06-07-2021 09:50 AM
Let me tell you a little story of how Best Buy cheated me out of my monitor while keeping my money as well.
Order placed for the Samsung G77 monitor.
Due to the recent technology shortages, I decided to check on my order that morning around 9 AM to verify that it wasn’t being delayed or cancelled. I discovered an error in the shipping manifest that stated that my monitor was being shipped to the wrong address. Not a typo type of wrong address, but a wrong address that’s not even in the same city that I live in. An address that I don’t recognize and is 100% foreign to me. I never lived there and don’t know anyone who used to or currently live there. I have no idea how this address ended up on my order, but I thought that I caught the error soon enough and that I could get Best Buy to correct the issue to get the package directed to my actual address. I called Best Buy customer service to get assistance with correcting the incorrect address used for my order and the representative that I spoke with advised me that there isn’t anything they can do while the order is in processing and the item must be shipped first so that they can issue an intercept order for the package.
Later that day, I received a shipping notification from Best Buy and called them again to follow up and verify that it is being sent to the correct address. The customer service rep advised me that it won’t be an issue and that they’ll issue an intercept order which will update the carrier (FedEx) with the correct shipping address.
The next day, I called FedEx to follow up on my intercept order to the carrier to ensure that they received the change of address notification from Best Buy. The customer service rep for FedEx advised me that they had not received the notification yet and that my shipment will be delivered to the address that is currently on the label. To attempt to correct this issue before the package made it too far in the shipping process, I promptly called Best Buy once more to attempt to correct the incorrect address on my package. Best Buy representative told me that an intercept has been already issued and we just need to wait until FedEx processes it.
At this point, I have become greatly concerned about my package being delivered to the wrong address and checked the tracking information to see if there were any updates. To my dismay, the tracking information said that my package was out for delivery to the wrong address in the wrong city. I immediately called Best Buy to attempt a 3rd time to let them know that my package was being delivered to the wrong address. Again, like previous customer service reps, I was told that it would be redirected to the correct address that that in the event that the item is delivered to the wrong address, they would be able to issue a replacement for me (free of charge) and that I would not be liable because they have the notes on my account showing where I’ve tried to correct the issue with the incorrect address multiple times.
Later that afternoon, I got an email notification stating that my package was delivered to the wrong address. Again, I called Best Buy stating that my package was delivered to the wrong address and that I’ve been trying to get it sent to the right address for a few days now. The customer service rep advised me that it wasn’t going to be a problem and that they were going to issue me a replacement. Best Buy representative put in an order for a replacement.
I received an email from Best Buy updating me on my replacement item, which was delayed. With all of the technology shortages happening due to the pandemic, I didn’t think much of the delay and continued to remain patient.
I called Best Buy to follow up on the delayed status for my replacement item. The customer service rep for Best Buy advised me that the replacement request for my item had been denied by the back office and that I would not be getting a refund nor a replacement. I asked the Best Buy customer service rep what the reason was for the replacement being denied and they told me that it was because the package was delivered and signed for by someone. I explained the whole situation with the Best Buy rep and I reviewed the tracking information for the package. I advised the representative that the tracking details say that the package was left at the front door and did not require a signature for delivery. Regardless, I had been trying to get the package redirected to the correct address since before the first day that it was shipped. Frustratingly, the representative said that there was nothing that they could do.
I concluded my call with the Best Buy rep for now and called FedEx to validate the details of the tracking information. The FedEx customer service representative confirmed that the package was left at the front door of the package destination and no signature has been collected from anyone. I also asked the FedEx rep if they had any records of Best Buy attempting to contact them to correct the shipping address. The Fedex customer service rep advised me that as far as they could tell, that there were no attempts made by Best Buy to correct the shipping address.
After my call with FedEx and being able to understand the shipping information better, I called Best Buy again to explain the whole situation once more to another Best Buy customer service representative. After explaining everything to the Best Buy rep and giving him time to investigate, he advised me that because the replacement was previously denied, that there was nothing he could do, but he will request a refund for me. One refund is issue, I will be able to buy this monitor again.
I received an email from Best Buy stating “We've concluded our investigation and have determined we will not be providing a refund or replacement item . At this time, we encourage you to work with the carrier and/or local law enforcement regarding this matter.”
