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New Member
Posts: 3
Registered: ‎06-11-2021

Lies by Best Buy employees, lost package, no refund

I'm apalled by the way Best Buy thinks it's okay to lie to people. I purchased 3 Galaxy Tab S7 tables with 3 Book covers on 5/25/21. BB splits the shipment by two due to stock availability. First package that contained 3 tablets and 1 book cover was stolen or lost at the front door. UPS tracking said it was delivered on 5/27/21, but I could not find my package at the front door. I asked my neighbors and they did not even receive the package. I called the BB customer service reporting the lost package and the Abeegail (I remember her name because this girl lied to me for the first time and she even sent me for my feedback.) said BB will contact UPS about the lost package, and BB will send the replacement on the "Next Day Delivery" in understanding that these tablets were purchased for the graduation gifts. So I waited for the replacement package next day all day long at home (requested to work from home) to receive the package, but I never received the package. So I called the BB customer service again, and the new agent said the replacement package will not be shipped until the investigation gets completed which takes about 24-48 hours, so I waited again, but I already lost the Memorial Day weekend to give these gifts to my family memebers, and on 6/1/21 I called the BB customer service again, this time they said investingation is going on and told me to wait until 6/11/21, and the replacement package won't be delivered to me until this investigation is over. So I cancelled the replacement order. Meantime the second shipment was received but I only have 2 cases in my hand, and I returned them to the store. And I waited and waited for BB to complete and I called the BB customer service again on 6/8/21, and this agent said, she researched and the business department is working on the investigation and the refund withing 24-48 hours, and she asked me if I did not receive any notification e-mail since 6/1/21 from BB. So I said I did not receive any follow up since the first time I called on 5/27/21. This agent told me to wait 24-48 hours for the refund, and I waited another 2 days and still did not receive any notification and e-mail from BB regarding the investigation. So I called the BB customer service again on 6/10/21, and this agent's name is Phillip, and this guy put me on hold about 15-20 minutes total, and told me BB will not refund me and he keeps saying "I'm sorry." without any explanation why and sharing me with the result of investiagion. And Phillip told me to call the police and contact UPS!! (after 15 days from the first time I reported the lost package and they said BB will contact to UPS.) And I found the reason why after I hung up the call, because when I go to the "order status" - "track package" in the BB account, it says the investigation was just opend up on 6/10 during the time I talked to Phillip, BB customer service agent. After that I filed the claim to UPS by myself and called the city policy to report the lost package.


I lost my money, time, change to have meaningful time with family by giving them gifts, and also trust on BB. Every single agent I talked since 5/27~6/10 lied to me about the status and BB have not sent me any follow up e-mail sharing the status of the investigation or the result of the investigation expaining the reason they made certain decision, just lied and made fun of me by multiple lies. So disappointed and got shocked and embarrassed by their morality and behaviour and spirit teating their customers.


I lost $200 gift card and $1700 on this order and I promise, I will never purchase from the BB again, I will use Amazon, and Costco for even electronics.

Posts: 6,614
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Registered: ‎08-21-2017

Re: Lies by Best Buy employees, lost package, no refund

Good afternoon, aerocharis,


Welcome to our community forums and thank you for taking the time to let us know about your experience with this order. I know how important it is to receive a package when you expect it, especially when it's a gift. I appreciate you providing your feedback so we can continue to improve the shopping experience in the future.


As previous agents you will typically receive an update on the status of an investigation via email. Just to be sure, did you check your Spam, Junk and Promotion folders to see if this may have been filtered out of your inbox? 


While it sounds like our support teams have completed their investigation I would be glad to review your case history if you had any additional questions. 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. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-11-2021

Re: Lies by Best Buy employees, lost package, no refund

Never received e-mails from BB since I reported the lost package. I check spam, junk, promotion folders and and did not receive any follow up till now.


And I do see BB opened up investigation on 6/10/21, not on 5/27/21. (I want to upload the screenshot I get from bestbuy account page as a proof.)