Horrible pre-order system!

I pre-ordered an iPhone6 the night it opened on 9/12. And the order was completed within half an hour of the online opening time. Because I did not receive any kind of confirmation, not in the online account, nor email, I decided to call customer care the next morning to check if the order went through. I was ensured by the customer care that the order was placed and completed, there might be a system delay because how many people are ordering now. A week later on the 19th, the supposed shipping date I was told originally, still no confirmation. I called again, and was told the order is completed but no shipping information yet, and they don't know why it wasn't showing up online. So I thought to wait for a few more days again, just because there might be too many people ordering, so mine got delayed. But when I called in yesterday again, I was told the order was pending because something didn't go through for the billing information. Please tell me how does this problem occur after 12 days of completing the order? And How did I now receive any notification about this problem online or through email? I had to check my billing info and called back again to correctly everything. Then I was told, the information was not wrong, but it couldn't go through. The order had to be cancelled and be re-placed. I only cancelled the order because I don't have any extra time to keep waiting on the phone.
I want to clear that I did not receive bad customer care. All of them helped me very nicely. But nobody could solve this problem because it's the system's fault, not theirs. My current phone is having too much issue. Or there wouldn't be any reason for me to pre-order a phone. I understand the last representative I talked to did what's in her power to help me, which is to cancel and re-place the order for me. But that is not an acceptable solution for me right now. I have already been delayed for an entire week, if not counting the time I waited during the pre-order. I have never been so furious about any business. This is just not acceptable!

I have had a horrible time with Verizon when it comes to ordering a phone! I ordered my Iphone 6 and was told that it would be here by Wednesday and it still hasn't came in. Now I am being told they wont ship it until after the 3rd. The rep. that ordered my phone said that it would be here by now and that the envelope for my old phone would come right after that. I am furious about none of the Verizon reps having the same information. I have been told so many different things by so many different people through verizon and it is getting very very old!!!!!!!!!!!!!!!!!!!!!

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Terrible pre-order system

I woke up early on the 12th, the first day you can preorder the new iphones to put in upgrades for my wife's and my iPhone 4s. After having issues with ordering on website, had 3 separate phone calls with Verizon to get this setup correctly (a tad excessive, but whatever, just happy to get this in the system as soon as possible so I could get in the queue). I was told that the even though both phones are on the same order, they would ship as they become available as I wanted the 6+ which I expected to take a little longer, so I wanted to make sure my wife's 6 would ship sooner then later.
As the order date kept pushing back when I would track, I found this odd so I chatted with customer service again and they assured me once again that they would not wait for both phones to be available to ship. I have seen my friends and family start to receive their iPhone 6's (many of whom hadn't ordered until the release date or after), and been to the Apple Store to see these in stock (and seeing on the Apple website the ship date being 7-10 days...many weeks after I already ordered). So again contacted customer service to NOW find out that the reason my order ship date shows 10/10, is because it is waiting for the 6+ to arrive in stock. Sure, I could cancel my order and replace them as separate orders, but those shipping dates now would move to 10/17 and 10/31. Thanks Verizon, why couldn't you have advised this in the first place instead of telling me false information. So despite ordering these phones several hours after they went live, I am waiting almost a month to get them (which for the 6+ I am ok with, but there should be no reason the 6 should take this long). I am glad other online sites (Amazon, Apple, the company I work for, etc) don't use the latest ship date to ship the entire order and instead, ship the items as available as to not punish the customer for wanting something that is having supply issues. Wish Verizon could do the same.

