BestBuy.com

[swethavarma432]

Hello BEST BUY,

This is swetha {removed per forum guidelines} i ordered a laptop to friends house as my brother is coming from another country as he needed a laptop for college which is ASUS ROG Strix Advantage edition on Dec 3rd and it got delivered on 7th Dec and the amount is $1168 for laptop FEDEX didn't get any signature from my friend as it's a laptop and high value product and someone stole the package in the apartment. and as we tried to get replacement first but one of the customer care guy told that replacement process will be late so he cancelled the replacement and intiated refund and ordered again as my brother classes starting in college so he picked up the laptop by paying second time and refund got cancelled by best buy and i,ve been conatcting since 3months but no response from bestbuy and i even disputed the amount from payment credit card but it got denied recently so this issue is exhausting me and taking so much time and why should i pay two times of original price of the product which is $2,336. he's just a student where can he get the money to pay? and this my last hope to try as every other way got closed for me so plase take lookinto this issue asap.

[Duncan-BBY Social Media Specialist]

Hi there, Swetha, 

Thank you for reaching out to us here regarding your order. As I've just received your Private Message, I will be reaching out there shortly. 

Thank you!

[swethavarma432]

Update:

Thank you for sending over your information here. At this time, it seems I'm unable to create any adjustments or a refund for your order. I do apologize for the inconvenience that this may cause.

This is the reply i got from bestbuy.

What is this reply? it's been 3months since there's no help from bestbuy and they just confirmed the product is delivered with fedex delivery photo and the person didn't get any signature. and bestbuy customer care is the guy who cancelled my refund in the first place and told to order again as i paid second time that i thought refund will come.

[Duncan-BBY Social Media Specialist]

Hi there, Swetha, 

Thank you for reaching out to me here again. I've just replied to your Private Message. 

Thank you!

[swethavarma432]

Update:

Hi again, Swetha, 

I understand that as an international student, you may not be fully familiar with how things work in the U.S. Per our Shipping Costs & Timing page, Best Buy is not responsible for any loss, theft, or damage after delivery. As we have been able to verify that the package was delivered, if it was stolen, you would need to file a police report to investigate the theft and determine what options there are to pursue this further. I realize that this is not the response that you were seeking, but it is what I can provide. 

This will be my final response on this matter.

[wkkunkle]

Unfortunately, this is their modus operandi.

1. User complains package not delievered, package empty, or package not delivered to correct address.

2. Best Buy front-line overseas reps promise a refund or reshipment, neither of which ever happens.

3. User contacts support again and is told "investigation closed" and "work with law enforcement and carrier."  Investigation consists of looking at the tracking information on the carrier website and saying, "well, it says delivered, not our problem."  They have no true investigative skills and do the bare minimum (which is looking at a tracking screen).

4. Carrier refuses to do a claim or investigation because Best Buy is the shipper and their contract says claims must come from them.

5. User posts in the forums here and someone replies saying "omg, I know how I'd feel if this happened to me" or "can you not just believe that I had this same situation happen to me a week ago" (it's amazing the run of bad luck moderators here have).  And "send us your details so I can see if I can help."

6. User receives email that the previous investigation stands.  Too bad, so sad.

Sorry, if your company has to have terms that state the company is no longer responsible basically once you hand the item to the carrier and that carrier says they delivered it (because tracking can never be faked, right?), you need new processes and new carriers.

[swethavarma432]

Yes, This is exactly what they're doing without doing proper investigation how can they just confirm with a picture that product is delivered and without customer signature and it's $1168 and i paid it twice for the same laptop but i got claim i'd from FedEx and BestBuy refusing to process it and refund me.

[cleardave]

The funniest part is they try to do interactions in a public forum privately...I wonder why mods don't post their responses publicly...hmm

[swethavarma432]

Dear Best Buy, 

FedEx gave me claim i'd to claim my refund amount from carrier and i don't know how to do it please process it and thank you