Fedex And Best Buy Lost My Laptop — Neither Will Take Responsibility

★ Final update: After a ton of back-and-forth, I finally got the corporate number from a Best Buy supervisor. While I was on the phone, their back-end team contacted FedEx, and they confirmed my package had been misdelivered.

Best Buy said they’ll let me know within 72 hours if I’m getting a replacement or a refund. Honestly, I’m just glad this is finally getting resolved.

Good luck to anyone ordering online, and maybe this will save somebody else some hassle. ????

★ Update 1: I received the confirmation email from FedEx that Best Buy was supposed to request from them for the claim. It states:

“We attempted to recover your package at the mis-delivered location. After several attempts, the customer at that address was not available and had not left the package for us to pick up. We apologize, but please contact your shipper (seller) to follow the next step or file a claim for lost/stolen package by calling our customer service or via fedex.com using the tracking number of the package.”

I’ve forwarded this to Best Buy Customer Care and will provide another update once I hear back from them.

I’ve spent a week going in circles with Best Buy and FedEx over a $1000 laptop they claim was delivered, but I never got it. I want to share my experience because it has been a complete nightmare, and I think people should know what can happen when you order high-value electronics online.

It all started when I purchased a laptop from Best Buy during a sale. Everything seemed normal at first, and FedEx was listed as the carrier. However, when I received a notification that the package had been delivered, I went outside and discovered that it hadn’t arrived.

I immediately contacted FedEx. Initially, they provided consistent information, but days later they gave conflicting updates: one day they said they had retrieved the package and it would be delivered, and the next day they said they were unable to locate it. I asked for written confirmation that the package was lost, but they refused. All they would say in writing was:

“All retrieval efforts have been exhausted. Please contact the shipper directly for remediation or for claim procedure for the refund.”

Meanwhile, their tracking system continues to show the package as delivered, which is clearly false.

I have contacted Best Buy multiple times about the missing package, but the responses never lead anywhere. Every time I call, they say FedEx delivered it. FedEx has told me that Best Buy needs to contact them directly by phone so they can provide the proper confirmation and move the claim forward, but it appears Best Buy has not been making that call. Instead, they continue to rely on what the tracking system shows online, which still lists the package as delivered. Because of this, Best Buy keeps canceling or closing my claim without actually resolving the issue.

I had to contact FedEx myself and state: “My package was never delivered. FedEx already confirmed to me that it was never delivered and that all retrieval efforts have been exhausted, yet when Best Buy contacts you, they’re told it was delivered. This contradiction is preventing a refund or replacement. I need formal confirmation that the package is officially lost and undelivered. If this cannot be provided now, please escalate me to a supervisor who can issue that confirmation immediately so Best Buy can process the claim.

I need a formal acknowledgment from FedEx that the package was never delivered, all efforts to retrieve it have been exhausted, and the package is officially considered lost.

Please provide this confirmation immediately, either via email or an official statement, so Best Buy can process the claim. I cannot proceed without this documentation.”

It feels like I’m stuck in an endless loop where neither company will take responsibility. At this point it honestly feels like FedEx and Best Buy are working in cahoots to avoid replacing or refunding my laptop.

Because of this, I started documenting everything. I have screenshots of emails from FedEx, notes from every phone call, and I filed a police report. The report documents the package as lost/stolen, and I received a confirmation email from the police department with a tracking number for the report.

Once I had that documentation, I sent what I called my “FINAL ESCALATION” email to Best Buy since they had been dodging responsibility and there wasn’t a clear paper trail before. In that email I laid out the entire situation: the conflicting information from FedEx, the police report, and my repeated attempts to resolve the issue.

I demanded a written response confirming how the matter will be resolved and explicitly asked them to include any reasons, if any, that they believe would justify denying my claim. I also set a firm deadline of 48 hours, after which I will escalate this to Best Buy corporate, federal and state consumer protection agencies, the Better Business Bureau, and any other appropriate legal or regulatory authorities.

At this point I have already provided almost all the evidence verbally and through emails, but now everything is formally documented. I also included screenshots of the confirmation email from the police department showing the report number and timestamp.

The key point is simple: I never received the package, and that is what Best Buy is responsible for.

Regardless of whether FedEx has updated the tracking to indicate the package as lost, it remains Best Buy’s responsibility to investigate this matter and file a claim. I paid for a product that was never delivered.

The situation is still ongoing. I’m waiting to see how Best Buy responds after the escalation email, now that there’s a full paper trail with emails, documentation, and the police report.

If anyone else has gone through something similar with Best Buy or FedEx, I’d be very interested to hear how it was resolved.

Edit: I forgot to mention that I have surveillance footage showing that FedEx never delivered the package, and they didn’t take a delivery photo at whoever’s door they marked it as delivered to.

Edit 2: I tried posting this on FedEx’s subreddit, but it got removed immediately, apparently they don’t allow personal dispute posts. Interestingly, I was able to post the same story on Best Buy’s subreddit without it being removed. Just wanted to note how different the moderation policies are between the two companies.

Location: MD