BestBuy.com

[Anonymous]

I ordered a graphics card from Best Buy on 2/9 and my item was shipped on the same day, my Paypal was charged and everything was going well. Today on the 11th, I recieve an email saying my item is being returned to the sender. I still want this item, and now Best Buy is telling me to simply place another order on this item. I can't place another order on this item because it's sold out. There was no attempt in delivering this package to my home, and now UPS and Best Buy is telling me that it's being returned. Any help would be appreciated.

[Anonymous]

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@Anonymous wrote:

I ordered a graphics card from Best Buy on 2/9 and my item was shipped on the same day, my Paypal was charged and everything was going well. Today on the 11th, I recieve an email saying my item is being returned to the sender. I still want this item, and now Best Buy is telling me to simply place another order on this item. I can't place another order on this item because it's sold out. There was no attempt in delivering this package to my home, and now UPS and Best Buy is telling me that it's being returned. Any help would be appreciated.

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"UPS is returning your package to us because they were unable to deliver it. We'll begin processing your refund as soon as we receive the return."

This is what I see when I open up my order details, but I'm not understanding it because there was no delivery to my home.

[jdogg836 · Accepted solution]

Only UPS can elaborate on the reason why they were "unable to deliver", I would reach out to them with your tracking number and see if they can provide context as to why they were unable to complete the delivery.

At this point, it will ship back to the BestBuy.com returns center where it will be processed for a refund.  That refund will go back to the original form/forms of payment.

[Anonymous]

I spoke with a customer service representative to change my delivery address and was told that the delivery would still be guaranteed after the change.

Otherwise, I would have been okay receiving my package at the previous address if I had known this would cause problems. I was given no warning and the next thing I know, my order is being marked as return to sender on the next day.

So I called UPS and they told me to contact Best Buy to have the package redirected. I would reorder this item if I could but it’s highly sought after, it's constantly been sold out and I’ve been trying for months just to order one through Best Buy.

I spoke with another customer service representative that helped me out- they said my order was still open so they would be able to escalate this, redirect the package + I should wait for an email but I still haven't heard anything. I was told to give a call back if I didn't hear back within 24h. Today, my package will be delivered to the returns warehouse at approximately 9PM and I assume the package will be completely lost by then.

I've been jumping back and forth between tons of representatives that say they're unable to help my situation. This is not the kind of customer service I would expect from a company like this. I've been fed so much misinformation and led on to believe my order would be fine when I could have in truth, done more to try and correct it. Now it's being sent to the returns warehouse and I will have lost my package when it was done by fault of the company. I have timestamps and live chat transcripts if they're needed. Please help me resolve this issue.

[Anonymous]

My previous thread was deleted even though there was more to the situation. This thread is marked as resolved, can I still get a team member to help me out here? 

[Meg-BBY Social Media Specialist · Accepted solution]

Hey, sdela,

Thanks for reaching out to us about your order on the Best Buy Forums! I know the recent graphic cards that came out have been a hugely anticipated product, and I can understand your disappointment that is being returned to us through no action of your own.

Typically, you can change your shipping address/method within 30 minutes of placing the order, so long as we haven't started the shipping process. My apologies for any misinformation, as our team can generally attempt to intercept the package, there is no guarantee that this process will complete in time to reroute the package.

However, I'd be happy to take a closer look into this and see if I can provide any further insight! Please send us a private message with your full name, email, phone number, and order number and I can get started.

Best,

[Anonymous]

Thank you. I've sent you the PM. Just to add on, the moment my order went through- I checked to see if I could change the address. However the button always stayed grey and said it was already processing which is why I contacted live support to change it.

[Anonymous]

I'd like to file a complaint if you're able to assist with that, please. I've sent you the details of my full name, email and phone number in a previous PM.

My situation has been too frustrating, I apologize. I'm given guarantee I will receive my package but it still gets cancelled. Supports being unable to help when it's marked as return to sender, but then you're telling me they could have intercepted the package at an earlier time. The level of customer service that I've gotten in the past few days has been terrible.