Does anyone else have issues of Best Buy cancelling all your orders lately?

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May 2nd, 2020 10:18 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

May 2nd, 2020 10:18 pm

Does anyone else have issues of Best Buy cancelling all your orders lately?

I bought a few things earlier this month at Bestbuy.ca, no issues at all.
I tried to order the Corsair K68 RGB refurb keyboard at bestbuy, and got cancelled for no reason and no notification email. Contacted Bestbuy live chat and was asked to call instead, waited 3hrs on hold and finally spoke with a rep, of which I was asked to re-order again.
Called and verified with my bank that there is no issue on my credit card. Tried reordering and got cancelled next day.

Then I went ahead to contact Bestbuy via both phone and live chat, both asked me to try reordering, told me there is a "verification error". Since the refurb keyboard is out of stock, I was adviced to order a brand new one, and the online rep gave me a discount on the new order attempt for my trobules. Then this morning that order was cancelled as well.

Is anyone else having the same issue?

Note:
- 3 total order attempts.
- Verified with bank that there is no issue with my credit card, nor was there any failure attempt to charge my credit card by Bestbuy.
- Shipping and Billing address matches
- Anything I ordered during April 1 to April 23 all went through fine. Anything I ordered after the 23rd was cancelled, no matter what it is.
- Spent a total of 8 hours on phone calls (3.5hr 1st call, 4.5hr 2nd call) + chat sessions to have this resolved but with no avail.

Anyone on RFD has experience with this kind of situation?

Last edited by Realrena on May 2nd, 2020 10:18 pm, edited 1 time in total.
Reason: Title edit

26 replies

May 2nd, 2020 11:04 pm

IWannaWin: Deal Addict; Jan 31, 2011; 1758 posts; 2702 upvotes; Ontario

May 2nd, 2020 11:04 pm

Did you place a lot of orders recently? Ask if your Best Buy account or shipping address has been flagged for something (like bulk buying). In the meantime you can try placing an order using your Flex delivery shipping address. It's free but you have to pick-up the package at the post office.

May 3rd, 2020 5:39 am

NabeelS182: Member; Oct 16, 2014; 272 posts; 165 upvotes; Toronto

May 3rd, 2020 5:39 am

I ordered a camera on Thursday and it is still not shipped. Will let you know once it ships. I hope it doesn't get cancelled. It was an open box geek squad item

May 4th, 2020 11:05 pm

NabeelS182: Member; Oct 16, 2014; 272 posts; 165 upvotes; Toronto

May 4th, 2020 11:05 pm

My order shipped today

May 5th, 2020 12:18 am

akz: Deal Fanatic; Sep 13, 2004; 5143 posts; 1066 upvotes

May 5th, 2020 12:18 am

I had this happen to me on a previous bestbuy order. The issue is not on the CC side. I called and verified my CC; heck I even placed the order with them on the phone and not once does my CC get the notification. I had to end up using a different credit card and magically a few months later the other card worked fine again. You can try escalating internally but you will only get the same answer. This was a few years ago.

"The first rule of RFD is, you do not talk about RFD."

+2

May 7th, 2020 9:47 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

May 7th, 2020 9:47 pm

akz wrote: ↑ I had this happen to me on a previous bestbuy order. The issue is not on the CC side. I called and verified my CC; heck I even placed the order with them on the phone and not once does my CC get the notification. I had to end up using a different credit card and magically a few months later the other card worked fine again. You can try escalating internally but you will only get the same answer. This was a few years ago.

Damn that's not good.
Well its been a few days since they submitted the inquiry to their "head office" about the situation, but still no word as of today.
EIther way, I lose out on the deal for the refurb Corsair K68, no biggie.
Thanks for everyone who commented!

May 8th, 2020 1:30 am

fremmy: Sr. Member; Jun 5, 2016; 608 posts; 803 upvotes

May 8th, 2020 1:30 am

Best Buy doesn't like it when you place too many orders in a row or in a time span and will start canceling them. I think even 1 a day for a few days causes issues with their fraud detection.

May 15th, 2020 5:39 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

May 15th, 2020 5:39 pm

A quick update
There has been no response at all from Bestbuy's "backend" team, after repeated attempts to have this resolved.
On top of that, I was advised by a customer service rep to use a new account and another credit card, and attempt to order again. Did exactly that, and after 2 days the new order got cancelled, again.
Is Bestbuy toying with its customers?

