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Posts: 1
Registered: ‎11-24-2020

Online order gone wrong in store...

[ Edited ]

Went into BestBuy at the 181 Curtner Ave. San Jose,CALIFORNIA location Monday 11/23/20 a little before 12PM to return an online order due to wrong item being sent to me. I ordered an iPad Pro 11 128GB but upon opening the package slightly I seen the “32GB” on the box.


So here’s how it went:

Got there and the clerk took my information down but then had to call somebody to authorize it. Comes in Ernesto {removed per forum guidelines}. Looks at the item and says “this is the item you ordered” I preceded to TELL and SHOW him the order # assigned from my BestBuy account online. Not listening to a word I said, he continues “on the item is your order# and this is what you ordered”


Then he prints up the order summary from the item I brought in to return and shows it... First off it wasn’t the order# I showed him, the Person’s name isn’t mines. The address was in South Carolina!

( still have the other person's infoSmiley Surprisedrder#/First & Last name/address/Phone/email)


That’s when he finally asked for my name and finally took my order number down. Then he says says “I don’t know how you got this, you shouldn’t have received this item, you were sent this by mistake and yours should be arriving tomorrow,”. Only by basing that on the summary’s deliver by date... I told him this is the package they sent me and that is the wrong item inside..


Then he has the audacity to say “ to me that’s just an envelope”

Not listening to a word I was saying again......are you kidding me??!? The tracking# assigned to the iPad I was supposed to receive is on the envelope..... how is it just an envelope?


Ernesto then takes the iPad and starts walking away. I had to ask him for his card since he didn’t want to give me any confirmation that my order will be delivered “tomorrow”.


Now i'm left without an iPad to return to via FedEX option online and with a estimated $877 charge on my credit card.


Emailed Ernesto 3 days ago. Still nothing. Emailed the store's leaders@bestbuy email. 

Technically I walked into the store with that iPad, I’ve been charged for that iPad since i’ve yet to receive the correct one.

Would a police report(theft) on Ernesto be the next move?


Posts: 6,667
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Registered: ‎08-21-2017

Re: Online order gone wrong in store...

Good afternoon, James5tvx,


Welcome to our community forums. I appreciate taking the time to reach out to us and let us know about your visit to our Best Buy The Plant location. I'm sure you're eager to receive this iPad and I would be glad to see how I may be able to best assist you.


I'd like to start off by reviewing your order details and reaching out to this store to get a better understanding of how they processed this iPad. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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