Best buy forgot my ipad air

[julluvsdisney]

Just got my shipment in from their pre-Black Friday sale and instead of an iPad air there were insignia hdmi cables!!! I'm freaking out! How am I going to prove it wasn't in the box?!?!? I'm so upset!! And I used my husband's best buy card so I can't even call until he gets out of work since I'm assuming they won't talk to me since it was his account! I'm so upset!!!! I spent 1000 that day and of course the $500 gift is missing not the gopro, nabi, or $50 blu ray player

 

[wiigirl]

Yikes!

I would take a picture of everything. Maybe you can prove it from the wieght of the box when shipped?


Good luck!

 

[Iowajes]

I've actually never had a company require I 'prove' something was missing or broken. (I had one company ask for a picture of a torn skirt- but they had no way of knowing if I tore it or if it came that way...)

Just call, calmly explain what is wrong and then go from there. It might not be a hassle at all. I'd call now since you are so upset. If they need your husband since it is his account, you can call again later, but if your last names are the same, it usually isn't an issue. (I had issues when husband and I had different names, which is why I eventually changed it.)

 

[clh2]

First question - did the packing slip actually indicate that the ipad should have been in the box - is it possible they are sending it separately?

If the packing slip did indicate that it should have been in the box, I would certainly not "assume" they would not talk to me. If you try to follow up, and then you get the song and dance that they can't talk to you, I would try to have my husband follow up at lunch time.

 

[julluvsdisney]

I called my husband and finally got ahold of him he is on the phone now with them. I was just afraid they would think I was trying to scam them out of an iPad. I took a picture like pp recommended and sent it to my hubby. What really sucks is that was my husbands big gift and he didn't know I got it for him but I was forced to tell him . But as long as they make it right I guess it is what it is.

 

[julluvsdisney]

First question - did the packing slip actually indicate that the ipad should have been in the box - is it possible they are sending it separately? If the packing slip did indicate that it should have been in the box, I would certainly not "assume" they would not talk to me. If you try to follow up, and then you get the song and dance that they can't talk to you, I would try to have my husband follow up at lunch time.

that's what I thought initially since it all came in two boxes but the iPad is on the packing slip for that box. I just hope they figure it out and quick so I can calm down!

 

[daughtersrus]

I doubt it will be a problem.
Back in the day, I worked in customer service for Spiegel Catalog. We never questioned when a customer called saying an item was missing from the box. We gave them credit and then reordered it. There was a way that the warehouse could keep track of things like this to see if there was a pattern with the employees that were packing/checking the packages before they left.

If the box was tampered with in anyway, we would file a claim with UPS or whatever method of shipping was used. Otherwise it was considered a Spiegel error.

Back in the 80's you won't believe how many Cabbage Patch kids never made it to the customer

 

[lexysdad04]

I called my husband and finally got ahold of him he is on the phone now with them. I was just afraid they would think I was trying to scam them out of an iPad. I took a picture like pp recommended and sent it to my hubby. What really sucks is that was my husbands big gift and he didn't know I got it for him but I was forced to tell him . But as long as they make it right I guess it is what it is.

Oh man that must have been a really mixed emotion conversation.

Hope everything works out for you keep us posted

Sent from my iPhone using DISBoards

 

[clh2]

Well - your husband must be thrilled that he is getting an ipad!

Good luck with working with Best Buy! I've not had to deal with BB on any issues like this at all, but can offer no other advice than - if the person you are talking to isn't solving your problem, they have a supervisor that you can talk to! And that supervisor has a manger...etc.

Keep us posted!

 

[RitaE]

I have a feeling that it will be okay because Best Buy once sent me somebody's package of 3 pink Nintendo DS systems when I had ordered a piece of software from them. I took it into the store and said "Kinda got the wrong thing here and you probably have a customer out there somewhere freaking out" and the lady was just like "Oh, happened again!"

 

[GoofyLovingFamily]

Sounds like Best Buy has failed this shopping season. They have made many mistakes. Hope they fix yours.

 

[julluvsdisney]

So hubby called and was told to go to the store called the store they said that the hotline needs to open an investigation which sounds like everyone is passing the responsibility! Sounds like this is gonna be a process! Then I was thinking ok ill order another one and they can take off the one charge when the investigate but they are sold out! I'm so frustrated! I was so happy I was able to sneak I really nice gift in for him without him having a clue and now that's ruined thanks for the words of encouragement everyone! I appreciate it!

 

[sydneysmom]

I just wanted to wish you good luck and I hope that it all works out.... we have gone through a month of turmoil w/ Best Buy where they actually had put a block on our account so it made it impossible to order online without the order cancelling right away. No one could seem to figure it out. They kept giving me gift cards as a "sorry", but as nice as it was, I couln't use them! Finally, we had the nicest woman in customer relations and she handled everything.

