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Posts: 5
Registered: ‎02-06-2019
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Re: FORMAL COMPLAINT

I also want to file a formal complaint as i am just getting the run around from customer service. You never talk to the same person and I have had to explain my situation every time I email or call customer service. I ordered 2 Mac Air computers online 1/13/19 with a ship date of 1/14/19 and a tracking number assigned to the computers. The deivery day was to be 1/15/19.  I did receive a delivery on 1/15/19 but it was not the computers but someone else's order in a 8x10 envelope with my shipping label on it and their manifest and product inside. Within 10 minutes of the delivery i was on the phone with best buy saying i had not received the computers but their stance was i had signed for them. I at at my wits end after sending a picture of the package, contents, and manifest to best buy but they have yet to conclude after numerous phone calls, multiple emails, and a investigation that was to be completed in 8 to 10 business days, long past, that I did not receive my computers, the person who ordered what i had delivered did not get their package, and where the $3000 in computers are is a mystery.  The item i received is a $130 item. They want it back, and i am willing to give it back once I am cleared of the lost computers. I even went to a best buy store but they said it was a "online" purchase and they could do nothing about it. I also have been a best buy customer and bought many items but I am being held hostage here by obvious evidence that i do not have the computers. 

Posts: 1,564
Topics: 11
Kudos: 130
Solutions: 78
Registered: ‎10-19-2017

Re: FORMAL COMPLAINT

Greetings, dbush1931!

 

Thank you for reaching out to us and welcome to the forum!

 

I appreciate you taking the time to write us about this order. I am more than happy to look into this for you, but first, I am going to need some more details. Please, send me your order number, full name, phone number, and e-mail address connected to your BestBuy.com account.

 

I appreciate your time and patience.

 

Have a nice day!

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-06-2019

Re: FORMAL COMPLAINT

Message sent with information.

Posts: 1,564
Topics: 11
Kudos: 130
Solutions: 78
Registered: ‎10-19-2017

Re: FORMAL COMPLAINT

Thank you for the message, dbush1931! I got it and responded to it. You can find it when logged in, at the top of your screen, by clicking on the small orange envelope icon.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-06-2019

Re: FORMAL COMPLAINT

Wow, investigation even thought i was given an investigation number was never started on Jan 15. Now I am told the rel investagation was started on Monday 2/4, and it will take another 8-10 business days to complete. This now puts it at Feb 18 over a full month after I ordered the computers online! At least UPS is doing their job. The actual driver who delivered what was supposed to be the computers verified what was delivered with my shipping label and said it is not the computers! This is clearly as I have stated a best buy problem of putting my shipping label on someone else's order at the warehouse and having ups deliver it. UPS took pictures best buy....get this resolved!  

Posts: 1,547
Topics: 31
Kudos: 194
Solutions: 76
Registered: ‎10-19-2017

Re: FORMAL COMPLAINT

Hello dbush1931,

 

Thank you for reaching out to let me know the previous investigation ran into troubles. If you wouldn’t mind, I would like to take a look into your situation here. I’m going to be sending you a private message shortly to request a few details.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-06-2019

Re: FORMAL COMPLAINT

I sent pictures of delivery from my personal email to Kayla and not through the forum. Marked attn: Kayla from dbush1931.

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Posts: 1,547
Topics: 31
Kudos: 194
Solutions: 76
Registered: ‎10-19-2017

Re: FORMAL COMPLAINT

Hi dbush1931,

 

Thanks for sending those pictures! I’ve received them successfully and have sent you a private message with a clarifying question regarding your situation so I can be sure I’m looking at all the options.

 

Regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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