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Posts: 1
Registered: ‎05-29-2021

I ordered a laptop, received an ugly green pillow

I bought a 15.6” Lenovo laptop. Shipped out Tuesday and arrived on Thursday. Except, when I opened the box it was the ugliest green pillow I ever saw. Not the new laptop I ordered. I called customer service immediately after I opened the package and, luckily, had taken pictures of the package before I opened the box and after I opened it, to reveal I did not tamper with the box, and they had sent me a green pillow.
I called the customer service hotline and the guy who answered was completely unresponsive, I just heard him laughing in the background while I was saying “HELLO!” trying to get an answer as to where my laptop was, then he hung up on me.
I finally got an answer on chat. The agent said I’d hear back about a reship in 24 hours.
24 hours later? Nothing.
I went into chat again, the agent said I should receive an email by the end of the night.
10 PM. Nothing.
I contacted another agent, who sent me the UPS return label for the ugly green pillow and said I should receive a reship confirmation in a couple hours.
A couple hours later? Nothing.
Worse... the last agent told me the laptop had sold out, so the closest available date I could receive it is now June 4th.

This is, by far, the worst customer service interaction I have ever had. I just want my laptop and I feel like Best Buy customer support is just trying to hold me off and say “well, you’ll get it soon” but nothing’s happening and there’s no progress being made, they just keep redirecting me and feeding me lies.

I even reached out to UPS because on the initial package ship out it said the box weighed 5.40LBS, okay... but the pillow I received didn’t even weigh half a pound and the box dimensions were way off for a laptop. It looks like Best Buy put my label on the wrong package.

I’m just annoyed. I’m mad. I’m an emergency healthcare provider who’s working with a broken chromebook trying to log critical information and whenever I reach out for some help, either I’m laughed at and hung up on, or I feel like I’m getting stringed along with lies just so the customer support agent can try to “resolve” my issue by feeding me lies about what’s going to fix my situation, even though they’re not doing anything.
Posts: 6,667
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Registered: ‎08-21-2017

Re: I ordered a laptop, received an ugly green pillow

Welcome, Marianetta,


Thank you for taking the time to reach out to us here on our community forums to let us know about your order. I can only imagine your surprise to open this package only to find a pillow inside. As a student I know that even a day without a computer can have a huge impact and I would be glad to see what options I may have to help.


I'd like to start off by reviewing your case history to make sure this laptop is on it's way to you. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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