BestBuy.Com

[JacobsLive]

I have been using BB online orders and store pickup for quite some time now. Last week (on June11) ordered an Apple TV and the order was ready for pick up at my local BB (#475). Later I changed my mid and decided not to pick it up. Usually, when you dont pick up the order it will get cancelled after 8 days. However, surprisingly today I got an email saying thanks for picking up my order. Thinking that it could be a honest error I called BB Online Customer care, but they said the order actually got picked up and connected me to the Local BB via teleconference. Online customer care executive was veryhelpful and understood my situtation (identity theft). 

BB store pickup procedure:

- You go to the store with the email printout with a barcode, store employee either scan the barcode or punch in the number manually

- Give them your photo identification such as Driver's License, they check it with your address and match your face

- Given them the credit card you used to place the order and they verify the last 4 digits on the card

My order was picked up by somebody producing all these documents? oh boy I am in real trouble.

But during the teleconferene the store employee confirmed sombody picked up the order with a accompanying lady 5-10 minutes ago. I told her I did not go to that area at all today. She was panicked and said you come to the store with the email and ID we will give you the item. I said am not concerned about the item, but who picked up the order posing as me. She connected us (online BB care executive and myself) to another man in the store (probably the manager). Only thing he said come to the store with your ID email and credit card we will give youa "refund". Online executive told him that refund or the item is not the concern anymore, it is the person who picked up the item. The man at the store got angry and asked the online executive's employee ID, after the online executive gave him the ID he said, it is not a BB employee ID then the online executive said I am from online customer "Telco" or something like that. The man at the other end simply said we dont deal with you. At this time I intervened and said, well you need to deal with the customer that is me, he repeated the same thing, come to the store with you ID we will give you a refund.

Wow, he is only concerned about giving a refund and not responsible enoght to tell me actually who picked up the order of how the order got picked up without original documents etc. In short now I am in trouble as if somebody picked up my order with my identity and email/credit card etc.

Right now I filed a complaint wth my Local PD and tomorrow I am going to file antoher complaint with the Local PD where the store is located as the theft occured in their area, and ofcourse going to deal with the irresponsible  store employees.

[DanK Best Buy Employee]

Though you are of course entitled to a refund and an apology, you are not necessarily privy to information regarding the action taken against the employee(s) who allowed this to happen. A Community Connector will be in contact with you within a few business days to further address the situation.

[JacobsLive]

I am not concerned about what action BB take against its employees. But I have a right to know how this happened and who did this.

[Mbrguy Emerging Expert]

In cases of identity theft, your should always file a police report.  Best Buy will provide the Police with the information they require on the person who apparently stole your identity.  But as was said, they will not disclose any information about disciplinary action towards Best Buy employees due to privacy concerns.

So, file a police report and let the police handle the identity theft issue.

[JacobsLive]

I understand identity theft happens, Now FYI, I have learned that the transaction was over-ridden by the store manager. Posibility is that BB employees/Manager is involved in this matter and it could be a scam. Either way tomorrow I will file a police complaint with the PD where the store is located as advised by my local PD today. I could not leave the house today for some pesonal reasons. Will update tomorrow. Thanks.

[BEYONDREPAIR]

Thank you for replying in my thread. I do think Best Buy employee's are behind this. They are gaming the system at the customers expense and we are left to sort it out. Best Buy needs to LOOK AT THE STORE CAMERAS and calling the police might get that done. You should ask about how often they erase the video recordings. Good luck!

[JacobsLive]

UPDATE  (06/18/2011): Today I went to the store to find out actually what happened with my order.

I approached the customer care area and talked to a guy and said I am here to find out how someone else picked up my order and would preferrably talk to the store Manager. This guy went back and forth in the store couple of times and finally went into Manager's room. Came back and checked my ID 3 different times. Third time I asked him did you checked the person who came to pick up the item with the same enthusiasm you showing now to check my ID. He said "we always do"... yeah right! 

After 20-25 minutes he came out 4th time and pointed towards a lady and said "Julliet is going to take care you from now onwards as she is incharge of the whole online order process etc". I thought she is coming to me and talk to me, but found this lady going to the back of the store where Apple products kept. She came back in 2-3 minutes with an Apple TV in her and and said here you go! Wow, what a service, right? 

I said, Julliet I am not here for the product, I don't need the product, all I am here to find out who posed as me and picked up the item yesterday. What kind of documents they produced. If they produced any of my documents I am in trouble, I need to file a police complaint.

Here comes the bunch of lies: She said, no there was an order mix-up, there were two orders in the same name "Jacob" wow what a co-incident? So we given your to them and that how all this happened. She appologized for the error.

Well, here is another concern I have... yesterday from olnine customer care I learned that this transaction was over-riden by the store manager and the item was picked up by one "Susanne { removed per forum guidelines}". How comes this happened if there were two orders in the same name why would the manager has to over-ride my item for another person? She said, thats not true. At this point I understood there is no poing talking to her as she will throw another buch of lies to me. She however, promised me that whoever picked up the item produced none of my ID/Email/Credit Card etc. It is hard to believe the story now. 

I came back here on the forum because I am giving any of the community connector to contact me with exact information what happened in the store yesterday. I difenitely know some store employees/manager involved in this goof up. If I dont hear anyhthing from you within next 72 hours, I will get the Police involved and let them investigate and find out excactly what happened. Then if I find that all Ms Julliets promises and story about incident are not true, I will file criminal charges against the store, the manager and the employees whoever involved in this scam.

Note: I they refunded my transaction, but it doesn't end here.

[Mbrguy Emerging Expert]

Actually, hearing the account, that is a possibility of an order mixup.  Best Buy should stop hiring humans to do a robots work because humans are prone to mistakes.  Though your insistence that their order of events were nothing but "lies" makes me think that anything a Community Connector tells you will be taken by yourself as a lie also.  

If you're going to give an arbitrary timeframe of 72 hours, then you will probably need to contact 1-888 BEST BUY as the Community Connectors generally do not work on weekends and they have multiple other cases they are working on alongside yours.  Typical response time of the Community Connectors is 3-5 business days so if you need a more immediate solution, you should contact the 888 customer service line.

Just file a police report if you truly think there is something shady going on, they will investigate, and you'll have your answer.  

[JacobsLive]

@Mbrguy lol, "Though your insistence that their order of events were nothing but "lies" makes me think that anything a Community Connector tells you will be taken by yourself as a lie also.  " Get into my shoes pal, Online care says managers over-ride and the item picked up by  SC, Store employee says that is not true, now you tell me whom should I believe considering he sitation?

[Walrus Valued Contributor]

Jacob, you should still file the police report if you haven't already.

But Mbrguy is correct regarding your "72 hours" bit. Your original post was made 2 1/2 hours after all the Community Connectors for this forum had already left work on Friday night, and the post you state this must occur in was noon today. So in other words you are expecting a Community Connector to drop whatever they are working on, read through all the posts on section of the forums, find your "72 hours" deadline and respond to you by noon Tuesday, or at *least* 24 hours sooner than they normally take just to get to your post.

Do you have any idea how many people would all of a sudden make these demands if they worked like that? EVERY SINGLE POST.

It does sound like there was a mix-up in who showed up, and what product they grabbed from the back room. The manager needed to override the transaction as the information given didn't match and the person doing the picking up didn't say "I didn't order that."

Given that you believe this to be an ID theft, check all your credit cards for any and all other transactions. Normally thieves do much smaller unauthorized transactions before they go for the larger ones, and then they don't stop with one, they keep charging until your credit limit is reached.