Hello tuncer-
I am very sorry to hear that your order for the PlayStation 4 was cancelled. I can certainly understand your disappointment.
Unfortunately, there isn’t much we can do if American Express flagged the purchase as fraud, which would cancel your order. Because of the limited availability of this item, we aren’t able to place a new order for you. You can find more information regarding our Conditions of Use for BestBuy.com here.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Pre-order question for iPhone5/Verizon

I have a quick question...
My wife and son currently have the iPhone4 with AT&T and they are now out of contract. I'm currently on Verizon. I want to change their carrier and pre-order the iPhone5 for both of them from Verizon. I want to add those lines to my existing Verizon account and transfer their numbers as well. Would I be able to do this through this through the Apple Store's web-pre-order system? (or possibly Verizon's?) or will I have to speak with someone about doing this?
Thank you so much in advance

Here's what AT&T had to say about new customers when the 3GS was launched. I'd guess the same applies to iphone 4:
http://www.att.com/wireless/iphone/en/iReady_checklist.pdf

IPad 2 UK Pre-orders

Yes, I know, no one knows except Apple when pre-orders for other countries will go live.
But my question is, will we definitely get pre-orders, or will the situation be the same as the US? No pre-orders, go straight to sale.
Do you think Apple will push back the release date, exactly like last year, because of the very high demand?
When do you think pre-orders, if any, will go live?
Are you planning to wait in line at an Apple Store, or other retailer?
Interested to here your thoughts

I don't think Apple will push back the release date for the countries whom are getting it on 25th March, In regards to the pre-order system I think it will be the same as the US.
In which case I will be at my local Apple store.

Pre Order of System of a Down

i preordered this, how do I collect now that its available?

The store should send you an e-mail when it's available for download. Don't download prior to the e-mail because if there were extras associated with the pre-order you may not get them. Be patient, the last time I pre-ordered, the e-mail didn't show up until about 6PM.

My BB is not putting pre orders into a number priority system...urgh!

I called and asked what number I was, and she said they weren't doing numbers. She said that it's based on when your appointment is.
How can they not prioritize orders by time and date? !?
She did say she expected to get enough to cover all pre orders.

That's my beef as well. Their own manual states they must number each order.
I mean what sense does it make to give someone an early appt time that ordered after me. And then I may not end up receiving a phone.

