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New Member
Posts: 2
Registered: ‎03-27-2019

Best Buy made an error and wants me to pay for it

Ordered an item and was told it would be here on a Saturday..Saturday comes and goes and the item never arrived. Called Best Buy on Monday to see where the item was and the customer service representative said that the item was still in the warehouse. I asked when it would be delivered. She said she will see if I can get it by the following day. Following that conversation, I did indeed get my item by Tuesday. However, Wednesday I received an email stating the second item in my order must be return or I would be charged. Except I never ordered a second item. Turns out the lady went ahead and “reshipped” the first item again! I received it today and had to call Best Buy yet again to get this resolved. Customer service insisted that I must physically bring back the second item, which I never requested or ordered, or I would be charged. They very unhelpful and wanted me to pay for their mistake more than I already had (my time, cost of gas driving over 40 minutes to my nearest store). Finally the rep “worked out” a resolution to have a shipper pick the second item up. Maybe if Best Buy didn’t send out duplicates of expensive items this would be a non issue for them. I am very dissatisfied about the entire thing and the way customer service handled the situation. I can only hope someone at corporate Best Buy sees this and is aware of their customer service reps practices. Will never buy anything from this company again.
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Posts: 2,152
Topics: 42
Kudos: 260
Blog Posts: 16
Solutions: 134
Registered: ‎08-08-2017

Re: Best Buy made an error and wants me to pay for it

Hello A1216,

 

Welcome to our community.  Like you, I trust that whenever I place an order with a retailer online, my order will arrive by the date that is given to me at checkout.  When that doesn’t happen, I have the not unreasonable request that the error be corrected and my package sent to me right away.  While I’m glad to hear your order ultimately arrived (albeit later than expected), I was unhappy to see that our agent’s attempt to help ended up creating additional work for you in the long run.  I apologize for our having disappointed you.

 

After reviewing your message, it sounds like we were able to find a mutually beneficial solution.  If you still need any assistance, though, please let me know what I can do to help.  Best Buy relies heavily on the feedback of our valued customers like you to improve in meaningful ways.

 

Thank you for writing to us with your concerns.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-27-2019

Re: Best Buy made an error and wants me to pay for it

While it was a solution-it’s a solution that requires me to stay home to give the package from the shipper, per Best Buy’s instructions. I can only hope the shipper arrives before I must go to work.
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Posts: 2,152
Topics: 42
Kudos: 260
Blog Posts: 16
Solutions: 134
Registered: ‎08-08-2017

Re: Best Buy made an error and wants me to pay for it

Hi A1216,

 

Thanks for sharing your additional thoughts with me.  I can see why that may be a bit of a pain, and I hope this workaround doesn’t impose upon your schedule too much.  We appreciate your flexibility and understanding in the matter.

 

If you need additional assistance down the road with this or any other matter, please be sure to let us know.  We’re happy to help however possible.

Sam|Retired Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!