Delivery & Installation

[dsciulli19]

Good Evening Best Buy Customer Support,

I recently attempted to buy an Apple Watch Series 8 on 2/18/2023 and the shipment never arrived at my house. It was shipped via FedEx and I was immediately notified that my order was delayed and may not arrive until 3/6. The next message I received informed me that the package was in fact going to arrive on time on 2/21. I then recived a message that the order was once again delayed until 3/6, which stayed as the status of the order until at least 2/23, the last time I checked it before I noticed the issue on 2/25. On 2/25 I checked the status of the order and it had gone from "Arriving by 3/6" to "Delivered on 2/21" when it was most certainly NOT dropped off at my house.

I needed this watch by 2/22 so as soon as the delays started I purchased another unit in-store at the Wilmington, DE location on 2/20.

FedEx has so far been less than helpful with my claim, and I have now paid for this item TWICE and am being given the runaround by the carrier. I'm hoping you can help somehow because this is getting a little bit frustrating.

Thank You,

Dominic

[LisaF-BBY Social Media Specialist]

Hello, dsciulli19,

Welcome to our online community.

We appreciate posting and sharing your experience on our community Forum. We can understand the frustration when a delivered item goes missing. This would certainly prompt some investigation. So that we can assist you with this, please send a Private Message with your full name, phone number, email address, and order number. To send a Private Message, click the blue button next to my signature below.

Regards, 

[LisaF-BBY Social Media Specialist]

Hey again! I haven’t heard back from you yet, and just wanted to let you know that I will be out of the office until Tuesday. I am still excited to assist you, and will respond to you once I return.

Regards,

Lisa 

Social Media Specialist

Best buy Corporate

[dsciulli19]

Hi Lisa, 

I just sent you a private message, thank you!

[LisaF-BBY Social Media Specialist]

Hi, Dominic,

Just a quick note to let you know that our support team is currently investigating your lost delivery claim. We appreciate your patience as we continue to research your claim.

Kindly,

^Lisa

[dsciulli19]

Hi Lisa,
I recently received notification that the support team has completed their investigation and that they're "unable to offer a refund or replacement" and that I should "work with local law enforcement " to resolve this.

I understand that you and likely best buy had little to do with FedEx's difficulty delivering this package to my home but the issue remains that I ordered something and paid for it in good faith that it would arrive and have not received it.

What are the next steps here because if this investigation is the end of the line I would be wholly unsatisfied as a customer.

[LisaF-BBY Social Media Specialist]

Hello, Dominic, 

I am sure that you are disappointed to learn that we are unable to offer a refund or replacement of the Apple Watch. I will reach out to the team to request further investigation. In the meantime, I recommend that you reach out to FedEx again, and provide them with a copy of the notification, I also recommend that you file a police report. I will update you once I receive a response from the research team. 

Respectfully,

Lisa

Social Media Specialist

Best Buy Corporate