Iphone 6 pre-order help

Any thoughts on what do to do about the following scenario?:
10/06/14: "pre-order" iPhone 6 and 6+ in 64gb and 16gb respectively as well as cases and accessories, etc. at local Verizon store with
                 expected ship date 11/14/14. Note: also informed my bank card would not be charged for the accessories until shipment.
10/30/14: go back to Verizon store and change order to up both phones to 128gb with new ship date 11/21/14.
week of 11/21/14: order pushed back to 12/12/14 (found this out on website, no email received from Verizon stating this).
12/04/14: call "customer care" to check on order due to no activity on order status on myverizon only to find out that the order was cancelled.
                Representative didn't know why, and offered to place a new order over the phone but the shipment would now be 12/19/14 (which
                I thought was pretty generous considering I did not want it cancelled in the first place, nor did I even know it was cancelled
                until I called for myself).
12/04/14 (later that day): go to Verizon store to see if I could get more information on why my order was cancelled unbeknownst to me. Employee
                looks into it and states that "the order has not been cancelled, I don't know why you were told that but it's not cancelled." Informed
                employee that I re-ordered the phones over the phone with "customer care" prior to coming down here and asked if that's what he was
                seeing. Replies: "I see the order, it was cancelled due to supply, but has the same shipment date (12/19/14), don't worry it wasn't
                cancelled you'll get your phones just hang in there." So basically I was informed that I have an order with the same shipping date
                (which I already knew because I had to re-order but yet the answer to my question was seemingly that was and was not cancelled). Hm.
12/12/14: receive an email with instructions on how to back-up our devices while we are "eagerly waiting for our phones." Looking good so far.
12/15/14: my bank card is charged for the accessories and there is new documents in myverizon detailing the equipment purchases. Looking great now.
12/16/14: receive an email stating the order for the 6+ has been cancelled. Immediately call "customer care" and rep says she sees it was cancelled and
                does not know why. She asks if I'll hold while she looks into it. 30 minutes later a different person comes on the line, and has no idea who I am, or
                that I've been holding for 30 minutes while someone was "helping me", so I explain why I'm calling and that someone was supposedly helping me,
                he says he will transfer me to "customer care" and then click, the line goes dead, awesome.
12/16/14(later that day): once again I venture to the Verizon store to find out what is going on. Different employee this time, but story is the same. He tells
               me that the 6+ was cancelled but can not tell me why. He also states that it says there is a pending order for this particular line so he can't place any
               orders. This was apparently as quixotic to me as him, thus leading him to consult abother employee. Employee "2" was initially adamit that the order
               was cancelled but when employee "1" showed her that the upgrade status said pending order, she said the "system" takes 24-72 hours to "catch up."
              (Keep in mind that when the first round of phantom cancellations occurred I was able to re-order that same day, in fact probably within a matter of
               hours. whatever.) So I brought up the fact that my bank card was charged for the accessories the day before, and employee "1" says (in affirmation
               of what I was told during the very first order in October) that charges are only made when the order is ready to ship. So with that tidbit of info they
               came to the conclusion that I'll have to wait until 12/19/14 or that following Monday to see if I have a phone or not because at this point "anything
               with a pending status can not be accessed and calling 'customer care' won't be of any help because they will not be able to do anything either."
              So I do the only thing I'm able to at that point, leave. Note: I was generously given the option of returning the accessories for the 6+ should i find
              out that my phone does not arrive on the 19th or following Monday. (this was a huge relief because I was worried I might be stuck with a case and
              screen protector for a phone I'd never get.)
12/16/14(even later that day): despite being told that doing so would be futile, I call "customer care". Explained the entire story thus far and expressed my
               disappointment. The rep was understanding. She told me that the order for the 6+ has been cancelled but can not explain why. I asked about the
               charges to my bank card, she says (in contradiction to what I've been told all along) that sometimes the cases/accessories will come before phones
                are ready to ship. Hmm. She also says the order for the other line (iPhone 6) will "definitely be coming on the19th still." This is interesting because I
                have not received any shipping confirmation email (though to be fair I also never got them for the first round of cancellations either.) She further
                explains that she can not do anything about the 6+ order because the system has not "caught up with the cancellation" (ok, heard that earlier
                but still does not make sense seeing as I was able to re-order before) and advises that she would be able to give me a call back Sunday morning
                (12/21/12) to process the 6+ order again (again). So, I agreed as its either that or not get the phone (although if I don't get the phone I can
                still return the accessories for it at the Verizon store thankfully.)
12/17/14: receive email notification that the order for the iPhone 6 has, you probably can guess it, but nonetheless, been cancelled. So what do I do you ask?
                The answer is simple, nothing. Going to the store would be a waste of time and gas, and calling "customer care" would be a waste of time and my
                plans (albeit unlimited) minutes. So I decide to wait until Sunday, for the rep to "supposedly" call me back, so I can re-order what will now probably
                both phones only to be told the expected shipment dates are now January 2015, even though it will probably be fruitless because they will be,
                as history has foretold, cancelled within a week or two. But holding onto a sliver of hope because the rep said the one line (iphone 6) will
                "definitely be coming 12/19/14".
12/19/14: no iphone 6+ (no surprise). No iPhone 6 (a little surprised only because it was "definitely coming", but it's a very little). Still have the charge to
               my bank card for the accessories, no accessories though (still, not really surprised) but at least I'll be able to return the accessories I don't have
               for the phones we'll never get, so that's a plus I guess. No shipping confirmation, though I don't know why I'd hope for one seeing as the orders
               were cancelled. Again. (But at least I got an email this time.)
So I need help. We love Apple stuff and we want the new iPhones, but by the time we'd get them from Verizon our trade-ins will probably be too old for
the Edge program or the iphone 6S or 7 will be out. We have a family shared plan with 6 lines and moving to another carrier would be a pain (although
probably easier than what we've been through thus far with Verizon.) Ive heard ordering through Apple is the best route but you can't set up the Edge through them so that's out. I call the store every Friday (which I've been told is when they receive their order) but they never have the phones in, so that's also seemingly out. So I guess my question is does anyone know how to order the new iPhones on the Edge program and actually get them In a reasonable time? Otherwise I think we'll probably take our 15 year old account elsewhere. Thanks to anyone who reads/helps with this and sorry for the rant, I'm a little disheartened.

