BestBuy.com

[EricJanosko]

I ordered a cell phone through the website and had it shipped to my house. The package required a signature. Normally I'm home from work by the time UPS comes, but I wasn't this time. I asked for the item to be held at a UPS store instead so I could pick it up. Instead of doing so, UPS has returned it to the sender!

I still very much want the item and do not want to return it. What do I do? I will come to a store and pick it up if needed or anything necessary.

[hockeycanuckjc Valued Expert]

Where did it get returned to sender? Do you have UPS My Choice Account? There are some instances where a package can be returned to sender but only in cases of fraud, or a case of the UPS delivery hub doing the wrong action in their system.

You have the full trace list. Do you know where the last location your package was ? I would email help@ups.com and see why your package has been returned to sender.

When you log into your My Choice Account, it would say who and why it was returned.

[EricJanosko]

I've gone through everything with UPS already multiple times. Their website simply says that it was refused, which it actually wasn't. UPS has been no help.

The biggest concern of mine is that if the package reaches Best Buy and is returned, I will be charged a restocking fee. Also, the same phone is now $100 more than when I bought this one. Thus, I'm trying to get this stopped on the BB end as well.

[hockeycanuckjc Valued Expert]

Actually Best Buy is pretty good about these things if you get charged due to their error they will make it right. You've made the right choice by posting here as they work miracles.

[Dave-BBY Retired: Social Media Specialist]

Hello, EricJanosko,

Seeing your package going back to the sender is definitely not a fun time. Generally, multiple attempts are made to deliver an item so I'm surprised to see that this shipment only took one delivery attempt. As mentioned by hockeycanuckjc, if you have a My Choice account with UPS you do have the ability to manage your shipments. Alternatively, reaching out to UPS directly may help. However, if the item is already in-transit to us then the only option may be to await for it to arrive to us so we can handle it from there. 

Best,

[EricJanosko]

I did use MyChoice, which is how I tried to send it to a UPS store so I could pick up in person. For some reason that no one can figure out, they ignored the request and sent it back. I have been on the phone 4 separate times with UPS since Friday morning and am no closer to resolving anything.

It does appear to be in transit back to where it came from. At last update on Friday, it was scanned in the city it originally shipped from. That's why I've started this route as I don't want to lose it or have it returned, as described above. So I imagine I will just have to wait and see what happens tomorrow.

[Dave-BBY Retired: Social Media Specialist]

Hello, EricJanosko,

Since the package was returned, you shouldn't worry about a restock fee. It wouldn't apply in this scenario. However, we will allow the package to be processed by our returns department and then go from there and see how we can get this back to you again.

[EricJanosko]

I talked to UPS again this morning and it should be at the return facility today in Kentucky. I confirmed with them that's where it is headed, so it should be received some time today.

[EricJanosko]

The package was delivered to Sheperdsville, Kentucky today, so it should be processed soon.

[Austin-BBY Social Media Specialist]

EricJanosko,

We're so glad to hear that it's almost made it's way back to us, even if that was not the most ideal situation from the start.

Please know once we receive this package, it will generally take us a few days to process your return. Most financial institutions will process refunds within 14 days. However, some financial institutions can take up to one billing cycle. If you have any additional questions about your specific order, please don't hesitate to send us a Private Message with more information.