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@bestbuy – Hubert Joly – Dear Ms. Corie Barry, Back in March 2020, at the Tysons Corner Best Buy location

Jenny Karmen sent a message to Hubert Joly that said:

Dear Ms. Corie Barry,

Back in March 2020, at the Tysons Corner Best Buy location, I had an employee purchase a Dell 2C18 Rogue laptop online for me which was then to be shipped to my apartment. A few days later, I received a package in the mail from Best Buy only to find a dirty, used Lenovo Think Pad Ultra Base. I immediately went back to my local Best Buy and was turned away because the computer part would “mess up the store inventory.” I was directed to call 1-800-BestBuy. I returned home, called 1-800-Best Buy, explained that I received the incorrect item, and was emailed a shipping label. The next day, I went to the local UPS and mailed the package back. Several weeks later, I received another package from Best Buy AND IT WAS THE SAME DIRTY, USED LENOVO COMPUTER BASE. I was dumbfounded. I then made another call to 1-800 Best Buy and explained the situation. I was told that I must have received the incorrect return label. The customer service representative then emailed me a second return label. The next day, I went to the local UPS and returned the incorrect package a second time.

That was on April 10th, 2020. I still have not had the $586.18 charge cancelled from my Best Buy credit card (which I have not paid yet). Yes, I have called 1-800 Best Buy and have confirmed that the return package was received. I have made countless calls to Best Buy, including even going back to my local Best Buy where the purchase was made. No one has been able to help me. I also opened a dispute with my Best Buy credit card and even that has led nowhere. I just received a letter from Best Buy Credit Services on June 30th, 2020 stating that “no credit is due since the merchant provided what was expected”(see attached documentation). I am very frustrated and upset.

Furthermore, I am a registered nurse who is working the frontline on a Covid-19 unit, and on top of the immense stress I am enduring on a daily basis at work, I also have to come home and deal with this nonsense. This has been a very difficult time and this situation is no help. The charge simply needs to be removed from my card. All we are talking about here is $586.18. This amount is a drop in the bucket for a corporation like Best Buy, but for an individual customer who values her time and hard-earned dollars, this is a significant and unacceptable amount of money for your company to mishandle. I never received the laptop I ordered. Period. It is that simple. I am not sure what else I have to do to make this clear. This should be a very simple solution and I am astonished at how incompetent Best Buy has been. This situation can be solved easily by canceling the charge on my Best Buy card, or it can be taken up in small claims court.

Jenny Karmen

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