May 15th, 2020 6:56 pm

Kiraly: Deal Expert; Jan 9, 2011; 18720 posts; 26578 upvotes; Vancouver

May 15th, 2020 6:56 pm

Is there anything odd about your address? Special characters in it? My street name has an apostrophe in it. All sorts of online systems choke on it and don't know what to do. I tried to apply online for a Meridian credit card for weeks and the application kept erroring out; it turned out to be that damn apostrophe. Now I usually just leave it out.

He/him
So how much is that loyalty point you earned actually worth?
List of RFD credit card lists
Did you get hit with customs/duties/import charges on an Amazon.ca purchase? Fight back!

May 15th, 2020 7:35 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

May 15th, 2020 7:35 pm

Kiraly wrote: ↑ Is there anything odd about your address? Special characters in it? My street name has an apostrophe in it. All sorts of online systems choke on it and don't know what to do. I tried to apply online for a Meridian credit card for weeks and the application kept erroring out; it turned out to be that damn apostrophe. Now I usually just leave it out.

Nope. Nothing odd with the address itself. Address does not contain any special characters, nor any "suite", "unit", "apt #" etc.
I guess Bestbuy hates me.

Oct 30th, 2020 10:22 am

peterrod: Newbie; Mar 1, 2011; 29 posts; QC

Oct 30th, 2020 10:22 am

Realrena wrote: ↑ Nope. Nothing odd with the address itself. Address does not contain any special characters, nor any "suite", "unit", "apt #" etc.
I guess Bestbuy hates me.

@Realrena Did you ever solve this issue? I've been having the same issue for months now, I've tried three different cards and PayPal but they always get cancelled. I was going to try a new account but probably the same thing will happen as it did with you. This only hap[ens with the Best Buy website. I've made sure that the address matches the billing address on the statement to the letter, but nothing has been fixed. It's as if the account is flagged for some reason.

Oct 31st, 2020 1:52 pm

Redhammer: Newbie; Feb 8, 2015; 33 posts; 7 upvotes; Ajax, ON

Oct 31st, 2020 1:52 pm

I have the exact same issue. I think I’ve been flagged for bulk buying. Even though bulk is minimal and it’s not like I’m abusing their system for the 1 household limit item. Head office and tech support have multiple tickets open so I’ll probably wait it out and give it a few years before buying from them again just like someone else mentioned or buy in person at the store but now their in-store pickup option also charges you before you can reserve there and I’ve had a few orders cancelled that way too.

Nov 2nd, 2020 5:18 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

Nov 2nd, 2020 5:18 pm

peterrod wrote: ↑ @Realrena Did you ever solve this issue? I've been having the same issue for months now, I've tried three different cards and PayPal but they always get cancelled. I was going to try a new account but probably the same thing will happen as it did with you. This only hap[ens with the Best Buy website. I've made sure that the address matches the billing address on the statement to the letter, but nothing has been fixed. It's as if the account is flagged for some reason.

Nope. I have tried everything.
New account, new email, new credit card, nothing worked for me. Called BestBuy multiple times and no one there can tell me anything. Emailed them multiple times and never got a reply.
I tried to order something after a 4 months hiatus and they canceled them as well. No reasons were given.
I gave up and just never shop at Bestbuy.ca again. (P.S. I used the exact same card to purchase in-store and it went through ok, so its not my credit card)
It seems like they flagged my billing address.
As for bulk buying. No I did not bulk buy.

Nov 2nd, 2020 6:45 pm

peterrod: Newbie; Mar 1, 2011; 29 posts; QC

Nov 2nd, 2020 6:45 pm

Realrena wrote: ↑ Nope. I have tried everything.
New account, new email, new credit card, nothing worked for me. Called BestBuy multiple times and no one there can tell me anything. Emailed them multiple times and never got a reply.
I tried to order something after a 4 months hiatus and they canceled them as well. No reasons were given.
I gave up and just never shop at Bestbuy.ca again. (P.S. I used the exact same card to purchase in-store and it went through ok, so its not my credit card)
It seems like they flagged my billing address.
As for bulk buying. No I did not bulk buy.

Same here, I used to buy one or two things per year, I've never returned a single thing, and I also tried calling many many times. No idea why it could have happened. Their system seems to be so "strict" that their false positive rate is probably very high, as there are many threads about this same issue in RFD and also in Reddit.

