BestBuy.com

[phubu1]

Good morning,

I've pre-ordered Kingdom Hearts 3 for PS4 on Feb 22, 2014. Yesterday, I've received an email stated it has been picked up. I'm not sure how this happened, but I'm upset.

To be clear, to pick up an item you must have:

1. Goverment issued ID

2. Payment card

3. Order number

Correct?

I'll make a store visit and see what the problem is. Hopefully it can be resolved there. 

[KyleR-BBY Social Media Specialist]

Hello, phubu1,

Welcome to the Best Buy Community forums. You’re correct that, as noted here, you’d need those three things. 

Someone should not have been able to pick that up without you being present. I’m sure the store will want to check into this, and I’d like to reach out to them to give them a heads up. Please send me a private message, through the link in my signature, with your name, email address, phone number, and order number.

I’ll be out of the office the next couple days, so I’ll catch up with you on Sunday. f I’m not able to reply before the end of the day today.

Sincerely,

[phubu1]

Did I get the answer I needed? NO.

Beyond irritated. 

Long story short, for those of you that may have encountered this issue. Received an email regarding my items had been picked up from my local Best Buy. Clearly, was not me and someone else did. Contacted Best Buy support and was contacted by KyleR-BBY and assisted me in this case. He then reached out to my local store to inform this issue. Store manager view the security footage and had confirmed that the sales associate had "verified" the name of suspect picking up the items to my name, or person declared for pick up stated on my account. Later that day, I've met up and spoke to the manager on the clock. Showed proof of my account on my phone, my driver's license, my email of pick up confirmation to make sure that I am the real account holder. He view the clip and saw it was two other men that had picked up my items with a order pick up confirmation number. He said that there's nothing else he could do on his end and I would have to call my bank to dispute a fraud charge. He cannot give me the invoice on which payment method it was charged to. I absolutely have no idea where to go from there.

A week later, I saw a charge on my credit card. Citi Credit account is on hold while being provided a new account number and physical card. Fraud was reported and a investigation paperwork will be sent in the mail for further investigation. 

Best Buy has failed to verify the information of the account holder and the personel(s) picking up the item(s).

"...the person who picked the game up presented a proper identification in order to pick the game up." - replied by KyleR-BBY.

I've asked, "Did the clerk match up the name, picture of the suspect to his proper ID, and the name of the order that it would be released to? Was the form of ID expired? Was the proper ID a real and valid government issued? Does Best Buy have a form of proof that an ID was presented and kept on file? I would like a copy of the ID that was being used for this transaction. I would also like the identity of the associate that was involved in this transaction as well." 

Best Buy has aid in the fraud by not protecting my account and had easily giving the suspect what he wanted. Luckily this was only a videogame value of $60. What if it was thousands of dollars? Now my account, credit card, credit score, SSN, personal information, bank information, routing number, etc. is now affected AND accessible because of a mere "proof of ID glimpse" during pick up.

I have to make time to investigate this issue because Best Buy cannot further help in this situtation. Such a waste of time that I cannot get back due to a mistake and false

Thank you Best Buy.

[KyleR-BBY Social Media Specialist]

Hello again, phubu1,

Thank you very much for your feedback about our provided resolution on this issue. In addition to reaching out to your credit card provider, I also suggest you reach out to your local police about this. Best Buy should work with the appropriate authorities should they reach out to us for help. As mentioned, the person had an ID that we verified, so the police may want to look into this for you.

Sincerely,