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New Member
Posts: 3
Registered: ‎04-29-2022

Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

I went to a Best Buy location to purchase a laptop on April 24th, 2022. The laptop I wanted wasn't in stock, so they ordered it to be shipped to my address. April 26th came by, and I got an email saying that my package wasn't delivered. I immediately knew this was wrong, since I had been home that day to wait to sign for it, so I called Best Buy customer support. Best Buy customer service told me that I should contact UPS to retrieve the package and have it be redelivered. I called UPS, and their customer service contacted the driver to retrieve the package. A couple of days go by, and I called UPS for an update on the situation. A UPS representative informed me that they have no updates on the situation, and that I should file a claim, BUT I had to file a claim through Best Buy due to the nature of the shipment. I tried doing this through Best Buy's website, however the only support options for my order are say, if the product is damaged, and I would need to return the product to a store. With that in mind, I called Best Buy customer service again. The automated call voice that I had to talk to for the first couple of minutes directed me to Geek Squad for some reason, and then when someone from Geek Squad directed me to claim support, the call just played a final automated message saying they were closed and hung up. It is now April 29th, and I simply want the $1,932.57 I paid for the laptop refunded in full. 

Posts: 10,795
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Registered: ‎11-10-2008

Re: Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

I am just wondering, do you know where the local hub is in your area where packages are delivered? I had a mishap happen once with a deliver to alternative location on a Best Buy order (it was my Apple Watch to be exact) after 2 calls to UPS, I found there was a delivery error and it got returned back to the local hub. I was able to get UPS to hold the package at the warehouse and pick it up at the customer pickup desk in my local town. 

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 3
Registered: ‎04-29-2022

Re: Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

My sister told me she had a similar situation occur, and while I have not specifically been to the hub, I have not been able to get in contact with them directly after trying. I could maybe try to go down there to see if my package is there, but at this point I don't want to engage in another wild goose chase. Thanks for replying though!!

Posts: 10,795
Topics: 1,702
Kudos: 859
Blog Posts: 0
Solutions: 339
Registered: ‎11-10-2008

Re: Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

Could be the wild goose chase that ends in your favor you never know Smiley Wink Hopefully a mod can help you out. 

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 3
Registered: ‎04-29-2022

Re: Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

UPDATE: I got in contact with Best Buy claim services and they have filed a claim. I was told that the model of laptop I ordered would be available for in-store pickup at my nearby location by May 11th.

Posts: 955
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Registered: ‎07-23-2018

Re: Lost Package; UPS Can't File a Claim; Best Buy Phone Support Not Picking Up

Hi there, Jason_P. 

 

Thank you for joining our online community. This is a great place to come for support, and I want to thank you for remaining patient as we got to your post. I place quite a few online orders, so I can only imagine how you were feeling without knowing where this package actually was. I’m relived to know another support team has been working on this for you. 

 

If you find you need additional assistance, please send a Private Message. I’d be happy to offer any support I’m able. To send a Private Message, simply use the darker blue icon, which is located across from my signature. 

 

Best, 

Sarah|Social Media Specialist | Best Buy® Corporate
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