BestBuy.Com

[jar155]

I rarely throw a stink, but Best Buy really went out of their way to mess up this one. I, like many others, preorderd the new Zelda game on the website. I even paid for expedited shipping, which was not cheap. The website said I would have the game on the 21st when I ordered, which is fine with me. I paid the expedited charge, and went on my way.

On Saturday, the 19th, I got a SHIPPING CONFIRMATION telling me that the order had shipped. The exact words from the order status were: Shipped on 11/19/2011 via UPS.

It says shipped! SHIPPED!

Come today and the tracking number I was given for UPS still doesn't work. It just brings up errors on the UPS site. So I call the automated service line and it tells me my item is being shipped to store. This is incorrect, as I chose home delivery. I choose to speak with a rep, wait 15 minutes for one to answer, only to get transferred to someone else whom I had to wait 25 minutes to reach. That person then tells me that my order as already been delivered at my home.

I get home this evening, and the package is not there. I call back, wait anothe 25 minutes to speak to a rep, and then this rep tells me that my order is in Louisville and that it shipped today. So the first rep lied to get me off the phone, and the second rep tells me I'll get it tomorrow, despite the website saying today was the delivery date.

The website gave faulty information.

The email gave faulty information.

The phone rep gave faulty information.

Now I ask to speak to a supervisor and the phone rep says, "my supervisor tells me that speaking to her won't help." That was it. They chose not to speak with me to resolve my concern.

I've spent literally tens of thousands of dollars with Best Buy, but they'll never get a penny more from me. This is terrible customer service and I've been falt out lied to and misled the whole time. I'm going to file a chargeback on this order, as I'm not happy with being jerked around like this.

[hockeycanuckjc Trusted Contributor]

Orders don't usually ship on weekends, however warehouses often prepare shipments for fullfillment on that day. So if your package got assigned a tracking number, the billing information was recieved on Monday and then regular tracking updates happen tomorrow. Your number is valid , however it takes awhile to update the systems.

[jar155]

No, there's a problem. The email CLEARLY says that the item has shipped when it has not. It's misleading and wrong. Below I've shown the picture directly from my email inbox. That's blatant misinformation. They need to fix this. It's absolutely inexcusable that they'd say this in the email when it's still not going to actually ship for two more days.

[Walrus Valued Contributor]

What hockeycanuckjc stated is correct, and the Shipping Details you've given are from BestBuy.com, not UPS. Best Buy sent it to UPS on 11/19/2011. From their standpoint is has been shipped out. UPS doesn't do anything on Saturdays (except complete deliveries already in transit) or Sundays. UPS recognizes as receiving the package on Monday, they process it with the tracking number and ship it out that day.

It is misleading from your standpoint. From your standpoint "shipped" means UPS is moving the package along, and this is indeed misleading.

When you take a bill payment / letter and put it in your mailbox and raise the flag for the postal carrier to pick up (if you have a mailbox like this), if its late and a creditor calls you up, don't you tell them "Checks in the mail" when its really sitting in your mailbox and hasn't been picked up yet? Its out of your sight and "in the mail" as far as you're concerned. This is what Best Buy has done, they tell you "Zelda's in the mail" when its really still sitting at the UPS store waiting to be picked up.

The phone reps did lie to you.

[Ryan-BBY Senior Social Media Specialist]

Hello jar155-

Jesse from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Jesse-BBY Community Connector]

Hello jar155-

I can certainly understand why you are frustrated, I would be upset too if I were lied to by a company that I trust, respect, and do a lot of business with.  I apologize that this happened to you.

I can also see where the confusion would come from in regards to the website showing your order “shipped” on 11/19.  As the previous posts point out that date typically reflects the day we provided the item to the shipper, in this case UPS.  Once the item is with the shipper it will stay in that status until actually delivered.  I know this can cause confusion and I appreciate you taking the time to share your feedback surrounding this.

This does not excuse the fact that the reps on the phone told you incorrect information, or that the supervisor wouldn’t speak to you.  Even if there was nothing they could have done you should have been provided the opportunity to have your voice heard.

I do see that the game was delivered 11/22 and I hope that you are enjoying it.  If you need anything else please don’t hesitate to let us know.

Respectfully,