04-19-2021 02:47 PM
On April 8th I received notification that the $1,000 computer I had ordered from Best Buy was delivered and signed for. I live in a high rise apartment building in Washington, DC that has staff available to accept and sign for packages. Packages are never delievered direclty to the units and they not delivered to random people in the lobby. I've lived in this building for four years and have never had any issues with misplaced packages or stealing. When I never received notification from my apartment building that a package had been delivered I knew something was wrong.
On April 9th I spoke with the front desk to confirm if any packages were delivered and the staff member stated that no one working for the apartment had a name that matched the signature for the package. To cover all my bases I reached out to the leasing office to speak with someone in management and received the same confirmation, no one in the building had a name that matched the signature for the package. It was at this point I believed the package was misdelievered.
Initially I reached out to FedEx to submit a claim. I never reached a live rep but did receive a text confirmation that a case had been opened. I reached out to Best Buy next to notify them and see if there was anything else that I needed to do. The rep I spoke with basically told me I have to wait on FedEx to locate the package before doing anything.
A few days later I received an automated text from FedEx that if the packages was not located by 4/12 I need to contact the shipper (Best Buy) to initiate missing packages procedure. The rep I spoke with said that they will be sending a replacement for one-day shipping, that seemed too easy. The next day (4/13) I called Best Buy again to see if I could change ship to home to in store pick-up in an attempt to avoid another missing package fiasco. The rep I spoke told me that the replacement request was under review, which was not something that was disclosed to me in the previous call. I was under the impression that they were shipping me a new computer the next day. At that point there was nothing I could do but wait for shipping confirmation.
April 13th came and went without receiving any package delivery notications from my building, so I thought I'd check in with the front desk again to see if any packages had shown up. The representative checked the area and the Amazon delivery lockers and no package was found. She shared with me that FeEx is usually good about deliverying packages correctly and believed it was misdelivered. Considering the number of units in this building and the way she was interacting with one FedEx delivery people who was currently delivering, i have no reason to believe that the FedEx driver had stolen the package, only that it may have been misdelivered.
Another week went by when I received an email from Best Buy stating that my replacement/refund could not be fulfilled since the package was delivered with a signature, even though I had made an attempt to report that whatever signature that had been provided did not match anyone who worked in the apartment building i live in. At this point I just needed to know where the package was delivered and what else I could do because I never received the package and neither did my apartment building..
Per the email's recommendation I first reached out to FedEx. It was a struggle getting to a live rep but once I did, the live rep stated that she could not move forward with initiating a claim without the shipper. Ok now I have to call the shipper.
I then called Best Buy. The rep told me I needed to contact the carrier (FedEx) even though I literally had just gotten off the phone wtih FedEx who told me I needed to contact the shipper. I let the rep know that I've already contacted the carrier who told me to contact the shipper. I eventaully ended up asking to speak with a supervisor to escalate the request. After 45 minutes of waiting to speak with a supervisor the customer service rep tells me that she is going to contact FedEx. I had to wait 45 minutes for her to be able to contact FedEx. Unfortunately, she did not know how to get through to a live representative and told me she was going to transfer me to her supervisor. During the transfer the call dropped. I was furious. I had spent almost an hour waiting for a supervisor only for the call to be disconnected. Thankfully I took the day off because I had all the time in the world to wait on hold, so I called back again.
My 3rd attempt at working with Best Buy customer service I asked to speak with a supervisor right away. He had to review my previous calls first, understandable. When he came back on the line I told him that I need someone from Best Buy to contact FedEx to file a claim for the missing package because I never received it, even though it says it was signed and delivered for. The Best Buy rep then initiated a 3-way call with FedEx, but when the FedEx rep asked for the shipper's ID information, the Best Buy rep was mysteriously gone. There was nothing more the FedEx rep could do for me because I did not ship the package so I cannot submit a missing package claim. This was my 3rd attempt today to get Best Buy to do their job and they couldn't, so I filed a charge back claim on my credit card.
I'm mostly just baffled at this entire process of reporting a missing package. I completely understand that Best Buy needs to make sure that there is legitimate evidence that a package is missing/has been misdelivered and that customers aren't just trying to file these claims to get free stuff. I totally get that. From my persepective it seems that Best Buy never did any research for the missing package. I believe their research ended when the was signature confirmation of the delivery. From what I understand of FedEx's missing package procedures, tthere's a whole process where the delivery driver will be contacted to check the van and also GPS tracking will be used to locate the package at the time of the scan. Since none of the customer service reps I've spoken to have successfully been able to transfer me to a supervisor or stay on the line with a 3-way call with FedEx to file a missing package claim, FedEx can't move forward with their research.
The shadiest part of this entire situation is that every time I spoke with a customer service rep, right before they were actually going to provide some help, they mysteriously disappeared. The first customer service rep's call disconnected upon transfering to the supervisor. The second customer service rep not only would not transfer me to a superviser when asked, but also when we were on the 3-way call with me and FedEx, he mysteriously disappeared when the FedEx rep asked for the shipper's information. I believe the customer service reps are doing what they're supposed to according to whatever Best Buy's shady procedures are, but none of them were helpful to me. I was never able to speak to a supervisor even when asking direclty.
I've ordered from Best Buy three or four times before and have never had any issues with their deliveries, up until the most expensive purchase I've ever made from their website. Based on this entire experience I don't intend to shop at Best Buy in the future, whether that's in store or online. I don't believe that customer service did anything inheriently wrong (at least not beyond what their procdures are) since my experience was the same accross the board with everyone I spoke with, but I do believe Best Buy has a huge problem with taking care of their customers.
Solved! Go to Solution.
04-19-2021 04:36 PM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to write us regarding your order. Our online shopping is meant to make things simple and smooth. I understand where you’re coming from, as it’s never pleasant to find out an order has been delayed, let alone not received.
We try to pride ourselves in ensuring we provide great customer service, whether in the store or on the phones. It saddens me to read about her experience. Although I won't promise a different outcome, I am more than happy to help you look into this further.
First, I am going to need some more details from you. Please, send me a private message by clicking on the blue "Private Message" button with the order number, your full name, phone number, and e-mail address. I look forward to hearing back from you.
04-28-2021 01:58 PM
UPDATE: Deysha did a wonderful job at assisting me with this issue. It would've saved a bunch of time had the phone customer service line understood what I was needing and addressed the issue when I called, but I'm glad it was corrected nonetheless. Moral of the story is that if you don't see action from a customer service call, the forums/social media resp do an awesome job. Thank you.
04-28-2021 03:32 PM