05-06-2012 10:52 AM
Hi there. I recently made an online purchase of about $800 at BestBuy.com. I used my paypal account and a gift card to make the purchase. I waited over two weeks for the order to arrive at the store for pick up. Once I arrived to pick up, everything was running smoothly until I was informed that they could not give me the ordered items because the name on the order didn't match the name on my license. Apparently, some how, some way, my username ended up as the name on the page they printed out. It's obviously a username and not something anyone would or could legally name a child, and all the other information matched completely what is on my license. The history of the order has my legal name on it. The M.O.D., at the store told me to call the 888 customer service line. The girl trying to help me sympathized with my issue, but I kindly asked to speak with a supervisor. I told her that the M.O.D. asked me to call them so I have to assume that there is something that can be done to fix the situation otherwise he wouldn't have had me call. She agreed and got her supervisor. Unfortunately he was not only Not helpful and sympathetic, but he ended up being a bit immature in addressing the issue which I found to be odd and more upsetting which is why I'm writing this lengthy letter. I told him that I was documenting the time and going to contact your corporate offices so that they could use that phone conversation for training purposes to show future employees and supervisors what NOT to do. After over an hour waiting in the store, I was so upset after talking with him, even more upset at his poor handling of the situation than the already upsetting issue at hand prior. So I was still unable to pick up my items, and also need assistance in rectifying the situation STILL. Between the manager in the store and the supervisor on the phone, I assume someone one had to have an answer to help me but no one helped at all. At no point during the order process did it show to me my username on the order, so it's very confusing how it showed up at all. I told them if they called the number on the order it would ring the very phone in my hand. The order online has my name and the address is the same, etc. $800 later and over two weeks of waiting and I'm sitting here typing this letter without a single Best Buy employee competent enough to help me. No refund guarantee or anything. Please help. Please!
05-06-2012 11:06 AM
Hello, I am so sorry that this has happened to you and would be more than happy to try and help resolve your situation. If you could please email me your order number, and the phone number associated with the order, I will research it and see what the problem is.
05-06-2012 11:23 AM
Hi CWilliamsTC and welcome to the forum.
A Best Buy Community Connector will be along eventually to address your concerns. Please DO NOT e-mail or give any information to anyone who does not have BBY behind their user name. The Community Connectors who work on this forum are clearly identified. Anyone else requesting your information has already been reported to the moderators. If you have any questions, feel free to send me a Private Message.
05-07-2012 02:20 PM
05-18-2012 01:41 PM
Welcome to the Forums! I hope this finds you doing well and having a great week.
I was able to locate your order using your email address and I can see what you mean by “it’s obviously a username and not something anyone would or could legally name a child”. Unfortunately the store would still have to abide by the guidelines to release an order, and making sure all information matches up needs to happen.
I am also very confused as to how the username showed up on the order as I checked in our system and I don’t see that as a listed name. Seems like a system glitch at the time of ordering.
I am sending you a private message with some more information. To check your private messages make sure you are logged into the Forums and click the envelope icon on the right side of the page.