***Update: the rep that said she'd call me back, well, she didn't. Also, someone with a Verizon avatar and a "_VZW" in their name replied to this saying he would be willing to give me the "status" of my order, so I responded (even though I don't want the status as much as I'd like our phones), twice, and nothing back from him either. So, today our bill has the charges for our new phones on them. Yet we don't have our phones, nor is there anything leading me to believe that we will ever get them. Lol. Verizon has disappointed me in the past 2 months and I think I've been more than patient with them.

IPhone 6 Purchase (with pre-order)

I hope something can be done about the poor service I received.
I shopped around to see what store I would be purchasing the iPhone 6 (64 GB) from and went with Best Buy. I went into the store and did the pre-order on 9/12/14 at the Burbank, IL location. I asked a lot of questions and felt I was making a good decision about ordering from Best Buy. AT&T is my service provider and I called to make sure that my plan would not be affected and was assured that not be the case. I was told I would receive an email before 9/19/14 and I would be able to come and pick up my phone.
I received my email on 9/18/14 and read clearly that the process to activate the phone would take about 30 mins and the person whose name is on the account has to be present. When I arrived at the store on 9/19/17 at about 7pm, the mobile area was pretty crowded and an associate was taking names. I was told the wait was approximately 45 minutes. I was ok with 45 minutes and sat in the mobile area to wait, and wait, and wait. There were only 4 associates helping customers and in the 45 minutes that I was told that I needed to wait I did not see any associate finish with a customer and call a new one to be assisted. It took an hour for an associate to finish with a customer and I thought he would call the next customer on the list but he left and did not come back.
The reason why I am expressing my frustration is that there was no clear communication with the customers at to what was going on and why the wait was so long. Give the customers a clear expectation of what to expect and let them make their own decisions. If I knew the was was going to be over 2 hours I would have left. I had friends who purchased ther iPhones from Best Buy that same day at another location and they stated they were in and out.
I requested to speak to a manager and was informed there had been computer issues throughout the day and he appreciated my patience. Now we are down to 3 associates and by this time some customers had decided to leave but I did not want to make another trip for the same thing. What was really upsetting is that no other associate jumped in to help; not even the manager. The rest of the store was pretty empty and there was no managerial decision to pull help from other departments. One associate went through the whole process of activating a phone for another customer and at the last moment her mother wanted to purchase an iPhone 6 as well. I dont know if the associates work on a commission but that seemed to be unfair; they should have had to wait to purchase the 2nd phone. Another associates clearly did not know what she was doing; she had to ask for help on every screen to this slowed down the process.
Before my name was called the associate who seemed not to know what she was doing continued to text on her personal phone. So not only are you unsure about what you are doing; slowing down the process but you are also texting on your phone which is also slowing down the process. My name did not get called until about 10pm (which is the time the store closes) and the associate that took care (and I use that term loosely) of me was the same one who was texting on her phone. She was clearly distracted and entered my telephone number in the computer incorrectly with slowed down the process as well. I did report this to the manager as well and he offered me a free phone case; and I was appreciative but he was not addressing the issue. The issue is there are customers waiting and no one stepped up to the plate to assist. The customer should come first and I definitely did not feel this way. I am going to think twice about spending my time and money at Best Buy because of this experience.
Thanks for reading and if there is a customer reading this who lives near Burbank, IL I would reconsider.

