Best Buy struggles out of Grinch suit

Electronics retailer has been apologizing to customers for its late-in-the-game cancellations of online orders placed since Black Friday, according to reports.

Best Buy has been apologizing to customers for its late-in-the-game cancellation of online orders placed since Black Friday, according to reports.

Customers have been complaining in Best Buy's online forums of receiving cancellation notices over the past week. Best Buy offered its apologies, gave at least some customers electronic gift cards, and noted that the cancellations affected less than 1 percent of orders, according to The New York Times.

"What was wrong is that there was an unacceptable delay between order confirmations and cancellations, and for that we are very sorry," Susan Busch, senior director of Best Buy's public relations, said in an e-mailed statement the Times posted today. "It's important to note that this was a rare situation based on a high volume of orders over a short period of time."

The electronics chain has been offering steep discounts and free online shipping to attract holiday shoppers.

One forum commenter who ordered online in late November a limited edition BioShock 2 game for the Xbox 360 had mixed feelings about Best Buy's apology and gift cards.

"To Best Buy - thank you for at least trying to make it right even though you royally screwed a lot of customers this Christmas. It is not the gift that I wanted to give but I guess it is better than nothing," WilliamE wrote yesterday in a Best Buy forum after posting numerous times since the order can cancelled last week.

Another customer's Black Friday order for a Sony PlayStation 3 160GB Holiday Bundle was also cancelled last week. After several rounds with Best Buy service reps, the customer was more forgiving.

"Since I posted this initial thread the folks from Best Buy did eventually get back to me and I believe that with some work that we will get a resolution that I can accept. I am going to mark this thread as resolved. Best of luck to the rest of you still waiting for answers and help," Wavelandscott wrote Wednesday.

 

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