Other Customer Service Support

[AngySnek]

Yesterday through surveillance footage I witnessed a Roadie driver claim to deliver my package and then steal it back. It was marked delivered and I caught him red handed. I have more than enough evidence to show that he did indeed steal it. I went to Best Buy's live support chat and talked with someone named 'Sherif' who worked with me to resolve the issue and told me that within two hours I'd receive an email with my case and then game my my case # before logging off. It's been far beyond those two hours and I've yet to get any indication that Best Buy is even trying to resolve my issue. It feels like I've been dancing around Roadie's and Best Buy's poor customer service and I've had enough. I'm considering a chargeback at this point because the item was worth a lot. 

[VanessaT-BBY Social Media Specialist]

Hey there, AngySnek.

Thanks for reaching out to us on the Forums, although I wish it were on better terms. Thsi is never something we want any of our customers to experience. I would love to go ahead and assist with this and see what may be possible here. In order to do so, can you please send us a message with your full name, email address, phone number and order number?

I look forward to your response.

[AngySnek]

OK, this is ridiculous. You send me a DM saying a replacement has been issued but don't follow up with an email? Am I just supposed to take you at your word? I'm beyond frustrated now, just send me an email detailing said replacement - where and when. Expect a charge back tomorrow afternoon if there's nothing in my inbox by the time I return from work. I'm done playing your games.  

[hockeycanuckjc Community Veteran]

Filing a chargeback will only make things more complicated and much worse. The team who respond here would also be the team who handles disputes with the BBB and also chargebacks so you'd be going in reverse trying to get this settled. I would give the moderator the benefit of the doubt if this is the case and allow the moderator to reply back with additional information. Please note they still may be delayed in their responses as the Holiday 2022 shopping season winds down 

[AngySnek]

Over 700 dollars of my hard earned money is gone, poof, because Best Buy can't get their act together. All I asked is for a simple email that was promised to me days ago. The Forum mod has gone MIA since the last DM. Taking people at their word with no documantation is a fools errand. I want my money back or my laptop replaced, period. I've been stolen from and I will get my money back whether it makes it more 'complicated' or not. 

[VanessaT-BBY Social Media Specialist]

I have responded to your private message. Please continue our conversation there. 

[AngySnek]

This still isn't resolved. I was asked to wait until the 17th to pick up my laptop and I've just gotten an email telling me it's out of stock at my chosen pick up location and won't be until maybe the 25th. What was the point of making me wait over a week just to tell me I still can't get it? Dear lord. 

[VanessaT-BBY Social Media Specialist]

Hello, AngySnek.

Thanks for reaching out again here on the Forums. It truly saddens me to hear that this still has not been resolved for you. I am happy to look into this for you. Can you please respond to our private message with the order number?