I am very, very upset after the treatment I have received from Best Buy over the last f...

GetHuman4246734's customer service issue with Best Buy from January 2020

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The issue in GetHuman4246734's own words
I am very, very upset after the treatment I have received from Best Buy over the last few weeks. On Nov. **th, I ordered AirPods online. Shortly thereafter, I received notification that my item would be delivered later in the day, and happened to notice that the delivery address was not mine* I am in NC, not FL. I immediately called Best Buy & was told not to worry, the package would be routed to the correct address. A couple of hours later, I got a text stating that the package had been delivered. In FL! For the rest of the day, I spent at least *-* hours on hold, in chat & talking to a half dozen reps who each gave me different info and advice. On one of the calls, I was spoken to like a CRIMINAL, and on another, I was told I must have used a former address. It was ludicrous and infuriating. My most recent directive was to reach out to UPS to see if they’d been able to retrieve the package, as Best Buy supposedly requested this. UPS almost laughed at me because *) they received no such directive and *) once they deliver to the address provided by the shipper, they bear no responsibility unless the item is damaged. I was also instructed to file a police report, which I did, but told nothing about how to proceed from there. The bottom line is, my account was compromised and someone stole from me using another address. This is entirely the fault of Best Buy. I have checked, & there’s no suspicious activity, nor fishy addresses, associated w*ANY other account I own. They conveniently billed to the right address and delivered to the fraudulent one. I did find out, by Googling the address Best Buy shipped my AirPods to, that the location had been connected to FRAUDULENT ACTIVITY. Ridiculous. I understand that these things happen, but I am appalled that Best Buy has no process in place for a customer to address fraud, but, they do have reps, and managers, who insulted me and made me chase my tail for hours. Someone needs to make this right immediately. Normally, I’m the person who rarely complains and is very patient until an issue is resolved, however, my time has been hijacked, my work affected, and my patience absolutely obliterated. To make matters worse, I was told that it’s likely there will be no refund or replacement. I don’t know who must intervene to handle this appropriately and expeditiously, but they need to contact me ASAP. I will not rest, and pursue every avenue, to see that this is brought to a swift and thourough resolution. Thank you. **Follow up: Via the Better Business Bureau website, I filed a claim and received this terrible, laughable response from Best Buy:**To Whom It May Concern,** Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the customer's setbacks when dealing with this matter.** Please know that we have reviewed this matter and verified that this customer did place an order on **********. According to our records, the customer placed the order through the Best Buy account and not as guest as stated in the complaint. Furthermore we have verified that the address where the items were shipped is listed in her account as the main shipping address. Upon further review, we have verified that this customer was sent two emails, one on ***** and a second on *****, where the address in question is shown as the shipping address. When reviewing the address, it appears that it is the address for a known fright forwarder which the customer did not contact us to report until *****.** After careful consideration, Best Buy is unable to refund or reship the item since it was verified that the customer placed the order using the address where the item was shipped.** Best Buy feels that we have fully addressed the customer’s concerns nevertheless, please forward any additional concerns to our office and we will respond accordingly.**To which I responded:** I am rejecting this response because:**First off, I did realize that I used a guest account until after my initial complaint, however, this still does not change the fact that I did NOT enter that address. I have no idea how it populated. Furthermore, I have seen incidences of my exact complaint on your forum. I do not know why Best Buy fails to investigate a potential breach of their system. Also, why would I spend hours on hold, file a police report, and notify the BBB if I thought I was at all liable here? To be robbed of $*** is infuriating. As far as my failure to notice the shipping address in your notifications, I never thought to do so, because I never thought a company would allow this. I have been a loyal Best Buy customer, and chose to order from you instead of many other retailers. I’ve purchased computers, televisions, etc. Now, I am so livid that, unless you make this ***% right, I will never spend another cent with you. Again, let me reiterate: *) I did NOT enter that shipping address* the anomaly is Best Buy’s error. *) I assumed Best Buy to be reputable enough that I didn’t have to verify the shipping address. Again, if the address hadn’t been applied to my account, via Best Buy’s negligence, I wouldn’t have wasted days worth of time. *) I will go to the mat to ensure a mass audience hears of your apathy toward cyber security. In fact, Google WRAL, * On Your Side. I worked with the consumer reporter for many years* I’m sure this would be a meaty story, with interest far extending the RTP viewership. In closing, I also have an email sent directly from one of your associates. It does not sound anything like your rationale for denying me recompense. I find that rather interesting. For the last time, I strongly recommend that Best Buy either reimburse me or send my item immediately. I don’t think you want an appalled, articulate, and well-connected consumer airing her grievances publicly.**Final response from Best Buy***Dear BBB,** **Best Buy feels that we have fully addressed the customer’s concerns that were forwarded to your office in our previous response and we maintain our position.** **Nevertheless, please forward any additional concerns to our office and we will respond accordingly.*Thank you.**In my opinion, the core issue here is that Best Buy did NOTHING to determine how a fraudulent address mysteriously appeared on my order. Nothing. It’s egregious and irresponsible. I want my money refunded. Period.**Best,*Christina Tart

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Best Buy

Customer service issue
Reported by GetHuman4246734
Jan 13th, 2020 - 10 months ago
Not resolved
Seen by 7 customers so far
Similar issue to 4697 others
0 customers following this
Items needed
Order number
Billing address
Email address on the order
Phone number on the order

Timeline

GetHuman4246734 started working on this issue
Jan 13th 9:50pm

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