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New Member
Posts: 1
Registered: ‎05-15-2022

MISSING PACKAGE and NO REPLACEMENT!

[ Edited ]

I purchased a new MacBook Pro for my daughter on 5/6 at an in-store location. The laptop was not in stock and was promised to be delivered to our home by 5/10 (order removed per forum guidelines) We closely tracked the package and received an email that morning ensuring that it would be delivered by 8 P.M. that day. At 11:30 A.M. we received an email stating that our package had be signed for and delivered at our address. However, I was home the entire day, no one ever signed for the package, and no package could be found anywhere. We reviewed security footage from our cameras and found that no FedEx truck ever even came to our house. The package never made it to our home. We immediately contacted Best Buy and FedEx trying to work out the situation. Both parties claimed to open claims and promised to look into it and get back to us. We did not hear back from either party so we tried again the next day. The Best Buy online chat function encouraged us to involve local law enforcement, and so we did! The police reviewed security camera footage and confirmed that no delivery truck had ever been to our home. The police opened an investigation (case numberremoved per forum guidelines). After following all of FedEx’s request, they finally told us to contact Best Buy and begin following missing package procedure. In hopes of talking to an actual person and not a robot, I called the BestBuy store from which I originally purchased the laptop. The lady was very helpful and ensured she would send a replacement to an in-store location near me that I could pick it up the following day. She said that since the order was over $500 it would have to be investigated, but that we had covered all the bases on our end. She promised there was nothing more we could do and we would get a replacement. She ensured that we would receive an email detailing when our replacement laptop would be ready for pickup within 24 hours. I have since called daily (5/11, 5/12, and 5/13) and have been told by Best Buy representatives that they are unsure of that the holdup is, and I should receive an email within twenty-four hours. This simply has not been the case…and we are still waiting!

Having previously purchased all of our technology from Best Buy, our family has been long time loyal costumers. Now having spent countless hours on the phone trying to sort out this mess and having paid $1230.49 for a laptop we have never received, we are at a loss!

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Registered: ‎02-08-2019

Re: MISSING PACKAGE and NO REPLACEMENT!

Hi there!
 

Thanks so much for joining our community here on the Best Buy Forums and for sharing your experience with us. A new MacBook should be an exciting purchase, and I am happy to look into this further to see if I may be able to provide some additional insight! To start, please send a private message with your full name, phone number, and email address. You should be able to do this by clicking the blue button near my signature. 

Best,

Jenni|Social Media Specialist | Best Buy® Corporate
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