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New Member
Posts: 3
Registered: ‎07-27-2019

Best Buy Sent An Order by Mistake

I have had an Easy Replenish standing order for ONE box of Braun Clean and Renew cartridges every 4 months since November 23, 2018. I was sent one box on November 23, 2018 and one box on March 23, 2019, as requested. The third time the order came up, July 23, 2019, Best Buy made a mistake and sent TWO boxes in two DIFFERENT shipments and, of course, charged me twice.

 

I have called customer service four times and twice my call was dropped (they never called me back). I did get to speak to one service agent who tried to explain that it was my fault because "my printer must have sent two orders" (I don't even know where they come up with these kinds of absurdities since an Easy Replenish order is made once online and nothing else is ever sent. I asked to speak to a supervisor and waited for more than 10 minutes before the call was dropped.

 

Yes, I can return the 2nd shipment. However, that costs me time and/or money: either to take the box back to the post office or UPS, arrange to have the box picked up and wait at home for the driver to pick it up, or drive to the nearest Best Buy store and pay for gas.

 

Best Buy needs to own up to THEIR mistake and offer the appropriate compensation for THEIR mistake. The customer should not have to pay for Best Buy's mistake. In addition, if Best Buy cannot fully explain how this happened, then, of course, I will have to cancel the standing order to avoid it happening again.

 

If someone from Best Buy answers this, I will be happy to provide the order number and proof that I only have a standing order for ONE box every 4 months.

 

Thank you.

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Posts: 8,833
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Registered: ‎11-10-2008

Re: Best Buy Sent An Order by Mistake

Esentially, if it says you ordered two, it would be the customer that is liable in this case.

 

But if its a fault of Best Buy, they say they will cover any reasonable shipping fees if it was discovered it was their fault. Be sure to retain all receipts in this case.

 

I'm not saying you did this intentional, it sounds like something got mixed up somewhere.

 

The good news is that BBY Staff do a great job of assisting customers on this forum and I'm sure they will be able to help you out in some form.

 

Also, if you have a Best Buy store in your area, as long as the item is not opened you can return it, avoiding a trip to the UPS store.

 

A mod will be replying to your post soon but in the mean time I hope you find a resolution to this.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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New Member
Posts: 3
Registered: ‎07-27-2019

Re: Best Buy Sent An Order by Mistake

Thank you for your reply. I never ordered two. I have a standing order for one, but Best Buy send two in two different shipments. It is their mistake. The mix-up is entirely on the part of Best Buy. As you probably know, federal law says that if a company sends you something that you didn't order, you get to keep it and they cannot charge you for it.

 

I am trying to clear this up without Best Buy losing me as a customer, but it appears that Best Buy doesn't intend to be responsive. BBY staff has not answered me at all at this point.

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Valued Contributor
Posts: 1,434
Registered: ‎02-07-2011

Re: Best Buy Sent An Order by Mistake

They will answer your question as soon as they can. Can you provide a link for that "federal law" preferably from a government web site. I've never heard of it
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New Member
Posts: 3
Registered: ‎07-27-2019

Re: Best Buy Sent An Order by Mistake

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Valued Contributor
Posts: 1,434
Registered: ‎02-07-2011

Re: Best Buy Sent An Order by Mistake

Thanks for that, it's an interesting article, especially the part where they direct you to a couple non government places for help that according to them you shouldn't need.
Anyway, I'm sure a moderator will get to you as soon as they can.
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Posts: 4,567
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Registered: ‎08-21-2017

Re: Best Buy Sent An Order by Mistake

Hi there, GCTG,

 

Thank you for stopping by our community forum and letting us know about these orders. I can certainly imagine your surprise to see a duplicate charge on your account and an extra cartridge. I'd certainly like to take a deeper look in to this to get some more information as to what happened. Can you please send me a private message with some more of your order details? I will need to confirm your:

 

Full name

Email address

Phone number

Order numbers

 

You can send a private message by clicking the button at the bottom of my post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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