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New Member
Posts: 2
Registered: ‎12-17-2020

Laptop Not Received...but Best Buy Says it Did

To whom it may concern,


I purchased an Apple MacBook Pro on Nov 22. Best Buy says the item was delivered. In reality Fed Ex did deliver a package....a SanDisk card. I contacted Best Buy immeidately because the package received was not the item purchased. Best Buy says it was signed for but in reality it was not. Best Buy is telling me to open a claim with courier (Fed Ex) and the local law enforcement.


In reality, the size of the package (which is 1/4 the size of a laptop box) could only have been picked, packed, and shipped from the Best Buy warehouse. The item from the warehouse was somehow swapped and placed onto my order. The issue resides within Best Buy and can likely be resolved viewing their warehouse cameras at the time the item was picked (which is scanned) and then loaded into their WMS....even though there is a process issue within Fed Ex where the driver assumed it was something small and probably signed it himself. Nevertheless, I would have signed for it to see what it was. 


Anyway, I have call the Best Buy support number numerous times only to be told it is my fault and I need to correct this. What kind of customer service is this? If anyone knows who I can escalate this to that would be wonderful since I am one unhappy customer with no laptop and out $1,200!

Posts: 6,667
Topics: 227
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Registered: ‎08-21-2017

Re: Laptop Not Received...but Best Buy Says it Did

Hello, j-s-g,


Thank you for taking the time to reach out to us here on our community forums. As someone who has done most of my shopping online recently so I can imagine how unexpected it would be to see this memory card rather than a laptop.


I'm a bit confused by your message and would be glad to take a closer look at your case history to see what options we may have to assist you moving forward. I will need to gather a bit more information 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 response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-17-2020

Re: Laptop Not Received...but Best Buy Says it Did



Thanks. I sent Andrew a pretty detailed message last night but I am unable to find it in the tread. My message back to him detailed out this a bit more. Anyway, please let me know if you have any questions. Thanks.