BestBuy.com

[millerk310]

I ordered a receiver from Best Buy July 7, 2022. It was never delivered but was mistakenly shown as delivered. The package was picked up from Best Buy later than promised so I asked Best Buy to cancel the delivery and I would drive to Burbank to pick up a replacement instead. I filed a claim with FedEx and they found the package and updated the tracking to show they still have it. They said the package is being returned to Best Buy return center in KY as initiated by Best Buy on July 10. 

When I call Best Buy the people I speak to can clearly see this is all true. But then they send it to the "back office" to process the refund and I get an email from Best Buy saying they have looked into my claim and the case is closed, and they will not process a refund. 

I called my Trace Team owner of the case at FedEx and was told Best Buy has NEVER called FedEx to check on this package. They told me it is clear to anyone who checks the tracking that the package is still in the possession of FedEx and it is being returned to Best Buy at their request. 

I am repeatedly emailing Best Buy asking them to PLEASE just call FedEx to verify all this. I cannot speak to the back office at Best Buy and the customer support team I do speak with says every time they can clearly see the package was never delivered and is on its way back to Best Buy. 

Best Buy's own order page shows the package was never delivered. And it even shows the correct up to date tracking. But the back office is so incompetent they refuse to look at this at all. 

I have spent literally over $16,000 in just the past year at Best Buy. I will not EVER spend another cent at Best Buy. And I literally cannot believe they are so incompetent to not even read their own order page to see that I never received this order. There is almost no hold time with FedEx but Best Buy will not bother to call to verify this info. 

I am happy to provide the order number, FedEx case #, tracking number, etc. here. But I think that is not allowed in this forum. Just please, please do not trust Best Buy. I cannot believe such a huge company has stolen $2300 from me but that's exactly what happened. 

[millerk310]

oh also, Best Buy on the phone told me they are so sorry for this whole mix up and promised I will be refunded and will "not ever have to deal with this again." They even mailed me a $20 gift card to appologize for this whole mistake. Then about an hour later I received an email from their back office saying they have concluded their investigation (without calling FedEx) and will not be refunding me for the receiver. They have closed this claim and will not be investigating it any further. 

And right now, on their order page it still shows I have not received it. Unbelievable. 

[Kadian-BBY · Accepted solution]

Welcome to the Best Buy Forums!

Hi millerk310. Thank you for taking the time to stop by our community forums and letting us know about this. It's unfortunate that you've had a negative experience with getting your item shipped to you. I have received your private message and will be responding there shortly. 

[millerk310]

Thanks Kadian for your message. 

as of today this receiver has been delivered back to Best Buy's return center (at their request) in Shepherdsville, KY. 

I have very little faith that they will figure out they now have my receiver in their possession that they charged me for and refused to refund. 

Also, I have returned the $3500 replacement receiver to Best Buy over the weekend and purchased it from an online AV dealer who has the most fantastic tech support and customer service (I don't think I'm allowed to say the company name here so I won't). I cannot believe I ever bought anything from Best Buy, but I can promise I will not do it again. 

[millerk310]

Kadian, thank you sincerely for your help with this matter.

Just to update this thread, Kadian has issued a manual refund for this order from Best Buy. I don't know if they would have eventually processed the return on their own once they realized they had it back at their return center, but I'm glad I didn't have to take that chance. 

I really appreciate you resolving this matter. I don't see the refund in my bank account yet, but I realize that will take a while to show up, so I am going to consider this resolved. Thanks!!

[Kadian-BBY]

Hey millerk310! You're welcome. I'm happy that I could help. Please don't hesitate to reach out to us in the future if you happen to need assistance again.