“What do I do if the package was stolen. What are my options?”
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Nothing you can do, best buy will refuse to accept repsonsibilty, tell you to file a police report, and ban you from making any online orders to the address. They'll tell you to work with local police to resolve the issue while closing the case and refusing to escalate or properly investigate. My suggestion is to never order anything for delivery with best buy.
Sorry, there was a problem. Please try again later.Nothing. Had the box ripped and shown where Fed ex stole my package from the box. Left an empty pixel watch box and had photos from doorbell camera where it shows the delivery man putting a ripped box on my door step. Best buy still refused to refund or replace the item and told me to work with local authorities. They are a joke of a company when it comes to customer service now
Sorry, there was a problem. Please try again later.The above answers are correct. Best Buy continues to outsource their call center to Brazil and doesn’t give them the capability of refunding once it’s in the carriers hand. It’s extremely difficult to get ahold of a rep where you will have to select different options within the phone tree (ivr) figuring out how you can speak to someone. They only want your money and choose to not treat you as customer. Terrible service.. I highly suggest not ordering from their online services.
Sorry, there was a problem. Please try again later.This is going on again holiday season 2025. So frustrating. Package delivered to wrong address by Roadie (owned by UPS). Lost or stolen by neighbor or delivery driver. Cops called, police report filed. The customer support lied to me and told me I was getting a refund issued to get me off the phone before denying my claim a second time. I cannot believe how bad the customer service is at Best Buy.
Sorry, there was a problem. Please try again later.Just had a $600 item go missing because this crappy company can't be bothered to put a signature requirement on their items and change the delivery date so I was at work when it got delivered they are refusing to offer a refund even after one of their customer service Representatives said it was guaranteed. Best bet is to file fraud with your bank
Sorry, there was a problem. Please try again later.They will likely offer you a refund/replacement at first and cancel it 2 or 3 days later, saying that the investigation is closed and will not assist further and ask you to contact local law enforcement. They refuse to provide any details on the investigation (which I presume only means clicking on the tracking number and seeing it's "delivered"). This is what happened to me after buying a $1600 laptop at Best Buy and never received it. Clearly Best Buy doesn't want to take responsibilities as its competitors like Amazon or Walmart do. My advice is to never shop here for shipping again, even if there's a great deal. Only do in-store pickups (if you still want to buy from them).
Sorry, there was a problem. Please try again later.If your online order is lost or stolen in transit, it is the SELLER'S responsibility to fix it, not yours. Here is the deal: Your contract is with the store, not the carrier. You paid the merchant to get an item to your door. They hired FedEx/UPS/USPS, making the carrier their subcontractor. The store legally owns the package until it’s delivered. Because they paid for the shipping label, only the seller can file an insurance claim or get a refund from the carrier for a lost/stolen item. You are owed a refund or replacement. If a customer service rep tells you to "take it up with FedEx," politely refuse. They are legally obligated to make you whole and handle the carrier dispute on their own time. If a company refuses to help, bypass them and file a chargeback with your bank for "merchandise not received." You will win.
Sorry, there was a problem. Please try again later.Do not expect Best Buy to take responsibility. They just wont refund you. Their customer-service process was appalling. They repeatedly sent me in circles, demanded additional documentation, and ultimately refused to refund me for the ordered MacBook Air that FedEx never delivered. Best Buy even instructed me to file a police report, which I did, despite the loss involving their courier and being entirely outside my control. After I complied with every request and provided the police report, they still refused to return my money. Their handling of the case was unreasonable, exhausting and completely unacceptable. Do not waste weeks repeatedly calling them. Contact Best Buy once, clearly document the issue, and obtain a case number and written confirmation of their response. Then immediately dispute the charge with your credit card company. Submit every piece of evidence, including the order confirmation, tracking records, police report, Best Buy case number and correspondence. Follow up persistently with the card issuer. Based on my experience, a credit card dispute may be your only realistic route to recovering your money. If you order online, especially expensive items, suggest you chose store pick-up
Sorry, there was a problem. Please try again later.I was told by multiple service reps over a few weeks time that my order was delayed and that if it wasnt delivered by Feb 6th to yet again return to chat and they would issue a refund or send another product. Now today 02/10/2026 they are saying and it now shows, delivered on Jan 9 26 and its out of the return and support time frame of 14 days..I cant even dispute with my credit card co as I returned a xmas present and they would only issue a gift card or credit back the card it was purchased on...IT WAS A GIFT!!! WHY CREDIT IT BACK TO MY COMPANY AND NEVER SEE ANYTHING, SO I TOOK THE GIFT CARD $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ WORST SERVICE EVER,,,,, THEY WILL HONESTLY LIE TO YOU JUST TO GET YOU OFF THE PHONE/CHAT!!!!!!!!!!!!! BETTER BUSINESS HERE I COME
Sorry, there was a problem. Please try again later.Getting a gift card or refund for what happened I don’t have a lot of money and this is very unusual
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