BestBuy.com

[zengjean26]

Hello,

I was given the Case ID:

{removed per forum guidelines}

for order numbers

{removed per forum guidelines}

and

{removed per forum guidelines}

I had placed my two orders with Best Buy. For some reason, Best Buy changed the zip codes on my address, and mailed my orders to a whole different borough. Now they’re telling me that they’re not gonna refund me my money because the packages are saying that they were delivered!

It appears that the result of Best Buy’s investigation is erroneous. Perhaps the Best Buy investigator was unclear as to the facts of this case. I never contested that the deliveries weren’t delivered. I contested that they got shipped to the wrong address, and a result of such, I never received my orders.

I can’t go to the carrier because they aren’t the ones who sent it to the wrong address, Best Buy is. In the receipt that I have, I put one address, but upon checking on Best Buy’s end, Best Buy changed the zip code and sent it to a whole different borough in the city of New York. I have sent them proof of their error, and they are failing to acknowledge this.

Best Buy is telling me to contact the carrier, or law enforcement, but for what???

Best Buy took it upon itself to send these orders to a completely different zip code, so there is nothing for me to tell the carrier, or law enforcement. The carrier simply delivered it to the address that Best Buy gave them, so where’s the crime???

Please, I as a consumer did not do anything wrong here. Now Best Buy is locking me into a position where I have to fight to get my money back, when it is Best Buy that made the error.

[Andy-BBY Social Media Specialist]

Hey, zengjean26,

Welcome to the Best Buy Forums.

Thanks for reaching out about your recent order. Any issues during this process are not ideal, and we can understand wanting support here. 

We’d be happy to help however possible with a few key pieces of information. Please send a Private Message with your:

*Full name

*Phone number

*Email address

*Order number

Make certain to click the blue button next to my signature to send the message. 

Best,

[zengjean26]

Per your request, I have sent a private message with the requested information.

[Andy-BBY Social Media Specialist]

Your message has been received.  A follow up will be given as soon as possible.

Best,

[zengjean26]

Well I’m here on standby, waiting for a solution. I hope that I receive the solution.

[Andy-BBY Social Media Specialist]

Sure, we're working on your case. Keep eye on your private messages for any additional information. 

Best,

[zengjean26]

Just for the eyes of everyone reading this forum, I was originally told by Andy in his private message to me that this issue would take 2-3 business days to resolve, now he is telling me that the:
“internal support team will provide further insights and next steps upon completion of their investigation.” He didn’t tell me how long this “investigation” would last.

Truthfully, I really don’t understand what part of the investigation is stopping Best Buy from issuing me a refund. No one is debating that my items got delivered to the wrong address. Literally no one. So regardless of what happened, if I, as a customer, did nothing wrong on my part, why am I being inconvenienced and having to wait to get a refund???

Give me my refund, and do the investigation on your own to see who on your side dropped the ball.

[Andy-BBY Social Media Specialist]

As mentioned, we’re working on your case. Keep an eye on the private inbox for any additional information. 

Best,

[zengjean26]

Again, for the purpose of transparency, in the private inbox message, this is the message I just received from Andy moments ago:

“The timeline given has changed. However, if more time is needed, I will let you know. Also, note that our team does not support real-time messaging as such there will be pauses between responses.”

No information has been given as to what the new timeline is. Now not only do I have still not have my laptops, but I cannot purchase new ones because the charge on my credit card for the laptops Best Buy sent to the wrong address is still on my credit card account. If this process takes long, I will not have my laptops, while simultaneously being forced to pay on my credit card for the charge of these laptops that I never received.

I don’t know what’s going on here, but I feel that Best Buy’s conduct is somewhat criminal. Best Buy has already acknowledged that my orders were delivered to an address that I did not submit to them, but opposed to issuing me a refund for their error, they’re shirking responsibility. Best Buy has told me that I have to go to the carrier, and the carrier has said that I have to go to Best Buy.

I submitted the correct address, yet Best Buy changed it. And although they’re acknowledging this, somehow they’ve told me to go to the carrier or law enforcement; and now they’re telling me that I have to wait on the conclusion of the investigation, when they “investigative” team already tried to deny refunding me my money.

This is not right, and really unfortunate. This is very bad karma Best Buy.

[Andy-BBY Social Media Specialist]

My apologies for the typo, the message was meant to say the timeline hasn’t changed. I will be in touch. 

Best,