12-03-2021 07:16 PM
12-04-2021 01:03 PM
12-04-2021 01:57 PM
12-04-2021 05:55 PM
I hear where you are coming from on this, and appreciate you taking the time to reach out to us here on our forum. I would be just as concerned by all of this. If you did receive an email stating your only option moving forward was to work with law enforcement towards any possible resolution in this matter, that is most likely what you will need to do. With that said, I could double check on this. I will also check to see why you can't place new orders. Can you send me a private message with your name, phone number, email address, and order number? To send me a private message simply click on the message button in my signature.
12-04-2021 07:49 PM
The link to send me a private message should be in my signature, regardless of what platform you are accessing this forum from. You could also send me a private message by accessing your private messages, addressing a new message to my user name, and then sending the new message. We do not have a way for a customer to appeal a determination, in regards to an investigation our teams have done. If you were notified that your only option in this matter is to have your local law enforcement open an investigation, then that is what you will need to do. We of course would fully cooperate with any law enforcement investigation.
01-03-2022 01:18 PM
This topic has been moved to its own thread under the board Best Buy Store Purchase for further review.
07-29-2022 04:58 PM
Six months later and my case was resolved. I initially attempted to fix it here on the forums, but the reps were powerless to do anything. The forum reps were terrific, and I realize it's not up to them. They reinforced that the investigation was finalized.
The entire "investigation" is nebulous, and no one could offer a way to appeal the decision or provide further insight. The best I was told is that the decision not to refund or replace was not made lightly, and the matter was closed.
I contacted the BBB, ConsumerAffairs, and my state Attorney General. None could help, and BBY was adamant that they couldn't do anything more.
I then initiated a dispute with my credit card issuer. A temporary credit was issued while they investigated, and after six weeks, BBY responded that the package was delivered. In the meantime, I was in touch with the executive office of the shipping carrier. They sent me a letter detailing the delivery record and information that only BBY could take action. They confirmed that no investigation or lost package tracer was ever filed.
So if BBY never contacted the carrier, what did they investigate? It seems the investigation was a rep checking the tracking, and seeing it marked as delivered is the scope of how they investigate. Armed with this compelling evidence, I submitted this to the bank, and they again charged back the transaction. The next step was arbitration which the bank and I were prepared to do.
BBY came to its senses and decided not to pursue arbitration and instead decided to "accept financial liability for this transaction." In the end, I won! I wrote to BBY to have my account restored, it took them about five weeks, and they emailed me that I could resume placing orders and that the stolen package matter was considered closed.
Although I will never order from BBY again, it was mainly a matter of principle to have my account reinstated, and my name cleared. Thank you.
07-29-2022 05:07 PM
Also, my advice to BBY is you need to research and investigate these claims. If someone has a history of lost packages, take action, but someone like me with zero lost packages? I was treated like a criminal, like someone who claims lost packages as a career. There is more to the story than a tracking number that says delivered, and your team should be more judgemental when considering a case. It felt overly procedural and tarnished your image with me. I was a loyal customer; I loved shopping at BBY even when your prices were higher, but you shunned me over ONE package. I had to fight for months only for you to decide to accept responsibility for the transaction.