- April 18, 2024
- Posted by: legaleseblogger
- Category: Related News
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## Situation Overview
In a rare turn of events during my years of online purchases, I have encountered a deadlock with both Best Buy and Chase. I am seeking advice from the Reddit community on how to effectively navigate this situation.
## Background
Back in February 2024, I placed an order on BestBuy.com for a Sony Alpha 6700 camera and an extra battery using my Chase Visa. The transaction proceeded smoothly until the package from Best Buy arrived. Instead of the Sony camera, the box contained a pair of Ring cameras. While shipping errors are not uncommon, resolving this mix-up proved to be challenging. Best Buy instructed me to return the Ring cameras to their brick-and-mortar store for a refund.
## Recent Developments
Upon returning the items to the local Best Buy, the store manager refused to provide a return receipt due to the discrepancy in the returned items. Despite our efforts to document the return with photos and the manager’s business card, the situation took an unexpected turn. Best Buy, after an investigation, declined to issue a refund or replacement and even suggested involving law enforcement.
## Current Standstill
Despite involving Chase Visa in disputing the charge and providing evidence of Best Buy’s agreement for a refund, the merchant claimed we did not return the merchandise. Consequently, Chase informed me that they could not proceed with the dispute, reinstating the charge on my account. I feel trapped in a frustrating situation and seek guidance on potential steps forward.
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****** just grabbed a
Call chase back and ask what their process is to dispute their resolution. Then do that. You should also go to your local police and file a police report; they won’t actually investigate or do anything, but having the report creates a paper trail and including it in your CC dispute shows that you’re serious and not trying to quickly scam them.
Failing that dispute, your next step is a complaint to the CFPB. That will necessitate a timely response from chase, and they’ll need to justify their denial.
If that fails, your last recourse is going to be a lawsuit. Limits vary by jurisdiction, but for $2000 you are likely low enough to file in small claims court for your jurisdiction where you won’t need a lawyer and the process is made simple enough for people to handle on their own without representation.
https://chargebacks911.com/chargeback-reason-codes/visa/13-3-defective-or-not-as-described-merchandise-services/
You might need to start another chargeback with Chase with that specific code. One of the uses is if you recieved wrong item.
Get the package weight as shipped form Best Buy and compare that to the weight of the camera. Ask them how they could have shipped you what you ordered when the weights don’t match up with what the carrier measured what was shipped to you.
> At this time, we encourage you to work with local law enforcement regarding this matter.
did you get a police report like they recommended?
At some point, your recourse will be to file a lawsuit against them. It seems like the automated systems at Chase and Best Buy are unable to handle this type of error.
A similar thing happened to me. I ordered an $1800 laptop from [bestbuy.com](http://bestbuy.com) but they sent me a $75 portable induction cooktop instead. I spent many hours trying to resolve the situation with them, both on the phone and at my local Best Buy store. I shipped the original box with the cooktop back to them twice following their instructions and using their own prepaid labels, but they would just ship the cooktop right back to me with no refund.
I then filed a dispute with Capital One. They initially reimbursed me but then Best Buy submitted a rebuttal saying I still had the merchandise so no refund was warranted. That claim was just absurd since I had spent so many hours trying to give the cooktop back to them. Luckily I had documented everything meticulously, including phone call logs and notes, emails, photos of the box, photos of shipping receipts, and a handwritten letter with business card from the local Best Buy store manager. I submitted a 30+ page PDF to Capital One with all the info. Best Buy did not respond within their allotted 90 days so Capital One decided in my favor.
I really feel for you. Sorry you have to deal with this. Good luck!
BTW, $2k is enough to make small claims court worth it. You should check Best Buy terms to see if they require arbitration. If so, arbitration is worth it. Since Best Buy has stores everywhere, you can file locally.
Did you check the stated weight of the shipped package (usually on the tracking info).
Surely the weight of a high-end Sony DLSR and an extra battery would be significantly higher than 2 Ring cameras, i think. That difference alone could help you prove that the Sony camera hadn’t been shipped.
Bought something yesterday from best buy online saying it would be delivered today. got notice that it will be here within two weeks. Can’t cancel the order. Spoke with customer service they told me that the only way to know if something is on back order is to buy it then find out that it’s not going to ship for two weeks. Product still for sale online today with next day delivery. Only way to cancel is to refuse the delivery then wait to see if they give you your money back. DO NOT SHOP ONLINE WITH BEST BUY.
It’s a good idea to contact your state’s attorney general if you encounter problems with returning a high ticket item. This can help to resolve disputes, even if it takes a few months.
Had this exact same thing happen to me 2-3 years ago.
Ordered something that was worth $2,000+ , got a similar product that was worth not even half of what I ordered.
I contacted online support, they told me to bring it in, brought it in, and the store manager refused to process my refund. However, he did tell me to “leave the product there”.
Once I got back, I contacted support again, and they told me they were investigating and that they’d have a response for me within a certain timeline.
