Report: #1488578

Complaint Review: Best buy - Alberta

  • Submitted:
  • Updated:
  • Reported By: Krystal — Spruce grove Canada
  • Best buy Alberta Canada

Best buy Very poor customer service when mitigating an issue between myself and a marketplace seller Alberta

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On October 22, 2019 I ordered an iPad 6 generation from a marketplace seller by the name of “QUICKPHONE”. The seller shipped the iPad to me and when I opened up the box on October 29, 2019, the iPad had a cracked screen so I contacted the seller.

The seller assured me that the iPad was sent "in perfect condition" but offered a shipping label for a return. In order to save seller shipping costs, considering they would need to replace the screen anyways, I offered to get a quote and take a credit to replace the cracked screen.

The seller offered me $20, so I just sent the item back October 30, 2019. Let me reiterate that I sent the EXACT same iPad back to the seller and that I do and did not own any other iPads and have not in over 7 years other than a mini that I currently have in my possession.

When the seller received the iPad, they immediately contacted the best buy team (not myself) claiming that the iPad I sent back was not the one that they sent me.

I had no idea about this claim until I called best buy to inquire about the refund process as I am in need of an iPad for school and was planning on purchasing another one. At this time they informed me of the claim and since then I have called several times for updates.

I have also messaged the seller and team via the proper channels with nothing but a basic generic response from the team and a lack of the seller taking any responsibility. I have requested the team to contact me and have left my phone number on file and have gotten zero call back.

As per the transcript that I have in my possession, it is noted that the seller has a “proof” that they shipped me the correct iPad but as far as I am concerned, a screen shot of the day they sent the item out is not proof as the seller can scan and document all they want but then physically put the wrong iPad in the box. I do believe that the cracked screen likely happened in transit as the iPad was packaged with little padding and it was a little cold here in Alberta that week. 

Now, I never actually confirmed the serial number belonged to an iPad 6 when I opened the box before I returned the iPad but the colour I purchased and the colour of the iPad I received were the same dark grey. However, there are SEVERAL red flags referring to the seller and their false claims and defences.

Firstly, when I opened the box, like I mentioned above, the packing was poor but the box was not damaged. Then when I turned the iPad on, it was not on the welcome set up screen like it should have been if it was reset before shipment. 

Secondly, the seller initially stated that I returned a "very old model iPad 2 with a broken screen” when this statement was later proven to be false and could have been correctly stated if the seller checked the serial number before sending that message. I easily did this via a google search the moment the seller sent me the serial number. The seller then stated themselves that "The iPad you sent doesn't say anything if it's iPad 2 or 4 because they both look the same but definitely it's not the iPad 6 I sent you”.

So if this is the case then why would the seller state that they received an ipad 2? And by saying this they admitted that since “they look the same”, that they could have very well accidentally sent me the incorrect iPad since the 6 generations also look the same. 

When the market place team asked for “proof”, the seller was able to send them some documents and states they “scan each item” (not sure how you scan an iPad without a factory box) but this team NEVER contacted me for my side of the story. EVER.

The market place team asked the seller if they had any offers for an iPad 4 up on their site. They never did respond to that questions however I have proof that not only did they have a iPad 4 with the EXACT same model number up for sale (serial number DMQK59VPF183 is associated with the Apple order number of MD510LL/A….which is identical to the item associated with your web code of 12602346 that was up for same by the sellers of November 15, 2019).

I also have proof that they had my 6 generation was for sale weeks after (November 6, 2019) I purchased it, as per the web code (serial number GG7X2AHEJF8M order number MR7G2LL/A Best buy web code 12909222). Both of these have been taken down since my message to them commenting on this fact. This again is extremely suspicious and shows very poorly on the sellers behalf. 

This seller seems more concerned with their reputation with best buy that resolving conflict with me and the marketplace team seems to not be interested in the latter either. The seller stated they have had "no disputes in hundreds of products that we sold and fulfilled” however their reviews prove otherwise.

One review, made on November 13, 2019 states that they were shipped the wrong item. Another one saying the same on August 30, 2019. If the have a fool proof scanning system then how would this happen? and more than once, and one time being very close in date to my issue.

They also have a negative review for a broken item and also poor packaging. All of these things alone show that the seller is more at fault than myself. 

I originally offered to repair the crack, not knowing that the iPad sent to me may or may not have actually been the 6 generation that I ordered. This seems counterproductive if I was planning on returning a completely different iPad for a refund and keeping the 6 generation. I have no reason to pay $410 for an iPad 6 and then send back an iPad 4 with a cracked screen to get a refund.

I am not poor and considering I offered to get the crack fixed for a fraction of the refund for the entire item…this does not make sense for me to go through all of this, which would be highly illegal, including being in contact with police and my CC company, just to get a screen replaced or an iPad. It is also very easy to find out the info on an iPad. It is obvious that there is no way someone would get away with what the seller is claiming. 

It is also insulting that the market place team insinuated that I am a unorganized and mindless women by stating "We'd recommend to review your order history with Best Buy or with other stores where you may have purchased the iPad to figure out what company the iPad belongs to”. Again, these people have no made any attempt to contact me for my information or defence.

The market place team also advised the seller to ship the iPad 4 back to me in order to show the CC company that they attempted to return it. The seller stated that I mentioned I was not accepting the iPad back as it is not mine and that by doing so, they lose out of the shipping costs again. This is more poor judgement by this team. 

I have opened up a dispute with my CC company for the charges made on my card but I also use $275 worth of best buy gift cards to purchase the iPad. I have also been in contact with a fraud detective with the local police department. I am giving it a few more days for someone to contact me to resolve this before I go through with the consumer complaint but be aware that this is my next step as I have exhausted all other avenues. I have yet to have a proper resolution as of November 3, 2019 and nobody has contacted me via phone, only email.

I would like to make it clear that I am not accusing the seller of sending me the wrong iPad deliberately but something happened on their end, not mine and this needs to be resolved. This investigation has taken a countless number of hours for me to build my defence.

I have also attempted to make two purchases  (I am still in need of an ipad)..since black friday on the bestbuy.ca website and both purchases were cancelled due to a "security verification issue". 

This report was posted on Ripoff Report on 12/03/2019 10:03 PM and is a permanent record located here: https://www.ripoffreport.com/report/best-buy/alberta-poor-customer-service-1488578. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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