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Posts: 1
Registered: ‎06-10-2021

Package Stolen on 5/26, Still waiting on refund or replacement even tho it was promised

I need help!


I placed an order online for an expensive piece of gear, on 5/26 FedEx notified me it was out for delivery but I never heard a knock and never saw a package. I spoke to the management of our apartment community and they did not see it anywhere and even offered to call the other tenants but it was nowhere to be found. I contacted best buy chat support and opened a case and was told I could have a replacement shipped and it would be there in 48 hours. I was pretty happy with the way they handled it but it also never showed. I contacted bestbuy again but this time I called, I was told that the replacement was not shipped the same day because they needed to do an investigation with fedex to see what happened, I informed him that I was in contact with the local fedex office and they informed me they had completed the investigation and provided best buy with the report verifying that I did not get it and that it was most likely stolen (something we have recently seen a spike in), she said however since bestbuy was the shipper I would have to work with them on a refund or replacement. The rep took a few minutes to look at the details of things and spoke with his supervisor and said that he could still ship the item but that it would not be arriving until after June 11th, as this was intended for a birthday gift on 5/31 I told him that wasnt going to work, after looking into it again he offered me the option of picking it up at the local store which I was more than happy to do.. however not long after he made the changes to the order I got an email saying that the item was cancelled. By that time it was after hours so I called in the morning, the call lasted nearly 2 hours and I was passed around and spoke to 2 different people claiming to be supervisors, in the end I  was told that the item was cancelled because of inventory or unavailability and the rep who made the change must have not contacted the store,the bad news kept coming because next  they  informed me that I was no longer eligible for a replacement because it can only be done once and since the rep changed it to store pickup and it was cancelled my only remaining option was a refund. She looked at my order and saw that I placed the order using gift cards I would get the refund the next business day which was the following tues because of memorial day. That day came and I saw no refund to the cards and no email from bestbuy or anything.. that is when this really got frustrating , I contacted support again and was told that he would need to escalate a case to the refund team to fix it and it would take 48 hours, I told him of my previous experience and he said there was nothing to worry about but again the promises were not kept and no refund made, i have contacted support several more times and every time the rep says "24 more hours I promise" I'm still without a response or refund from bestbuy and customer support has thus far refused to transfer me to a manager but ive been promised fir days now that I wold get a call "within 24 hours" that has not come. I do not understand what the big deal is or what the hold up is, if I had used my credit card I would have reported it and let the bank handle it... the logic simply fails me, I expect a refund to a credit card or debit might take time to figure out and then show up in the customers account but the reality is that the cards were gift cards and according to policy should show a refund immediately of not the next morning. I am out of patience with this and frankly I don't believe anything im told by 1800-bestbuy or the online chat support so I am seeking out someone who has a little more expertise in dealing with problems than some guy with an obvious and harsh middle eastern accent named "Jim" I need help.

Posts: 5,177
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Registered: ‎11-29-2016

Re: Package Stolen on 5/26, Still waiting on refund or replacement even tho it was promised

Good morning, frankiebadger,


Welcome to our forums.  From what you’ve described here, it sounds like you’ve been in touch with quite a few of our support teams regarding this particular order, and it’s disappointing to hear you’ve not yet received the assistance you’re looking for. 


I’d like to take a closer look into this particular order and see what assistance I may be able to provide, however, I’ll need a few pieces of additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


As mentioned, be sure to use the blue “Private Message” button to get this sent my way, 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,

SeanM|Social Media Specialist | Best Buy® Corporate
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