After that timeline was done, they sent me a replacement item which I promptly returned for my money back and never shopped at the establishment again because one thing I won’t tolerate, is being insinuated as a scammer.
It sounds like I got lucky in my situation.
Okay so they did this shit to us when my sons PlayStation was ran over by the ups truck during delivery- ya you read that right. Threaten legal to this address: [email protected] you will get help asap
See about the shipping weight… If you can determine the weight of the two products separately, hopefully there’s at least a few pounds discrepancy. If there is…you have something.
Was it bestbuy or that bestbuy marketplace with 3rd party sellers.
Best Buy has bad phone service and just laid off most of their US based phone support. I believe most person to person calls are outsourced and they know very little. You can get better customer service in store. They are more reasonable… usually.
The same thing happened between my wife, newegg, and American Express several years ago. Newegg sent us a laptop computer that was not the one we ordered, and refused a return/exchange. AE would issue a chargeback, newegg would dispute, and AE would give newegg the money back.
After three years of back and forth about this every six months, we sent all the documentation to our state Attorney General. He sent newegg a letter and they responded to us telling us that they were refunding our purchase and would no longer pursue the matter.
Hey OP, I worked as a dispute caseworker, specifically with VISA, for six years. I’m sorry to say this, but you really messed up. You left the merchandise at Best Buy with no receipt showing it was returned, thereby abandoning the merchandise.
This was ran as a 13.3 (Merchant/Services Not as Described), which is a quality dispute. I personally have never seen a merchandise quality dispute succeed without documented proof that it was returned.
Based on your case, Best Buy represented with a statement that you did not return the merchandise. Based on that, Chase is not willing to take this to arbitration with VISA without proof of return.
Going to the CFPB is not likely to help you, but it is always worth a try. The CFPB is there to ensure the bank has operated within the law, which in this case would be Reg Z.
This is probably not a post for personal finance as it’s purely a customer service issue. This is for Best Buy subreddit or legal subreddit.
Call your local best buy and ask to speak to a manager and let them know if you don’t get this resolved you’ll report it to your local Attorney General’s office. They generally hate that because they get sent a lot of paperwork that they are compelled to fill out and return explaining the circumstances of the situation. It can also lead to the AG suing them if a lot of customers are having similar problems.
You can also contact local consumer news people in your area about it. Companies also hate bad publicity. Or try posting the story on social media and tag them, etc. Anything that threatens them with expense or loss of business for failing to handle this tends to move the needle.
I think you need to get a hold of someone at Best Buy, so you can share the web chat contents, and the business card photo, so that they can follow up with both parts of this and make it right.
As an FYI, never return something without getting a receipt. If the refund didn’t process, it would be a huge pain to investigate.
What I imagine the store manager is going to do, is return (via mail) the ring cameras to the distribution center/fulfillment center so that their store isn’t hit with shrink for when the inventory is miscounted, and also so they are not getting a $2000 return against their sales goals for the day. What should have happened, is he processed the return, reason being damaged/defective/wrong item and then the camera return sticker could be put on the ring camera box, and it would have been shipped off.
Just keep following up with Best Buy, their care team is usually pretty good. If you have to email the CEO, those get redirected to the care team anyway, so they’ll dig into it. $2000 is a lot for a store to swallow, if they don’t realize the issue they are causing. $2000 for the company is nothing.
So out of curiosity, could this have been avoided if you bought the camera from Best Buy and opted for the “Pick-Up in Store” option? Just curious… I hope you’re able to get a refund.
Ordered a surface pro to best buy and they let some rando sign for it and walk. They shipped another but still.
Always pickup electronics from a Best buy store especially when its expensive.
This sucks for OP but I just want to let you know why they are fighting this so hard.
Look into online refunding. It’s become extremely popular over the last decade as this sort of legal gray area to effectively steal from online retailers. Order an item, get the item then turn around and say you didn’t receive the item or it was stolen on your porch/mail area. It used to be that simple but ofc online retailers were losing millions and became more sophisticated so people started keeping the item and returning something else worth way less (sometimes even weights that should be close to the item in question) to process a fake return.
It’s gotten even more complicated since then including using the retailers free return shipping vouchers against them but this is probably why you are suffering OP. They think or someone thought you were trying to fool them into a fake return.
I’m late to the post, and did not see it anywhere else… Life lesson, never give up anything without a receipt. If they would not provide one I would not have given them the cameras. Lost your leverage.
I suggest you follow Best Buy’s recommendation to contact local law enforcement. Sounds like the manager you returned the Rings to saw an opportunity and stole them.
>we cannot proceed with the dispute
Wait, so did you file a dispute with Chase or not? Your timeline of events is confusing. You said you talked to Best Buy, then talked to Chase, which you thought was “case closed”… until *Best Buy* replied with a denial? How is that relevant to Chase’s process?
What happens if you log onto your Chase account, find the relevant transaction, and then click “Report a problem”?
