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New Member
Posts: 4
Registered: ‎03-19-2022
Accepted Solution

Empty Laptop Box Delivered

On March 13 I ordered SKU # 6494638 (ASUS - ROG Zephyrus 14” WQXGA 120Hz Gaming Laptop – AMD Ryzen 9– 16GB DDR5 Memory – AMD Radeon RX 67...) from the Best Buy website. On March 15 I received a laptop box that had no laptop or charger inside. The outer shipping box was sealed but the laptop box had the tape cut. After opening the package and discovering there was no laptop inside I called customer service. They assured me they would ship the laptop to my local Best Buy store for pickup on March 19 (today). Today I got an email saying that the item is not available at the selected location. I waited 4 days to be told that Best Buy is unable to ship this laptop to the store for pickup.

 

I switched the order to be shipped to my home instead. Now the replacement has disappeared from my Best Buy account. At this point I have paid $1,748.99 for an empty laptop box.

 

Today, I talked to a representative in the Best Buy chat. They assured me that the item is being shipped to my home for delivery. I still do not see any information that reflects this in my Best Buy orders page. I requested a chat transcript to be emailed to me but I never received any email. I have a case number that I can provide to a Best Buy representative.

 

In light of the above, I would like to establish contact with someone from Best Buy that can assure me this problem will be resolved. I am not sure if the problem is with the Best Buy warehouse or with FedEx. I have the serial number on the empty laptop box if this will be helpful for an internal investigation of this matter.

 

Has anyone else had this experience and how has Best Buy handled it?

 

 

Thank you!

Posts: 10,795
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Registered: ‎11-10-2008

Re: Empty Laptop Box Delivered

If it's a laptop of that high value, usually an investigation takes place for fraud reasons. Best Buy would have to file a claim with the carrier and at the outcome of the investigation would be provided to you. 

 

Should Best Buy come to a conclusion it was delivered properly, then you would have to file a theft report with your local police department for further follow up. 

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 4
Registered: ‎03-19-2022

Re: Empty Laptop Box Delivered

[ Edited ]

Hello again, I'm back to provide an update on how Best Buy has handled this situation. Honestly, I've never experienced such poor customer service from any company I have done business with. Please see below for my update.

 

When the replacement disappeared from my Best Buy online account, I contacted chat support. Representative Nicolette Moore said, “Since it is a replacement order, you will not be able to see it in your account, but we can help you with the order status.” She also told me that “Upon checking, I see that the order for the replacement has been scheduled and it will be shipped tomorrow, 3/22”. Obviously, it was never shipped on 3/22. On March 22 I opened the chat support again and reached Nathan K. He said, “No worries, as I have checked the product is available online and it will be delivered to you by end of this week.” When I pressed for more information, he said “I have checked and see that our team is making an investigation on the original package which is not delivered. So, they will be not able to send a replacement until the investigation about the original package is done” I asked about the timeline for this and he said “It will be done with in one or two days and you will get the product very soon.” I waited two days until today, March 24 when I contacted the Best Buy chat support again and reached Ace {removed per forum guidelines}. He told me that “you will receive your order by 4/5 and I'd suggest you wait till the estimated date given.” On March 24, I called the Best Buy phone number at 2:40pm and I asked to speak to a supervisor. The representative said that a supervisor would call me in 2 hours. When I did not receive this call, I opened the Best Buy chat and asked Hailey {removed per forum guidelines} if my call was still scheduled. She informed me that "Upon checking I see a supervisor call has been arranged and you will receive a call. I request you to please wait as our supervisor will call you". I never received that call. On March 25, I went to the Best Buy live chat and reached Fernando O who assured me that "If the call did not happened yesterday it will happen today.". I still never received any call. On March 25 I called Best Buy and the representative refused to transfer me to a supervisor.

 

I am still waiting and I will provide another update soon.

Posts: 65
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Registered: ‎11-08-2021

Re: Empty Laptop Box Delivered

Hey, ncapo6545.

 

Thanks for touching base with us here on the Best Buy Forums. I will be happy to take a closer look into this matter and offer any additional assistance I can.  To start, would you mind using the blue "Private Message" button in my signature to send me your full name, email address, and phone number?

This should be enough to get me started, and help get you the assistance you are looking for.

 

Thanks, 

 

 

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-19-2022

Re: Empty Laptop Box Delivered

Thank you, I have sent you a private message regarding this issue.

New Member
Posts: 4
Registered: ‎03-19-2022

Re: Empty Laptop Box Delivered

The issue has been resolved and I have the laptop now. I'm not sure who helped moved the process along but thank you. I'll keep this post up as a note for others -- make sure to open your boxes in front of the FedEx drivers and do not sign for anything until you fully inspect the package. I know I'll be doing that in the future.