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New Member
Posts: 2
Registered: ‎07-11-2019

Didn't Receive Package/ Unresponsive Claims team

Hello. I am posting because I have called customer service numerous times and kept getting told different things. 


I placed an order on June 11 and my item shipped June 12, was suppose to be delivered June 14. The package in question never arrived and I filed a claim on June 19. I was told it would take 5-7 business days to resolve between Best Buy and Fed Ex. Well here we are nearly a month later from when the claim was filed and I still have no answers. I was told once upon one of my first interactions that a refund would be processed and I would get an email within 24 hours confirming such. 24 hours passed and I didn't get an email so I called Best Buy back and was told that the representative never told me to expect a refund and it was still under investigation which would take another 8-10 business days. I allowed the additional time and called back for an update most recently on 7/8. During this interaction I was told that the claim was never filed and there was nothing Best Buy could do and that I needed to call Fed Ex. I called Fed Ex with Best Buy on the line and the Fed Ex provided very specific instructions as to what needs to be completed by Best Buy so that the claim can be processed but the "manager" I spoke with refused to do anything to progress the claim and said that I needed to speak with Fed Ex. I clearly called with him on the line and he heard every word FedEx told me. Additionally, FedEx will not allow me to file the claim since I am not the shipper of the product, meaning I DESPERATELY need Best Buy's assistance to resolve this claim. This is extremely frustrating and I am at my wits end with the entire situation. I also find it ridiculous that every "manager" I speak to is unwilling to let me speak with their supervisor or superior and simply state "I am the highest ranking person you can talk to". This is extremely frustrating when they don't help resolve anything. I need help. 

Posts: 133
Topics: 4
Kudos: 15
Solutions: 1
Registered: ‎12-04-2018

Re: Didn't Receive Package/ Unresponsive Claims team

Hello, Kkallhoff93.

Thank you for taking the time to join us here on the Best Buy Forums. It’s disheartening to hear that you’ve had so much difficulties in attempting to get your package that was delivered by FedEx. I can certainly understand wanting to get to the bottom of this quickly and would be more than happy to take a closer look with you.

To get started, please feel free to send me a Private Message containing your:

  • Full name
  • Phone number
  • Email address
  • Order number

To send me this message, please click the blue Private Message button located in my signature below. I look forwarded to hearing back from you.


Michael|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-11-2019

Re: Didn't Receive Package/ Unresponsive Claims team

I have messaged you with the requested information.
Posts: 440
Topics: 34
Kudos: 101
Solutions: 31
Registered: ‎10-03-2017

Re: Didn't Receive Package/ Unresponsive Claims team

Hi there, Krystyn! 


We have received your private message and have just recently responded to your message. Please refer to there for more information regarding your concerns and feel free to let us know if you have any additional questions! 



Vince|Social Media Specialist | Best Buy® Corporate
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