12-03-2021 05:58 PM
TLDR; after many customer service interactions, I’m still no closer to receiving a replacement iPad or a refund. Please help!
I ordered an iPad on Nov 20, and received a UPS deliver on Dec 1. Unfortunately, the package did not contain an iPad!
I chatted with customer service that evening (twice - the first time customer service transferred me 3 times then ended the chat without an answer, meaning had to wait another 20 minutes for an available rep). I eventually learned iPads were out of stock everywhere and my only option was a refund. I was told I could return via UPS or a store.
I took time off of work to drive 30 min to the closest Best Buy, and waited another 30 min while the team tried their best to help. Apparently the item I received in the mail from Best Buy isn’t actually sold at Best Buy and they couldn’t issue a refund?!
The store had me talk to customer support on the phone, who got my hopes up that an iPad might be available soon (a replacement would be far preferable to a refund - the iPad was intended to be a big Xmas gift). But then the phone service rep told me I would have to call back again in 1-2 more days. It’s unclear why I have to wait even longer (something about a “get by” date having to pass?) and the clock is ticking on my return.
To summarize - customer support chat directed me to return the incorrect item, but my return was refused at the store, and customer support on the phone told me to call back later. I’m concerned I don’t have a firm answer on either a replacement or refund, and that every customer support interaction I have to re-explain the problem and hope someone can help me.
Can anyone here help?
12-04-2021 12:56 PM
12-04-2021 04:27 PM
12-04-2021 05:39 PM
We should have given you consistent advise throughout this, and if we did not I could certainly understand your concerns here. Receiving something you did not order would be concerning to anyone. I can say that in order for us to process a return or exchange of a purchase, the item being returned to us must be the exact model that was purchased from us. I would like to look deeper into this. Can you send me a private message with your name, phone number, email address, and order number? To send me a private message simply click on the message button in my signature.
12-06-2021 11:40 AM
12-07-2021 01:02 PM
I did get your message but thought I should respond here on this. I have been out of the office since Saturday. To be clear, I advised you that any item being returned or exchanged with us must be the item that is listed on the receipt/order. This is why I informed you if you return the item you received to us via shipping, our return center will most likely decline to refund the order if the item returned to us is not the exact item you purchased from us.
I'm not sure who sent out UPS to pick up an order, but you should not be charged for this pickup. Thank you for sharing that you have filed a report with your local law enforcement on this, and we will of course fully cooperate with any open law enforcement investigation moving forward.