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Posts: 1
Registered: ‎11-17-2022

Nightmare order problem handling

I made a purchase recently.  I was excited when I received the email saying it was shipped.  Several days later I realized the item hadn't arrived so checked for status.  It reported that the label had been made 11/7, but the item had not been actually given to FedEx.  So I contacted support.  After about an hour on chat I was told that my item would be reshipped and I should expect it on 11/17.  11/16 I had not recieve the email that I was told I would recieve so I contacted support again.  They told me there was zero record of such a reship being processed...  Of course they offered to reprocess the reship assuring me that this time it would go through, and giving me a case ID in order to expedite the process if things still didn't go smoothly, but said I should recieve an email confirming the second attempt to reship had gone through.  Surprise, surprise by this evening (11/17) I had not recieved said email.  Once again reached out to support.  Was told "I am sorry to inform you that due to technical issues the reship was placed, But not to worry as I will go ahead and reship it for you."  I took this to mean that the reship had AGAIN not gone through...  My estimated date to receive the item was now 11/22.  I then asked for a refund, and was then sent "I would like to inform you that upon double checking the order has been successfully reshipped but it was cancelled and reason mentioned is Customer Payment Issue."  First of all, why would there be a charge needed to send an order that was already paid for but not recieved? Second, the same card was used to successfully pay for another order just today (11/17).  This seems to me like a non-sense attempt to shift the guilt of the error off of Best Buy and onto me, the customer.  Finally, after several sessions of chat, waiting in queue and chatting for multiple hours, I was told that my refund is being processed.  Of course, the confirmation email for this refund isn't immediate and I am supposed to have faith that I will recieve it sometime in the next 24 hours.  This is ordeal has been a nightmare and has massively reduced my confidence in Best Buy's ability to handle my future orders.  For this order at the very least, I will be getting the item from else where.

Posts: 87
Topics: 1
Kudos: 9
Solutions: 4
Registered: ‎11-24-2021

Re: Nightmare order problem handling



Welcome to our online community!


Thanks for reaching out to us here on the Forums for support. I love shopping online when I'm too busy to run to the store or something isn't available to purchase near me. While this option should be easy and convenient, it can be frustrating when an order doesn't go through. I apologize for any inconvenience you have experienced in such a case. That being said, I'd be happy to look further into your account. Please send me a Private Message including your full name, email, and phone number. You can find the blue option to message me to the right of my signature below.




Lisa|Social Media Specialist | Best Buy® Corporate
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