BestBuy.com

[Funnyfarm5]

On 2/17/23, I ordered an $431.99 iPad from bestbuy.com.  It showed UPS delivered it to my front door on 2/21/23.  I came back from a trip to NC and looked around my front door and asked my neighbors if maybe they received my package.  The only thing that one neighbor offered was that a group of teenagers had come through the neighborhood while I was out of town and knocked down some mailboxes.  I immediately contacted BestBuy where they assured me that they would take care of the situation.  The customer service representative was extremely nice and asked if I wanted a refund or if I wanted a replacement.  I immediately stated a replacement since this was a birthday gift for my mother-in-law.  My replacement iPad is now showing that Best Buy canceled my order for the replacement on March 8th.  I received an e-mail last night at 10:27pm from Best Buy stating that the investigation into your order {removed per forum guidelines} has been completed.  The e-mail reads that we have completed our investigation and are unable to provide a refund or replacement.  All items on this order that have not already been fulfilled have been cancelled.  We encourage you to work with local law enforcement regarding this matter.  Never once was I told an investigation had even been open.  I was told my replacement would be on the way from the customer service. representative.  I am very disappointed in Best Buy and how I was lied to in regards to this matter.  I hope there is still someone out there at Best Buy who still cares and can help me find my lost package or at least get UPS investigating going.  I should not be asked to pay almost $432 for an item that I never received.  Best Buy needs to stand by their customers and do better than this.  As a merchant and shipper, there has to be a precedure in place when shippping is lost or misdelivered.  This is not a good buisness practice and I have read and seen many other customers who experienced similar issues with lost and missing packages that being handled poorly by Best Buy.  Your help in this matter would greatly be appreciated.

[Bobby-BBY Social Media Specialist]

Good Morning, Funnyfarm5.

Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand how you are feeling after a recent issue with your item missing following it's delivery and wanting to learn more about what options you have moving forward. When our teams work to assist customers with missing items, an investigation is often opened into these cases to help determine the course of action moving forward. I would be happy to assist you with this and see what is possible. Please feel free to send me a private message with your full name, phone number, email address, and order number.

Kindest regards,

[Funnyfarm5]

Bobby, I appreciate all your help in this matter.  When I read that e-mail last night from Best Buy I lost all trust as a loyal Best Buy Customer.  My family does a lot of business with Best Buy in regards to our church, school, and personal needs. I have always only spoke good things concerning Best Buy and their great customer service support and have sent many of my clientele to Best Buy for their needs.  If customer service satisfaction is not reached then I will no longer buy from Best Buy and considering that all of our church/school/personal devices come from Best Buy you're looking at a lot of money that will now be spent with Amazon or Walmart.

[Bobby-BBY Social Media Specialist]

Good Afternoon, Funnfarm5.

Thank you for sharing those concerns. Please feel free to send me a private message so that I can research this further with you.

Kindest regards,

[Funnyfarm5]

I'm in the same situation.  How can Best Buy get by with treating their loyal customers this way?

[Funnyfarm5]

Bobby, as a loyal customer of Best Buy, I will be taking to every Social Media site this afternoon and posting these comments between the two of us to let others know truly how Best Buy runs and operates their business and how customer satisfaction is a thing of the past in the eyes of Best Buy.  My school, church, and myself will not spend another hard earned $1 with Best Buy.  I hope Best Buy can live with this decision of not doing what is right for their customers and maybe look into changing their policy of how shipped items are delivered to the door steps of their customers.  Don't you think I have already reached out to local law enforcement within my town concerning this matter? The chief of police in my town stated that Best Buy should do what is right and send me a replacement item which I mind you I was told by a customer service representative when I first contacted Best Buy concerning my order. since I never received the original item I paid for.  So based off of that conversation the customer service represenative told me a lie and lead me to believe the situation was taken care of and my replacement would be arriving with a matter of days.  Why didn't your company require a signature delivery option?  This is totally on Best Buy and it seems like your company doesn't have it together.  I'm a teacher and I'm sure you are aware that teachers don't make big bucks.  I work extremly hard each week and I honestly think it is a crying shame that I am now left paying $431 for an item I never received.  Great job, Best Buy, but we'll see who has the final say when I publish comments all over the Best Buy forums and every Social Media site I can possible think of to encourage other customers to not spend a dime with a company that I was loyal to for over 15 years.  My hard earned money will now be spent with Amazon and Walmart.   

[Bobby-BBY Social Media Specialist]

Good Afternoon, Funnyfarm5.

Thank you for reaching back out to us on the Best Buy Community Forums. In any situation where an item is reported as undelivered by the customer, Best Buy makes sure that we review and investigate these concerns fully. This may involve contacting our local warehouse teams or partnering with the courier to ensure that an order fulfillment was handled appropriately by our teams. At the conclusion of these investigations, we make sure that the customer has been notified of that decision. Our teams do not make these decisions lightly. 

Please feel free to send a private message if there is anything I can do to assist you.

Kindest regards,

[Funnyfarm5]

So why in the world did Best Buy not require a signature upon delivery?  I could see if it was an inexpensive item, but we're talking about over $400 of my hard earned money and I have nothing to show for it.