Delivery & Installation

[gtg826q]

Was this ever resolved? I’m having the same problem. I ordered a tv that was never delivered. Best Buy is claiming it was and the driver claims he was in my home and spoke to me face to face. He claims to have pictures but has yet to produce them. This is all lies. No one came to my home the day the tv was supposed to be delivered. I’ve been told repeatedly that this is being investigated, but there has been no update. I now have at least 4 different case IDs and I am now being told to get a police report. This is totally unacceptable!

[Andy-BBY Social Media Specialist]

Hello, gtg826q,

Welcome to our Community Forums!

What you’ve shared here sounds like a frustrating experience and thus your quest for some answers and support. We’d like to take a closer look at your order and see what we can uncover regarding your missing TV. To do so, send over a Private Message with your full name, phone number, email address, and order number.

Regards,

[toconn]

No, unfortunately it is still not resolved.  The last few times I called, they were "processig a refund" but it has never come through.  They tell me the person before didn't either finalize/submit it or there was a technical issue and they needed their operations team to fix, blah, blah, blah.  The last time I called the rep told me I needed to file a police report - I started laughing saying that was what I did 6 months ago and you did nothing with it.  Then he told me he would check with the warehouse - I said they are the problem and are gonna tell you it's delivered like the previous 5 times they reached to the warehouse.  I offered to pay the hourly rate for anyone (warehouse, MGR, etc) to come out to the house and prove to me it was my house.  I need to call again but I can't spend another hour on the phone w/ BB and not get anywhere.  Its just so painful and I was a outstanding Best Buy customer.  Every piece of electronics and small appliances were all bought there.  The last count I had 13 open tickets with them.  I hope you are more successful then i have been.

[gtg826q]

Thank you for replying to this. I’ve got 5 tickets open with them so far and filed a police report this morning. I also disputed the charge with the credit card company. It’s a Best Buy credit card, so I don’t expect much. I was a pretty good customer to Best Buy as well. This was the third TV I bought from them in the last few years. It will certainly be the last.

[gtg826q]

I tried calling several more times today and messaged with Andy-BBY. I still can’t get an update on this. Andy-BBY told me to get a police report and dispute the charge with the credit card company. I had already done both. He’s telling me to pursue this with the credit card company, but CitiBank is waiting for the results of Best Buy’s investigation like I am. Can someone please update me on Best Buy’s investigation? Either prove the delivery happened or refund my money. Any issues with the driver are internal to Best Buy and not my responsibility!

[toconn]

I was told the same.  BestBuy/Citibank card re-instated the charge, as they should, as they confirmed it was ordered by me and delivered somewhere.  They sent me a huge package of documents that showed my order and purchase receipt 15 different ways.  I wasn't saying i didn't purchase it.  They said this was a BB problem which I totally agree with.  Funny enough, Citibank was the one who sent me a picture of it being delivered in someones house.  The picture was black/white so not great but it clearly was not my house.  BB would not provide any of the pictures they have proving it was delivered.  They would verbally describe the pictures which were not evern close to my house.  I asked them if I could send them pictures of my house and the would not take them.  As far as the police report, this was another wild goose chase.  I got the police report and BB did nothing which I knew ahead of time.  They did not want the report once i got it as there was not a way to get them the document, etc.  BB kept saying the police would know what to do.  I explained a number of times to BB it was not stolen from my house and it's not a police issue.  However, our local detective did call BB on my request and the said BB had no idea what to do, etc.  On a side note, the detective was astonished and actually laughed at the picture of it "at my house".  She agreed, this was not my house.

I hope you have better luck than me.  I am still contemplating my options.  I have record of phone conversations well over 40 hours of my time trying to get this resolved and still no luck.  Unfortunately, I just havent' called in a few weeks as it gets no where.  When I intially posted this, I did get a BB rep to work with but she ended up sending to someone else, and then never heard anything more.  Silly me, but I had a glimmer of hope it would get resovled.  People wonder why Amazon is so great but they would have refunded my money that day.

[gtg826q]

I’m up to 8 case IDs now. I was told to wait another 24-48 hours 2 days ago. The photos that the driver claims to have still haven’t been uploaded. Best Buy has yet to produce any evidence that a delivery occurred. There are no pictures and no signature. I have sent all my documentation to the police and have filed a complaint with the BBB.

[gtg826q]

I finally got my refund! I filed a complaint with the Better Business Burea a little over a week ago at the suggestion of the police officer investigating the case. The BBB complaint got Best Buy's attention and someone in their Large Product Fulfillment Resolution department contacted me. She initially told me she was working on the refund then a few days ago sent an email with pictures saying she could not issue a refund because they had proof of delivery. I replied back and told her the pictures were not of my home. The police officer came to my home that evening and took pictures verifying that Best Buy's pictures were not of my home. I sent another email to the Best Buy representative the next day telling her that the police officer had taken pictures and would be sending them to Best Buy. I included the officer's full name and rank. She finally issued the refund after that and is sending a $200 gift card as an apology. I hope this helps you.

[toconn]

Wow, thats great!  That will be my next step as I just can't call BB anymore and waste time.  They said they "approved my refund" but the last few times I called they are having "technical difficulties" with the refund, blah, blah, blah.  I am glad to hear it was resolved, maybe there is a glimmer of hope for me!!!  Thanks again.

[April-BBY Social Media Specialist]

Good Morning, toconn.

Thank you for being a valuable part of our Community Forum. As someone who watches their own refunds closely, I can imagine how not seeing your refund would make you feel. I'd be happy to take a look at this for you.

To get started, please click the blue button next to my signature to send me a private message. Please include your full name, phone number, and email. Thanks!

Sincerely,