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Posts: 1
Registered: ‎08-09-2020

Ongoing issue with an order/ Complaint

Almost three weeks ago I placed an order that included two different items that were being delievered from different locations (and were using different shipping methods). Couple days after I noticed that the order was missing a unit number. I contacted the shippers with UPS being able to correct the address for one of the items but when I contacted USPS for the other I was told I would need to contact the shipper.


I contacted support on July 28th about my options for correcting the issue but since the item was labeled as being tracked to return to sender I would be issued a refund for that item. They told me my only option was the refund and to re-purchase the item.(Unfornutally since I believed the issue was resolved I didnt get the chat transcript sent to me).


One week later (on August 4th) the credit card had been charged for the item and no refund had been processed. That was also the time at which the item statuses was changed in the system from Delievery scheduled for July 29th to delayed (The USPS tracking had been labelled as Returned to sender on July 29th). I was confused about what was going on so I contacted again to get some answers. In that chat I was told they were successfully able to intercept the order and that they would email me within 24 hrs with a confirmation email and I would recieve a call from the delievery team at the time of delievery. (I have both a reference number and a copy of the transcript).


I wait a couple days (till Aug 6th) without recieving any communication so I contact again. The missing item is labelled as delievered in the system (since that is when it presumbably returned to sender). After being told it was intercepted successfully I was confused (since the tracking had it listed as being delieveried to the state of origin and not the one I live in) so I contacted customer service again. The first person I talked to told me the items were delievered and that I should contact the USPS since they were delievered. After three attempts of me asking I was finally connected to a supervisor. The told me the items had been received in the warehouse and that a refund would be processed to the Best Buy card it was purchased on. They did not provied a reference number but I do have the transcript (and corresponding interaction ID)


Since that chat I have had no other contact or any indication that the refund is even processing. I just want to know if there is anyone from Best Buy coporate office that would be able to at least confirm that a refund is being processed.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Ongoing issue with an order/ Complaint

Good afternoon, mtstorer,


Thank you for taking the time to visit our community forums. Having lived in quite a few places, I know I've sent orders to the wrong address more than a few times. I would be happy to check on this for you to see if I can provide some more details about the status of this order.


I will need a bit more information so I can begin to review this. 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 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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