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Posts: 12
Registered: ‎12-28-2009

Missing Package - BestBuy being completely worthless and unhelpful

I purchased a camera via on 10/03/2020. According to the tracking number provided, the package was delivered on 10/05/2020 however, it says it was signed by a name that does not exist in my household and neither do I have any video evidence that it was even delivered at my address.


I contacted FedEx which was the carrier used on this, and was informed that they can proceed with an insurance claim but that has to come from BestBuy since they are the shipper. I then called BestBuy again and was told I had to figure this out with FedEx. This has been super frustrating as a customer, since I am achieving nothing, so I filed a dispute with my credit card, but that too has been pending for months because BestBuy keeps coming back saying that the package was delivered and therefore there is nothing they can do about it. I filed a police report on the issue but BestBuy replied saying I need to submit that to FedEx who in turn says I need to submit this to BestBuy. 


I've been going in circles for FOUR MONTHS now and no one is helping me at all. I have all the paper trail that I can provide so if someone reading this can kindly help me with a refund or reshipping of the item I purchased I would be extremely thankful!

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Missing Package - BestBuy being completely worthless and unhelpful

Hey, diegous79,


Thanks for reaching out to us on the Forums. I'm sorry to hear about your order! It's never our intention for a product to be misdelivered in this way, and I'm sad to hear that this was signed for by someone you did not know. I can completely understand reaching out for a resolution.


It sounds like you have spent some time trying to get a solution for your missing order, and I am sorry to hear this as well. I would like to take a closer look into this and see what details I am able to provide regarding how to move forward. 


So that I can get started, please send us a private message with your full name, email, and phone number. 



Meg|Social Media Specialist | Best Buy® Corporate
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Posts: 12
Registered: ‎12-28-2009

Re: Missing Package - BestBuy being completely worthless and unhelpful

I sent you a reply as well a copy of the Police Report. Today I have finally received a letter from FedEx stating that BestBuy (as the shipper) has to file a claim for the missing package - so I can send that to you as well if needed. I would really appreciate if someone could help me with this issue because I have not had any success through the phone or the This has been such a frustrating experience.

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

Re: Missing Package - BestBuy being completely worthless and unhelpful

Good morning, diegous79,


Thank you for taking the time to follow up with Meg regarding this order. She is currently unavailable but I do see this private message.


Please allow me a few moments to review this. I'll be sending you a private message in return shortly. You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account.


I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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