My most recent phone conversation has case ID {removed per forum guidelines}.
Timeline:
Oct 28th - placed order for very hard to find item after more than a month of attempts, order placed with outdated address.
Oct 28th - five minutes after order placed I contacted bestbuy support to update the address, they said it could not be updated as the order was processing, and I should call back when the order shipped to have the address updated with the shipper.
Oct 30th - order goes to shipped status, I contact bestbuy support to have address changed, they tell me they have issued an interception request with the carrier.
Nov 1st - no update to tracking, I call best buy again, am again told that the package will be intercepted and I will recieve it at the correct address.
Nov 2nd - package is heading out for delivery on Nov 3rd and no intercept request was made. I contact UPS and ask them to look into it, they have had no requests from best buy.
Nov 2nd - I call best buy and start a 3 way call with UPS to authorize a change of address, UPS states best buy has restricted changes to the parcel, but can return it to best buy for reshipment. The best buy agent explains that once the package returns to best buy it will be reshipped to me at the correct address.
Nov 3rd - receive an email from bestbuy that they are processing my return and issuing a refund. I call bestbuy and explain that I do not wish to return the product, I just want it shipped to the proper address, I am told there is nothing they can do until it arrives in warehouse, I will be issued a reship on Nov 20th.
Nov 9th - product arrives in best buy warehouse and I call to have it reshipped. I am told it is stuck in processing state and I will be emailed to confirm reshipment when the status changes. I ask if they can manually override or update the address for reship, they assure me that an email confirming the reshipment will be out soon.
Nov 12th - received email from best buy that they had processed my return and refunding my money. I call bestbuy to ask why I was not reshipped and spend 30 minutes going over the previous dozen calls, before telling me they cannot do anything as the item is out of stock. I ask to be escalated. I am put on hold for 30 minutes and disconnected.
Nov 12th - I call back and am put on hold for 20 minutes then spend 30 minutes revisiting the exact same conversation I had earlier that day. I am told I must place a new order (impossible as it is out of stock and has been for weeks). I ask to be escalated and he says there is no one to escalate me to. I ask who I was transferred to on my previous call and he says there are no notes, that the call indicates I disconnected. I ask for the item to be reshipped and am told that it is impossible. I ask for compensation and I am put on hold for five minutes then offered $10.
I am beyond livid. I spent three weeks and more than 6 hours with nothing to show for it. I cannot count the number of times I was told "rest assured you will recieve your order" and, "please trust me, this will be fixed" and "I can't do that now, but the next step is X..." non of which was even remotely true.
I cannot imagine why you even have customer service people, at no point in my 12+ contacts was any of them able to make a single change to the order in your system, which appears to be fully automated. How can it be this difficult to change a shipping address?
I would like the escalation team to contact me and figure out how they can reship my order or offer me compensation which is not an insult. I would like to be contacted by someone who won't lie to me.
