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Posts: 1
Registered: ‎04-29-2021

Order Never Delivered

[ Edited ]

Hi Guys,


I order from BestBuy regularly (been an Elite Plus member for the past few consecutive years). I have not received one of my orders: {removed per forum guidelines} (order placed way back in November 2020). When it did not arrive in time as a Holiday gift, I just got my other kid something else instead. I tried to contact BestBuy through the website about the order several times, but the site would take me in a loop telling me that my order "has already shipped" and gave me no option to contact customer service about the order. I tried a few times back in December with the same result.


In any case, today, as I was reconciling my account when I realized that this order was probably never going to come; so, I tried something different and clicked the chat bubble for "shop with an expert." The sales agent connected me with “Sebastian C.” from customer service (who was exceptionally obnoxious). I explained the issue to him like 3 or 4 times over the chat and it was like speaking with wall. His English was clearly poor, so I am not sure if he understood me entirely, but he insisted that I "should’ve contacted customer service sooner because the refund and exchange period has ended." I explained that I’m not inquiring about an exchange or refund but rather an item that I paid for and hasn’t delivered. I then asked to be connected to a manager or supervisor. He put me on hold for 53 minutes and then told me that he couldn't reach a manager or supervisor and that he wasn't allowed to give me their info then rudely disconnect before I was able to respond.


Given my experience with BestBuy customer service has been usually nothing short of spectacular (usually), this seems to be rogue customer service agent acting upon his limited understanding of the issue. Can someone make this right?

Posts: 5,011
Topics: 55
Kudos: 392
Solutions: 308
Registered: ‎11-29-2016

Re: Order Never Delivered

Good evening, M-One,


Welcome to our forums, and thank you for sharing your experience with us.  Whether you’re a new customer, or have been shopping with us for years, it’s understandably frustrating to not receive your order as expected, and I regret to hear this seems to be the case with the order you placed with us some five months ago.


As you can see we’ve removed your order number from the public view of our forums, and I’d like to continue this trend by gathering a few piece of information from you privately, so I can look into this order further.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address


As mentioned, be sure to use the blue “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Hope to hear from you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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