Online pre-order never made it to the store

Question

 Hi BBU,
 I placed an online pre-order for the "guilty gear xrd sign limited edition" for ps3 (sku: 9317061) on 11/20/14. A few days later I needed to change the payment method, but couldn't, so I had to place a new order for the same item on 12/11/14, and cancel the old order. For both orders I selected to have the item sent to Store 513 (Northlake, GA) for pick up.
   On the 22nd I received an email stating that the item would be ready for pick on the 23rd, which was the official release date for the game, but when I went to the store to pick the game up it wasn't there and nobody knew what happened to it. While I was still in the store I called the "888 best buy" number to see if I could get any information from them. They spoke to one of the associates in the store, who then told me that they would try to find out what happened to the item, and see if they could order a replacement. They said that they would call me later to update me on the situation, but they never called back. Later that day I called the 888 number again and the person I spoke to was able to contact the store again to try and get the situation sorted out. I was again told that the store would give me a call with more information, but that call never came.
   The next morning, 12/24, I received an email stating that the item was going to be available for pick up, and as of writing this the order status still shows "ready for pickup."  This time I called the store to verify, and once again they told me they didn't know where the item was or what happened to it. I then called the 888 number to see if I could get any information from them, but the person I spoke to was rude and barely let me finish explaining the situation. When I was finally able to finish explaining she simply told me there was nothing she could do since the item is out of stock, and I should just cancel the order and buy it somewhere else.
 I don't know if the order can be replaced, but I just wanted to know if I could get a more definitive answer from someone about what happened to my item so I can prevent this from happening again.
Thank you

Answer 1

Hi kitlink,
Admittedly, I’m not too familiar with Guilty Gear Xrd –SIGN-, but I’ve seen a decent amount of posts about it! I know the Limited Editions of games like this are usually pretty sought after, so I’m very sorry to hear that you may not have received a copy, especially if you pre-ordered. I’m happy to research this and offer an explanation as to why this may have occurred.
Using your email address on file for the forums, I was able to locate your pre-order. From what I can see, the pre-order has been cancelled, which is likely do to you not picking up your copy. Furthermore, it appears the stores in your area may have not received inventory for this title, which is likely due to inventory constraints since it’s a Limited Edition version of the game. When looking on BestBuy.com, I do also see the Limited Edition is sold out.
Again, I sincerely apologize if you pre-ordered and didn’t receive a copy. We do our absolute best to fulfill all pre-orders placed with us, but, there may be times where constrained inventory may result in some pre-orders not being fulfilled.
Please feel free to send me a private message via the link in my signature if you have any further questions here and thanks for posting on the forums.
Sincerely,
Brian|Senior Social Media Specialist | Best Buy® Corporate
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