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Posts: 1
Registered: ‎12-31-2018

Item Not Shipped and Not Received REQUEST REFUND

[ Edited ]

I am absolutely fed up! My husband originally ordered the Gotham Steel 12 Piece cookware set back on November 19th. It was a surprise anniversary present for his parents. Waited a week while the order sat in "preparing" and then suddenly it showed shipped but then the same day "RETURNED". How can something be returned that was never shipped or received?

So that was the first problem. 

So we thought maybe this set had sold out, but no...there it was still listed on Best Buy's website with a normal shipping time. He ordered this set again on the 28th of November. Thinking we had plenty of time for it to arrive before his parent's anniversary. 

It sat in "preparing" again for the longest time....we contacted support, they assured us it was still on it's way and still on time. The day before their anniversary December 17th, with no item received we went to Walmart and purchased the same set. Late that night it changed from "preparing" to "SHIPPED". Too late anyway. We decided we would wait it out, and then return it for a full refund including my husband's $5 reward certificate he used towards purchase. is December 31st. A full TWO WEEKS after it supposedly shipped, and an entire month after purchase. I contacted customer support two days ago to request a refund. Only to be told I could not have refund as the item had shipped. UPS has no record of this item. The shipping number has NO RECORD with them. 
Best Buy's site still shows awaiting pick up. 
I was also told by the customer service rep that they could see I would get my item on January 11th. How they can see an item arriving in the future with a tracking number that doesn't exist, I really do not know. 
This is absolutely absurd!

I am requesting a full refund of order number  {removed per forum guidelines} immediately. 
The shipping number according to your site that is "awaiting pickup" is {removed per forum guidelines} which again has no record with UPS at all. 

My next step is to contact the better business bureau about this matter. 

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Registered: ‎08-08-2017

Re: Item Not Shipped and Not Received REQUEST REFUND

Hello fallintoshadow,


Welcome to our community, and thanks for taking the time to reach out about your recent order.  I wouldn't be too thrilled if there was so much back-and-forth on a shipment I was expected, and I apologize for the confusion and inconvenience this caused you.  I'd appreciate the chance to take a closer look at your order and see what options we may have for you at this point in time.  


When you can, please send me a private message with the following details:


  • Your full name
  • Email address
  • Phone number
  • Order number


To send me a private message, just click on the blue button in my signature below labeled “Private Message”. 


I hope to hear from you soon.

Sam|Social Media Specialist | Best Buy® Corporate
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