05-26-2021 10:45 PM
I ordered a BlueAir purifier on 6/01/2020. I provided the correct address for delivery, yet I did not recieve my package. The tracking number showed me that my package was delivered to an entirely different address and city. I filed a claim with both my BestBuy and UPS accounts within the Return and Exchange Promise time period. I recieved emails letting me know my claim was being proccessed. Months went by with my tracker stating "We're attempting to verify the package location/ claim issued." I called BestBuy customer service and was told to file a claim with UPS, which I had already done (although BestBuy is meant to be responsible for filing a claim with the shipper.) The instructions given were to wait for the issue to be resolved by this company. The UPS claim was closed without being remedied, and for months my order on the BestBuy website showed me the incorrect address it was sent to. At some point, this was taken off of my order and now it simply says it was delivered to my address, which is not true. I took the time to file claims and track the package for months which was nothing but a source of stress as I feared this was the response I would get once the return window closed, with my claims open and your website showing that the "action" being taken was still in progress. At this point I would have usually filed a dispute with my credit card, however I made this purchase on debit so that was not an option. I went into a BestBuy location a couple months ago, and was told to call customer support again. I did so, and the representative I spoke to asked for my email and order number and told me I would recieve an email from their team. The email I recieved says "Due to the amount of time that has passed and per our Return and Exchange Promise, we are unable to follow up with your missing order. Please accept our apologies for any inconvenience. We recommend that you contact the carrier directly to see if they are able to locate your missing item(s).." I replied to this email saying that I filed a claim within the return period and that my package was delivered to a different city by no fault of my own, and that email went unanswered. This purchase was over $100, yet no concern was shown by the customer service team and my patience was rewarded with complete erasure of my claim. I cannot understand how it could be within policy to take no action on a package delivered to the wrong address due to a mistake by either BestBuy or UPS, and to refuse me a refund. I would like to be able to shop at BestBuy again, however as of now I cannot do so without feeling as though im risking being stolen from. If anyone has taken the time to read this and has successfully resolved a similar situation, I would love to hear how. If any customer support team members could explain to me how this was a fair outcome, or better yet help me, that would be greatly appreciated.
Thank you, I hope you all have a better shopping experience than I did.
Solved! Go to Solution.
05-27-2021 01:55 PM
Good afternoon, StormMi,
While I wish your visit were under more fortunate circumstances, I do appreciate you taking the time to join our Community and share your experience with us. From what you’ve described, I can’t say I blame you for your frustration with this delivery experience, as this is far from the level of service we hope to provide our customers when shopping with us. While I can’t guarantee a particular outcome at this time, I would like the opportunity to look into this matter further, and offer any additional assistance I can.
For me to review this order, I’ll just need a few pieces of additional information from you. Most of the information I’ll need is sensitive information we’ll want to keep out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to send me:
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.
Hope to hear from you soon,
05-28-2021 04:58 PM
Sean worked to resolve the issue very quickly and was able to find my claims with the information I provided.
Filing a claim with UPS and keeping screenshots of my claims made it possible to confirm that I filed within the return and exchange period, so for anyone experiencing a lost/misdelivered package situation I highly suggest filing a claim with UPS/FedEx yourself as the customer support team suggests, as well as keeping records of those claims.
I am very happy with the customer service provided and feel confident in ordering from BestBuy in the future, as this forum is a great customer service resource.
05-29-2021 10:21 AM
Good morning, StormMi,
Thank you for following up, and updating your thread here on our forums! There’s just a few more details we’ll need to work out through private message, so I’ll be replying to your message in a moment. To read my message, you’ll just need to log into your account here on our Support Forums, and click on the orange envelope in the upper right-hand corner of your screen.
See you up there,
12-05-2022 12:41 PM
This topic has been moved to its own thread under the board BestBuy.com for further review.