i JUST PLACED AN ORDER AT BESTBUY.COM. WHEN I GOT CONFIRMATION EMAIL BACK I REALIZED IT WAS SHIPPING TO MY OLD ADDRESS. I IMMEDIATELY CALLED CUSTOMER CARE AND THEY TOLD ME THERE WAS NOTHING THEY COULD DO. I EVEN ASKED TO SPEAK TO A MANAGER. SHE SAID ALL I COULD DO IS WAIT 16 DAYS. IF WHOEVER GETS THE PACKAGE DOESNT RETURN IT, THEN THEY CAN RESHIP. SHE SAID THERE WAS NO WAY TO STOP THE SHIPMENT OF THE ORDER. THIS WAS AN ORDER I HAD PLACED LITERALLY 10 MINUTES PRIOR!!! BECAUSE OF THIS I'M SERIOUSLY CONSIDERING NEVER ORDERING FROM THEM AGAIN. I FIND IT HARD TO BELIEVE THEY CANT STOP THE ORDER, ETC. THIS IS AN ITEM WHICH IS ALSO A PREORDER!! HAS ANYBODY ELSE ENCOUNTERED THIS KIND OF TREATMENT?

THE MANAGER LADY ALSO SAID DUE TO THE HOLIDAYS, AS SOON AS YOU PLACE AN ORDER IT PROCESSES SO QUICKLY YOU CANT MAKE CHANGES. THIS IS CONTRARY TO THE SITE SAYING YOU CAN CONTACT CUSTOMER CARE TO MAKE CHANGES. SO BE CAREFUL CAUSE WHEN YOU FINISH YOUR ORDER ONLINE ITS TOO LATE TO CHANGE YOUR MIND.

no trying to have a conversation with myself, but will changing my credit card info on my account force them to cancel the item where i can place it again with the correct address?

You can bet if it was a pricing error on their site they would be able to cancel the order....

I had the same thing happen with Buy.com, only I pre-ordered something well in advance, and then ended up moving before it was released. They would not change the order. The good thing is the package found me at my new address.

So you'll never order from a place again when the problem is one of your own carelessness? Silly.

If it really was only minutes after the order that he tried to change, then maybe he's doing it because Best Buy is too big or too lazy to care about customer service. People make mistakes, but most companies are willing to work with customers to try to fix them.

I've never been to BestBuy, but I've heard one is going to built in my town. After all the stories I've read, and hearing how messed up they are, I'm not sure whether I'll even bother to check it out once it's built.

tasha

Don't believe everything you read. There's really nothing wrong with the place. It's just more fun to post and complain about a store, which is why you read so many complaints.

Do you want Best Buy to think you are the Devil?

My order has shipped already..9 hours since i placed the order..the website is lying saying you can call customer care to assist with changing order, etc..i called literally mins after placing my order but they refused to help me. apparently this must be part of a corporate plan to boost revenue by refusing to cancel orders, thinking that most people wont go through the hassle of returning an item..i hope whoever receives my package enjoys it. big thanks best buy!!!

If it's already shipped, maybe they really couldn't change the order. I've had that happen at Amazon--once I got all excited about a toy sale and bought more than I needed. Ten minutes later, I got cold feet and couldn't delete any items (not a bad thing--my backlog of toys means I'm prepared for birthday parties). If they really took a few days, I think your complaint would be valid, but it sounds like they really are just trying to get gifts out as quickly as possible to ensure delivery by Christmas.

It is not all that wierd that an order cannot be changed once placed. This is pretty standard on all websites, unless the item is backordered or preordered or something of that nature. I think most orders for instock items at lots of sites get routed immediately and automatically to the warehouse for shipping so there is nowhere it can be stopped at that point. Most sites are more than happy to change your order if it is not at that stage, but I literally have gotten shipping notifications within hours of placing an order at quite a few sites, so I understand that they have no way of changing the order after I hit submit.

I wish all websites would ship my stuff out right after I placed the order.

It happend to me too. I was looking for the blender at BB on Black Friday. Of course it was all gone. I went home and placed an order online that evening. Next morning I went back to BB for some RZ bonus point purchase and half a dozen blenders magically appeared on their BF sale table. I was thinking to cancel the order and just pick one up in the store, so I called bb.com and they couldn't cancel it because it had already entered shipping. Ok. UPS doesn't do shipping pickup on Saturday and Sunday. So I thought they must mean they had or were packing my blender for shipment. Anyway, I didn't pick up the blender in the store but wait for it to arrive on Friday.

