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New Member
Posts: 6
Registered: ‎10-08-2019

Formal Complaint

We are Best Buy platinum members and we have an issue that we have spent an EXUBERANT amount of hours to resolve (a very simple, uncomplicated problem) and it has yet to be resolved.  We have waited over two months regarding an online order that cost $33.97 plus tax (out of pocket expense is $4.25 because we used a Best Buy certificate) that had not been received.  We were told to contact UPS.  On 8/7/19, Jessie from UPS said this was sent surepost and BEST BUY, not the customer, needs to investigate per Best Buy's surepost agreement.  UPS said Best Buy can call him (I called the number Best Buy told me to call) and he will tell them this himself.  Best Buy said that I have to file complaint with UPS.  Told them again what UPS said.  Best Buy said that we signed for it, not true.  Best Buy couldn't even find the order, then they said that they found it using my other phone number, 111-111-1111.  This is not my phone number!  Good grief.  I can assure you, the day it was supposed to be delivered, we received other deliveries, but not yours.  That same day, there was a UPS pick-up for Amazon which they picked up (just left a note on box).  No one rang the bell.  I questioned Best Buy, as months before they had delivered an expensive Dell computer.  It arrived, in its original box, and sat outside our front door.  It was not in a Best Buy box.  Everyone who drove by could see this expensive computer sitting in front of our door.  No signature required.  Best Buy CONFIRMED that they do not require or ask for signatures, so how can they say someone signed for this?  VERY frustrating.  Been going around and around about this.  Even the store manager has tried to get a resolution for us but to no avail (as it was on on-line order).  Finally, Best Buy agreed to file claim and promised resolution by 9/22/19.  It is October now (ordered was placed on 8/4) and still have not received credit or items.  Have already spent over 6 hours collectively to get a resolution.  I don't want to wait on hold forever and a day to call 1-888-BestBuy AGAIN!  Thank goodness it wasn't our $1600 computer that is missing and only a $4.25 purchase - but still!  Can you please help? 

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Posts: 6,972
Topics: 140
Kudos: 364
Solutions: 322
Registered: ‎11-30-2015

Re: Formal Complaint

Good Afternoon, jjdaniels36,

 

Welcome to our community! Thank you for bringing your lost purchase to our attention. I understand how being told to work with different people at each turn would be upsetting. We sincerely appreciate your patronage to Best Buy.

 

Can you please send us a private message with your full name, and email address? We’d like to see if there’s an update available to share with you or see how we might be able to assist, at this time. Please note given the time lapsed since the original purchase we might not have many options available as you’d most likely be outside of our Return & Exchange Promise. A private message can be sent to me by choosing the blue “Private Message” button in my signature below.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2019

Re: Formal Complaint

I sent a private message to you along with our phone number.  Your message is upsetting.  I had called so many times between 8/9/19 and 10/8/19.  PLEASE call me ASAP before any more time goes by.  Thank you.

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Posts: 6,972
Topics: 140
Kudos: 364
Solutions: 322
Registered: ‎11-30-2015

Re: Formal Complaint

jjdaniels36,

 

I apologize that my message was alarming to you. Please know that was not my intention. We’d just need some further information to review how we might be able to assist. Again, as I noted to you privately our team is not positioned to chat over the phone. Our teams at (888) 237-8289 are available if you’d prefer to converse that way.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2019

Re: Formal Complaint

I sent you a pm as requested with our e-mail.  Can you help us?  

Highlighted
Posts: 6,972
Topics: 140
Kudos: 364
Solutions: 322
Registered: ‎11-30-2015

Re: Formal Complaint

 Hello, jjdaniels36,

 

I’ll be responding to you privately in a bit. Again, I’d be unable to guarantee a resolution, but I am happy to see what options may be available. Thank you so much for your continued patience as I reviewed your experience in more detail.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2019

Re: Formal Complaint

[ Edited ]

Dear Mariah,

 

Eight days have passed and I have still not received a private message from you.  Your last message (8 days ago) said you will be sending me a pm shortly.  I also called the 888 number.  My case is supposed to be escalated.  We had a 3-way call with myself, BestBuy and UPS.  UPS told Best Buy the same thing - the was sent via sure post and the customer can not put through a claim.  Sadly, despite all my dates, times, and names of people I had spoken with and my reference number, all the calls that happened 8/21/19 with Julie (at 1:48 p.m.) which stated she had filed a claim, but could not give me the claim number or any other number but assured me that the items will be replaced on 9/21, or the store manager who I called because we are great customers and hoping she could help (which I called again and she could see ALL of her notes), nor my conversation with Hya on 8/21/at 6:12 p.m. (since the items were ordered on 8/3) inquiring again - why do we have to wait until 9/21?  Hya said the same thing as Julie, gave my ref number {removed per forum guidelines} assured EVERYTHING is documented and we will be taken care of - Best Buy said no record found.  UPS (while Best Buy was on hold) said Best Buy NEVER filed a claim.  10/9/19 - Kristan will escalate.  Kristen from Best Buy was on the three-way call.  Case #{removed per forum guidelines}.  UPS will follow-up with BEST Buy - not customer.  Again - nothing!  Oh my goodness.  All for a package costing me $4.25 AND   A-L-L   the hours spent to try to get this resolved (well over 8 hours over the past 2 plus months!!!!).  Best Buy also CONFIRMED no signature requested. EVEN my $1600 computer that was delivered (in its original box letting everyone who passed our house know that a brand new DELL XP is sitting on my front door) - no signature was required.  UPS said someone signed for it - but you did not ask for signature - nor did anyone here sign for it.  The same day, many deliveries were made.  All boxes were accounted for except for the one from Best Buy.  At the same time - UPS picked up a large Amazon return package that was on the front porch.  No one rang the doorbell.  I was home and heard the driver pick up the box.  UPS said because Best Buy sent it sure post - this is the problem - I have no idea or any control on how Best Buy is delivering my package.  This is getting ridiculous!  ANYONE - PLEASE HELP!!!!

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Posts: 6,972
Topics: 140
Kudos: 364
Solutions: 322
Registered: ‎11-30-2015

Re: Formal Complaint

Hello, jjdaniels36,

 

I apologize if you had not received my private message. I resent to it you are including the time-stamps from that original message. It appears that you might’ve read it this morning around 9:30 CST. Again, I’d be unable to make any guarantees on particular outcome, but we’d like to see what options are available to us. You can check your private messages by ensuring you’re logged into our community and selecting the orange envelope in the top right-hand corner.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2019

Re: Formal Complaint

Hello,

 

No I did not receive your private message, at least an e-mail from you sent to my e-mail did not come through.  However, this morning, after I sent the message, it said I had 1 unread message.  With my new message, names, dates, and reference numbers - hopefully, you will be able to help.  Thank you.

Highlighted
Posts: 6,972
Topics: 140
Kudos: 364
Solutions: 322
Registered: ‎11-30-2015

Re: Formal Complaint

Hello, jjdaniels36,

 

Thanks for confirming that you might not have received an email notifying you had a private message, but I’m happy that you did receive it earlier today. Can you please check your messages and send me the responses to those two questions I had?

 

Thanks,

Mariah|Social Media Specialist | Best Buy® Corporate
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