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New Member
Posts: 5
Registered: ‎06-03-2014

Order Released to Wrong Person

I had three orders ready for store pick up yesterday. I went by the store around 5:15 PM CST to retrieve them. The clerk came back and said he only found two orders. I immediately checked the Best Buy website, and it showd "Picked Up" for the third order. I then checked my email, and it stated the order was picked up at 4:42 PM. The clerk said he would check with the person who completed the order. He came back and said an older woman came in but the ID matched. I said how did the ID match since I am a man? He said, well the last name matched. No one other than myself knew the order existed, so this was clearly a mistake. I did not have anyone other than myself listed as the pickup person. It was my understanding that since IDs are checked, the order should have only been released to myself. What is the official policy on this? The store ended up giving me the product, but it was very frustrating waiting 20+ minutes to get it sorted out when it should just be in-and-out pickup.

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Registered: ‎11-10-2008

Re: Order Released to Wrong Person

For security reasons, this has to match the card  holder if you have used a credit card and even if it's a gift card order, you would need to be there unless you authorize someone else, then they can pick it up with their ID.


I am no forensic expert but it sounds like you may need to file a report with your local police and get the security footage of the person who picked it up so they can investigate it.


Accident or not, a strict ID checking policy has always been in place at Best Buy and there are no exceptions. This should have not happened.

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New Member
Posts: 5
Registered: ‎06-03-2014

Re: Order Released to Wrong Person

The order was placed using a credit card. The clerk stated "the last name matched". But I thought they should be matching the FULL NAME?

Posts: 2,712
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Registered: ‎10-19-2017

Re: Order Released to Wrong Person

Hello, pm28,


Thank you for writing us about your orders!


In-Store Pickup is meant to be a simple and safe way to get your purchases. As hockeycanuckjc mentioned, we have a strict policy and should have not happened. I am happy to look into this for you.


Please, private message me with your order number, full name, phone number, and e-mail address connected to your account. To send it, click on the blue button next to my signature.


I look forward to hearing from you.

Deysha|Social Media Specialist | Best Buy® Corporate
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