02-24-2011 04:20 PM
I ordered 2 Lenovo Desktops for our new online business from bestbuy.com,they shipped them to the wrong address,even though when we got our order confiramtion we called in and told them the address was wrong.
They were to do an Intercept on the package to stop delivery. The person who was supposed to do the intercept didnt do it properly. $2,000 worth of computer equipment was left at someones doorstep.
Myself and my husband have spent over 6 hours on the phone,being transferred around,Even transferred to Lenovo who obviously couldnt help as we ordered from BB (During work hours etc) getting the run around. 10 days later we finally get someone that say a "re-ship" has been approved.
Again we get order confirmation saying they are shipping it to the same (Incorrect address).
This address is not our Address or is it our Primary shipping address on our bestbuy.com account.
Back to square one.
Another hour on the phone today with a supervisor named Harvey saying we have to go to the local BB store to change our address? What? our address on our account is accurate,why do I have to take more time,go to a store (I didnt order the item from as it's not available in stores) to update my address?
I have Harvey call the store to get the store manager on the line to do an address change. We can't do an address change as the order is in "Awaiting change" status...
So they cant change my address to my correct address,which is correct on my bestbuy.com account.
Now we have to wait another 3-5 business days for this "awaiting change" status then another 7-10 days for them to deliver the products to our correct address a total of 28 days.
We have 2 programmers waiting on these units, I conveyed that to the supervisor and he said I should have chose "Express" shipping when I ordered them. My reply was well if i knew they were going to take 28 friggin days to get here I would have.
I asked that for our time and trouble,once they finally are able to get our address right they should upgrade the shipping for us since they dropped the ball from the start on this entire fiasco.
I still have no exact date as to when our items will be delivered and in the meantime I have recieved an online statement for the items.
Horrible service,Horrible internal communications to boot.
02-25-2011 12:59 PM
02-25-2011 02:42 PM
Welcome to our forums.
I was able to bring up your order with the information on our forums. It is strange that the wrong address was input upon the initial delivery. This would have had to be confirmed on the order confirmation before the order was submitted. I apologize for any inconvenience this experience has caused to you.
I am showing that our Bestbuy.com® team has taken corrective action to intercept your re-shipped order when that is available. It looks like everything is being taken care of from their end. I am hopeful that you will receive those reshipped units soon. Once they are shipped, you will receive a new tracking number in your e-mail. Please let me know if you need any further assistance from me
Thanks for letting us know about your experience.