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Posts: 1
Registered: ‎09-17-2021

Package Delivered to Wrong Address - Poor Customer Service and Support Thus Far

I had a package containing three laptops delivered to the wrong address, in a different city. The shipping address on the order was my correct address, instead the package was delivered to another city and signed for by someone (it appears to be an Amazon logistical center).


I first chatted with customer support and they recognized the error and stated they would be issuing a refund, as they were unable to send a replacement because the items were no longer in stock.


I received an email a few hours later stating that since the package was marked as delivered, they could not issue a refund.


I have since then called customer service numerous times to try to get this resolved. First they told me I had to file a claim with the carrier, in this case UPS. I was unable to be connected to a representative over the phone since my package was marked as delivered, and I am unable to file a claim through their online claim center as only the sender of the package can file a claim for this tracking number.


The next few times they either hung up on me or I had the call dropped, they tried to connect my to UPS only to leave me on an automated system of UPS that eventually ran out of options and ended the call. Then they finally got me on a call with a UPS representative (after I told them I wanted to speak to a supervisor), only for the UPS agent to clearly tell me that I needed to take this issue up with Best Buy and that there was nothing they could do on their end. Of course the Best Buy rep left the call as soon as the UPS agent joined so they were not able to chime in.


Calls with customer service are not reaching a resolution and I'm trying this forum in a last ditch effort to try to get this resolved. Beyond this I'm not sure what other recourse I have other than to file a BBB complaint and dispute the charge on my credit card. 

Posts: 4,976
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Registered: ‎11-29-2016

Re: Package Delivered to Wrong Address - Poor Customer Service and Support Thus Far

Good afternoon, centurion720,


Welcome to our forums, and thank you for connecting with us for assistance.  After exploring multiple options through our other support teams regarding this order, I can certainly understand your frustration with this experience.  While I may not be able to guarantee any particular outcome at this time, I would like to take a closer look into this matter and offer any additional assistance I can.


For me to begin my research, I’m hoping you can provide me with a few pieces of additional information regarding this order.  Most of the information I’ll need is sensitive information we’ll want to keep out of the public view of our forums, so if you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • You remail address
  • Your order number
  • The tracking number(s) for your order


As mentioned, be sure to use the blue “Private Message” button in my signature, 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.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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