Delivery & Installation

[Brad6]

I recently purchased the new MacBook M2 Air with an apple protection plan, so all in costs over $1,500. FedEx was the assigned delivery third party and I closely monitored tracking. The day before package was estimated to be delivered (after some delays) I reached out to them and they assured me of a timely delivery. The day of, I receive a notification my package was delivered. I raced to my door, even though a signature was required and I had not yet signed, and no one was in sight. I frantically called FedEx and they opened an “investigation” a week later I received an email from them stating the investigation had been closed with the reason being “proof” of delivery as in a signature signed by “BBRAD”. Someone had signed (incorrectly) for a package after looking at the label and seeing my name, no other proof was asked for. I called best buy to see if they would help. They assured me they would! They told me a refund would be issued to me and immediately I thought, wow, BestBuy has really got me covered here. I received an email a week later saying to reach out to local law enforcement and that they would not help.

I don’t know what to do and I am out $1,500. FedEx told me to contact the shipper and let them know a case had been opened but clearly neither side is taking responsibility and the consumer is left on the hook! It is completely outrageous that multibillion dollar companies let the consumer fall on the sword like this.

I won’t be able to afford an item like this for a year or more.

[LisaF-BBY Social Media Specialist]

Hello, Brad6, 

Thanks for posting for support on our forum, although I hate to hear about the delivery issues you've encountered. I'm sure you were excited to receive your MacBook, and I can understand your concern and frustration after not seeing your package delivered as stated in its tracking. Please know that every carrier has terms in place regarding Signature Required packages, and FedEx's Coronavirus page states they have suspended Signature Required for most shipments. Our Shipping Times and Cost section online specifies the Title to Products, meaning you will need address the loss with FedEx. I understand you've already been working with their team, and I hope you can continue partnering with FedEx to address your concerns. If you'd like, I can review your order and cases in our corporate system and formally document your feedback. To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.

I look forward to assisting you.

Respectfully,

[Brad6]

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