BestBuy.com

[marsalberto95]

I need help! I order some headphones (apple AirPods Max) via Best Buy, I opted to get it shipped to the store where I work since I was going to be working a full day. As I was expecting delivery on March 7th, FEDEX emailed me indicating my package was delivered at 2:13pm! I was at the store shocked looking around the open glass for the FEDEX truck, there was no truck on sight. I opened my email and view the tracking; FEDEX driver forged my signature and signed my name on the delivery... I was very furious and contacted bestbuy right away. Bestbuy immediately told me to contact fed ex to file a claim with them. This is really unnecessary because I purchased the item with bestbuy not with FedEx, why do I have to file a claim. Regardless of the poor customer experience; called FEDEX and they made a claim. 2-3 days later I get an email from FedEx saying my claim was concluded... that's it.. no call back no follow up? I called bestbuy to let them know it's been concluded by FedEx that package was deemed "not located". Bestbuy rep told me that they can issue me a refund or a reship. I explained I would want a reship, ONLY if they can have it shipped to BESTBUY store and I'll pick up myself. She explained that the issue will need to be approved my the back end team. 24-48 hours was estimated time for the approval, next morning I get an email that bestbuy is rejecting this refund/reship because the package was first "delivered" by FedEx, to contact FedEx and local law enforcement. I called back really upset to explain this is not my fault and bestbuy needs to communicate with FedEx directly, I'm done having to be on long calls and lose all my day battling this issue. I have a police report, I have video surveillance of NO FEDEX DRIVER OR TRUCK present. What else does bestbuy need/want? This is really unprofessional business bestbuy... all I want is either a ship to store or refund... I heard things about FedEx drivers stealing customers packages and getting away with it. I never thought this would happen to me and I'm stuck. Please someone help me. 

[MeghanM-BBY Social Media Specialist]

Hi, marsalberto95,

Welcome to our Forums. We appreciate you taking the time to contact us here. I know it's frustrating when a package doesn't arrive as expected. Best Buy has a destination contract, once the package leaves the hands of Best Buy and is put in the hands of a delivery service, such as FedEx, they are responsible for researching the order. Best Buy is not responsible for packages that are reported as delivered by the carrier or stolen. This information is here on our website. 

That being said, I'm happy to take a closer look into this and assist where possible. Please send a Private Message with your name, phone number, and email so I can pull up the order and research. 

Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our Facebook, Twitter, and Instagram accounts. In the future, you can also visit us at BestBuy.com/support for assistance. We look forward to assisting you through these platforms!

Sincerely, 

[MeghanM-BBY Social Media Specialist]

Hello,

The Best Buy Forums decommissioned March 20, 2023 and we are no longer able to reply through this platform. Therefore, I would encourage you also to reach our on Facebook, Twitter, Instagram, or by visiting us at BestBuy.com/support. You can also call our Support Teams at (888) BEST-BUY or )888) 237-8289. 

To get started, please send a Private Message or DM on one of the other platforms. Please be sure to include your name, phone number, and email. If you wish to continue working with me, please also put in Attn: Meghan

Sincerely,