BestBuy.com

[Jesshelle]

I ordered an iPhone 13 Blue 128 GB online at Bestbuy.com during the thanksgiving sale on 11/25/2021 (Ref: {removed per forum guidelines} and the order was supposed to be delivered on 12/7/2021 by Fedex but it was not and probably got stolen. I called best buy on the same day and they asked me to call the next day to file a case. I called on 12/8/2021 to file a case and a case was filed for replacement (Ref: Case ID: {removed per forum guidelines}) and they told me that they would get back to me within 5 business days and process the replacement. I have since not received a single email from Bestbuy regarding the status of my order till date and we are currently more than 12 business days from when I first reported the issue. Also, I have since called 6 different customer service agents who have given me different responses - from saying that the replacement cannot be processed to saying the refund will be processed in 6 months and that only the back office team can respond to my emails? This is the most pathetic customer service ever and I want to escalate this to your chief customer service manager/officer. I was really excited to be getting a new phone but seems like you guys thought otherwise and now I'm fighting to get back my money! 

I still have not received email confirmation of a refund and the customer service personnel always say they CANNOT send me email confirmation, I mean why not? The case needs to be closed to send email and then they say back office will send it check spam folders and then they say it's processed and when I ask where is the email they go like i can assure you. Basically, I am done with best buy and this is not the way to treat an Elite member. Kindly escalate to your customer service officer.

[AndrewB-BBY Social Media Specialist]

Welcome, Jesshelle,

Thank you for taking the time to visit us here on our community forums and writing to us regarding your order. I know that a new cell phone is a an exciting day so I can imagine your frustration to receive a notification that this was delivered only to be unable to locate your package. I appreciate you letting us know about your experience so far and would be glad to see how I may be able to help.

I appreciate you providing some details in your original message, though I had to remove them as they were posted on our public forums. I will need a bit more information so I can continue to review your case history. Can you please send me a private message that includes your:

Full name
Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your response.

[Jesshelle]

So the saga continues, AMEX has still not received a refund for this transaction and they say that bestbuy (merchant) has provided proof of delivery. You guys can officially count me as a lost customer. It shouldn't be so hard to issue a refund or for a refund to hit my account when it's initiated on 12/21/2021. This is so pathetic. Will vouch never to recommend using any of your services..