Best Buy
Complaint 49634 Details

On December 10th, 2011 I purchased a CANON-PowerShot SX150 IS Black 14.1-Megapixel Digital Camera-Black from Best Buy via bestbuy.com for 159.36 taxes included. I also purchased a memory card for 24.99. I placed UPS Express shipping on the order and paid a final price of $204.53 on my Mastercard Debit card.

Thirty minutes after the order was placed I received a confirmation e-mail from bestbuy.com stating the order was received and being fulfilled. On December 12th when I logged in to my e-mail again I noticed an e-mail from bestbuy.com saying my camera was ready for store pickup in an entirely different state that the state I live in. I immediately called the bestbuy.com customer service line to talk to a representative. I explained that there was some kind of mix up and needed the camera shipped from the store in New York to my house in Massachussetts.

Ten minutes after I got off the phone with Best Buy for the first time I received an e-mail from bestbuy.com saying that the shipping information was changed. When I verified it I saw that the representative I spoke with put in the billing address for my credit card and not the shipping address that was listed on the purchase for my house. So I called a second time to speak with someone else. While I was on the phone with the second representative I received an e-mail from bestbuy.com saying that there was an issue with my billing information on the order. I immediately asked the second represntative why I received this e-mail and also immediately checked my bank account. I confirmed that my bank paid out $204.53 Best Buy. For the next thirty minutes the representative tried to tell me that the item wasn't paid for. I asked him why I received a confirmation e-mail of payment, and how it was that an hour prior I was able to drive to New York state to pick up the order if I had never paid for it. The representative refused to use any common sense and continued to tell me that his computer was saying it hadn't been paid for. After thirty minutes of being told I hadn't paid for something that Best Buy and my bank both confirmed I had paid for I asked to speak to a department supervisor. I was on hold for over an hour, it took so long that the second representative without even telling me transfered me to an automatic hold system which said please wait every 90 seconds.

Eventually I spoke with a department supervisor who sees a lot more information in her computer than the customer service people see. I explained how this went from a simple shipping problem to something a whole lot more complicated. The department supervisor then told me something that made absolutely zero sense. She told me that the first customer service representative attempted to cancel the camera purchase in New York and refund it, then attempted to charge my credit card again for the camera. So instead of just putting my purchase in a box and mailing it from a Best Buy store in New York to my house in Massachussetts this person began making charges on my credit card WITHOUT MY AUTHORIZATION. I became very frustrated and asked the supervisor what was needing to be done now. She told me that I had to have my bank authorize the charge, and I told her no because I already had verification from my bank and from mastercard that $204.53 was charged and authorized. Unfortunately my bank cannot give out a Mastercard Merchant authorization number to the customer, the merchant (Best Buy in this case) can request it themselves. I was placed in a three way call with my bank and Best Buy. In the process of sorting through my banks automated customer login services I was disconnected with Best Buy. I had been on the phone for over 3 and a half hours at the point I was disconnected. I attempted to call back to find out that their business hours had expired for the day.

To recap.

Item shipped to wrong state.
Item was "refunded" (I say that because my bank and mastercard are both telling me it wasnt refunded) and charged a SECOND time. Instead of just being shipped to my house.
Item is not being mailed period now until I pay for it a second time.

That is the result of my customer service calls for December 12th.

I called again at 7:45 am on December 13th and spoke to someone else. Unfortunately the customer service representatives cannot see the same information as the department supervisor. So this person had zero idea of what I was even telling him. He gave me a tracking number for UPS 1ZV7855E1339926645 and assured me that the camera was set to arrive today at 3pm. I explained to this gentleman that that is the same tracking number I received on the 10th for the memory card and asked him how it was possible that the camera was placed in the same box as the memory card if the camera was in New York state while the memory card was already in shipping. The gentleman told me his computer said the camera was mailed in that tracking number. When I punched the tracking number in to UPS it told me that the package weight was 1.6 ounces. There are 16 ounces in a pound... There is ZERO possibility that a camera, its manual, packaging material and everything in the box weights 1.6 ounces. I told the gentleman the package weight and his only answer for me was that I would have to wait to call back until I received the package at 3pm today. He then gave me a case number of 93742084. I was very frustrated from yesterday, and this did not help at all. I told the gentleman that I was basically called a liar yesterday by three Best Buy employees, and now I am beign told to wait and see if the camera is in the box so that I can call back and say no it is not and be called a liar again???

I Spoke with UPS at 9:05 am after calling Best Buy at 7:45am on December 13th and provided the tracking number given to me by Best Buy. UPS informed me that the tracking number was attached to a business sized air mail envelope and in no way could have a camera in it.

At 9:08 am on December 13th I called Best Buy again to inform them that UPS verified that the camera was not in the mail. This was now my 5th phone call to Best Buy. This best buy agent told me that the camera is now in verify order status as of 9:17am and that there is no shipping information on it at all. A completely opposite statement from what I was given an hour earlier. I was then asked to call back tomorrow.

At 12:39pm on December 13th I called Best Buy for the 6th time after receiving an e-mail telling me that my billing was messed up and that a payment was not authorized. Once again I explained to the agent on the phone that both my bank and mastercard approved the purchase payment of $204.53 and that if Best Buy would call they could get a merchant approval number. Instead of the agent attempting to verify an approval number she opened up yet another case number for me (93793974) and was told to call back again in two days.


Since then I have had three way calls with my bank to confirm that I have paid Best Buy. My case has continually been reported to Best Buy Billing/Credit issues department.

I have been charged twice for a camera that I have not received and continually called a liar by Best Buy representatives...even with my bank listening in and cutting in to say that I have paid this company TWICE.