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New Member
Posts: 5
Registered: ‎06-28-2021

Lost package/need claim file

[ Edited ]

Hello my name is Xiaoyu {removed per forum guidelines} need help. My package was lost fedex is willing to refund for losing the package but Best Buy Corporate needs to file the claim and nobody wants to help me my order number is 

{removed per forum guidelines}

 

My package was lost for 6 months and I have called Bestbuy and Fedex customer service for at least 100 times.

The thing is my package was delivered by fedex and the driver just placed it in Lobby and signature 'lobby' on the package. Fedex needs the shippper to file the claim on fedex.com. But nobody from Bestbuy wanted to help me when I made the call. 

I saw some similar cases in this forums/social media. For example the subjects are 'Lost and Misdelivered Packages' and 'Lost package/need claim file'. They all got resolved.

 

Please also help me.

Posts: 4,977
Topics: 53
Kudos: 382
Solutions: 305
Registered: ‎11-29-2016

Re: Lost package/need claim file

Good morning, Xiaoyu,

 

Welcome to our forums, and thank you for reaching out to us for assistance.  Having to deal with an issue like you’ve described for the last 6 months would be an understandably frustrating experience, and I regret to hear the inconvenience this has caused.

 

While I can’t speak to your previous conversations with FedEx, please know that any orders placed through BestBuy.com are subject to what’s called a destination contract, which means that the title of your order is passed to you upon the carrier’s delivery to your ship-to address.  This is outlined in our Shipping Costs and Timing Help Center article, which you’ll find here.  I’ll also include the relevant text below:

 

Title to Products

Purchases of product through BestBuy.com are subject to a destination contract. This means that the risk of loss and title for these products passes to you upon the carrier's delivery to your ship-to address, and Best Buy is not responsible for any loss, theft or damage after delivery.

 

While we’ll be unable to file a claim with FedEx on your behalf, I recommend continuing to work with FedEx in order to do so, and you can begin the claim process with them here.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-28-2021

Re: Lost package/need claim file

Hi

Thanks for replying me. I have called FedEx for 100 times and the only answer I got from FedEx is 'please contact your shipper and ask your shipper file a claim on fedex.com'.

I did file a FedEx claim by myself in January 2021 but it was denied immediately because the claim is created by receiver. Fedex only accept shipper's claim and they won't take any action until shipper files a claim.

So if you search in forums with subject 'Lost and Misdelivered Packages' or 'Lost package/need claim file', you will find the similar cases which also need Bestbuy to file a claim for lost packages. They all got resolved.

Please help.
Posts: 4,977
Topics: 53
Kudos: 382
Solutions: 305
Registered: ‎11-29-2016

Re: Lost package/need claim file

Hi, Xiaoyu,

 

As mentioned, we’ll be unable to file a claim on your behalf, and if FedEx has indicated to you that they’re willing to refund the order as you mentioned in your initial post, I recommend continuing to work with them further to explore your options.  Our answer will remain unchanged.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎06-28-2021

Re: Lost package/need claim file

FedEX has indicated that they will process the lost package procedure only after the shipper files a claim, otherwise as a carrier FedEx doesn't have ability to refund directly to receiver.
So the thing is I paid for my order, carrier got my order lost, carrier only accept shipper's action. Shipper doesn't want to help me.

As I mentioned, I have called FedEx 100 times in the past 6 months. They don't have other options.

Could you refer this case which was resolved already? It is same with my case
https://forums.bestbuy.com/t5/BestBuy-com/Lost-package-need-claim-file/m-p/1343435
New Member
Posts: 5
Registered: ‎06-28-2021

Re: Lost package/need claim file

Posts: 4,977
Topics: 53
Kudos: 382
Solutions: 305
Registered: ‎11-29-2016

Re: Lost package/need claim file

Hello, Xiaoyu,

 

Much like each customer, and each order, please know that the circumstances surrounding each post here on our Support Forums can vary, and are handled on a case-by-case basis.  Using the information you’ve provided upon joining our Support Forums, I was able to review your previous contacts with our other support teams, and I see they’ve been in contact with you via email as recently as earlier this month.  To reiterate their previous email, it appears they have concluded the investigation into this order, and it has been determined we will not be providing a refund or replacement item.  As they’ve mentioned, we encourage you to work with the carrier and/or local law enforcement regarding this matter. 

 

Our answer will remain unchanged, and this will be our final response on the matter.

 

Thanks,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎06-28-2021

Re: Lost package/need claim file

Sorry I don't accept this solution from you. I won't get the refund from FedEx only after Bestbuy takes action. I am your customer. Please transfer me to your manager.