BestBuy.com

[Vigneshwari]

I had placed an order on Jan 2 2021 with Best Buy for a Lenovo laptop. It was scheduled for delivery for Jan 9. Even though the package was not delivered the status showed up as delivered. When I contacted customer care for almost two weeks I was made to wait while they lied to me that will process a reshipment . Due to this my work was also getting impacted without the laptop. After multiple attempts of customer service lying to me I got a mail saying bestbuy cannot process refund and I need to contact carrier which would have been much better if they had the sense to provide earlier since with ups it is 60 days timeline to process a claim. Then after I raised a claim with ups and they requested for documentation from Best Buy still just the document update is not being done from Best Buy . I have been following up everyday with Best Buy and still I don’t get an answer every time I get a reply that they will raise a case and I receive a case number for it when I call back on that status of the case I get a reply that refund cannot be processed while all I want from them is to update the invoice to the Ups claim that I have raised. Not sure what it is going to take for them to work on this this is really frustrating

[AndrewB-BBY Social Media Specialist]

Welcome, Vigneshwari,

Thank you for stopping by our community forums to let us know about your recent order. We strive to make the ordering process and smooth as possible and I would be glad to see how I can help you get this order back on track. I appreciate you proving some details on what has happened so far.

I'd like to take a look at your case history to see what options may be available to assist you moving forward. I will need some additional information to do so. Can you please send me a private message that includes your:

Full name
Email address
Phone number

Order number

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

[Vigneshwari]

Apparently i am being allowed to respond to your message after the first time so below is my reply:

I have spoken to UPS they have updated me that only the sender/shipper can update the claim I do not even have an option to update the claim. It would be great if you can join me on a call with UPS since they have been telling me that they only work with shipper on the documentation upload to the claim.

I have been going back and forth with UPS and best buy for this.

If I can update the claim I will not be following up with Best Buy to update the calim I am spending close to 1 or 2 hours a day follwoing up with your customer service to update the claim and the added stress I am taking everyday with it.

I dont think it is a one off process that only I am asking and you will be working with UPS on multiple cases ike this as I see from the resolved query on the Forum.

Why is there not a department to address this and why I am not able to contact them to work on this.. since lot of things are getting lost in communication between multiple departments and I am not even sure that my queries have gone to the right department to address this yet.

THe claim can only be updated by the seller and the as a receiver I cannot do anything in this to update the process.. I just contacted UPS and agauin requested them to resend the request for document to best buy which they have done now.

The below is the only thing I see for the claim from my end "If you are the shipper, you can Contact UPS for more help."

ANd multiple calls with them I get the same answer that only the Shipper can update the claim even if I raised it so I am completely dependent on Best Buy to do its work

The below is the only details I get on the claim which clearly mentions that they only work with the sender on the claims raised:
"Visit our Claims Support page to report a lost or damaged package. After the claim process is initiated, you'll need to work with the sender to review and finalize the claim.

If you’re the shipper, log in to the Claims Dashboard to start, review, or update claim information.

Let me know if you have any other questions."

Now do you believe what I am saying

[Vigneshwari]

It takes very little effort from Best Buy to update the Claim. Instead of just leaving customers to struggle by themselves and doing multiple follow ups just one udpate from best but to teh claim in UPS will resolve the issue not sure why ypu guys dont want to do it even if the claim in legita nd UPS has accepted the package is missing and just ask for document from best buy to provide refund

[Vigneshwari]

I have spoken to customer Care multiple times almost every single day for the past one month.

When the process for UPS is to only the sender can update the calim and not the receiver why will best buy not update the calim.

If Best Buy's stand is that they will not be updating the claim shouldnt they have raised a calim and worked with UPS on this when it is 100% clear that the package is missing and with no fault on my side instead of asking the customer to work with and raise a claim to UPS

It appears that you guys are just misleading me and providing incorrect information all the time. Since I see in this same forum that multiple people have raised similar concerns and had their issue resolved.

This behavior of Best Buy refusig to work with the carrier just to update a claim when I am not even requesting for a refund from their end (even after forwarding the request from my end and UPS end multiple times) seems very unethical.

Now I understand that you will not bother about losing just one customer's business but as a concern and as normal humans it is expected to behave with atleast  little morality which I seem is completely missing from Best Buy end with all these interactions.

[AndrewB-BBY Social Media Specialist]

Hello, Vigneshwari,

Thank you for posting updates regarding the status of this order. I have provided Best Buy's response to you via private message. You can check your inbox by clicking on the orange envelope in the top right corner of your screen.

Please let us know if we can assist you with any unrelated matters in the future.

Regards,