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Posts: 9
Registered: ‎03-29-2019

MIsdelivered item-Refund requests declined-3 months on going case

I ordered a Kitchen Aid mixer on Dec. 2018 thru Best Buy online. UPS was the courier but they misdelivered my package. It was also signed by someone else. My delivery address is supposed to be Cerritos, CA but on the tracking information, it clearly showed it was delivered to Santa Fe Springs, CA. I called Cust. Service and was advised that an investigation has to be opened with UPS since the item was shipped and 'received'. 2 investigation has passed and going back and forth with UPS and Best Buy, I still cannot get my money hard earned money back. Now, when I call Best Buy, they tell me call UPS. When I call UPS, they tell me that the investigation has been completed and that they have sent it to the Best Buy Corporate/Claims department and that they cannot release any update to me since I am not the shipper. I am so helpless now since that is my hard-earned money and no one can seem to help. They can pull all the recordings from my phone conversation with them but everyone cannot seem to help. The worst experience I had was with a Best Buy customer service rep. Eric on 3/29/19. He just placed me on mute for an hour since I had him do a conference call with a UPS agent to resolve my issue and all they keep saying is they are not responsible to issue my refund. I need help and I am hoping someone can escalate this issue and give me my hard earned money back. I save up many years for that mixer.

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Registered: ‎10-19-2017

Re: MIsdelivered item-Refund requests declined-3 months on going case

Hey there, ann_bem11,

 

Welcome to the Best Buy forum community and thank you for taking the time to reach out. I love to order online so I can get great products shipped directly to my door, so it’s disheartening to hear that your experience with shipping your mixer didn’t go the way we would like.

 

Regarding previous refund requests, it sounds like you’ve said that your product was delivered successfully and signed for. In such a situation, you should follow up with the carrier directly for any further assistance. As you mentioned that you believe the package was signed for by another person besides yourself, if you believe someone took your shipment fraudulently, you should make sure this is reported to the carrier. If you wish, you may also file a police report with your local law enforcement. 

 

While I understand that you’re saying the carrier has not provided the information you’re looking for, this would be the best option for you given the information you’ve provided in your post. All of this being said, if you would like to provide your full name, phone number, email address, and order number, I would be glad to record your concerns about this process.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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Registered: ‎03-29-2019

Re: MIsdelivered item-Refund requests declined-3 months on going case

You understood it incorrectly. It was delivered on the wrong address, signed by 'someone on the wrong address. My delivery address is Cerritos. They delivered to an address in Santa Fe springs, ca. How could I receive the package when the cities are miles apart. UPS already completed the investigation and deemed misdelivery.
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Posts: 9
Registered: ‎03-29-2019

Re: MIsdelivered item-Refund requests declined-3 months on going case

 
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Posts: 2,427
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Kudos: 242
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Registered: ‎10-19-2017

Re: MIsdelivered item-Refund requests declined-3 months on going case

Hello, ann_bem11,

 

While I cannot promise a different outcome, I’ll be happy to double check what I can see on my end. For me to do this, will you please send your full name, phone number, email address, and order number in a private message?

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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Re: MIsdelivered item-Refund requests declined-3 months on going case

How can i send a private message?
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Posts: 2,427
Topics: 102
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Solutions: 114
Registered: ‎10-19-2017

Re: MIsdelivered item-Refund requests declined-3 months on going case

Hi, ann_bem11,

 

If you log into the forum, you should be able to see a blue “private message” button in my signature. To send a private message, hit that button.

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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Re: MIsdelivered item-Refund requests declined-3 months on going case

Can this case be escalated further up? There is more to this than checking the tracking information of UPS. Please pull all the recordings of the phonecalls I made. Again, this is the service I can get from best buy who keeps telling to call UPS. UPS has already told me to contact the shipper.
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Re: MIsdelivered item-Refund requests declined-3 months on going case

This is getting out of hand. That is my hard earned money. Kayla, Is there somebody else that can assist me if youre not willing to take time and really look into my case? I have screenshots of everything and i keep telling you it was misdelivered and i never got my package. Who else needs to be involved? BBB? Media? Best Buy CEO? Can somebody help me please?
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Registered: ‎10-19-2017

Re: MIsdelivered item-Refund requests declined-3 months on going case

Ann_bem11,

 

I see you have been working with Kayla and several other representatives from our Corporate office. We do stand by the information already provided to you by our representatives. I will be following up with you one last time to recap our recommendations via a private message. 

 

All the best, 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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