Other Customer Service Support

[naethedoll]

I placed an order on February 26th 2023 on BestBuy.com of various items. 3 of these items were "delivered" together by FedEx according to the tracking number ({removed per forum guidelines}). The items were an Ipad 10th Gen. 256 GB Wifi-Only in silver, and (2) Apple Pencils 1st Gen. Totaling in: $867.73. These items were supposedly delivered according to the tracking on March 1st at 10:18 AM. They took a measly photo as proof of delivery, however the photo is blurry, doesn't show my apartment number nor does it prove anything except a box on the floor in front of someone's door, which was not mine. I was home and never received the package. I contacted BestBuy and they submitted a refund request since I opted out of getting a replacement considering that I didn't want to go through this again. They assured me that the request would take 24-48 hours to be either approved or not, and so I contacted BestBuy again a few days later to confirm whether or not the request was approved, or otherwise. This refund request case ID was: {removed per forum guidelines}. The rep who I spoke to said the status of the request was still being looked at, and gave me a NEW case ID in regards to the status. (whatever that means). The new case ID for the "status of the refund request" was {removed per forum guidelines}. I then called again to figure out what the status was, with the new given case ID and the rep placed me on hold while she searched, and then told me that the refund was approved and that I will see the credit back on my BestBuy credit card in one billing cycle. I then shortly after received a email from BestBuy in regards to the investigation saying that the investigation was closed and that I will not be receiving a refund or a replacement because the package says delivered. I then called again, because it was confusing that I called many times, in the first few times they told me there was no status yet, then another rep told me that they "didn't send it to the right cue"? and that it had to be submitted to the right department, which wasn't initially. (Despite that another rep had already confirmed that the request was approved.) Then I called again and they told me that the reason it took longer was because since it was a high value order, it needed more thorough investigating. It's baffling to me that now that my package isn't anywhere to be found and I am demanding a refund - it's now considered high value but when it was shipped and delivered it wasn't high value enough to have asked for a signature upon delivery, it was just thrown on the floor somewhere that wasn't my apartment because I immediately went to my door and looked around when it was supposedly delivered. I saw that BestBuy was giving me a run around, every single time I called I demanded to speak to someone higher because the reps do nothing to resolve the issue and every time I asked for a supervisor, they were either busy, or the rep was working from home and didn't have the ability to transfer me to one, or that the supervisor was busy with another caller. I never got the chance to contact a higher department regarding the issue, and it still has not been resolved. The last rep I spoke to re-opened the request, and I'm still waiting for a response. Meanwhile I filed a claim with FedEx regarding this particular package and my claim was denied because, and I quote

"Hello FedEx customer, 

FedEx values your business. We have received and processed your claim request on the shipment referenced above. Unfortunately, upon completing our investigation, we must respectfully decline your claim.  According to our records, the shipper must file all claims as per our contract agreement with them. Please contact the shipper for further information. We regret any inconvenience this issue has caused, and hope to be given the opportunity to better serve your future shipping needs. Sincerely, Fedex Cargo Claims.

So, it seems that BestBuy needs to file the claim with fedex regarding this, and they have not. Had they opened a claim with FedEx, Fedex would have denied my claim for other reasons, and the reason they gave me was because BestBuy has a contract with them, they must file the claim - not me. (FedEx claim number:{removed per forum guidelines})

I then called BestBuy again, to tell them what FedEx told me via email, and the rep was extremely quiet didn't even know what to say. She said someone would get back to me in a few days after they investigate further. I would like an answer or speak to someone higher about this situation because it feels like BestBuy's reps are lazy and don't care about it's consumers, or any intergrity to say the least.

[Ravi-BBY Social Media Specialist]

Hi there, naethedoll,  

Thank you for reaching out to us here on Best Buy Forums, and welcome to our online community. I can certainly understand your frustration with a lost or stolen package, and I'd be happy to look into this closer.

Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our Facebook, Twitter, and Instagram accounts. In the future, you can also visit us at BestBuy.com/support for assistance. We look forward to assisting you through these platforms!

If you would like to continue here in the interim, kindly send me a private message by clicking on the button near my signature. Be sure to include your full name, phone number, and email address, along with your order number or Customer Service PIN from your receipt.