Other Customer Service Support

[Nancymu]

Nancymu Nancymu Visitor
1:43 PM
I have bought a new phone from bestbuy online 12/17/21 and the delivery through FedEx was supposed to be on Saturday 12/19/21 and then it kept delaying until Monday 5pm FedEx updated the delivery estimate to no estimated time of delivery is available. I contacted bestbuy and told them I need the phone right away so I was going in person to buy another new phone. Bestbuy contacted FedEx and requested a return on the phone (I never saw or received that phone- it was all transactions between bestbuy and FedEx) ofcourse I am still charged 325 dollars for a phone I never received. I contacted bestbuy to refund my money, but they said they have to receive the phone first before they do that (I pleaded with them that this is not my fault, it was between them and FedEx but no one cares). I went in person and bought a new phone and asked them to help there to resolve this issue, but they won't deal with it because it was an online transaction. I have been dealing with this for weeks and many cases were opened by their representatives for me but all I keep hearing we must receive the package first before we issue your refund. I contacted FedEx to see where the phone package is and they told me it's lost and that I or bestbuy need to file a claim for a refund. I filed a claim with FedEx since they lost the package and days later I got an email stating that per my contract with them I can't file a claim and it was denied!!!! What contract?!?! Well ofcourse IT IS BestBuy's contract with them (because they are the ones that requested the return)!!! So how the heck would I get my refund now? The package is lost, and bestbuy needs to refund my money. I am so tired or playing games. It has been weeks. Someone needs to help me figure this out. The supervisors aren't calling me to speak to me about this issue!! They instead sent me one email saying they are waiting for the return and then it would 15 days for a refund or more.. BestBuy please stop punishing me for your issue with FedEx! Resolve my issue please!!!!!

[Nancymu]

I have bought a new phone from bestbuy online 12/17/21 and the delivery through FedEx was supposed to be on Saturday 12/19/21 and then it kept delaying until Monday 5pm FedEx updated the delivery estimate to no estimated time of delivery is available. I contacted bestbuy and told them I need the phone right away so I was going in person to buy another new phone. Bestbuy contacted FedEx and requested a return on the phone (I never saw or received that phone- it was all transactions between bestbuy and FedEx) ofcourse I am still charged 325 dollars for a phone I never received. I contacted bestbuy to refund my money, but they said they have to receive the phone first before they do that (I pleaded with them that this is not my fault, it was between them and FedEx but no one cares). I went in person and bought a new phone and asked them to help there to resolve this issue, but they won't deal with it because it was an online transaction. I have been dealing with this for weeks and many cases were opened by their representatives for me but all I keep hearing we must receive the package first before we issue your refund. I contacted FedEx to see where the phone package is and they told me it's lost and that I or bestbuy need to file a claim for a refund. I filed a claim with FedEx since they lost the package and days later I got an email stating that per my contract with them I can't file a claim and it was denied!!!! What contract?!?! Well ofcourse IT IS BestBuy's contract with them (because they are the ones that requested the return)!!! So how the heck would I get my refund now? The package is lost, and bestbuy needs to refund my money. I am so tired or playing games. It has been weeks. Someone needs to help me figure this out. The supervisors aren't calling me to speak to me about this issue!! They instead sent me one email saying they are waiting for the return and then it would 15 days for a refund or more.. BestBuy please stop punishing me for your issue with FedEx! Resolve my issue please!!!!!

[Rich-BBY Social Media Specialist · Accepted solution]

Hello, Nancymu, and welcome to our online community!

Thank you for posting on our forums regarding your experience.  I do wish it was under better circumstances. Waiting for a refund is not ideal, and I can understand wanting this resolved. I'd like the chance to follow up on this and assist. To ensure we investigate all our available options to assist you. I will need to verify some information, could you please send me a private message that includes your:

Full name

Email address

Phone number

Customer Service Pin (located bottom of receipt) or Order Number

I'll keep an eye out for your message.

Best,

[Nancymu · Accepted solution]

Thank you Rich for resolving my issue and refunding my money back to me.