07-04-2019 10:27 PM
I am looking for some sort of resolution to this ridiculous situation that I have and STILL having to deal with. I will try to write this the best I can.
I ordered a Apple Macbook on May 26th, the delivery arrived on May 30th. Upon opening the box, rather than receiving the ordered Macbook, it was a completely different item, it was a Commuter LapDesk! I contacted BestBuy support right away and the representative advised me to bring this wrong item - LapDesk to the local BestBuy store and the store manager will resolve the issue.
As advised, I went into the local BestBuy and spoke with the store manager, he apologized and he went on the phone to speak with his support team for almost an hour. After the call, he managed to set up a replacement Macbook to ship to me, claiming it should arrive June 20th. He even provided me a sheet of paper to show an order was shipping showing the date. He also told me to send them back the Commuter LapDesk using a return slip which I did. Things seem to be going well, I see the replacement is being shipped according to the UPS tracking on the BestBuy page.
On June 18th, I noticed that the tracking says delivered to ‘Sheppardsville, KY’ rather than my actual address in Rochester. This is when I tried calling back that local BestBuy that did the re-shipment to see what’s going on. The store manager happens to be away on leave and I spoke with the second in command. He said he would look into the situation and also told me to call 1888-BEST-BUY. On I think the 23rd or so, the LapDesk was also returned back to me from BestBuy. I am not sure what this means, as there is zero communication from BestBuy and it made me ponder if the manager just showed me a fake shipment just to get me out of the store…
I called the 1-888 number and the representative said they were doing some investigation that would take a maximum of 2 weeks. I call here and there in between the 2 weeks to ask for updates, and every representative I spoke with say they are still ‘investigating’. So after the 2 weeks, I of course call them again, and to my surprise, again NO update. I ask this representative to escalate to a manager because it has been a month now since I ordered the Macbook. I needed this urgently for work, and I could of bought one anywhere else by now… She said don’t worry, she has escalated it this time to a manager and will take 48 hours to get a response.
That brings me to today (3 days later). I called the 1-888 number again, representative said no updates yet. I asked to speak with a manager and she connected me to the supervisor. She said there is nothing she can do and that they started an investigation with UPS and waiting for their response. She said there is no timeline to this investigation.
This leaves me no choice but to reach out to you guys via Social Media/forum. My question is what were they investigating for the entire 2 weeks in the beginning and what is being investigated now? What happens after the UPS investigation if they can’t find the issue? At this point, it feels like there is no investigation going on or no one actually cares about this. There is absolutely no timeline in place as to when I should expect a response or compensation. I am left with just question marks and frustration as there is a lack of communication to the customer. No updates were ever given from BestBuy to me at any point, it was me that initiated the contact probably 10 times now. I have been directed to travel physically to the store, send a return package back, call back constantly for updates on nothing. I am doing so much for an online order that is supposed to be quick and easy.
I have been quite mannered and patience throughout the entire situation, I use to work in a call center so I understand sometimes the representatives don’t have much power on these things, but I am getting a bit frustrated since its been over a month now and I still don’t have a laptop to use for work!
Initially, the replacement would have been acceptable if it was arriving on the 20th. You just cannot expect a customer to wait over a month for an item they purchased; I just simply cannot wait any longer. I am requesting this to be solved immediately! If BestBuy cannot provide me with an replacement by next week, I will have to buy one from elsewhere and I will not accept a replacement at that point.
This is my first time buying something via online BestBuy and I will never do it again. I will stick with physical brick and mortar stores in the future… Looking to get a response if anyone cares at all…
07-05-2019 01:10 PM
Good afternoon, ifionasit1,
Thank you for taking the time to join our community forum and reaching out to us regarding this order. I can certainly imagine how frustrating it would be for an online order to take so long and can understand wanting to get this resolved as quickly as possible. I would be happy to take a deeper look in to this to see what is going on. I'll need a few more details so I can continue to research this for you. Can you please send me a private message with your:
To send a private message please click the button at the bottom of my post across from my name. I look forward to further researching this for you.
07-09-2019 09:54 AM
Andrew is currently not available, but I'll be more than happy to check into this for you. I'll be following up with you through the PM you sent Andrew.