– File with Attorney General, call your local state government offices to help you with that
– Contact bestbuy corporate, call the generic line and explain you have a high priced item requiring escalation
– Resubmit your credit card chargeback with assistance with someone on the phone.
If the last 2 fail, you have the Attorney General on the backfoot which will take months.
“packing mistakes happen at shipping facilities all the time.” This is not true. Not with modern systems. And when there is a mistake they can track what happened by weight and pictures of box contents.
Something that might provide evidence in your favor may be the packing list and/or label on the box. I believe they usually have a weight on the label and I’m assuming 2 ring doorbells and one Sony DSLR probably have far different weights. If the package weight on the label is clearly less than the weight of a DSLR then obsiously you couldn’t have received the correct order.
I haven’t with chase – but with Amex I kept disputing and opened a chat – in the chat I said “add what I’m telling you now into that dispute report and elevate to a manager” and the charge will disappear
Sounds like you can take Best Buy to small claims court. I’d also get another card and cancel the Chase account over this.
Another option in addition to what has been mentioned.
Have you tried asking the local Best Buy for security camera footage from the day you went to return the ring cameras? They will likely refuse to help out.
If the shipping weight is also clearly wrong, that is also a good thing.
Then contact a local news agency that does consumer complaint stuff. Tell them you can’t get security footage that would support your claim and the shipping weight is clearly wrong. The threat of bad press that way may get you some traction from Best Buy.
Chase failed me too already on a dispute. That is why i stopped using them. AMEX for the win!
Do you have the package details, size of package, weight of package photos of package when opened with wrong item that includes the shipping label showing. Always document the package. These items seem like they’d be in a different sized container from a camera. The retailer knows the item weight and dimensions for each products shipping since they sell many of the same item. So that is a quick way to show wrong item sent. Then the document of returning the 2 lights. Even if you do not have photos they can look up the packages details with the old tracking number which should give you proof of wrong items. They do have to give you this or if you have the tracking you can get it from the shipment co. That would be something the cc co can investigate though generally once best buy reviews that information they may conceed the issue. I work in online retail. The weight and size will not match the standard package for the camera. For future When going to store keep items in original container. Better though to have them send prepaid return label so it goes back to original shipping dept where they do investigate this right away and document the error.
Call 800-visa911. And explain the situation. They’ll want a clear and simple paragraph or two explanation. Should motivate chase
When I had problems returning a dryer I bought from Samsung.com (the dryer was stuck in a warehouse somewhere picked up by a 3rd party shipping company), I contacted both BBB and Samsung’s president’s office. The president’s office responded within a day and resolved my issue. BBB did also try to resolve my issue but the president’s office got there first.
Anyways, you can try a similar approach and hopefully it works out. Also as for BestBuy, I guess just make sure you don’t buy from a 3rd party and make sure it is actually sold by BestBuy.
So I am clear, you brought the Ring Cameras back to best buy and didnt get a credit, cash back, or a return receipt? What was the point of taking them to best buy and leaving them there? I mean, if I legitimately bought something, didnt open it and returned it to Best Buy, I sure as hell wouldnt be leaving it there ‘returned’ without documentation of how I am getting my money back. What was the point of leaving it there? Like what did the manger tell was going to happen after you left the cameras there?
Also, can you go back the Best Buy store and get a statement from the Manager that you brought back two ring cameras?
Honestly man can’t give any advice except to say that Amazon did something similar, and then I reached out I got a very similar email saying they can’t help and to reach out to law enforcement.
Well guess what Law Enforcement did? Laugh in my fucking face and offered NO help. I even asked if they would sign or write a 1 sentence letter that I could send to Amazon saying there was no theft or stealing of products and that they messed up at the factory. The asshats laughed even harder and told me to stop wasting their time. Seriously. Granted the difference here is I was out about 150 dollars and your out what, 2k? Could be different situation.
I really hope they don’t do the same to you and you have different results, but this seriously might be a lost cause if Best Buy is refusing to help.
I too have chase to be totally useless when filing a chargeback for items not as described. I use my Amex more now.
I’m trying to think how I prove that I didn’t just switch the camera, for the Rings. Do you happen to have a doorbell video of the package being delivered?
If they told you to file a police report, are they suggesting that your packed was tampered with? Maybe there is some sort of recourse through the company who delivered the package?
To me it seems like a $2000 camera should have had to have been signed for. If you signed for it and didn’t open on the spot, you may not have a leg to stand on. I just don’t know how you would prove your case?
Can Best Buy track the Rings to see when they sold them and to who?
Go on Twitter and rail on best buy for having the nerve to sell you two ring cameras instead of what you purchased then lie and decieve you and chase bank. This is unthinkable from them, especially from a PR perspective. I had so many good experiences with best buy until 2020, after the pandemic they really went downhill in every aspect, but show proof and blow them up on socials, maybe a local news agency would run w the story too?its bizaare enough to make local news, imo and they will highlight best buys behavior, the store etx. could be worth a shot!