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New Member
Posts: 5
Registered: ‎06-24-2021

Lost Return Package with no Tracking Number

[ Edited ]

I have been trying to resolve this issue with both best buy and UPS customer service on the phone with no success and countless hours on my end so I am attempting to post here to see if someone can help me. 

 

A little bit of a complicated situation, but I picked up a package from best buy at a UPS access point about three weeks ago with the intention of returning it immediately. I was waiting for the best buy order page to update and give me the option to return the package after I had picked it up, but it was not updating right away. After waiting at the UPS store for a while, one of the associates said that they could put a return to sender label on the package that would allow them to return the package since I was unable to print out the return form. Not knowing any better, I accepted and gave the package back to the UPS store and they put the label on it. When I had gotten home, I checked the tracking number for the package and it said that the customer had picked up the package, which is true, but didn't update that it was given back and planned to return to sender. I had called best buy on the same day to inform them of the situation that the package would not come with their own return label but a return to sender label and they said ok and that they would look out for it.

 

Fast forward two weeks, I still havent heard from best buy that the return was recieved or processed so I called them. They said that they do not know where the package is and requested that I reach out to UPS to see if there was one. After 5 separate calls to UPS, always starting from scratch with the story, I have not been able to speak to someone who has been able to help me with this situation. This process has already eaten up almost 6 hours of my time and I do not know what to do anymore. I have visited the UPS store in person multiple times to inquire about this situation and they informed me that they have confirmed that the package was sent out but are unable to produce a tracking number for it. This has been extremely frustrating and stressful and I had just placed a dispute on my credit card for this package as I cannot continue calling UPS and BestBuy separately as it seems like no one is able to help me. I think the best way to resolve this would be for BestBuy to contact UPS directly or with a threeway call to locate the package that should be at the best buy warehouse now as the return to sender label was placed three weeks ago.

 

After several times calling best buy I was given a case number that may be helpful to understand the situation:

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New Member
Posts: 5
Registered: ‎06-24-2021

Re: Lost Return Package with no Tracking Number

The main issues is to somehow find a tracking number for the package so best buy can locate the package within their system and process the return
Posts: 3,081
Topics: 37
Kudos: 97
Solutions: 157
Registered: ‎10-19-2017

Re: Lost Return Package with no Tracking Number

Hello, vdanda11,

 

Welcome to the Best Buy Community Forums!

 

I appreciate you taking the time to reach out to us regarding your return. Not having the tracking number, would make things a bit tougher, and I would be reaching out to someone as well, if this were happening to me. I am here to help where I can. 

 

First, I am going to need some more details from you. Will you please send me a private message by clicking on the blue button next to my signature? Please send me your full name, phone number, e-mail address, and the order number or Customer Service PIN from the original purchase. I look forward to hearing from you.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-24-2021

Re: Lost Return Package with no Tracking Number

This issue has still been going on for three months and I have spent more than 20 hours trying to get it resolved. Best buy and ups essentially cannot find my package once i have returned and now i am on the hook for 2,500 dollars. This is ridiculous. Best buy customer service Kesha helped me for a while but then told me to call a number that doesnt go anywhere. 

Posts: 4,976
Topics: 53
Kudos: 382
Solutions: 305
Registered: ‎11-29-2016

Re: Lost Return Package with no Tracking Number

Good morning, vdanda11,

 

Welcome back to our forums.  Reviewing your previous conversation with Deysha up to this point, it appears the information she’s provided thus far is correct.  Our Return Center has confirmed they have no proof the order was delivered to them successfully, and without any sort of tracking number from UPS confirming its whereabouts, or whether or not it was actually delivered to our Return Center, we’ll be unable to offer you a refund for this item.  I realize this may not have been the answer you were hoping for, and I regret any further disappointment this news may bring.

 

Going forward, I recommend continuing to work with UPS to obtain the tracking number used to ship the order back to us, and with that, we may be able to offer further assistance.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-24-2021

Re: Lost Return Package with no Tracking Number

I have just gotten off the phone with UPS again who confirmed that at the conclusion of the previous three way call on September 19th, both UPS and Best buy agreed that best buy will take responsibility of the investigation. UPS said that they have sent documentation of this to best buy at the last meeting. The fact that best buy ignored all of this when I called them this morning is extremely frustrating. This has been an issue for months now and I need a solution.

Posts: 4,976
Topics: 53
Kudos: 382
Solutions: 305
Registered: ‎11-29-2016

Re: Lost Return Package with no Tracking Number

Good afternoon, vdanda11,

 

Welcome back to our forums.  While I can’t speak to your previous conversations with other support teams, as Deysha and I have mentioned previously, without a tracking number or any documentation whatsoever showing your order was delivered successfully to our Return Center, we’ll be unable to offer you a refund for this order.  Our answer will remain unchanged, and this will be our final response on the matter.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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