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New Member
Posts: 4
Registered: ‎11-13-2019

Incorrect item and refusal of refund

I made a purchase of an asus gaming pc on the 11th of November. It was set for shipping on next day so when I came to the door I saw the FedEx driver and I opened the door and signed the package. He grab the box from the truck and put it on my door. I told the drive that this doesn’t look like what I ordered and he Just kind of shrugged it off and left to his truck. He was wearing shorts and it was one of the coldest days so far and snowing so I don’t blame him for wanting to go back to the truck. I then immediately contacted Best Buy customer support and they told me they could either send me a replacement or give me a refund and I can get another one in store. I opted for the second option as to not have the same mistake happen again. They then emailed me a shipping label and told me to send the package back and they have processed me a refund. She also asked if I could open the package and see Incase my item was just inside just incorrectly packaged and I refused because I wanted to make sure this was kept sealed and unopened to ensure no foul play. I call the next day because I did not get an email confirmation about the refund and the gentlemen was also kind enough to tell me that I have nothing to worry about and everything is notated and in process.

I then get an email telling me that bestbuy is not going to issue a refund or exchange for my item and to contact the shipper or law enforcement. This boggles my mind because 1.) i was just assured by multiple associates that everything is going to be okay and the refund is being processed and 2.) the fact that Best Buy wants me to call the police and tell them that Best Buy sent me the wrong item? What?? Is that a joke or did I also get the incorrect email sent to me. I don’t know what to do I am overwhelmed with anxiety at this moment and was just ripped off and toyed with by a company that probably doesn’t care what happens to me or anything at all. I just can’t believe that Best Buy sends me the incorrect item and then tells me to deal with it and contact local authority’s or shipping company. I didn’t pay for shipping nor did I select FedEx as my shipper. It should be Best Buy’s responsibility to refund my package and sort out the details within their company as It is already a big enough inconvenience that I got the incorrect item in the first place.
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Posts: 8,768
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Registered: ‎11-10-2008

Re: Incorrect item and refusal of refund

Incorrect items happen sometimes and you will never be responsible for them. The easiest way to handle this would have been to simply go to the store with your issue and have it handled right then and there.

 

If you still have the shipping label, call back and ask for a supervisor to review the notes that was on file for you at the time of the call. They should have record of that.

 

Otherwise this situation may be treated as a stolen package (not sure why in this case as it's the wrong item) and you would have to file a claim with the carrier.

 

I found the email address help@fedex.com to be helfpul when I needed package assistance.

 

Otherwise you may have to wait for a mod here to address your issue.

 

Good luck!

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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New Member
Posts: 4
Registered: ‎11-13-2019

Re: Incorrect item and refusal of refund

The issue I face is going to a store and requesting a refund and exchange of an item and the store clerk looking at me confused as to why the item is different than the item that was ordered.

I mean I’ll try to go to the store tomorrow and see what they can do otherwise I’m still confused and waiting for an answer. I might just have to call my bank and dispute the charges.
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Posts: 8,768
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Registered: ‎11-10-2008

Re: Incorrect item and refusal of refund

Did the package have your name on it? Great!

 

Was the wrong item in the box? No problem.

 

Your case is not the first that Best Buy has had as far as your situation goes. Just go to the store and see what happens. Just be honest and natural about the situation and you may be able to get this situated.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Registered: ‎11-23-2018

Re: Incorrect item and refusal of refund

Hi, Sadounld1,

 

Welcome to the Best Buy Forums. We appreciate you taking the time to join our community.

 

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your window outlines in our Return & Exchange Promise to a Best Buy store — and we will arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289). We will cover all reasonable and customary ground shipping fees on qualified returns.

 

If you experience any issues when at your local store, please let us know!

 

Respectfully,

Quinton|Social Media Specialist | Best Buy® Corporate
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