I call Best Buy to appeal their decision and once more explain the whole ordeal to yet another Best Buy customer service representative. After receiving the same song and dance that I’ve previously received, I requested to speak with a manager. The Manager reviewed my case and unfortunately, refused to assist me as well and directed me to work with FedEx and/or my local law enforcement. I explained to the Manager that it makes no sense for me to file a claim with FedEx due to the fact that as far as the shipping carrier is concerned, they delivered the package to the destination that the shipper (Best Buy) designated on the shipping label. The Manager insisted that the item was delivered and signed from by someone and again reiterated for me to work with FedEx or my local law enforcement. I persisted with the Manager trying to help her understand that the item was delivered to the wrong address and FedEx confirmed that it was not signed for by someone. The Manager paid no heed to the facts and only reiterated once more that the “back office” refused my replacement and refund, and that I was to file a claim with FedEx and my local law enforcement. Frustrated, I requested that she contact the back office so that I could appeal my situation to them. The Manager refused to assist me any further until I had proof that I filed a claim with FedEx and filed a police report.
I attempted to file a claim with FedEx but they advised me that as a recipient, I cannot file a claim and it must be the shipper (Best Buy). While I had another person with FedEx, I verified once more that Best Buy did not attempt to contact FedEx to intercept the package or change the incorrect address on my package.
Next, I called my local law enforcement office to file a police report. I explained the situation to them and was advised that there was no crime committed and therefore they cannot issue me a police report. The police officer advised me that this is a civil matter and the only thing I can do is sue Best Buy in small claims court. For good measure, I asked if it was possible for the police officer to contact the police department of the city where the package was delivered and attempt to recover the item. Unfortunately, the officer said that the police don’t do that.
After I finished with the police, I called Best Buy again asking to speak with a Manager. I was advised that the Managers were having some sort of meeting and that the rep would leave a note for a Manager to call me back within the next 24 hours.
After 24 hours, I did not receive a call back from a Best Buy Manager.
Same day, I made multiple calls to Best Buy trying to explain this whole situation one more time. Asked to speak to a manager multiple times, but phone call kept on getting disconnected. One time I was put on hold while the rep was looking for a manager, after 40 minutes of continues hold I disconnected a call.
On my 3rd or 4th attempt, I finally was able to talk to a manager who told me that there is nothing he can do and the only thing I can do is to call Corporate office and complain. The number that he gave me is general number for Corporate Best Buy, so that did not lead anywhere.
Made one final attempt to call Best Buy to see if we can resolve this issue. I got really good representative who sounded really caring and was trying to help. I have restated again that my monitor was shipped to a wrong address that I never lived in, don’t know anyone there, and never shipped to this address before. I have no idea how this address got on the order because I did not put it there. I said that I made multiple attempts to try to correct the issue with Best Buy. I was told that this is not going to be an issue, but it is. Unfortunately, at the end of the call she just restated what have already been stated that I need to work with the FedEx and local Police department. After repeating myself that I cannot as a recipient file a claim and it needs to be done by Best Buy and that Police doesn’t see any crime being committed. I asked again if there is any way to contact Backoffice to appeal their decision, but was to no. She was very sorry, but Best Buy will not be sending me a replacement monitor and will be keeping my money.
06-07-2021 01:19 PM
Good afternoon, Dzha2000,
Welcome to our forums. From what you’ve described, it sounds like you’ve contacted a variety of our teams throughout these past few weeks, and while I wish I could provide a different answer than what you’ve provided here, please know we will be supporting our support team’s decision, and will not be providing you a refund or replacement item. As they’ve mentioned, I recommend continuing to work with the carrier to investigate the delivery of this order further. To begin the claim process with FedEx, you’ll find more information here.
06-07-2021 01:27 PM
Thank you for your reply Sean.
You still want me to work with the carrie even though I already stayed that carrier cannot accept a claim from me because I'm not the shipper?
Also Best Buy is the one who send it to the wrong address. I did not put wrong address there, it came from Best Buy.
06-07-2021 03:36 PM
While I can’t speak to your previous contacts with FedEx, the link provided in my last post should assist in getting the claim process started. Our answer will remain unchanged.