Add Product

Search Results:

New Member
Posts: 1
Registered: ‎01-31-2021

Missing Package and Zero Support

I purchased a G14 Laptop on 19 NOV while deployed.  Shipping was possible to an APO/FPO because just a week or two (2) prior I purchased a G14 laptop that arrived.  After it missed the delivery date and well into January I knew something had happened.


The shipment never arrived at my APO/FPO.


I got a "Delivery" confirmation on 5 JAN to Sheperdsville, KY.


I contacted support via Chat and got told that it was delivered to my APO/FPO EVEN though we all confirmed my UPS and USPS tracking stated the package went to Sheperdsville, KY (where the Best Buy warehouse/distribution center is).  I said I would wait and see if it was indeed here.


Approximately a week later I called support.  They opened a case that was promptly closed because the item was already "signed for" and couldn't issue me a refund.  But it was signed for by someone at Best Buy in Kentucky and not by anyone in the FPO.


I have contacted USPS to no outcome because the item was delivered (to the SENDER).  So of course they cannot help me out.


I was asked for a police report, but the item was returned and I don't even know what police department I would contact.  Sheperdsville PD?  It would be a waste of time and resources for a police report for an item I never recieved.


I have a current case that was a little bit more informational that has been open for a week now.


I just want my MONEY BACK for an ITEM I didn't receive.  And also for the Geek Squad.  Who buys a laptop to "steal" it with an extended warranty/service.  Just mind boggling.  Either way I am on the hook for $1500 of merchandise I never received.


This has been a TERRIBLE experience as an alleged Elite Plus member.  I can't talk to someone at all times due to time zones, and I can't provide supporting documents of the tracking because Support has no way for me to show them.  They seem to look it up and KNOW that the location it was delivered is their own yet can't seem to figure it out.  I have no idea what to do other than play with my Ghost laptop and use my Ghost Geek Squad when it mysteriously breaks on me. 

Posts: 632
Topics: 27
Kudos: 113
Solutions: 29
Registered: ‎02-08-2019

Re: Missing Package and Zero Support

Greetings, snatchlax17,

Thank you for taking the time to connect with our team here on the Best Buy Forums. It is never within our intentions for there to be any complications when shipping an order, and I'm disheartened to hear about the issues that arose with the shipment of your order. As it sounds like the order did not make it to your possession, I can understand wanting to check on your refund status and for more details about this.

For clarification, have you received further support with this since reaching out to our team? If not, can you please send me a private message that includes your full name, phone number, email address, and order number so I can best assist? You can send a secure message by using the Private Message below in my signature.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!