I'm sorry that they couldnt change it, but it is your own fault. Any reason why your billing address was updated to your new address but not your shipping? For most people the two are ususally the same, and if the billing address was listed wrong, the order shouldn't have been processed.

You really don't shop in many BB's do you?

I DID change the billing address. I THOUGHT this had also changed the shipping address but I obviously was wrong as it only changed my credit card billing address. I did get 2 replies back, both canned. It's nice to know that customer service reps at bestbuy dont have the time to respond by writing or apparently think as they just find the appropriate form letter and mail it off. Here are my responses:

Thank you for contacting Best Buy about your order #BBY01-*******.
I'm Jarold with Customer Care.

We appreciate your concern about modifying your order. Your order has
reached a point in the processing stage where it can no longer be
changed. Once your order has shipped, we encourage you to contact the
appropriate delivery company to see if you can have your package redirected to
the correct address. We apologize for any inconvenience this may cause.

If returning to the store is not an option for you, just follow the
instructions on the back of the packing slip. Once it's returned, we'll
credit you for the full amount of the product. Shipping charges will
still apply.

Did you know that Best Buy has an affiliate program? Add value to your
Web site and earn commissions by joining the BestBuy.com Affiliate
Program. When you direct a visitor from your Web site to BestBuy.com and
they make a purchase, you can earn commission dollars.

http://bestbuy.reporting.net/program_pages/promo.html

We look forward to your next visit to one of our stores or to
www.BestBuy.com. Please do not hesitate to contact us with additional questions
or concerns.

Best wishes from Best Buy,
Jarold and the Customer Care Team

and :


Thank you for contacting Best Buy about your order # BBY01-*******.
I'm Shayna with Customer Care.

We appreciate your concern about modifying your order. Your order has
reached a point in the processing stage where it can no longer be
changed. ********(Bonus Dvd) (Deluxe Edition)-CD-***** has
shipped out. We encourage you to contact the appropriate delivery
company to see if you can have your package redirected to the correct
address. We apologize for any inconvenience this may cause.

If returning to the store is not an option for you, just follow the
instructions on the back of the packing slip. Once it's returned, we'll
credit you for the full amount of the product. Shipping charges will
still apply.

Have you taken advantage of the huge music CD library at Best Buy? We
carry CDs from Classical to Gangster Rap and everything in between, and
our prices give you great value on your favorite artists. We even offer
professional reviews of many albums to help you make the right choice
for you. To view our vast music selection, go to http://www.bestbuy.com,
go to:
http://www.bestbuy.com/site/olspage....&type=category

We look forward to your next visit to one of our stores or to
www.BestBuy.com. Please do not hesitate to contact us with additional questions
or concerns.

Best wishes from Best Buy,
Shayna and the Customer Care Team

so no help.the first email was before it shipped and second was afterwards. i just dont understand why they cant change an order before its shipped, i mean its not shipped..what am i missing?..The only other time i've had to call bestbuy was about a year ago when i wanted to cancel an item i decided i didnt want. they refused and the order didnt even ship out until days later.

I have, and I can only think of one time I wasn't totally happy with them. And it was in a store I usually never have a problem with.. that store even helped me go through three boxes of Smallville to mix and match a set that wasn't broke or scratched.

Big e-tailers have very complicated and large infrastructures. Once an order enters the shipping phase, they have no easy way to pull it out. Imagine having thousands of orders being picked and packed simultaneously, and them trying to hold up the process to locate and remove the shipping label prepared for your package, remove the item from shipment preparation, etc. It just isn't logistically feasible. Imagine if their operational standards are to have every order pulled and shipped complete in about 2 minutes, then imagine if it holds up the process by 15 minutes to locate and cancel an order each time a customer asks, and it would make it impossible for them to get the other orders shipped out on time. (I'm just making up numbers here for illustrative purposes.) Also, realize that the shipping phase is not just when the box is packed. Imagine having a stack of 10,000 orders to go out on a particular day, and having to locate and remove yours from the picking phase. You try and locate that order and stop it without holding up the other orders. Just not practical.

The exact same thing happened to me a few months ago... the website offered a TiVo for $100 minus a $100 rebate (net cost: $0). I wanted to jump on the offer, so I was in a rush to buy. I changed my address and my billing address, but I apparently didn't change my shipping address, so my item was sent to my old address. I caught the problem within 5 or 6 minutes of hitting order, and tried to call with no luck. The lady kept saying the entire process was automated, so there was nothing they could do. It didn't ship for another 2-3 days.

Luckily, I was back in my old town on the day of delivery, and I knew my UPS guy, so he just gave it to me. I ended up returning it to Best Buy.