A woman did not receive a $1,200 creator bundle she purchased through Best Buy and has yet to be refunded. In a TikTok video with more than 15,300 views, Morgan (@lipbalmkixxx) described weeks of frustration trying to recover the package and secure a refund from the company and other parties.
“Don’t get any of your home or technology needs from Best Buy. Don’t use Affirm,” she warned.
Where did the package go?
Morgan said she ordered the DJI Osmo Pocket 3 Creator Bundle online, just weeks before giving birth to her son in June. She used Affirm, a digital loan company, to finance her purchase.
But the camera never showed up at her door. Instead, it was delivered to her old apartment in Nashville, where she hasn’t lived in two years.
“I called the apartment and said, ‘Hey, was there a package delivered there? If it was, it was by accident. Can you hold it for me and I’ll come pick it up?’” Morgan said.
She said staff told her they were too busy to help and later dismissed her concerns. When she followed up, she was told the building had no packages for her. She asked them to review security footage to see if someone picked up the package.
“Even if someone did steal it, we can’t force them to give it back to you,” she said one employee told her.
Morgan said the package never resurfaced and believes someone stole it.
A ‘song and dance‘ with Best Buy
At that point, she called Best Buy. According to her, a representative apologized and said they would send her a replacement camera. But months of back-and-forth followed, with no results.
“They did that particular dance with me for like three months,” she said. “Every time I called in and explained the situation, they’d say, ‘We’re going to get this resolved for you. We’re going to escalate it.’ Everyone’s creating cases and getting me answers, but no one’s doing anything.”
Morgan said Best Buy corporate eventually told her she needed to file a police report. She filed one with Metro Nashville police, but when she brought it to a Best Buy location in Hendersonville, she said employees told her the account had been flagged for fraud and refused to move forward.
“All in all, I’ve contacted Affirm about this. I’ve contacted FedEx, [and] I’ve contacted Best Buy. I’ve contacted the apartments,” Morgan said. “Everybody pretty much told me they don’t care. Best Buy has told me as of about four days ago that that’s their final decision.”
What is Affirm?
Affirm is a digital loan company that offers users “pay later” options when checking out online or in-store. The service provides two major payment methods:
The Pay in 4 method splits a purchase into four payments, typically interest-free, while monthly installments allow repayment over several months, sometimes up to 60, with an APR between 0 and 34 percent depending on the customer.
If a customer fails to pay on time, Affirm can report delinquent accounts to credit bureaus, similar to other lenders.
Paying for something she never received
Morgan said she paid one installment of $222 before canceling autopay. Affirm has since added that it will report her as delinquent if she does not resume her payments.
“Affirm pretty much told me, we’re just a loan company. We don’t have anything to do with your purchases, like whether you get them or not,” she said. “That’s between you and Best Buy.”
Meanwhile, FedEx told her it delivered the package to the address and could not help. Best Buy has since told her their “final decision” is that she will not receive a refund or replacement.
A complete lack of help from every company
She added that her apartment complex’s lack of help might be linked to issues she had moving out. She referenced having signed an NDA with the complex and said she believes management “already doesn’t like me.”
“I don’t know if the camera’s there… [and] I don’t know if the concierge has it,” Morgan said. “But no one in that apartment complex was willing to help me find my camera.”
The dispute has left her without the equipment she said is essential to her work.
“I’m a full-time content creator. This is literally my job,” Morgan said. “I don’t appreciate being treated as if I’m stealing or trying to run a game when I’m literally buying it, trying to invest into my craft. Best Buy, do better. Affirm, do better. 1200 Broadway, do better.”
@lipbalmkixxx Everyone please repost/ tag Best Buy and affirm cause I need my mf camera lol @Best Buy @Affirm 1200 broadway apartments nashville TN ‼️#bestbuy #affirm #fyp ♬ original sound – YT: LIPBALMKIXXX TV ??
The Mary Sue reached out to Morgan via email, as well as Affirm and Best Buy.
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