Best buy forgot my ipad air

[julluvsdisney]

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.

I am very sorry for your loss! Im sure they last thing you wanted to do was deal with that stress! Im glad they fixed it for you! hopefully they can tell the difference from a pillow and a mixer this time!

 

[julluvsdisney]

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.

I think the first woman we spoke to either had no idea what she was doing or didn't feel like dealing with it. The second person I spoke to understood the problem and did what the first one should have done.
DH cousin works at best buy and he told us this is a common occurrence especially with ipads. Someone along the packing process takes something of equal or close to equal weight and sends that and I guess steals the Ipad.. I would think there would be a clear paper trail but he says it happens a lot. Needless to say Ill be choosing "pick up at store" next time I order something that expensive.

 

[clh2]

I think the first woman we spoke to either had no idea what she was doing or didn't feel like dealing with it. The second person I spoke to understood the problem and did what the first one should have done.
DH cousin works at best buy and he told us this is a common occurrence especially with ipads. Someone along the packing process takes something of equal or close to equal weight and sends that and I guess steals the Ipad.. I would think there would be a clear paper trail but he says it happens a lot. Needless to say Ill be choosing "pick up at store" next time I order something that expensive.

What I find interesting is why iPads and other similarly small but expensive items aren't managed in there own section of the warehouse, where little switcheroos could not happen. And is best buy not double checking the orders before the package is shipped? I guess that is why they are investigating the situation.

 

[lexysdad04]

What I find interesting is why iPads and other similarly small but expensive items aren't managed in there own section of the warehouse, where little switcheroos could not happen. And is best buy not double checking the orders before the package is shipped? I guess that is why they are investigating the situation.

We'll the problem with a second check is that involves hiring another person to check so then that means more payroll plus that's just another chance at someone having a chance to swap items, even if they had these iPads and expensive items in a separate section the end process still involves human hands at one point or another and unfortunately a lot of these guys aren't paid enough to value their jobs and so are willing to make a stupid choice

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[lexysdad04]

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!

Can't really make a dispute with her CC company because she used the store brand card so she now must do everything with best buy

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[mapmakerj]

The Best Buy credit card is a Mastercard so she could file a dispute with them.

 

[ArmchairDetective]

The Best Buy credit card is a Mastercard so she could file a dispute with them.

Best Buy has both a store card and the Best Buy MC so if its the store card then she will need to deal with Best Buy. I think BBY will make good on this issue.

 

[kamik86]

This is why I like Amazon. I have only once had an issue with them even with MANY MANY things being bought (we don't have many stores in our area so buying from amazon is often easier then trying to find stuff) and that time they sent me a replacement before they even got my return (I noticed and filed a claim on day 1, remembered to mail the return on day 3, and received my replacement on day 4, no way the return got back that fast)... oh and it was my own fault for ordering the wrong thing, not even theirs.

Sounds like for you they are making you deal with a bunch of paper work. Which to me seems like a really bad business practice espeically if the people on this thread are correct that best buy is making customers deal with a hassle because they can't find a way to solve an employee theft problem.

 

[DisneyCowgirl]

Had similar issue with Nordstrom in the last couple of weeks. Received a package that said it had the shoes in it that I ordered but no shoes. Called customer service. They immediately confirmed that the package was supposed to have the shoes and immediately credited my account for them. A few days later I got another box that DID have the shoes in it. That was when my real problems started--tried to bring the shoes back to the local store, but they showed I had already returned them and wouldn't take them back. I called customer service and got nowhere. I'm kind of at a loss about what to do with these shoes now.

Keep up posted--I really want you to get that ipad!!!

 

[riley2008]

Had similar issue with Nordstrom in the last couple of weeks. Received a package that said it had the shoes in it that I ordered but no shoes. Called customer service. They immediately confirmed that the package was supposed to have the shoes and immediately credited my account for them. A few days later I got another box that DID have the shoes in it. That was when my real problems started--tried to bring the shoes back to the local store, but they showed I had already returned them and wouldn't take them back. I called customer service and got nowhere. I'm kind of at a loss about what to do with these shoes now.

Keep up posted--I really want you to get that ipad!!!

Too funny. This happened to us from Shoebuy, except an extra pair of shoes was included in our box. The extra shoes were Skechers, several sizes larger; and we had ordered Stride Rites. The extra shoes even had the UPS mailing label with someone in another state! I tried everything to get those shoes returned to someone - contacted Shoebuy, contacted the return company on the mailing label and even packaged up the shoes and tried to drop them off at a UPS mailing center - the mailing label had been cancelled. I wasn't going to pay to send some family their kid's shoes.

I just donated the shoes to my kids' school.

 

[DisneyFansInLINY]

That is terrible! I had no idea this could happen. I hope everything works out for the OP.

 

[taychase1015]

This just happened to me with Best Buy. I ordered a laptop and a remote, and yesterday I received the remote and a pair of headphones that they don't carry anymore. I checked the tracking number on Best Buy and UPS and found that the tracking number was correct. UPS had the weight at 1.80 pounds. I filed a claim with Best Buy so should hopefully receive my email that my laptop is being sent within 3-5 days. I am thinking the packing weight proves the laptop was not in the box. In addition, the box was not even big enough for the laptop.

 

[julluvsdisney]

This just happened to me with Best Buy. I ordered a laptop and a remote, and yesterday I received the remote and a pair of headphones that they don't carry anymore. I checked the tracking number on Best Buy and UPS and found that the tracking number was correct. UPS had the weight at 1.80 pounds. I filed a claim with Best Buy so should hopefully receive my email that my laptop is being sent within 3-5 days. I am thinking the packing weight proves the laptop was not in the box. In addition, the box was not even big enough for the laptop.

Have you gotten anywhere with this? I am still going back and forth with them. They keep saying it'll be shipped in 3 days then in 3 days it'll be shipped in 3 days. Its really aggravating!!!

 

[taychase1015]

Have you gotten anywhere with this? I am still going back and forth with them. They keep saying it'll be shipped in 3 days then in 3 days it'll be shipped in 3 days. Its really aggravating!!!

Sorry for the delay in responding. I was on vacation in Disneyworld. When we got back last on 12/13, I contacted BB and advised I had not received my email stating the item had shipped. The representative said she needed to investigate but would call me back. She advised the first incident report did not go to the correct place. But after speaking with the investigators they could see my concern and agreed the laptop was not shipped. (Laptop weighted 5.7 lbs without a box.) She said it would be shipped out expedited that day and I would receive an email.

On yesterday, since I did not receive an email I called again. This person, reviewed the issue again and then advised that no laptop would be coming as they were sold out. She was going to send over to have my account credited for the amount and would send me a $40 GC for my inconvenience. I was upset so said OK and hung up. After talking to my brother, I called them back 10 min later and finally got to a Escalation Supervisor. He listened to my concerns and I asked if there was anyway I could get a different laptop for the same price. I had picked one out that was comparable to what I should have gotten. He put me on hold then came back and said yes they could. So I ordered another laptop which he has assured me would be here by 12/23. I received notification today that it had shipped. The weight is about right so fingers crossed it is correct.

So, it looks like it may work out. If you need to call back in, I would ask for an escalation manager. Good Luck! (I did hear from one of the people I spoke to that there were a lot of black friday issues.)