Greetings rpurches,
I am super excited to purchase an iPhone 6 and am even considering the 64GB model myself. I’m sure you were truly excited to receive the notification that your phone was ready, and can imagine how disappointed you were after waiting longer than expected at the Burbank, IL store.
Our associates should be assisting our customers in a timely manner, while also maintaining a professional and courteous manner. Helping our customers in a timely manner can be difficult if system issues arise, however, we should be letting any waiting customers know so they do not feel left unassisted. I apologize if this is not the experience you had when you were picking up your iPhone 6. I am glad to hear that you brought this experience to the attention of one of the managers in the store, and were able to receive an accommodation for any inconvenience you may have experienced.
That being said, I am truly grateful that you have taken the time to share your experience here on the forum. It is not only insightful, but helpful for us to hear the experiences our customers are having. I can assure you that I have also thoroughly noted your experience so that the appropriate business teams and store leadership may review it.
If you should need any further assistance, please let me know!
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

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.
I drove to the same local store and re-hashed what I'd tried to accomplish during the morning. I was told there was no way to amend the shipping label once the order was input, despite the fact NO orders for this phone have yet to be fulfilled, since they are still in the warehouse. I work in a nine story building with every single office working for the same global company. There is no chance whatsoever that the FedEx delivery would ever make it to me without my name being on the label. I don't even think FedEx would try. It was just foolishness at the time the order was originally input (by the Verizon Store).
During the morning there was mention of possibly cancelling the entire order and starting from scratch, which I was totally OK with, as even that delay would be quicker than someone signing for the box and it sitting God Knows Where for days/weeks. When I said we should re-visit that option, I was now informed that it is a "Verizon Policy" to avoid fraud and NO pre-order phone could be delivered to any address except the account address of the phone owner. That was surprising to hear since it had been done (albeit incorrectly) just a couple of days earlier. The answer to that was, "Oh, she made a mistake in trying a work-around". Since I was recording our complete interaction (love that feature on my current phone), I asked manager Mike to verify a third time that he could not send a phone to my office address where I am during FedEx hours, and I could not adjust the existing order to come to the store for pickup. The answers were No and No.
My last two Verizon phones were shipped to my office, but I do understand that some company policies do change. I just think this is a doofus change. I also think it was pretty foolish for the original sales rep to miss putting a person's name on the shipping label. I have trouble believing that the computer order system would even allow her to make that mistake. But Verizon is in phone sales exclusively and not in the corporate shipping business. Perhaps this is some needed training.

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!!
I may (or may not) receive my phone a few days later than those ordering at the Verizon Store, but in my situation I was assured to get mine late due to the shipping label error. No matter what, I'm going to be pleased with my purchase, and BestBuy just earned additional respect with the way they accurately handled my Verizon purchase. VZW it still a quality mobile phone provider, but (in my personal opinion) they are extremely weak in the guest service side of the business . . . which almost negates those other positive things.

Can't pay off pre-order to join Gamer Club Unlocked in weekly ad?

So I got the Best Buy ad this moring in the paper and saw the "Join Gamers Club Unlocked for $30 when you buy any new game $39.99 or above." Knowing I still had 3 preorders outstanding, I called up the Rewards Zone 866 number and asked them if I would be able to take my preorder in and just pay it in full to satisfy the requirement so I could join. Of course is what I was told and just to take my pre-order receipt into customer service.
I head into Best Buy in Castleton, Indiana (#229) and head to customer service as told with the ad and explain I called the RZ 866 number and they told me to bring it to them. After the lady handling the registered called someone, he told me that it would be no problem and he would just have to cancel my preorder and then to just pull the game card and one of the Gamers Club Unlocked cards and the register would take care of it.
Then that is when everything went South.
I hand the individual the two cards and he proceeds to tell me I could join the GCU for $30 when I buy a game. When I told him I wanted to pay in full for the game he told me I could not do that because "it's two different systems." I explained that I had already spoken to the RZ folks as well as customer service and then he told me "well I should know, I'm the video games guy." I then told him I would just come home and call the RZ folks again, asked for his name and store number which he gave me in a smug tone and I left. As I was walking out the sliding glass doors he said "have a nice day" in a condescending tone. That set me off. I turned and asked the security guy for a manager to complain about the terrible customer service and attitude and the manager was apathetic in helping me. After explaining what I was trying to do, he said he "thought" he could help me. At this point I was overly annoyed so I told him to forget about it and left.
If you look at the add, nowhere does it say you can't pay in full for a preorder game to satisfy the requirement. Obviously it can be done because the folks on the 866 number said it would be no problem and I've seen multiple posts on several video game forums of people doing it at their local store. This is probably the third time in the last year I've had issues with associates at this store on advertised deals. So what gives? Lack of training? Employees that just don't care?
So now my dilemma is do I go to another location to see if they can help me or do I just cancel all of my preorders and find a new retailer?

