BestBuy.com

[danyalrizwan]

Hello

I spoke to bestbuy customer service and UPS customer service today. With my first call being to bestbuy, I was informed that bestbuy cannot provide a refund nor a replacement package. Despite having communicated my suspicion of the package being delivered to the wrong address (Hamilton, NJ instead of Pennington, NJ) I was provided with two options which were to either contact the local law enforcement or to contact the carrier (UPS) directly. I thought I’d call UPS before filing a case against bestbuy, so upon speaking to the UPS representative, I was informed that the claim for this package was approved on Saturday (01/09/21) and that UPS was waiting on bestbuy to complete a document and return it. The rep. also told me that if bestbuy does not see this on their side then have them call UPS to confirm. I then called bestbuy and had the rep. call UPS. While I was in the conference call, UPS did confirm that the claim was approved and that I should be refunded. The bestbuy representative then notated my account and provided me with the following case number ‘{removed per forum guidelines}’.

I have called bestbuy customer service numerous times after that, I ask to speak to a manager. The representatives tell me to wait on the line, and after about 20-30 mins of hold, they hang up. I even recorded the previous conversation with the representative which follows the same pattern. 

Anyways, I've been working on getting my money back for over 2 months. UPS accepted their fault in delivering it to the wrong address. I asked them to provide me the address for house they delivered my package to so I can retreive it, but they wont. 

All I need from bestbuy is to contact UPS and "make payment arrangements" as per UPS rep. so UPS may pay Bestbuy the claim amount so bestbuy can refund my money back to me. The UPS claim number is 'removed per forum guidelines}'.

I'm tired at this point, and considering never returning to bestbuy ever again.

[Meg-BBY Social Media Specialist]

Hey, danyalrizwan,

Thanks for reaching out to us. I'm so sorry to hear that you have been having a difficult time getting a refund for your order that was misdelivered! This definitely doesn't sound like the service that we aim for with our customers, and I apologize for any inconvenience as a result of this experience.

It sounds like you've made every attempt to contact Best Buy and UPS to get this situation resolved, and have been unsuccessful for two months now. I'd like to take a closer look into this, document your concerns, and see what I can do to help out.

Please send me a private message, utilizing the link in my signature below, with your full name, email, phone number, and order number, and I can get started right away.

Best, 

[danyalr10]

I’ve been following them like a dog. I keep calling them and they tell me to wait. After they think i’m tired of holding, they hang up 30 mins later. One of the representatives accidentally told me that my account was notated in a way which prompted this behavior from customer service. I felt like bestbuy was pocketing the money from UPS because when I call UPS and put my tracking number in there, the automated message and the live representative tell me that the claim was approved and they are just waiting for best buy to reach back to get the money from them.
I’m just confused why I am being held responsible for an item that was delivered to a wrong address despite them having the correct address. Yet they have the audacity to tell me they will not send me a replacement nor a refund. They wont even reach out to UPS to get approved claim!
I’ve literally been shopping at best buy for over 7 years and i’ve given the tens of thousands of dollars worth of business. It breaks my heart when I get treated in such despite having been a loyal customer.

[danyalr10]

Also, being a business owner myself, I know if a customer does not receive an item, it is an issue between the merchant/shipper and the shipping company. The customer would never be held liable for something they never even laid eyes on. This is literally fraud.

[Allison-BBY Social Media Specialist]

danyalr10,

I appreciate you following up with that information. Although Meg is now away, I'm happy to continue assisting with this situation. I have followed up to your private message, and you can view my reply in your inbox. We truly appreciate your loyalty to Best Buy over the years, and we'd like to do all we can to help with your order and case.

All the best,

[KJNC]

Hello,

How did the case ending?

Can you update me?

I am facing exact problem with Bestbuy now. more than 4 months, none of them filled the form for UPS and ask me to pay the bill. Stupid customer support ever.

[LisaF-BBY Social Media Specialist]

Hello, KJNC,  

Welcome to our online community.  

We appreciate you reaching out for support regarding your UPS claim. Trust us when we say that this is certainly not the level of service that we aim to provide, and we appreciate you taking the time out of your day to send us this message.

So that I can look into your concerns, please send a Private Message including your full name, email address, phone number, and original order number. To send a Private Message click the blue button next to my signature below. 

 I would be happy to assist you.

Kindly,

[LisaF-BBY Social Media Specialist]

Hi, KJNC,

I have received and responded to your Private Message. To avoid confusion, I will be closing this public conversation, and we will continue to work together via Private Message.

Regards,