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Posts: 1
Registered: ‎12-17-2021

Item not received (carrier did not even come to deliver), BestBuy refused to refund or reship!

I bought a HP laptop on Nov 24th.  The item was shipped out to me by FedEx. The FedEx tracking says the package was delivered on Monday, 11/29/2021, 5:37 pm. However, I did not receive the package. I made sure there was someone at the unit to accept the package and he did not see FedEx coming around 5:37 PM. Also, there is a camera facing the only drive away to my building. If the FedEx driver ever came and delivered package on Nov 29 at 5:37 PM, it would be captured by that surveillance camera. I checked the surveillance video and confirmed again no FedEx driver came bwteen 4 to 6 PM.


In addition, I suspect that the package is still in FedEx’s procession. My neighbor from the same building happened to have a package scheduled to deliver by FedEx on Nov 29, same as my package. And he told me that he initially had the same issue as mine (i.e., tracking shows package was delivered on Mon, Nov 29, 5:37PM but he could not locate the package). So he immediately called the FedEx hotline and FedEx agent claimed that the package was successfully delivered to correct address based on the proof of delivery. But, next day, FedEx found that his package was still at local center and that proof of delivery showing package being delivered on “Mon, Nov 29, 5:37PM” was a wrong scan. So, FedEx redelivered his package to him the next day on Nov 30. 


I presented all those evidences to Bestbuy customer service, yet they refused to inestigate on the issue and just asked me to contact local law enforcement for help. BestBuy agent I chated with even told me BestBuy does not care where the package was delivered to as long as the tracking shows the package was delivered and if I have problem with the package, call the local law enforcement for help!  Are you kidding me?!!!


At this time, I do not really have any hope that BestBuy will do anything meaningful to help.I want to share my experience so that other buyers know what disgusting the current BestBuy policy is regarding the misdelivered package.  

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Registered: ‎08-21-2017

Re: Item not received (carrier did not even come to deliver), BestBuy refused to refund or reship!

Good afternoon, DONG188,


Thank you for taking the time to stop by our community forums and writing to us about your order. As someone who gets quite a few orders delivered, I know I keep a very close eye on my tracking details so I can be sure of when a package arrives. I appreciate you letting us know about your experience so far and would be glad to see what options we may have to help.


Based on your message, it sounds like our support agents have already had the chance to review this order. With that said, I'd like to review their notes to make sure we explored every avenue we have to help. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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