Hello Jason,
Enuf is spot-on: since in-store pre-order deposits are not considered to be actual purchases, bundle offers such as our current Gamers' Club Unlocked promotion do not apply. If the title you reserved is released and you pick up your copy while the offer is still in effect, then you would be able to take advantage of the bundle savings during the final sale. Otherwise, you will need to purchase another title $39.99+ to be eligible.
As far as why your thread was moved is concerned, all My Best Buy Gamers' Club-related inquiries -- including those on promotional offers, benefits, and pre-order bonus certificates -- belong in this board. Our In-Store Purchase board is intended as a place for customers to post general policy inquiries, share their in-store experience, and obtain support for existing/prior purchases.
Thanks for your understanding, as well as for taking the time to post!
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Pre-order movies - Why no invoices and proof of agreed payment?

I pre ordered a movie to save some money.. (14.99 vs 19.99) then the day comes when it comes out and my invoice says its 19.99.
Upon doing a little research, I realized, I never got an invoice of my pre-order showing the amount I actually pre-ordered for. Then, looking at my account page to check my pending pre-orders, they only show the movie and a cancel button.
You really don't get a confirmation how much you agreed to pay until the movie is out and ready to be downloaded. (Day you are actually charged)
This is the first time, I am not happy with Apple..
In my opinion you SHOULD confirm via email the person's pre-order and the amount he or she agreed to pay at the time of ordering. If you go and change the prices on me, why should I bother to pre-order anything? Smartly you leave the customer with no records, unless he or she takes a screenshot. (Which I now did and I have a little database to reference) If I am wrong, please advise why we don't get an invoice etc.. I would love to be proven wrong here. Especially, since I am a HUGE apple fan and this is the first time, I am truly disappointed and have the feeling of being duped. (Something Apple never had to stoop to, since the products speak for themselves)
Thoughts?

Hi Gail,
No worries, I appreciate you taking the time to reply.
I was more hoping for someone at Apple to reply and advise on this "invoicing system" .. as well as raise the issue to other customers.
Amongst my remaining 4 pre orders, I have one, of "Interstellar". By the time I figured out that I am actually charged more than I recall paying for at the time of my pre order, the charge went up to 19.99. When I placed the pre order, I am fairly certain it was 14.99. No proof at this point and of course, I can go and cancel that pre-order. But I would also cancel the original price I purchased this at. If only there was some way to track it. (that somewhat the reason why i started the post) All other pre-orders, I went in, clicked the purchase button and took a screenshot of the popup that notifies me that I already purchased the item. Thus, proving the purchase as well as showing the price in the background. (while it is at 14.99).
Anyways, I am probably making that sound more complicated than it needs to be.. still, the question remains.. how do I or other customers know what they paid for in a pre-sale? Once the item is out and the movie confirmed as purchased via invoice at the date of release, there is no going back.. no returns and at the same time, the customer can't proof a thing. (nor would I want to then get into a "he said, she said" situation with apple)
If I don't get some sort of resolutions, pre-orders will simply not be worth it. I don't want to fight each measly charge via screenshot proofs etc..
Sadly as I am moving to a complete digital movie library for all my purchases, this really is something I would love to get resolved. My library is far to big, to suddenly start moving to an amazon digital library.

