10-29-2020 09:20 AM
I am so frustrated with Best Buy. My son ordered a gaming laptop, which was not cheap. Best Buy has stated it was delivered. It was never delivered. I have called Best Buy every day for the last week to get this resolved. I have also called FedEx to resolve it. It is still not resolved. I cannot get anyone to help me. I have had two cases opened by Best Buy and when I called today to follow up they say they cannot pull up either one. What do I have to do to get someone to help. It is ridiculous that Best Bug now has $1700 of my 17 yr old son's money and he doesn't have a laptop. I am furious that Best Buy has not taken this situation seriously. Who do I need to call to get this resolved????
11-03-2020 12:07 PM
Good afternoon, Schatz1991,
Thank you for taking the time to join our Community and share your experience with us.
Using the information you’ve provided upon joining our Support Forums, I was able to locate your previous contacts with our other support teams, and it appears the information they’ve provided you is correct. We’ll be standing by their decision, and going forward, I recommend continuing to work with your local law enforcement agency, as well as FedEx, to investigate the delivery of this laptop further. I realize this may not have been the answer you were hoping for, and I apologize for any further disappointment this news may bring.
11-03-2020 06:16 PM
This is unacceptable. I've received a letter from FedEx that states all Best Buy needs to do is file a claim with them. Why is it that you cannot do that? Since you are the sender, you must give the claim, I cannot. If Best Buy would file the claim with FedEx you would see that this whole delivery is fishy. They stated it was delivered to a reception. There is NO reception as we live in a townhouse. How is it that Best Buy can stand by this response. For Best Buy, $1700 doesn't seem like much money, however for my 17 year old son, it is 3 months pay. It is Best Buy's responsibility to ensure that products are delivered to their customers. I am appalled by this response.
11-04-2020 09:25 AM
Good morning, Schatz1991,
Please know products purchased through BestBuy.com are subject to a destination contract. In short, once the carrier confirmed delivery of this order and collected a signature upon delivery, the risk of loss and title for the order was passed to your son. As such, we’ll be unable to file a claim for this order on his behalf. This information is outlined in our Shipping Costs & Timing Help Center article, which you’ll find here.
As mentioned by myself, and our other support teams you’ve contacted, I recommend continuing to work with your local law enforcement agency, as well as FedEx, to investigate the delivery of this order further.