Delivery & Installation

[Samche99]

I want to apologize first because my English is not good. I’m trying my best to describe the issue.
I bought a Alienware r13 desktop two weeks ago. On Oct 28 it shows delivered. I have been wait for the whole day. The delivery required signature. However around 8pm it shows delivered by UPS. I was waiting in the first floor, I don’t see anyone came to my house, and I checked front door, garage, yard, even my neighbors, the package never arrived. I have cameras around the house, I checked the cameras and nobody came. I told customer service that I can provide these video and bestbuy agent just ignore my suggestion.

At 20:30 I chatted with bestbuy agent through the app. I asked the agent should I call the police? The agent told me to wait until the second day because the customer support department was close.

On OCT 29, I chatted with the customer support team l, they said they will refund the amount to me. I was really happy because I thought the issue was solved so I didn’t call the police.

After about one week I contacted with bestbuy agent because I didn’t receive the refund. The agent to me they haven’t decide if they are going to refund me. They just told me to wait. So I contacted with UPS. The UPS said they are not able to find the package, they said according to the law the seller have the right to follow up with the case. I also contacted with local police, they said it’s been too long since my package was lost, they suggested me to fix this issue with bestbuy.

Today Nov 11. I received an email from bestbuy they said they are unable to refund me. The bestbuy team didn’t explain the reason.

I really think bestbuy should fix this issue. I have the right to ask the seller company for a refund. Under the Consumer Contracts Regulations—laws established in 2014 to regulate purchases made online or over the phone—i am entitled to request a refund for late or lost packages.

[Trey-BBY Social Media Specialist]

Good Evening, Samche99.

Welcome to the Best Buy Forums!

Thanks for reaching out. I'm sorry to hear that you have had so many issues with your order. I'd love to look deeper into this and find a potential resolution. I'm currently heading out of the office, but shall return tomorrow morning to look into the matter.  Please send me a private message with your full name, phone number, and email, so that I can better assist you. You can send me a private message by selecting the blue "Private Message" button to the right of my signature. Looking forward to speaking with you.

Kind regards,

[Samche99]

{Content removed for your safety}

[Samche99]

Thank you so much!!!

I already sent these information to you.

btw, the bestbuy team already reject my refund request a few days ago, I don't know how to upload the picture, so I use XXX instead of my personal information.

XXX, the investigation into your order BBY01-80669XXXXX has been completed.

We have completed our investigation and are unable to provide a refund or replacement. All items on this order that have not already been fulfilled have been cancelled.

We encourage you to work with local law enforcement regarding this matter.

Sincerely,

Your Customer Care Team

[Trey-BBY Social Media Specialist]

You posted your personal information publicly. I removed it for you. You'll need to send me a private message, by clicking the blue "private message" button next to my signature.

[Samche99]

Thank you lol 

I just sent again, did you receive it?

[Trey-BBY Social Media Specialist]

Yes I did. Thank you.

[Samche99]

Thanks for helping me lol. I have been waiting for a month🥲

[Samche99]

Good Evening Trey,
I’m not trying to push you. I just want to you to know I will travel aboard for vacation. And I really want to fix this issue before I leave. Could you please give me an estimate time for this case?
Thank you so much!

😄

[Davidm3]

Was your issue ever resolved? I have a similar situation