If you would like, PM me and I'll send you her name and phone number. She was SUCH a huge help to us.

 

[lost*in*cyberspace]

You can file a dispute with your credit card if Best Buy drags the process out too long. Keep an eye on the time you have to file a dispute.

What a pain!

 

[clh2]

UGGH. What a royal pain. I agree to file a dispute with your CC company, sooner than later.

Such a wonderful gift for your hubby too!

 

[gshumaker]

Just got my shipment in from their pre-Black Friday sale and instead of an iPad air there were insignia hdmi cables!!! I'm freaking out! How am I going to prove it wasn't in the box?!?!? I'm so upset!! And I used my husband's best buy card so I can't even call until he gets out of work since I'm assuming they won't talk to me since it was his account! I'm so upset!!!! I spent 1000 that day and of course the $500 gift is missing not the gopro, nabi, or $50 blu ray player��

I wonder if they guy that ordered the HDMI cables is calling BestBuy to report that he got an iPad air and wants to know where his HDMI cables are?

 

[crisi]

So hubby called and was told to go to the store called the store they said that the hotline needs to open an investigation which sounds like everyone is passing the responsibility! Sounds like this is gonna be a process! Then I was thinking ok ill order another one and they can take off the one charge when the investigate but they are sold out! I'm so frustrated! I was so happy I was able to sneak I really nice gift in for him without him having a clue and now that's ruined thanks for the words of encouragement everyone! I appreciate it!

They are passing responsibility to the proper people. Best Buy and other big e-retailers lose millions in fraud and theft every year, and they'd rather not - nor do you want them to because it means higher prices. They need to open an investigation, look through the tracking logs, and resolve it. If its something as simple as mixing up packages, it will be found. If someone in the warehouse is stealing product, they need to take care of it. On the other hand, if what they have is a customer committing fraud (not that you are, but it happens - much more often than you'd think), they don't want to reward that.

Yes, its a pain and inconvenience, but there is a really good chance it will be resolved quickly and appropriately.

 

[julluvsdisney]

They are passing responsibility to the proper people. Best Buy and other big e-retailers lose millions in fraud and theft every year, and they'd rather not - nor do you want them to because it means higher prices. They need to open an investigation, look through the tracking logs, and resolve it. If its something as simple as mixing up packages, it will be found. If someone in the warehouse is stealing product, they need to take care of it. On the other hand, if what they have is a customer committing fraud (not that you are, but it happens - much more often than you'd think), they don't want to reward that.

Yes, its a pain and inconvenience, but there is a really good chance it will be resolved quickly and appropriately.

I can appreciate that. that's not where I was going with each one pushing it back to the other. Basically the distribution hotline was sending me to the store and the store was sending me back to the distribution hotline. That's just giving someone the run around.

Anywhoo after several calls to store and hotline and a visit to a store we finally got someone to reorder the ipad and send us paper work to fill out about the issue. So they said it would be sent out in 3-5 days. I guess I wont be relaxed until I have it in my hand! Thank you to all of the helpful suggestions! I really appreciate it! I just cant wait to have this settled!!!

 

[bitty246]

I had a similar issue today with Kohl's. Ordered a Kitchenaid mixer, recieved a pillow. Yep.. a plain old (cheap) pillow. It took 2.5 hours on the phone and 4 different associates to finally resolve the problem. I ended up saving just under $50 for the hassel but I'm not sure it was worth it. I lost my Grandmother today and this was the last thing I wanted to deal with. (Not looking for sympathy, jut to give you a reference for my state of mind) It was beyond emotionally draining to deal with. I just wanted my mixer.

 

[bumbershoot]

I called my husband and finally got ahold of him he is on the phone now with them. I was just afraid they would think I was trying to scam them out of an iPad. I took a picture like pp recommended and sent it to my hubby. What really sucks is that was my husbands big gift and he didn't know I got it for him but I was forced to tell him . But as long as they make it right I guess it is what it is.

I read your followup, and I wonder if you were wording it strangely to them?

This sort of thing happens all the time whenever you have tons of orders all shipping at the same time. The big Seattle-based ecommerce site I used to work for even had a word for it. It was VERY common.

And it doesn't usually involve two people's items being switched, with you getting a guy's HDMI cables while he gets an ipad. It's usually a line of packages, each with the next or last person's things in the wrong box.

I know that with my company we just helped people. Experience showed them that eventually most items would make their way back to the fulfillment centers, people would get their right items, and it would all be fine. So each person was helped as they phoned or emailed.

It's too bad BB isn't doing the same thing, and that's why I wonder if it was worded strangely?


I would have recommended that you just email BB from Dh's account to get the ball rolling.