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Posts: 2
Registered: ‎11-30-2019

Order picked up by wrong person

I placed an order on November 25th, and was notified that part of my order was not going to be ready for pickup until November 29th, so I figured "great, I'll just pick it all up on Friday" since I am busy during the week. So you can imagine my shock to hear that a laptop, keyboard and mouse that I ordered for my business was picked up by someone else other than me the day after I placed the order! I spoke with the manager, who took down my information and said they were going review security tapes and see what happened and call me back by 12pm the following day. That has not happened. I got the runaround on the phone customer service and they said I'd have to work with the store manager (Castleton in Indianapolis, IN). I asked them how this could possibly happen since the email instructions sent BY Best Buy direct us to present ID and the credit card this was bought on. NOW the laptop that I wanted is sold out. I'm truly unhappy and right now I'm on the hook for $1600 worth of product that someone else took. I'm contemplating filing a police report and disputing the charges on my Best Buy card since I have not gotten anywhere with Best Buy at the store or any other customer service means. I spend a lot of money here and am getting ready to renovate my kitchen, and this experience is making me want to take my business and thousands of dollars elsewhere. It should not be that easy for someone to walk off with what seems to be a secure way to have product held.

Posts: 2,450
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Registered: ‎10-19-2017

Re: Order picked up by wrong person

Hi, jlese1977,


Welcome to the Best Buy forum though I wish we were meeting under better circumstances. Having an issue with Store Pickup is certainly not what we want for our customers, and what you describe is not something that I would describe as within the norm as we have policies and practices in place meant to avoid disappointments to our customers.


Currently, continuing to work with store leadership on this situation is what we would suggest. As you’ve said that you were expecting a call and it didn’t come through as expected, if you’re still needing assistance to get in touch with store leaders, we would be more than happy to reach out to them on your behalf. To get started on that, we’ll need your full name, phone number, email address, and order number. To ensure privacy, please be sure to utilize private message options such as the blue “private message” button available in my signature when logged in on a PC.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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