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Posts: 1
Registered: ‎06-15-2021

Item Not Received in Online Order

I made a fairly large order a couple of months ago. UPS still has one single item (a gaming mouse) listed as not delivered and that it was damaged (didn't specify if it was damaged by them OR Best Buy) and I never received it. However, it was never removed as a charge from my card. Paying for an item I never received is a little unnerving. UPS has given me the run around as has Best Buy. It isn't a huge deal because it wasn't the priciest thing I bought but I tend to not be a fan of paying for something I never got. I have tht BB order number as well as the UPS tracking number and can verify that even today, 3 months later, it is STILL showing as not delivered but I still had to pay for it. Trying to speak with someone regarding it at both companies has ended up as a dead end or "just wait because someone will fix it"...which I interpret as "it's a stupid woman so she'll forget we didn't give her what she paid for". I just want my money refunded because I didn't get it. 

Posts: 2,662
Topics: 108
Kudos: 109
Solutions: 131
Registered: ‎10-19-2017

Re: Item Not Received in Online Order

Hey, lwagoner,


Thanks for posting on the Best Buy Forum about this strange package situation. You’re not alone in your desire to only pay for items you receive. I’m right there with you. If an item is damaged to the point of being undeliverable, Best Buy should be a process in place to take care of things, but it sounds like the mark has been missed on this a couple times. I’d love to investigate this further to see what I can do to get everything straightened out.


To get started, I’ll need the information you mentioned (order number and UPS tracking number) along with confirmation of your full name, phone number, and email address. To keep all this sensitive information secure, be sure to utilize the Forum private message option to send over these details. If you’re logged into the Forum from a PC, there should be a blue “Private Message” button next to my signature below this post.



Kayla|Social Media Specialist | Best Buy® Corporate
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