I have no problem buying from all the other retailers, so that is not the issue for me. What bothers me is the lack of transparency on why the account is flagged. I don't have any need to buy from them but I'll try to get to the bottom of it. I started a Personal Information Request under the multiple personal information acts from Canada (PIPA in BC where Best Buy Canada is headquartered, Personal Information Protection and Electronic Documents Act (PIPEDA), and the Quebec Act for the protection of personal information in the private sector). They're supposed to be required by law to provide me with all the information they hold about me, how it's been used and all my account information. Maybe that way I will be able to figure out what was the issue.

Last edited by peterrod on Nov 2nd, 2020 9:11 pm, edited 1 time in total.

Nov 2nd, 2020 7:55 pm

mike10: Sr. Member; Dec 31, 2006; 930 posts; 762 upvotes

Nov 2nd, 2020 7:55 pm

I have also been having this issue started a couple of months ago different cards will not work also made a new paypal account and everything still gets cancelled

Nov 2nd, 2020 8:50 pm

Realrena [OP]: Deal Addict; Sep 26, 2005; 3385 posts; 424 upvotes; YYZ

Nov 2nd, 2020 8:50 pm

peterrod wrote: ↑ Same here, I used to buy one or two things per year, I've never returned a single thing, and I also tried calling many many times. No idea why it could have happened. Their system seems to be so "strict" that there false positive rate is probably very high, as there are many threads about this same issue in RFD and also in Reddit.

I have no problem buying from all the other retailers, so that is not the issue for me. What bothers me is the lack of transparency on why the account is flagged. I don't have any need to buy from them but I'll try to get to the bottom of it. I started a Personal Information Request under the multiple personal information acts from Canada (PIPA in BC where Best Buy Canada is headquartered, Personal Information Protection and Electronic Documents Act (PIPEDA), and the Quebec Act for the protection of personal information in the private sector). They're supposed to be required by law to provide me with all the information they hold about me, how it's been used and all my account information. Maybe that way I will be able to figure out what was the issue.

Please do let me know how the PIPA requests go. I gave up after spending 20+ hours of waiting time on the phone queue (Multiple calls with an average of 2.5hrs wait time per call). I will gladly take my business elsewhere.

+1

Nov 3rd, 2020 12:46 am

Jucius Maximus: Deal Expert; Aug 18, 2005; 21200 posts; 5902 upvotes; Burlington-Hamilton

Nov 3rd, 2020 12:46 am

This is old info but I think Best Buy does (or used to do) a soft credit pull to ensure the address matches up. It's an anti-fraud thing.
Have you all ensured your home addresses are up to date in TUC / EQ?

- casual gastronomist -

Nov 3rd, 2020 1:08 am

pmb6666: Sr. Member; Sep 10, 2007; 528 posts; 162 upvotes; Toronto

Nov 3rd, 2020 1:08 am

No issues with me. I just ordered a replacement lamp for my EPSON projector on Sunday. I got an email the next day saying it was shipped (by FedEx), scheduled to arrive before Friday.

pmb

"When your work speaks for itself, don't interrupt." ~ Henry J. Kaiser

Jan 17th, 2021 11:08 am

Mehranm: Newbie; Jan 16, 2021; 1 posts

Jan 17th, 2021 11:08 am

Me too, I bought a computer, my first order cancelled as they say it is rupture at stock. I bought another one it was cancelled as they mentioned it has some security issue. I lost my time many times to call them and call to my bank, every things was ok with my credit card. but no success after multiple try. just before they cancel I called them again they say your account is updated and every thing is correct. you will receive a confirmation email and your computer many days latter. I received 2 day letter a mail with cancel confirmation. ridiculous, I made my decision put them in my black list. I will never lose my time searching some things on bb. Then I searched on net founding another place to buy I found the same computer on Canada computers even cheaper,

Jan 17th, 2021 3:12 pm

Klept: Jr. Member; Dec 6, 2005; 135 posts; 51 upvotes; Richmond Hill

Jan 17th, 2021 3:12 pm

Managed to order an xbox with them only for them to cancel it the day after with the reason that there was something suspicious with the credit card. Called the hotline and even emailed them asking them to explain why they think a credit card they have taken months before suddenly looks suspicious and they never got back to me. Figured they weren’t interested in retaining customers with such poor service.

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