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Posts: 3
Registered: ‎01-21-2022

Best Buy Poor Customer Service and Lost Package Resolution

I never received or signed for a $2,000 package containing a MacBook Pro as the online Fedex tracking notes indicated. I called Best Buy to request a replacement laptop, they advised me to 1) File a police report for the missing package and 2) call Fedex to file claim, and were very specific in their instructions that this is what I needed to do in order to receive the fastest resolution. Mind you, I told them I’m a med student and my need for this laptop is urgent.


I completed the report for the lost/stolen package with Pasco County Sheriff’s Office. I also called Fedex and filed a claim and they launched an investigation. Meanwhile, I have stayed in touch with Best Buy reporting any new information I obtain including the police report number and officer info, the name of the Fedex tracer agent working on my claim, the results of the investigation, etc. The investigation is completed and I receive a voicemail from Fedex tracer agent named “Kim”, states that investigation complete, the driver may have delivered the package to the wrong unit in my condominium building, the package was not located. She instructs me on same voicemail that I should be able to re-order w Best Buy as she has updated my case and notified Best Buy.


Despite completing all these steps ADVISED BY BEST BUY CUSTOMER SERVICE, each time I call Best Buy to request laptop replacement or refund I am continually told to seek resolution with Fedex because they are responsible for the lost package. I have already sought resolution with Fedex (ie the claim/investigation is complete and I am determined not at fault). I don’t understand Why when I call Best Buy specifically requesting the refund now that the steps they requested are complete (police report and Fedex claim) the call is dropped time and time again. 


This has been ongoing for 10 days and I have yet to receive a MacBook, a $2,000 refund or decent customer service by Best Buy. After review of my call log, total time spent on phone with Best Buy getting no resolution at this point is 5.33 hrs. 

Posts: 344
Topics: 7
Kudos: 50
Solutions: 19
Registered: ‎11-08-2021

Re: Best Buy Poor Customer Service and Lost Package Resolution

Hello, EWills,


Thanks for joining us here on the community forums. Although, I wish it were under better circumstances. Dealing with a lost or stolen delivery is never a great experience, so I understand your concern. I would love to investigate this issue and help any way I can. Please private message me with your:


Full name

Phone number

Email address

Order number



Aaron G|Senior Social Media Specialist | Best Buy® Corporate
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