Add Product

Search Results:

Reply
Member
Posts: 10
Registered: ‎01-21-2021

Lost Order and Best Buy is not taking responsability

Hi,

 

I desperately need someone to help me and listen, I'm very stressed out and could hardly sleep today after the bad news Best Buy gave me. After spending a lot of money at Best Buy and being an Elite member, I am very disappointed in how they are treating me and how little effort they are making to help me regarding a package lost by UPS.

 

On January 4, I purchased a $ 952 phone through Best Buy online to be delivered to a business address. On the day of delivery, UPS sent me a message saying that the package was delivered but I didn't received anything, when I called UPS immediately recognized that the package was delivered by mistake to another residential address and someone signed for said receipt (they could confirmed with the GPS). The next 48 hours they tried to retrieve the package, and on the third day of not having news they initiated a formal claim. As of today, UPS closed the claim admitting that they lost the package and that they reimbursed Best Buy for $ 952.

 

As for me, I have spoken with several people at Best Buy giving much more detail and evidence of the case closed by UPS, but BB continues to insist that the package was delivered to the correct address and signed by "someone", even though UPS itself says otherwise!!! BB already collected my money and now they will have the money from UPS. Please, someone on the Best Buy team who has a little empathy, all I ask is that you please call UPS and verify what I am saying with the tracking number. Using the tracking number on the website is useless because UPS does not put the accurate information, but when you call them thay immediately say the truth. 

 

Please, I beg someone at Best Buy to make a simple call to UPS to verify what I am saying... please!!!

 

 

One final detail, when I use the chat channel to speak with a representative, they tell me that the refund will be issued, but on the other hand I receive emails from Best Buy saying that I will not be given a refund. I do not know what to do.

 

Thanks.

Member
Posts: 10
Registered: ‎01-21-2021

Re: Lost Order and Best Buy is not taking responsability

[ Edited ]

I want to add that I've just spoke with UPS and they told me that they requested to Best Buy some documentation to proceed with the refund directly to BB. Can anyone confirm if you received that documentation and if you are able to send it to UPS?

 

Also, I spoke to a Best Buy representative (Sophia {removed per forum guidelines} again who assured me that the money was going to be refunded to me. Based on that information, plus the previous conversations I had with Best Buy, I bought another phone that I planned to gift to my father who was visiting for a few weeks. While it's not Best Buy's fault that UPS lost the product, at least take responsibility for creating false expectations and putting me in debt on two phones, thinking I was going to get one's money back. As a customer, I don't have to know how departments are divided internally, and if someone from BB tells me that the money will be returned, I trust that word. Fortunately everything is written and recorded. At least take responsibility for this.

 

Thanks.

Member
Posts: 10
Registered: ‎01-21-2021

Re: Lost Order and Best Buy is not taking responsability

UPDATE: I spoke with UPS and they told me that on January 15th they sent the request for documents by mail. The representative gave me the option to provide a BestBuy email address, which I did. In case you didn't receive the mail, I hope someone read the email sent by UPS. For what I was told, they need some basic information to corroborate that BB is the shipper and a description of the product, and then they can process the refund to BB for the lost.

 

In the meantime, I am wondering when someone from this forum is going to pick my claim, because I am noticing that you are replying claims that were posted after mine... I apologize if my English is not that good and I hope the lack of response in not related with that...

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Lost Order and Best Buy is not taking responsability

Hello, MarianoP87,

 

Thank you so much for reaching out to us on the Best Buy Forums! I am very sorry to hear that your package was misdelivered, and that you have been having a difficult time finding a recourse for your refund. It is never fun to not know what your next steps are, and I can understand this has been a frustrating situation for you.

 

I would be more than happy to take a closer look into this and see what I can do to help. So that I can get started, please send us a private message with your full name, email, phone number, and order number. Looking forward to hearing from you!

