BestBuy.com

[Sharonxu9]

I ordered two laptops on Nov.8th from BestBuy, BestBuy shipped them separately, I received one laptop without issue. The other one FedEx delivered to a wrong address on Nov 11th. I have that wrong address on the delivery confirmation email and I have the FedEx tracking number showing it sent to the wrong address. I called both BestBuy and FedEx several times, being kicked like a ball in between.

At beginning BestBuy issued me a replacemnt laptop, but wait and wait it not shipped out, then I change it to store pickup, although it showed waiting for store pickup but there's no store pick up email sent to me, I have to cancel it, the customer service told me once I cancel it, I'll get the refund within 24 hours, now it seems all lies. I never received the money back, after wait for 7 business days, BestBuy sent me email refuse to refund me asking me to contact law enforcement officer. I have to call them back told them it’s not been stolen, it’s been miss delivered to the wrong address. Then BestBuy ask me to file a claim with FedEx and said they can do nothing. I called FedEx, and filed a claim with FedEx, but FedEx rejected my claim(although they admit they deliver to the wrong address), their policy is only the shipper can file a claim, but BestBuy’s customer service refuse to file a claim. My shopping experience with all other store is the sender should file a claim once the package lost in the delivery term. I don't understand why BestBuy refuse to do so. Now it’s being a month past, I'm really depressed, I spend money spend lots time didn’t get product and didn’t get any answer to solve this issue.

Seems it’s an easy thing, FedEx delivered to the wrong address which they admit. Only need BestBuy file a lost package claim with FedEx to solve the issue, but why BestBuy not helping, not want to file a claim with FedEx???  Please help!!!

[Caleb-BBY]

Hi Sharonxu9,

Welcome to the Best Buy Forums. I certainly understand it would be concerning to be notified that your package was delivered, when in fact you didn't receive anything. I also understand your frustration regarding being passed back and forth between us and FedEx. I'm happy to look into this for you and see what we can do to help. To get started, can you send me a private message with your full name, phone number and email address?

Best Regards,

[Sharonxu9]

Hi, Caleb-BBY

Private message has been sent to you.

[Sharonxu9]

I’ve sent you through private message with all information you requested on Dec 7th, haven’t received any response back yet. Please let me know if you received my email and the lost laptop is being under the investigation or not.

[pl11192022]

I am going through similar situation as you. FedEx marked my package as delivered but it was not never delivered to me. I am seeing many complains with similar issues as you and I where Best Buy refused to file a claim with FedEx and the customers cannot request the investigation because they are not the shipper. Let me know if you ever get this resolved.

[Sharonxu9 · Accepted solution]

Hi, pl11192022

I feel your pain. Will let you know if I have any update on this issue. This is clearly BestBuy's fault, both FedEx and BestBuy must have insurance for the shipping package, and once it lost, the shipper should issue the claim since they're the one select the shipper. I bet BestBuy knows it, but for whatever reason they don't want take the responsibility to do it, and they've already gotten the money from the customer, they don't care if the package is lost or not. This is such a shame of them for receive the money but don't care customer get the stuff or not.

If they continue acting like this, I bet someone they'll see the lawsuit come to they.

[Sharonxu9]

Thanks for the support team working at this site, thanks Caleb-BBY, I checked the resolve button as the refund money backed to my BestBuy credit card today. Thank you very much for your effort to resolve this.

My case took a month, I still remember I was angry, unbelievable, desperate every time I was kicked back and forth between BestBuy and FedEx. Although my case is resolved now, but I see so many posts here, people still struggle to ask help for getting back their money or their paid products. My suggestions below:

BestBuy need to take further steps, cure the cause not just solve the case.
BestBuy need to have a standard policy on the delivery lost process.
BestBuy need to train their phone center representative to handle the package lost case.
BestBuy need to treat every customer the same way. For those who came across the same issue, but don't know this site, my heart is with them.

See the problem and solve the problem, hope all well with BestBuy!

[KJNC]

I am facing the same case, UPS issued claim on Dec2 and Dec7, 2022. Bestbuy did not fill the form for me.

Customer service went to investigate and close my case stating that items shipped complete and there is someone signed on the received paper name SENG, hence, I need to pay for this order. The customer support did not even look deeply into my clam and the claim number that UPS sent back to Bestbuy. This agent must be fired since he lack of digging information and reviewing all document. I need help, any suggestions?