Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a computer which was delivered. I contacted the seller that it doesn't meet my requirements and shipped it back. Then I was told they had shipped two computers and i need to return both when there was only one delivered. They are scammers trying to cheat with not refunding my money after i returned the computer.

  Business Response

  Date: 15/01/2025

  We would need to know when this was purchased through Best Buy. The order number and name listed in the complaint is not in our system.

  Customer Answer

  Date: 22/01/2025

  Please see attached with respect to the documents you had requested. Please let me know if you need anything else.

  Business Response

  Date: 28/01/2025

  We have signed confirmations that the customer received 2  separate shipments for devices. Purolator performed an investigation into this and found that we are correct in stating that 2 devices were sent and signed for. After only receiving 1 device back, we would not provide a refund for the device until the 2nd device has been returned.

  Customer Answer

  Date: 28/01/2025

  Complaint: 22769348
  
  I am rejecting this response because:

  There was 1 tracking number provided. There was 1 package delivered. I did not sign for this package and it was left at the door.  After returning the only unit that I had received, matching with the tracking number provided, the seller advised that they had sent a second package by mistake and want it back. I have explained to the seller and their shipping company that I was not present at the time of delivery. I do not know who the signature that they have belongs to. I also don't know what was in the second package and why it was sent. I never received it and cannot return something i do not have. I have provided my photo ID and whereabouts at the time of delivery proving that I was not at the delivery address.

   

   

  
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 28/01/2025

  Due to a glitch in the system, the same order was shipped twice to the customer, each with separate Purolator tracking numbers. Both orders were delivered, and we have proof of delivery with the same customer signature for each order received . When the customer complained about not receiving the order twice, we opened a case with Purolator to investigate the delivery.

  
  Case Number:CS-23851920
  Tracking Number: ************
  Purolator Reference: ONT11 [ref:!00D800ZtDW.!5004U01P7nAI:ref]
  After investigating,Purolators Tracing Specialist send us below email confirming that both orders were delivered to the same customer
   " We have obtained signatures for both packages as you requested. The driver who made the delivery is also confirmed delivering two packages of same type. We have completed our investigation, and our records show that the courier delivered both shipments (************ & ************) to the address listed on the bill of lading. Proof of delivery is available at *****************. As a result, we will proceed with closing the trace at this time.

  
  This order was processed through Best Buy Marketplace, which is fully controlled and monitored by Best Buy. Best Buy also sent the following message to the customer:
  This is the Best Buy Marketplace Team. We received your escalation regarding your recent Marketplace order. We are sorry to learn about the problems you are facing.
  Upon investigation, the claim results determine that the package was successfully delivered. We recommend contacting your local authorities to report a stolen package, as our records show it was successfully delivered.

  
  Based on investigation and the record , customer received two Gaming PCs and returned one,expecting to receive the second computer for free. We will be more than happy to refund the customer after returning the second PC from him   
  

  
  

  Business Response

  Date: 29/01/2025

   We also find it quite strange and unusual that the name on the order, 'Deh *****,' differs from the name in the complaint, '**** *****.' Please let us know if you need any further information, including a copy of the email confirmation from ********* regarding the delivery of the two shipments, as well as proof of signature from the customer confirming receipt of both shipments, which is available on the Purolator website linked to the tracking number. We and BestBuy  have advised the customer multiple times to contact Purolator about  the  shipments because they have all the proof of delivering 2 shipments , but the customer has refused to do so, which suggests they received both shipments. We believe the customer may be attempting to damage our company's reputation rather than admitting to receiving both shipments. Thank you 
  

  Business Response

  Date: 30/01/2025

  1-We already communicated with the customer many times through ******* portal and provided all required evidence  

  
   Shipment 1 :  Purolator Tracking: ************ .Customer received and not returned
  Service
  Purolator Express
  Est.Weight
  20 lb
  
  
  Shipment 2: Purolator Tracking ************. Returned for receiving the order twice as per Purolator record & tracking and there for not eligible for refund
  Service
  Purolator Express
  Est.Weight
  20 lb
  
  Two shipments to the same address, same type of box with similar weight and same receiver signature.

  
  We received below email confirmation from Purolator about delivering both shipment to the same address.
  We have completed our investigation, and our records indicate the courier delivered both ************ & ************ shipments to the intended address on the bill of lading. Proof of delivery is available at *****************.  
  We will proceed with closing the trace at this time.  
  Thank you,
  Tracing Specialist
  ***************** 
  
  
  If the customer disagrees with Purolator's investigation results, they should contact Purolator or file a complaint with  them. Our actions are entirely based on *********'s findings, which confirm that the customer received two separate shipments. We disagree with the customer; this claim should not be filed against us and should be addressed to the correct party, which is Purolator
  

  
  

  Customer Answer

  Date: 01/02/2025

  Complaint: 22769348
  
  I am rejecting this response because attached is my driver's license with my signature. The two identical signatures that the seller has provided is not mine or anyone's at this address. I can also provide my dentist's information for you to contact and confirm that I was at their office at the time of delivery. 

  There was only one package left at my house. That ONE package was returned to seller and confirmed received. 

  I did not hire purolator and have contacted them on multiple occasions for a package that I was not expecting and never received. They had said I have to speak to the seller. This is completely unacceptable. This issue is between purolator and the seller for allegedly sending a second package which was never delivered here. 

  The one and only package that I received here has been returned in full and the seller must issue a refund for what they have received. 
  
  Sincerely,