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Posts: 1
Registered: ‎07-02-2021
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I paid $1100 for an empty box

I ordered an amazing Sony camera lens that I have been looking at for months.  It cost $1100, and I finally decided to pull the trigger with Best Buy, because I could pay for it over 12 months.  The package finally arrived on Wednesday, and as soon as I picked it up, I could tell something wasn't right.  It was way too light.  I opened it immediately, and the only thing inside was the box for the lens, but no lens inside.  I called Best Buy right after that, and the lady was very helpful, and said that she will send me a UPS return label for the empty box, and that I should receive a replacement lens within 2 days.  Wow, I was so relieved!  Because of her assurances, I didn't even bother to take a photo of the empty box, file a police report, or anything.  I just printed out the UPS return label and shipped back the empty box.


2 days later, I received no phone call from Best Buy, no email, nothing.  So I called them back, and they said that because of the item cost, they are launching an investigation and will also be contacting UPS.  Based on other messages I have read on this forum, it now sounds like I will be stuck in a triangle between Best Buy an UPS, and since I shipped the only evidence I had back to Best Buy, I am left with nothing to back up my claim.  I checked the original UPS tracking information for the shipment to me, and the item weight looks correct (over 3 pounds).  So this was obviously a case where the theft occurred on the UPS side.


I still have not heard from Best Buy via phone or email on this matter.  What is my recourse at this point?  I am out $1100, and someone else has my lens.

Posts: 6,255
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Registered: ‎08-21-2017

Re: I paid $1100 for an empty box

Welcome, nedzeplin,


Thank you for taking the time to stop by our community forums. I know that a camera lens is no small purchase and I can imagine how confusing it would be to open a package only to find it empty. I'm glad to hear that you have been able to get in touch with our phone agents and I can certainly check on this status of this investigation.


I'd like to start out by checking on your case history and will need a bit more information. 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 the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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