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Posts: 2
Registered: ‎07-01-2022
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Laptop Never Received - Bogus Investigation w/in minutes of my complaint - No refund/replacement

I’ve been a loyal BestBuy customer for over 10 years as well as a BestBuy Credit Card holder for just as long. I’ve never been treated so callously until now. On 6/29/22, I ordered a laptop and a separate external keyboard. Today, 7/1/222, I received a box that had been re-taped on the bottom and the only item inside is the external keyboard. I immediately contacted both OnTrac Delivery and BestBuy Customer Service to inquire about the laptop. I was told by Lynn, at OnTrac Delivery, that it’s an issue that I need to discuss with BestBuy. I contacted the Customer Service Chat at because the wait time for the phone call was 59 minutes. I spoke with the representative via chat and the laptop was reordered at no charge and set for pick-up at a local BestBuy store. When I arrived at the store, I was informed that there is an investigation regarding the delivery, and I am unable to pick up the laptop. I then immediately called the customer service line and after holding for almost an hour, was informed that the investigation is complete, and I need to contact the local police because it’s not an issue that they can issue a refund or replacement for. How is there a complete investigation within a matter of minutes? No one even called me, and no one asked to see the pictures of the box that I informed both the customer service representative at BestBuy and at OnTrac? Why am I still being charged $747.77 for an item that I have never received? This is appalling, to say the least, and I need this to be rectified. I need to speak with someone who can fully review this issue and either refund the charge or have the laptop delivered to me by a company other than OnTrac Delivery. 

Posts: 19
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Registered: ‎12-07-2021

Re: Laptop Never Received - Bogus Investigation w/in minutes of my complaint - No refund/replacement



 Thank you for reaching out to us and for your patience. I can certainly understand where you are coming from and would love to look into this further to see what best possible solutions, we have for you. If you could please send me a private message providing me with your full name, phone number, order number, and email, and I can then began to look into getting this resolved for you. 



Best Buy Social Media Specialist 

AlbynAnn|Social Media Specialist | Best Buy® Corporate
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