Dear BestBuy ,
I purchased CyberPower PC Gamer Supreme Desktop on 07/03/2021 (#{removed per forum guidelines}), BUT I HAVE NEVER RECEIVED IT. I paid extra money for the fastest shipping, and the estimated delivery date was 07/07/2021 on a Wednesday. I kept waiting on Wednesday, but the order never progressed; it kept saying "getting it ready" but not shipped. I contacted Bestbuy that day and was told that the marketing team has already requested the manufacturer to restock the inventory, and the order will be delivered by 07/17/2021. On the website, it showed "arriving by July 21". INITIALLY, I expected the order to arrive early since I paid for extra shipping, but clearly, they weren't able to meet my expectation. At this point, I have already given up, but I still believed that the order would eventually come.
On 07/08/2021, To my surprise, I received an email saying that the package has been delivered late at night. But I have never received anything, and I was home all day long. I looked at the tracking page, and It showed that the package had been signed, although there is no image or proof of signature. Ever since the pandemic started, I have never once been required to sign a package, and it's extremely odd that they do not have evidence of the signature as they otherwise would. I find this odd, but I decided to wait another day just in case.
I contacted BestBuy a few days after, and they told me that THEY WILL investigate this and send it to the backend team. This is where ALL THE LIES BEGINS. (reference number: {removed per forum guidelines}). Each time I tried to contact Best Buy, they told me that the back-end team would contact me soon within 24 hours, but they never did. I contacted Bestbuy again to make sure, and they told me that "Upon checking, I see that the case was dispatched on 7/9 and it is still open and active and it will take 7-15 business days for the refund to be processed, please do wait and I am sure you will receive a call back soon or an email about the status". And I contact a few days after since no one has contacted me again, the agent told me, "We will take complete ownership, and we will claim a file with the carrier on behalf of you meantime we will help you with reship or refund But." of course, that did not happen.
Finally, I decided to contact the courier, and they told me that, "We normally conduct an investigation on our end when the package is missing. However, your sender RESTRICTED FOR US TO INITIATE ANY INVESTIGATION ON THEIR SHIPMENT. Shippers are also encouraged to report lost packages so that they can provide the specific product details needed to perform a thorough investigation." UPS told me to contact the sender again and ask them to cooperate with them directly. Then I was told by Bestbuy to wait AGAIN. I'm starting to think that BestBUY only wants to lure time in case the investigation begin and they somewhat find the package, It will no longer be returnable and I will not receive my money back. Which is why they continues to lie when they told me they have already initiated an investigation, because in truth, they never did cooperate with the courier UPS, And i have all evidence needed to prove that since i have contacted UPS a couple of times, through phone and live chat.
07/30/2021, I CONTACTED BESTBUY ONE LAST TIME AND WAS TOLD THAT, "The investigation was done, We have created refund request for order# {removed per forum guidelines}, but it is declined from carrier team( UPS)". I TRIED TO CONFIRM THIS by contacting UPS and ask whether this is true, but they said, "Carmela D: 'I know that this really frustrating. As I checked the tracking number we have not received any investigation filed. There is no report directly filed that package was missing or investigation has been filed." And "Carmela D: My apology for that information provided. We have not received a request place directly online or directly thru their account. I understand that you are speaking right now with a representative from best buy. Please advise them to check with their claims and file a claim directly online."
AFTER WEEKS OF WAITING, IT TURNS OUT BESTBUY HAD LIED TO ME WHEN THEY TOLD ME THEY HAVE ALREADY INITIATED AN INVESTIGATION. I CONTACTED UPS TODAY TO INITIATE THE INVESTIGATION MYSELF AND HAVE ALREADY CONTACTED LOCAL POLICE ENFORCEMENT. I can't believe that Bestbuy kept lying to me, but Thankfully, I captured all of our conversations as I said, and the evidence needed to prove that. I'M EXTREMELY DISAPPOINTED THAT THEY WOULD CONSTANTLY LIE ABOUT THE INVESTIGATION WHEN THEY COULD'VE DONE IT, AND FIND MY LOST PACKAGE WEEKS AGO. Now the package will no longer be found ever again, and I lost my money regardless. So yes, BESTBUY won this.
MY SHORT REVIEW OF BESTBUY: My relationship with BestBuy resembles a lover that I wish I would've never been so invested in because there was never any reciprocation throughout the whole relationship; everything is one-sided. Prior to this incident, I've always been so obsessed with going to BESTBUY, yet each time I tried to contact the customer service, they would never cease to amaze me with their lack of concern. With a series of unpleasant events that continue to accumulate throughout the time. I am happy to conclude that THIS is the final straw, as I will cut all of my relationships with BESTBUY. I can say that BESTBUY sells excellent products with full certainty, but their customer service is very questionable. Which, not surprisingly, could lead to their doom. (I mean, just look at all the complaints that they have in many site reviews and social media) Most of these complaints can be pretty minor, but minor unresolved problems can accumulate into a MORE. BIGGER. Problems (Hence, most relationships never work out great). Resulting in feelings full of hurt and resentment. With patch full of holes can definitely sink the whole ship, perhaps BESTBUY still has ride-to-die fans who still enjoy their product, but with the way things are, it's guaranteed that it won't be long until the whole sink ships.
Melissa-BBY
