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New Member
Posts: 3
Registered: ‎03-13-2019

Wrong Shipping Address

[ Edited ]

In short - I ordered a new set of Sony - WH-1000XM3 headphones from on 11/25 and mistakenly used the wrong 'shipping address'. I tried to fix this online within the hour but couldn't has the fields were unavailable. Therefore I called Best Buy customer service and the Best Buy service rep said she would instuct the shipping company to intercept the package and have it re-routed to the correct address.


On 11/26 I receive an email from Best Buy saying "Your package is arriving early" so I check with the shipping company (FedEx) and the package is set to be delievered to the wrong address. I call FedEx and they claim they never received a notification to intercept the package or change the shipping address. They also inform me that the only party that can change the shipping address is the party that shipped the package (makes sense).


I call Best Buy back to see about the address change - once again this proves to be FAR more difficult than it should be and I have no confirmation that this is fixed or even being worked on. If this was an Amazon order they would have simply corrected it and sent out a new package before getting this one back. There is a reason Amazon's customer service is so good I guess.


I have since called FedEx and got them to hault the delivery to the original location as it is in a differant state and I don't know anyone there that can pick it up. In order to change the address or get the package back you (Best Buy) have to request it. The FedEx case number is {removed per forums guidelines}.



New Member
Posts: 3
Registered: ‎03-13-2019

Re: Wrong Shipping Address

I just got a text message saying "Best Buy Order Status: Your address has been updated on order BBY01-80566379XXXX. Visit _____________ to verify."


However the wrong address is still showing in the Shipping Address field. 

Posts: 588
Topics: 23
Kudos: 84
Solutions: 34
Registered: ‎07-23-2018

Re: Wrong Shipping Address

Hi there, JonathanECU,

Thanks for taking the time to connect with us about this! I completely understand that having an order shipping to the wrong address would not be ideal, and we're glad to hear that you have been proactive in attempting to get this corrected. 


I would love to clarify a couple things regarding our shipping procedures. Generally speaking, orders can only be cancelled or changed (this includes modifications such as changing the shipping address)  within 30 minutes of their placement. Outside of this time frame we may be able to submit for an intercept, or address update, but there is no guarantee that the carrier will accept this. It sounds like this has caused some difficulties with this order.


We would be happy to take a closer look at the details of this to see how we may be able to assist. Would you please send us a Private Message via the blue button in my signature? Please be sure to include your full name, email address, phone number, and order number. 

Austin|Social Media Specialist | Best Buy® Corporate
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