Best Buy Store Purchase

[Kwright1]

Hello I am having issues with a store pick up order for the past 2months. I placed an order for pick up from the Best Buy in Gainesville , fl on 11/22/2020. The next day I wanted to cancel the order as I found it at a better price at the actual Store. When I tried to cancel the pick up order I noticed it said picked up . Alerted as I never picked up the order I contacted you all at which you all told me I have to try to work it out with the store . The store is located 3hrs away from me and you all informed me that it had to be handled by the store . I went up to the store and they said they would contact me . That contact never came so I contacted you all and you all said the store said it was picked up and signed for by someone and they will not help in this situation . I am beyond baffled as I never authorize no one but myself to pick up the order . It has been this contact run around with you all . I have been lied to multiple times with agents saying that the refund is processing , they have put in a refund for the troubles I have been having with this situation and have confirmed with my bank that no refund was ever sent to them nor have they been in communication with you all. I am tried of how this situation is being treated and just want my money back for the item I never got nor authorize for anyone to pick up. The store needs to get their system together and check identification . I have went to the police like you al told me and they told me I would have to work it out the company which is you all , I can’t keep continuing to go to the store as it is far and nothing is being resolved. My information is Keaira {removed per forum guidelines}, {removed per forum guidelines} and {removed per forum guidelines} order number {removed per forum guidelines} . Thank you

[Allison-BBY Social Media Specialist]

Hello, Keaira, and welcome to our online community!

Thank you for posting on our forum for support with your recent pickup order. It sounds like you've taken the proper steps to address your missing purchase, and I'm hoping you can continue partnering with the store and local authorities on this. As it appears you may have worked with our customer service agents on a few occasions regarding this situation, I'm happy to review your information in our system and provide any additional guidance that I can.

To start, please send me a private message including your full name, email, phone number, and order number. That information seems to have been removed from your public post in an effort to protect your privacy. You can find the blue option to message me to the right of my name below.

All the best,

[Kwright1]

I have sent you the information

[Allison-BBY Social Media Specialist]

Thanks, Keaira!

I'll be following up shortly to your private message. Please keep an eye on your inbox for my reply.

Happy to help,

[tigerwoods2000]

Same issue with me, extended pick up for the weekend and I got an email one night saying my item was picked up by me. I live an hour and a half away from the store. I went to the store since customer service said they couldn’t do anything until I went to the store and talked to them. Manager said someone picked it up curb side and told me what vehicle. Told her I don’t own a car and don’t have family or friends that live in the area.
She recommended that I file a police report, well an officer came to the store I told him what happened. After awhile he said I can’t file a police report but to talk with the credit card company and I shouldn’t be charged for it since I didn’t pick it up, didn’t authorized anyone else to pick it up, and never shared my log on info with anyone else. But I received an email yesterday from the credit card company saying they need more info from the merchant. BestBuy said they followed their process and procedure so I’m beginning to think I’ll be on the hook for this major charge.
They have a major flaw in their system, I believe people are taking that risk and taking advantage of stealing peoples orders. Best Buy doesn’t care because in the end the bottom line is they got their money and they don’t really care about their customers. It’s sad I’ve been a customer over 20 years but after what happened I’m never going to shop there again. I’ll wait and see what the credit card company says… ironic that it’s a Best Buy credit card…. oh well….

[JEzra-BBY]

Hello, Tigerwoods2000, 

Hope you are well today! Thank you for taking the time out of your day to reach out to us here on our Forums. I know I would feel a certain way if my order was not there at a pick up so I can understand how you might be feeling. I would like to see if I can assist you in any way. To get started could you send me a private message by clicking the message button in my signature and sending me your full name, phone number, and email. 

Thanks, 

[tigerwoods2000]

Unless you’re able to figure out who took my item there’s nothing you can help me with. As I stated Best Buy will not admit they are at fault and take the responsibility they messed up.

[hockeycanuckjc Community Veteran]

---

@tigerwoods2000 wrote:
Unless you’re able to figure out who took my item there’s nothing you can help me with. As I stated Best Buy will not admit they are at fault and take the responsibility they messed up.

---

Send them a Private Message as requested I am sure they can figure it out