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,
You certainly shouldn’t be running into so many issues with pre-order deposits at your local Best Buy. I’m familiar with hiccups with these in the past, but I haven’t heard anything for quite some time now. Our systems are setup to automatically apply your $5 deposit to the final transaction when a game releases, so this leads me to believe that some of your pre-orders aren’t being fulfilled properly at the store level. I’m very sorry if this has occurred on any of your pre-orders!
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,

Missing points from a pre-order?

Hi Best Buy Team,
I sent this in a PM to Aaron but I'm posting it here so it doesn't get lost in the mix.
I really hope you can help. I'm a GCU member. I pre-ordered four games this month and followed through on purchasing all of them. My purchase on 11/18 did not apply the rewards points as I believe it should have and phone service has been of no help. Here are the details:
On 11/11, I put $17 each ($34 total) down on Grand Theft Auto V and Dragon Age: Inquisition. As a Gamer's Club Unlocked member, I pre-ordered both to make sure I would receive the $10 certificate for each game (I not know only GTA was eligible). On 11/18, I followed through and purchased both games. At the time, the teller mistakenly rang up "The Great White Shark" DLC for GTA V for $19.99 and then processed it as a return to void the transaction. I received both games, having paid $47.99 for each, but obviously not the mistaken DLC.
Today, I noticed that I was only attributed 230 points for the 11/18 transaction (the total on my account reads $123.65 but includes the mistaken $19.99), which, as you know, isn't even enough for $5 certificate, much less a $10 certificate.
The phone representatives I've spoken to on the phone have told me, at different times, that a) 230 points is all the two pre-orders will provide; b) that I'll only receive one $10 certificate; and c) that I won't even see the points for 15-30 days, which wasn't the case for the first two games.
Please help! You seem like you know much better how the system works than the reps in the call center. Also, the 11/19 certificate that my account says was issued was not received at my gmail account, in any of the folders, including spam. Is there a way to access this on the website or to prevent it from "auto-issuing" so I can just claim it?
Thank you!
Sincerely,
Chris
Solved!
Go to Solution.

Hello Chris,
Thank you for joining Gamers Club Unlocked, and thank you too for pre-ordering your games from Best Buy. I'll be happy to answer your questions today.
As you have confirmed that the purchase is on your My Best Buy account, you should be all set to receive your "Get $10" points. These can take up to 20 days to post to your account, and promotional points do now always appear as pending before they post to the account. As our contact center agents confirmed, please allow a full 20 days from the date you picked up GTA: V to see your points in your account. If you don't have them after that time, please let us know and will be more than happy to review your account to see what is happening.
When certificates are issued, points are first pulled from your account, then the certificate is generated and an email is sent to you advising you of its availability. There is typically very little time between these two occurrences, but in some circumstances it may take up to 24 hours. You should be able to find your email today, but if you intend to use the certificate in-store a cashier can simply attach it to the purchase when they look up your membership on the transaction.
Thanks,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

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

Pre-Order games and the GCU

There seems to be 2 options.
Go to a store, print out the ticket, go to the register and pay $5 to hold your copy, or put money down. Come back and relay on the system to give you the 20% discount.
Order online, get the discount right away, pay in full and have it shipped to you.
Is there an option I am missing somewhere such that I can pre-order online, pay in fulll and then pick it up in store on release day?
I pre-ordered Witcher 3 online, paid in full, and the only option was to get it shipped.

Hi there bobberuchi-
I’m glad to hear that you joined us on the pre-order train for The Witcher 3! All aboard the hunt train, choo choo!
It sounds like the store you initially choose had already reached their limit for in-store pre-orders which can happen with some titles, I’m glad to hear that you found a store near your office that still had availability.
I hope you enjoy the game; everything I’ve heard so far is that it’s amazing!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Horrible pre-order system!

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