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Posts: 192
Registered: ‎09-23-2010

My Order Says Delivered, But I Can’t Find It!

[ Edited ]
Hello, Everyone,

 

Well, you’ve made it this far without any problems!  You placed your order, it shipped out and your tracking has kept you up to date on where it is and then the worst thing possible happens:

 

Your tracking shows it was delivered, but you can’t find the package(s) anywhere!

 

We can absolutely understand the concern that this may cause you and fortunately, we’re here to help!

 

In these situations, there are a few things that you can do first to verify if your order is truly missing:

 

  1. Check with your neighbors. Occasionally, a delivery driver will leave the package with a neighbor to make sure it’s not left out in the open.  This would also include checking your mailbox if you have one that’s accessible to the driver.  Smaller packages may be left there by the driver for the same reasons as leaving it with a neighbor.
  2. If you live in an apartment building with a main office, check with them. Some require all packages to be left with them by carriers or the delivery driver may leave the package with the office rather than have them out in the open
  3. Occasionally, the carrier will label an item as delivered because the delivery driver has it on his truck, but they haven’t actually dropped it off yet. Especially with USPS, we ask that you give at least 24 hours after a package states it has been delivered for the delivery driver/carrier to actually drop it off. 
  4. Please know that for orders with incorrect addresses, we generally cannot alter the address for you, and you will need to work with the carrier to obtain your order.

 

If after that point you still haven’t located your package, please send a Private Message to one of the specialists on the forums (they are identified by “–BBY” after their name), with your full name, BestBuy.com order number, phone number and email address, or contact us at (888) 237-8289 for more immediate help.

 

TL; DR – Check around, maybe a neighbor has it, it’s in your mailbox or at the apartment office.  Then if you don’t have it, please send a Private Message to one of the specialists with your full name, BestBuy.com order number, phone number and email address.

 

We thank you for your patience and understanding and Happy Holidays!

New Member
Posts: 1
Registered: ‎11-24-2021

Package says delivered but I never recieved it

I ordered a razer computer mouse and 2 wired apple earpods. I was checking my email like a hawk today to see if i got a notification if my package got delivered but nothing. I kept going to the tracking status and it still said out for delivery all day until about 8:21 pm it says that my package was delivered at about 2:34 pm but i never recieved it and i know i didnt recieve it because the screen to my door was open all day so i could see if any package was set down on my front door. I live in an aprartment so i thought that my package may have gone to my neighbors so I asked my neighbors in the buildings next to me but they said they didnt see any package or didnt recieve anything. The weird thing is i recieved a different package of an order i got the day before and got an email of confirmation 2 hours later. But for this current package i havent recieved any confirmation email about my supposed "delivery". So i dont know whats up and im just really frustrated about it. 

Posts: 10,248
Topics: 1,530
Kudos: 748
Blog Posts: 0
Solutions: 323
Registered: ‎11-10-2008

Re: Package says delivered but I never recieved it

You can attempt to contact Best Buy through chat and see what they say. Or by calling 1-888-BEST-BUY

 

As today is Thanksgiving's Day at the time of this post, Best Buy is closed for the holiday and should open back up tomorrow. So you may encounter a delay in response, especially more since the real Black Friday hits tomorrow and there may be an even larger post volume.

 

I know this is a frustrating situation but if anything, I hope you enjoy this holiday today with your family and hopefully the mods or the call center can help you when they return to the forums and other social media outets.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 2
Registered: ‎11-27-2021

My Best Buy Order was never delivered

[ Edited ]

My Best Buy order number {removed per forum guidelines} was never delivered. The onTrack claims that delivery has been made. HOWEVER my security camera reflects no delivery van or car pulling up and no one walking up to my door to make a delivery. I was home waiting for the delivery. There was no door bell ring or door knock. How can I file a claim to have the order re sent or refunded I do not see that option. Does Best Buy insure it’s packages that they hand over to OnTrack?

New Member
Posts: 2
Registered: ‎11-27-2021

Re: My Best Buy Order was never delivered

I will be filing a chargeback with my credit card basically if this isn’t resolved within a week
New Member
Posts: 1
Registered: ‎11-30-2021

Delivery email but no TV!!!!!!

Curious to know how you recieve an email stating a delivery has been made prior to delivery? I purchased a Cyber Monday TV recently and was so excited to receive an email saying my delivery has been made. I asked my wife if she heard the doorbell because I didnt and she replied no. Open the door,,, no TV. Looked for a delivery truck...didnt see one. Went to the neighbors on both sides looking for my package but nothing on both porches. I called customer support and one agent said that the delivery was made and to look around (which I already did before calling) , then was asked to wait a few days to see if the TV appears. Waited a few minutes because I was still confused and called again with the next agent saying my TV will be delivered with another item I purchased. I asked again why did I recieve a delivery notification text/email before the delivery but agennt could not explain. Called today and customer support recommended I go to Best Buy near me for answers only to find out that the local stores dont assit with online orders. Called back (3rd time) asking for the name of the delivery company but was told again to wait a couple of more days before asking for a refund/or replacement. Please help! 

 

New Member
Posts: 2
Registered: ‎11-30-2021

Think my package was stolen (or never actually delivered), can't get ahold of Best Buy support

Ordered a new monitor yesterday with same day shipping and waited around all day for it to be delivered. Sadly it didn't arrive on time the day I ordered, and was rescheduled for today. I waited around for most of the day and in the evening decided I'd leave the house for a few hours, was desperate to get some groceries and run some errands. Of course when I was gone the package ships and quickly arrives, and I recieve a picture of it in the lobby. When I returned the package was nowhere to be found, either because it was left in an unsecure lobby and someone stole it, or because for some reason it was never actually delivered, which I doubt considering the picture.

 

I contacted support and they told me to call a number, tried calling but it did not work, could not speak to anyone. This never would've happened if Best Buy originally delivered the order on time or atleast gave me any sort of idea regarding when the package would be delivered. It arrived very quickly after I got the "Your order has shipped!" text message, and by that time I already started filling my cart at the grocery store.

 

Really sucks, I was really looking forward to the monitor, I just wish I could have it and don't think I can budget for another.

New Member
Posts: 2
Registered: ‎11-30-2021

Re: Think my package was stolen (or never actually delivered), can't get ahold of Best Buy support

Also it's worth nothing that in the picture the monitor wasn't even in any discreet packaging at all, anyone could have seen it was a monitor, sitting in an unlocked, empty lobby. But maybe it wasn't even stolen and was never officially delivered, I don't know

New Member
Posts: 1
Registered: ‎12-01-2021

Lost package support

I had ordered something from Best Buy and paid the extra to have it delivered faster by fedex. It says the package was delivered but there is no package at my apartment complex. There is only one area where the packages are left and others were there but mine was missing. I have contacted fedex and opened a case about the missing/misdelivered package with no update except to contact the shipper. Please help!!
Posts: 10,248
Topics: 1,530
Kudos: 748
Blog Posts: 0
Solutions: 323
Registered: ‎11-10-2008

Re: Lost package support

Is it possible the package was left with the management? In the complex I live in, if the manager sees them near the mail room etc, and they have been left out, she brings them inside to prevent theft.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***