11-19-2022 05:24 PM
I ordered a physical copy of a videogame to be delivered to my home. It showed as "delivered" on my Best Buy tracking page, but nothing was on my porch or anywhere nearby. I checked the Best Buy tracking page again and it showed that it was delivered to a completely wrong address in a different town, and signed for by someone who is not me.
I called Best Buy regarding the issue, and they claimed that since UPS was the carrier I needed to call UPS.
So I call UPS (1st time) - the agent tells me that they see the item was sent to the wrong address, and that they would open an investigation, gave me a case number, and they would call me back in an hour. No phone call.
I call UPS (2nd time) - second agent tells me they see that there is a case, they apologized they haven't resolved it yet, and said someone would call. No phone call.
I call UPS (3rd time) - third agent now tells me that there is no case, that I need to file a claim, and that they would send me a link to file a claim. I try to file a claim on UPS customer support, but it says I can't because I am not the shipper.
I call UPS (4th time) - fourth agent claims again that there was never a case opened, the case # is bogus, and that I need to call Best Buy to file a claim.
I call Best Buy (2nd time) - agent says they can't file a claim against UPS for some reason, and that I need to file a police report against UPS. I say that is ridiculous and I need to speak to a supervisor. She promises a supervisor will call me in 10 minutes. No one calls me back.
I call UPS (5th time) - they say I need to file a claim to open a case, and that there is no investigation open. I tell them that 4 of their colleagues have lied to me, and that I cannot open a claim since UPS needs shipper to do it. Then they claim that the claims resolution office is closed on weekend, and I should "give them a chance" and call back on weekend.
So before I dispute charge with the credit card company and go to police to file a report, I need someone from Best Buy to please help me resolve this. I am out $130 and no one seems interested in helping, making me regret ever ordering anything from BB.
11-20-2022 02:34 PM
Thanks for visiting our online community. Although I wish your post has been related to a positive experience, I’m glad you’ve connected with us. I’m sure you were eager to receive this shipment. If the package was received by someone else at a different address, I understand why you’d be seeking guidance and support. It sounds like you’ve already been in touch with a few other support teams. To be sure all resolution paths have been explored, I’d be happy to review the order history.
To get started, please send me a Private Message. Simply use the darker blue icon, which is located across from my signature. For verification purposes, please include your full name, email address, and telephone number. In this case, please also provide me with your shipping address. I look forward to hearing from you.
11-22-2022 08:53 AM
Sarah, thank you for helping resolve the situation.
However, I still maintain that Best Buy's refund/replacement policy needs to be improved to account for situations where the delivery was clearly made to the wrong address and the customer is not at fault for the missing delivery. The way Best Buy handles these situations (passing the buck to UPS, who are terrible) is not good customer service.
11-22-2022 11:09 AM
Thank you so much for your feedback. I have made it a point to formally document your experience. Often, positive change comes from the insight we receive from our valued customers. Best Buy is continuously focusing on what we can do to better serve our customers. While I wish your experience had been seamless, I am confident this is something we can reflect on for the future.
I’m glad I could ultimately help with a final resolution. We look forward to showing you a better experience next time you shop with us.