BestBuy.com

[dobosininja]

I ordered a laptop June 12th and it was set to deliver Tuesday the 14th and required a direct signature.

I waited around all day for it, but we left around 330 pm as we had a swim class to go to that started at 4pm. I returned home around 5 to no package and an email saying it was signed for and delivered at 345 pm when no one was home. We have a doorbell camera that alerts us of someone ringing the doorbell an/or being on the front porch and we never got a notification.

I waited until the next day just in case it was misdelivered to reach out to Best Buy. The originally were going to refund me, but after further review they denied the claim as it was signed for.

I reached out to Fed-Ex on the 20th and they kept telling me they would have someone reach back out to me and contact the driver but after a week of no response I called them back yesterday and pushed for them to open a claim that they were supposed to already have open.

They sent me an email with a case number, but no way to look it up to see if anything is going on with it. They also asked for a "shipper waiver authorization letter".

I called Best Buy back yesterday and the representative had no idea what this letter is and said they would forward the details onto their Fed-Ex team and they would reach out to me. Obviously by me posting this they have not reached out to me or sent me any type of communications.

At this point I am not sure if I will ever see the laptop or my money without talking to my bank and doing a chargeback for an item not received.

[Bobby-BBY Social Media Specialist]

Good Evening, dobosininja.

Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand how you must be feeling after waiting for an exciting package to arrive, and then come home and find that it is not there. I would be happy to look into this further on your behalf. Please send me a private message with your full name, phone number, email address, and order number, so that I can research this for you.

Kindest regards,

[Bobby-BBY Social Media Specialist]

Thank you for that information, Matthew. I did some research into the shipper waiver authorization letter. It appears that FedEx has the letter as an available PDF that the recipient can file. FedEx would have a point of contact within Best Buy they could directly get in touch with regarding an investigation, so it appears they are looking for you to fill out this form. I would advise getting in touch with the FedEx support team to clarify this, as our team does not have access to completing any verification on behalf of FedEx. 

Since the order was verified as picked up by FedEx from a Best Buy location, they will be the ones to complete the investigation and provide the final solution regarding the lost laptop. I will include the link to the PDF for the shipper authorization letter. Please continue working with FedEx for further assistance regarding this situation. Their team will be able to clarify any questions you may have regarding what information needs to be provided and what the timeframe for a resolution would be.

FedEx Claim Form - https://www.fedex.com/content/dam/fedex/meisa-middle-east/claims/om_claimform.pdf

Kindest regards,

[dobosininja]

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@Bobby-BBY wrote:

Thank you for that information, Matthew. I did some research into the shipper waiver authorization letter. It appears that FedEx has the letter as an available PDF that the recipient can file. FedEx would have a point of contact within Best Buy they could directly get in touch with regarding an investigation, so it appears they are looking for you to fill out this form. I would advise getting in touch with the FedEx support team to clarify this, as our team does not have access to completing any verification on behalf of FedEx. 

Since the order was verified as picked up by FedEx from a Best Buy location, they will be the ones to complete the investigation and provide the final solution regarding the lost laptop. I will include the link to the PDF for the shipper authorization letter. Please continue working with FedEx for further assistance regarding this situation. Their team will be able to clarify any questions you may have regarding what information needs to be provided and what the timeframe for a resolution would be.

FedEx Claim Form - https://www.fedex.com/content/dam/fedex/meisa-middle-east/claims/om_claimform.pdf

Kindest regards,

Bobby

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I just got a message from FedEx stating the following:

"According to our records, the shipper must file all claims as per our contract agreement with them. Please contact the shipper for further information."

So according to the contract between Best Buy and FedEx I am not allowed to make claims as it is only allowed by the shipper.

On another note this order was not picked up from a Best Buy location as it was supposed to be delivered to my home address.

[Bobby-BBY Social Media Specialist]

Good Morning, Matthew. 

Our team has approved providing you with a refund for this lost order. I will begin processing it on my end and let you know once it has gone through. Once it has been completed in our system, you should have access to those funds within one full billing cycle.

Kindest regards,