BestBuy.com

[JayLouis]

Hello, my mother recently ordered an iPhone from BestBuy and when opening the package the box was missing the iPhone. Its only contents were two promotional gift cards. She contacted BestBuy and she was told that she will not be getting a refund or a replacement so I decided to do some research. There are various forums on this site with the same predicament and upon reading them seems that UPS may have actually stolen the device. I reinspected the box and am certain that somewhere along the delivery process, someone thought it fit to take the iPhone.  The top of the box was clearly opened and resealed with clear tape notice that UPS delivers packages with brown tape. Now that I know the fault doesn’t lay with BestBuy I am simply inquiring assistance on where I should go from here. I am furious that my mother went out of her way to purchase a $900 item and instead received cardboard and two gift cards. Please any help that this company can offer will be much appreciated.

[hockeycanuckjc Community Veteran · Accepted solution]

Best Buy will need to file a claim or dispute with the original carrier of your item. Due to the nature of the item it is required and may take several days to complete the investigation. Unfortunately this is the best option Best Buy can offer you on a high value item like this. The carrier that delivered your item , well if I am not mistaken there are scans at the warehouse and possibly cameras so they can help in this matter. You may also have to file a report with law enforcement as well.

[hockeycanuckjc Community Veteran]

One other thing , since your mother ordered the iPhone she will need to create an account on here and post the issue as due to privacy reasons Best Buy can only help the customer who originally purchased the device.

[JayLouis]

Thank you for responding I appreciate the help. I will have my mother create an account tomorrow. I will definitely take the necessary steps to ensure I get the device back.

[AndrewB-BBY Social Media Specialist]

Welcome, JayLouis,

Thank you for taking the time to visit our community forums and letting us know about your mother's experience with this purchase. I make most of my purchases online and can only imagine her surprise to discover this package missing this phone and a different type of tape added.

As hockeycanuckjc mentioned, ​Best Buy's Privacy Policy governs how we must protect our customers' personal information and under what circumstances it may be shared. Since your mother made this purchase we would only be able to review this order and provide more information to her. She is welcome to contact us here using her own forum profile or by calling us at (888) BEST-BUY or (888) 237-8289.

We look forward to hearing from her however she reaches out to us!

[JayLouis]

Thank you both for your help.

[JayLouis]

Upon calling this number they informed us that they will not be giving anything back to us because it the box was signed for which is false. The box was left in the mailbox, so unfortunately the authorities now have to be involved. Again thank you for all of your help it was appreciated.

[hockeycanuckjc Community Veteran]

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@JayLouis wrote:
Upon calling this number they informed us that they will not be giving anything back to us because it the box was signed for which is false. The box was left in the mailbox, so unfortunately the authorities now have to be involved. Again thank you for all of your help it was appreciated.

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You are welcome. I know its going to be a hassle from this moment going forward. They should have a paper trail of the hands it went into during its transit ETC. So hopefully you can get a resolution to this.

Just so you know if the box was signed for, they have to have a record of it in their computer something a legal ID can compare against the signature ETC.

Lots of stuff for the authorities to explore etc