on the forum though, I’m unsure as to the exact reason why it was cancelled, and I’m looking into this further.
Once I have more information, I’ll follow up with you so that we may discuss what options we may have from there.
Thank you for your patience,
Alex|Social Media Specialist | Best Buy® Corporate
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