We've always gone to a certain store (hint hint) first for everything electronic. Never again. Around 2:00AM on 11/27/09, I ordered online a Gateway laptop for difficult child for Christmas for store pickup. I immediately got a confirmation email, but had to wait for the second email confirming my order had been pulled before I could pick it up. That should have happened early on 11/28/09. It didn't. I spent an hour on the phone with a very nice lady in customer service who tried to help me, but she was unable to get the store to respond. While I was on the phone with her, I called the store myself and was told, after being put on hold for quite some time, that they were behind on dotcom orders and when they got to mine and they had it, they had it; if not, they didn't. Nice, huh? Especially since I paid for this order with my debit card, so the funds were already being held. I subsequently tried to call several more times, let it ring at least 20 times each with no answer. Finally, around 9:30 pm on 11/28/09, a guy answered and after my insistence checked and said my order was pulled. However, I still had to wait for the second email. Finally, at 5:07PM on 11/29/09, I received the pickup email. It said I had 6 days to pick it up. My account was formally debited on 11/30/09, so Best Buy has my money. You guys know how I've been feeling...a lot of trouble with medication side effects, etc...so today was the first day I felt up to going to face the masses that is holiday shopping to pick up my order. I go into my email account to print out the pickup email, and there is a cancellation notice. Yep. They canceled my order. They said it was because I hadn't picked it up within 8 days of confirmation of my order, however I didn't receive confirmation for 2 full days after I placed my order. So, it was really only 6 days. And let's not forget: they have my money. Why would they cancel an order when it's been paid for??? They put a credit through, but it can take "7-10 days to show up on my account". Isn't it funny how the debit shows up immediately, but a credit can takes days? So, I called customer service and after listening to how my call may be monitored for "exceptional customer service", told the person I needed to talk about my very "unexceptional customer service". The only thing they could do? Place the order again, charge my account *again* - which would show up IMMEDIATELY - and wait patiently for the credit to come through. Ummmm....NO. I have zero faith at this point that the credit will come through without more phone calls. I realize when I placed this order that it was Black Friday and they were busy, but it's not like Black Friday snuck up on them and surprised them. It's not my fault they weren't properly staffed - especially in this economy with unemployment so high - to deal with the orders. I tried to call again after being told how they could place the order again, and charge my account again, to speak to a supervisor. After having to tell my story for the 3rd time in less than an hour to an operator who is only going to transfer my call and THEN having the automated message tell me that the hold time is "less than 20 minutes" (20 minutes!!!), I decided that I'm just done with them. Buh bye. I'm so frustrated. This is difficult child's major gift. I researched laptops for hours before settling on the one I did and I really wanted *that* one. I can't even find that model on Gateway's website.