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New Member
Posts: 4
Registered: ‎12-03-2021

Return refused for incorrect item - please help!

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?  

New Member
Posts: 4
Registered: ‎12-03-2021

Re: Return refused for incorrect item - please help!

Adding to my concerns - hours after I visited a store on Dec 3 and left empty handed, I received a customer service email (replying to an email sent Dec 2):
 
Hi Anissa,
 
Thank you for choosing Best Buy.
 
For us to process you a full refund to your order we adviced you to return the item to your nearest Best Buy store. Once we receive it the refund will follow automatically.
 
If you have questions, don't hesitate to give us a call at 1-888-237-8289. 
 
 
Several issues here:
 
  • My name is not Anissa
  • Previous messages had not advised me to return to a store, stating either UPS or a store would be acceptable.
  • I had just been to a store, and my return was refused
  • I had already talked to customer support on the phone

This is confirming my suspicions that customer support is not tracking my issue at all, and that I may never receive either the iPad i ordered or a refund.
 
I do realize it's the weekend, but any help would be appreciated.
New Member
Posts: 4
Registered: ‎12-03-2021

Re: Return refused for incorrect item - please help!

Another update - I trued chatting with customer support again, and this time they told me to return the incorrect item via UPS for a refund.  Which is at odds with other conversations.
 
So now I’ve had: 
  • Customer support chat & email tell me to return via UPS or to a store
  • Store that could not process the return
  • Customer support email tell me to only return to a store (After I had visited a store already)
  • Customer support phone told me to contact them in 1-2 days for a replacement
  • Customer support chat told me to to return via UPS for a refund (seemingly no knowledge of the attempted stir return or phone conversation)
That's a lot of conflicting information.  Again, any help would be very much appreciated!
Posts: 11,642
Topics: 371
Kudos: 293
Blog Posts: 46
Solutions: 378
Registered: ‎09-29-2008

Re: Return refused for incorrect item - please help!

Hey, drewgilliam,

 

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.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎12-03-2021

Re: Return refused for incorrect item - please help!

And the confusion continues.
 
@Allan-BBY  reviewed my order and told me the returns center would refuse my return and recommended I contact local law enforcement.  While that response is a very disappointing outcome, I went ahead and filed a police report.   It remains to be seen if I filed the police report in time to make a claim with my credit card; I wish Best Buy had made this recommendation the other 5 times I talked to someone. 
 
I also opened a claim with UPS to inform them of the package theft (where the package was opened, the item inside replaced, and the package was still delivered).  I included the police report in the UPS claim.
 
Today (Dec 6) I get a UPS driver ringing my doorbell informing me of a package pickup apparently initiated by Best Buy for a damaged item.  My package tracking number now says delivery was refused, as I was told here not to return the item I received through UPS.  I assumed Best Buy was well aware i would not be returning the package given the recommendation here.  To my knowledge, I was also never informed a package pickup of the damaged item was requested.
 
I’m back to thinking none of these communications are being recorded to my account/order.  And now the only thing recorded to my account is I refused a package pickup for a package I was specifically told not to return.
 
While Allan responded promptly to my first note, I have not received any response from regarding my follow up private messages (I see Allan's last post in this forum was on Dec 4, so maybe Allan is not available today, Dec 6).  Are there any other moderators who could help resolve these issues?  My expected outcome is that my Best Buy order at least acknowledges I never received the iPad, a police report has been filed, and an assurance I will not be charged for a refused UPS pickup.
 
This has been one of the most confusing and inconsistent customer service experiences I’ve ever had.
Posts: 11,642
Topics: 371
Kudos: 293
Blog Posts: 46
Solutions: 378
Registered: ‎09-29-2008

Re: Return refused for incorrect item - please help!

Hey, drewgilliam,

 

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.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!