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New Member
Posts: 3
Registered: ‎10-21-2021

Order picked up, Wasn't me! Manager verified but refused refund!

Hello, I had my order picked up by someone else but I never picked up the order. I was sent 2 emails on Friday at 7:15 PM for store pick up and another email at the same time saying it was picked up! Weird coincidence, I went in the following day to discyuss with the manager but their systems were down and they could not asist me as they could not pull up any store information FYI: This store is Lakewood California. This happened for the last 3 days as I went in Sat, Sunday, and Monday, but kept being told their systems were down and they were onyl doing cash transactions, they told me they could not pull up any information regarding online orders. 

 

I finally had time to go in today and had a conversation with the manager, explained to him the situation and he reviewed the cameras and verified the person who picked up wasn't me, but told me he cannot give me a refund because the person who picked up, somehow had an ID with my name and the order..... THere is no way that could have happened. Either way, I tried to explain to him what hap;pened and he would not even listen to me and said he cannot do anything and that I would have to dispute with PayPal, my bank. 

 

I don;t know what else to do from here, I have opened a case with PayPal but is there anyone ellse I can speak to, to resolve this. This is probably the worst service I have ever had and not sure why this something I have to deal with. Literally the manager offered no solution or couldn't even consider that maybe their employees could have stolen my device.

 

I also was not allowed to view the footage myself, they said I had to file a policoe report, which I am debating on doing. I need somer guidance?

 

Any help?

 

Thanks

Posts: 340
Topics: 15
Kudos: 44
Solutions: 15
Registered: ‎02-08-2019

Re: Order picked up, Wasn't me! Manager verified but refused refund!

Hello there, cmanrique.
 

Thank you for recently registering to engage with us through our Community Forums. We understand that you reached out in this manner regarding an unpleasant experience with an order, we’d still like to express a heartfelt welcome to you.


We take great care to ensure that customers’ orders are fulfilled and distributed accurately. So, we are saddened to learn that this has occurred to you.  Please allow us the opportunity to investigate on your behalf and return with a solution.  We ask that you assist us with verification process and to fully access your account by supplying us with your full name, phone and email using the blue ‘Private Message” button located near my signature at the end of my response.
 

We look forward to assisting you.

Wesley|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎10-21-2021

Re: Order picked up, Wasn't me! Manager verified but refused refund!

I have replied to you via dms. Thank you for helping look into this issue
New Member
Posts: 3
Registered: ‎10-21-2021

Re: Order picked up, Wasn't me! Manager verified but refused refund!

Updated on this situation:

 

My bank ended up giving me a refund for the purchase. 

 

I am extremly dissapointed with Best Buy. I have talked to customer support via twitter, managers at the store, and corporate over the phone and nobody ever tried to help me out. Apparently if Best Buy "Verified" ID, even if it wasn't you, they will refuse to refund you. Even after trying to prove to them that it wasn't me, the only solution was to go to my bank or file a police report. 

 

It bothers me that Best Buy had no concern over a few things 1). my identity. I understand you aren't the police, but not 1 assosciate showed any concern about someone falsly picking up my items. 2). Their due diligence on questioning staff. Best Buy can't even seem to graps the idea that maybe it could've been one of their employees. 3). accountability. I was not the one who released the product, Best Buy did. Why would I have to go to my bank to resolve things? I shouldn't need to. 4). Lack of communication, I have been promised so many calls and emails, and I have essentially been ghosted by the company. Even calling coporate is a drag. I emailed the store I purchased the device from and I have yet to hear back, it's been 5 business days. 

 

I won't be shopping there anymore and to anyone else who has or is dealing with this problem, I wish you the best.