01-10-2022 09:48 AM
I ordered a laptop from the local store on 12/11/2021 (Saturday). The representative asked exactly what date I would want the item delivered, since this was a Christmas gift, I was way ahead of schedule, and the scheduled delivery date was 12/14/2021 (Tuesday), and I was okay with this date. But ostensibly the package was delivered on 12/12/2021 (Sunday) the next day. I was not home on Sunday. I received a missed call at 3.10pm which was not very clear as I was in a noisy location. I called right back - in a couple of minutes and it was a FEDEX representative. She advised me that she had delivered my package, I told her I was not home and there was nobody home either. She had already marked the package as delivered. The rep stated she would call me right back, as she reached out to her supervisor. She called me back and advised since the package was already marked as delivered - it would be considered theft if she took it back since she was still in the apartment complex. When I got back home, the package was not there. When I reached out to the FEDEX representative they stated I need to contact BestBuy and advise them of this.
Next day - I contacted BestBuy. They stated they would cancel the order and replace this laptop. They ordered the laptop for me, this time around I selected to pick the item up from the location instead of having the whole issue / and wrong delivery and this was a Christmas gift. I was to pick the replacement on 12/18/2021. But then this order was not fulfilled as they were out of inventory. They did advise that I could get the laptop at a later date, but this was a Christmas gift, the more time I waited the less time I had to get an alternate laptop from a different merchant. I cancelled that order.
When I called back / or looked online to make sure or find out when my refund would be issued since I had been charged. The original item had not ever been cancelled. The rep then cancelled this order on 12/28/2021, and created a case and advised I would hear back in 24-48 hours with the refund information and when to expect the request back to my account. I have been waiting on the refund, then this morning got an email message that I needed to contact my local police / authorities. I also have transcripts showing the conversations past the 48hours TAT asking about the refund status, and the response was it would show up after 1 billing cycle.
I am so livid at this moment. Exactly what am I telling the police? I presume they will have a police report then what?
I have contact information for the rep that I spoke with from FEDEX when I advised of the wrong delivery date, as well as her indicating that she can't pick up the item from my door step.This was delivered on the wrong date ! I was not going to be home reason why I selected a date that I knew I would be home. When I spoke with the represenative at BestBuy upon getting this email - just my luck - it was the same representative who created the case and cancelled my original order, he did indicate that Best Buy would not hold me liable and they would investigate I would hear back from them on the refund status ( I was to get an email back in 24-48 hours).
After further placing me on hold due to my questioning on how / or what the police /authorities would do, he indicated that I needed to contact FEDEX and have them start an investigation. From the very first day when I called on 12/14/2021 when I spoke to FEDEX, the rep stated to call Best Buy. When I called Best Buy on 12/15/2021, they should have told me to contact FEDEX to initiate a claim but they did not. It's been almost 3 week, and now BB is telling me they can't help, that I should initiate a claim with FEDEX. I just reached out to FEDEX and the ball is thrown back to BestBuy to initiate this request.
I requested to speak to a supervisor, there was no supervisor that I could speak to. A call back would be scheduled and would hear from someone in 2 hours and I am still waiting. It has been been slightly over 2 hours and no call back has been received. I don't think I should initiate the claim. I think this should be handled between FEDEX and Bestbuy. I should have been told to do this from the beggining when I made this call back on 12/15/2021. I have wasted over 3 weeks waiting on a resolution / refund and then I am back to the beginning like nothing was ever reported on my end.
Someone needs to take ownership of this. I keep being taken from one company to another. I am now liable for over 800 dollars which I did everything on time and followed everything on my end from reporting right on time when I did not receive this item.
01-10-2022 05:55 PM
Welcome to the Best Buy Forums!
I appreciate you taking the time to join us and write us regarding your order. I would be reaching out to someone as well if this were to happen to me. Although I won't promise a different outcome, I'd like to review this for you. However, I am going to need some information from you first.
Please send me a private message with your order number, full name, address, e-mail, and phone number. To send a private message, please click on the blue button next to my signature. I look forward to hearing back from you.
Thank you for posting!
01-11-2022 12:40 PM