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Posts: 2
Registered: ‎03-21-2019

Best buy employee cancelled my pre-ordered s10+ phone

I ordered a s10+ in-store and yesterday I went in to inquire about the delay and when it will arrive. The employee misunderstood me and cancelled my pre-order which made me extremely upset. It was hard for me to not go off on that person. That person told me that they will re-instate my preorder and i should get an email within 2  business days saying it has been reinstated. However, this morning I talked to a best buy customer support on the phone and they said that isnt possible and what they did was probably just ordered it again for me. Is that true? If so then that employee lied to me which is extremely wrong and also if she did order it again, it pushes my delivery back even more. I really need a phone since my current phone is broken and it was really freaking frustrating that she did that. Also, I lose the $130 gift card from samsung for the ear buds. What can I do here? I feel like i deserve some incentive back. Is there anyway I can get my phone when I was supposed to get it and will best buy make up for the lost $130?


The best buy support on the phone advised me to talk to the mobile manager and ask him for a 130 usd gift card to make up for that. I would really appreciate it if best buy does that for me, since it was an best buy employee who did this.

Posts: 2,200
Topics: 91
Kudos: 253
Solutions: 107
Registered: ‎10-19-2017

Re: Best buy employee cancelled my pre-ordered s10+ phone

Hello, brain_damaged,


Thank you for taking the time to reach out to us about your recent experience. The Galaxy S10+ is certainly an exciting phone so I can understand why you would be eager to get your hands on one.


Generally speaking, if your order was cancelled, then the only way to receive the product would be to place a new order. There is not a way to undo a cancellation after that has happened; I apologize if there was a misunderstanding about that when you were speaking to the store. Though I know this isn’t the answer you were hoping for, If you were to place a new order, the fulfillment date could not be pushed up as orders should be fulfilled in the order that they were placed and the new order would have been placed at a later time.


I cannot make any promises of a particular outcome, but I would be happy to reach out to the store leadership on your behalf to let them know about your situation and request. So I can do that, I will need additional information from you. Please send your full name, your phone number, your email address, and your original order number to me via private message. You should be able to select the “private message” option in my signature below this post.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate