Best Buy Store Purchase

[Kloneicle]

I've been a BestBuy member for upwards of a decade now.  I've always loved your service and site, but by all means my recent experience has left a sour taste in my mouth.  I've already dealt with 2 support members that barely spoke proper english.  Once of which clearly didn't understand the concern/question.

So yesterday, I go to the University, FL BestBuy on Cattlemen Rd.  Store 1452 by the looks of it.  I see an item on sale for "Black Friday" nothing special but I'm thinking, sure let me use the rewards I have.  Unfortunatly I come to find out the item in store was completely ripped open on the shelf (store just opened btw).  I give a sigh and a comment about how this sucks out loud.  An employee overhears me and says "Yeah sometimes our products arrive that way, just the way it is.  But everything should still be in it."  Why this product would even be on the shelf with hole the size of my hand in it is beyond me.  Let alone the employee trying to convience me that "It's still fine."

I shrug it off and just say, no big deal, i'll just order online.  So I place my order 11/20/2021.  Fast forward to today one day, I get a notification "Your order will be shipping soon."  Great!  Fast forward a couple hours, "Your order was returned."  What?

I didn't cancel/return anything! What is going on?  So I see it was shipped with some service called "Shipt".  Reading comments on here, this scares the heck out of me for ordering in the future.  

So I'm hoping you can shed some light on this?  I can't repurchase anything at the moment, I used reward certificates, and for all I know the product will go out of stock and/or no longer at this price.  

Now i'm stuck waiting in limbo, for a product I have no knowlegde of where it truely is, whether or not it truely was returned, if I'll be able to purchase it again and when the rewards will be returned so that I CAN purchase again.  Nor way the product had been returned to begin with giving no faith that it would be successfully delivered in the future.

I don't order for in store pickup because you ALWAYS destory the boxes I've ordered.  It's beyond frustrating. 

Can you BestBuy Forum Support, continue to renew my faith as you have done so in the past?

Thanks!

[Kloneicle]

Well upon my own further research, it seems here's the underlying failure in BestBuy's Shipt service.

"What if I am not available when the delivery partner arrives?"
(For residential deliveries, if our delivery partner attempts delivery, but you are not available, and they cannot find a safe place to leave your order, they may try to contact you at the phone number provided during checkout.
For business deliveries, someone must be available to receive the order. Our delivery partner may try to contact you at the phone number provided during checkout.
If the delivery is not able to be completed, your order will be returned to the store, and a full refund of your order and shipping costs will be completed within 24 hours of it being returned.)

It was shipped to a business address and based on the timestamps they likely tried to deliver after "business" hours. This is a true failure of the shipping service of BestBuy.

Between getting packages damaged in store via site to store deliveries and now Shipt, might have to unfortunately start taking my smaller orders elsewhere.

[Sarah-BBY Social Media Specialist · Accepted solution]

Good Morning, Kloneicle.

It is always nice to hear from one of our loyal patrons, although I wish you were here to report a positive experience. 

Based on your description, it sounds like the product you were hoping to purchase at your local Best Buy store was not in the condition we’d expect. While ordering the item online was a secondary option, I understand the response you described receiving was not aligned with the expectations we have in place for our Blue Shirts. If you did not have an opportunity to discuss this interaction with a store leader, I’d like to formally document your feedback. 

In effort to fulfill orders as quickly as possible, Best Buy uses a variety of shipping methods. Typically, this helps ensure shipments arrive in a timely manner. If your order was unexpectedly returned, it stands to reason you’d be looking for some support. I place many online orders myself, especially this time of the year. If I were in your position, I’m sure I’d be feeling the same way, which is why I’d like to investigate this a bit further. 

When convenient, please send me a Private Message. For verification purposes, please include your full name, email address, and telephone number. If you happen to have the order number available, that information would also be helpful. To send a Private Message, simply use the darker blue icon, which is located across from my signature. 

Best, 
 

[Kloneicle]

Sarah was extremely helpful and resolved the issue. The underlying Shipt problems still exist but as a customer service representative a wonderful experience indeed.

[Sarah-BBY Social Media Specialist]

Kloneicle, 

I appreciate you allowing me the opportunity to assist with a resolution. We look forward to serving you again soon! 

Best,