 

Best,

 

 

Meg|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 10
Registered: ‎01-21-2021

Re: Lost Order and Best Buy is not taking responsability

Hi,

 

Yesterday I received a very haughty email from Best Buy denying my refund, stating "We've concluded our investigation and have determined we will not be providing a refund or replacement item"

 

On the other hand, let me paste the transcript of a chat that I hold with a Best Buy representative on January 21st, I only erased her last name so you don't have any excuse to ban my post:

 

Sophia **** (17:43:46 GMT) : I see that the request for refund ahs been already sent
Sophia **** (17:44:15 GMT) : Please don't worry You will get refund within one billing cycle
Visitor (17:45:03 GMT) : But I received two email from Best Buy saying that you are not going to refund me the money. In fact, yesterday I chatted with a representative who told me the same as you, but this other BB department is insisting that the money is not going to be refunde
Sophia **** (17:45:41 GMT) : Please don't worry I will escalate this issue again
Sophia **** (17:45:56 GMT) : You will get confirmation Email within 24 hours
Sophia **** (17:46:30 GMT) : Please don't worry You will definitely get your refund within one billing cycle
Visitor (17:47:09 GMT) : I don't know why this department is denying my claim. I am very upset because is a lot of money
Sophia **** (17:47:54 GMT) : I see that our team is still verifying it please don't worry You will definitely receive your refund
Visitor (17:48:03 GMT) : In fact, UPS told me that they are going to refund you the money to you. No one should be supposed to lose money, not me or you.
Visitor (17:48:26 GMT) : Okay, just in case could you specify which "deparment" is sending me those emails?
Sophia **** (17:48:41 GMT) : it is our billing team
Visitor (17:49:17 GMT) : So you can assure me that the money is going to be refunded but they don´t?
Sophia **** (17:49:42 GMT) : I can assure you will definitely get your refund
Visitor (17:50:15 GMT) : Thank you, you bring me a little more peace Smiley Happy
Sophia **** (17:50:39 GMT) : You are welcome

Member
Posts: 10
Registered: ‎01-21-2021

Re: Lost Order and Best Buy is not taking responsability

Also, here is the conversation that I had January 20th with another @Bestbuy representative:

 

 

Joshua (14:56:13 GMT) : Just to confirm are you looking to refund of the item.
Visitor (14:56:20 GMT) : Yes
Joshua (14:57:28 GMT) : Please give me 2-3 minutes while I check this for you.
Visitor (14:57:44 GMT) : I received an email from BestBuy this morning saying that the package was delivered at my location, which is not true. I spoke with UPS and they already closed the case admitting that the package was lost and they are going to refund you the total amount
Joshua (14:58:19 GMT) : Yes let me check with that.
Joshua (14:59:12 GMT) : Please give me 2-3 minutes while I check this for you.
Joshua (15:01:01 GMT) : I appreciate your patience.
Joshua (15:02:04 GMT) : I have checked and I see that refund is initiated and I see the refund is in process to get back to your original mode of payment used for purchasing the order.
Visitor (15:02:47 GMT) : So what is the email that I received this morning from you saying that the package was delivered and if I cannot find it I should go to the local authorities?
Joshua (15:04:36 GMT) : No worries I have checked it from my end the refund is initiated and in process for the reason is order is lost.
Visitor (15:05:29 GMT) : Okay, how long is going to take the refund? It is a lot of money and I had to purchase another cellphone to replace the lost one, so up to now I spent more than $XXX
Joshua (15:06:14 GMT) : Yes I see the refund will take one complete billing cycle to get the refund processed to your original mode of payment.
Visitor (15:08:04 GMT) : Okay, thank you, although I am very disappointed with BestBuy. I hope that you can see that I've been a loyal customer and you made go through a lot of drama. Anyway, I hope not having to contact you again because of this

Member
Posts: 10
Registered: ‎01-21-2021

Re: Lost Order and Best Buy is not taking responsability

Here is part of Meg's answer:

 

"Best Buy's official response has been provided, and we will support that resolution."

 

Which is not refunding the money.

 

I recommend everyone to be very careful before buying something at Best Buy, especially if it is something that exceeds $750, since they will consider it as a high value item, and this is when they will treat you like garbage if you have any problem. I say this because I have had good experiences with them in the past with objects of much less value, but the situation changes radically if it exceeds $750. In such a case, I recommend using Amazon.