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Posts: 1
Registered: ‎12-01-2021

Missing package

I purchased a TV for $514.79 on November 22, 2021. The package was supposedly delivered on November 23, 2021, at 4:07 PM. I received a delivery confirmation email with a picture of the package placed at a site that I could not recognize. That day when I got home, nothing was there so I called customer service and got a case number. After having been told 3 times to wait for 3 days, asked if I wanted a refund or a reshipment, and 10 days later, they sent an email saying: 


This email is in response to the issue you reported for order # {removed per forum guidelines}.

We've concluded our investigation and have determined we will not be providing a refund or replacement item.

At this time, we encourage you to work with the carrier and/or local law enforcement regarding this matter.


In my case, the carrier was Best Buy itself. I feel like Best Buy is letting me down here. I just want somebody to walk on my shoes and give me a solution or at least tell me what my next step should be.


This whole situation feels like checkmate to me and it's really frustrating.


Any help would be appreciated. 


Posts: 11,642
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Registered: ‎09-29-2008

Re: Missing package

Hey, Chriskappeler3,


Thanks for connecting with us here on our forum, and that certainly does sound like a concerning TV order experience. I would love to look into this for you, but keep in mind that you might need to do exactly as you were advised. We will see. Can you send me a private message with your name, phone number, email address, and order number? To send me a private message simply click on the message button in my signature.



Allan|Senior Social Media Specialist | Best Buy® Corporate
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