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Registered: ‎02-15-2020

Lost Shipment - No options available

[ Edited ]

Hello all.


Before xmas I placed an order for 2 Nintendo games ({removed per forum guidelines}).  One was to be shipped and the other was a digital download.  The digital download was redeemed and I received a notice that the other was preparing for shipment.


When I realized I did not receive my shipment before xmas, I quickly ordered and picked up another from my Local Best buy and also losing my sale price which I received on the original.  No big deal, I needed the gift.  I figure I can return the other once it arrives.


Holidays go by and I forgot about the original order until I was reviewing my Best Buy account to make a CC payment.  That was this week.


I contacted Best Buy support to tell them about the issue, that the order says shipped but I do not have any other tracking info, etc.  Since I never received the package I would like a refund or at least store credit for the purchase price.  I shop there all the time so it's not any money wasted.


I am told that it's been too long and there is nothing they can do.  It is up to me to file a claim with UPS.  I reluctantly accept this and I get my tracking info from the support staff.  I never received this prior.


I contact UPS and I get the same result.  It's been too long to file any claims.


Once again I contact Best Buy support with my less than ideal results and as I expected, I am told the same thing.  Nothing can be done because it's been too long since my expected ship date of Dec 9 which I never had prior to being told today.  Reminder that I did not even have any shipping number or further updates on the Best Buy site.  To this day it still says status as shipped.  It has not changed to delivered because It has never been shipped.  UPS website states package is pending pickup by UPS from Best Buy location.


At this point, I'm obvioulsy frustrated so the Best Buy support tells me that I can contact my local Law Enforcement to file a stolen package report


Does anyone have any advice for what, if anything can be done to remedy this?  It was a $39.99 game so it isn't going to break the bank but it's the principal of it all.  I ordered the product and it was never shipped to me but I am the one that is out the money.


Not that it matters - all customers should be valued equally - but I hold Elite member status and have spetn thousands of dollars at BB over the years.  Can there really be nothing done?


Any input would be greatluy appreciated.



Marc {removed per forum guidelines}

{removed per forum guidelines}

Posts: 5,682
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Registered: ‎08-21-2017

Re: Lost Shipment - No options available

Good evening, Marc,


Thank you for stopping by our community forums. I know the Holiday season can get hectic so I can understand how easy it would be to lose track of where one package is at. Because of the amount of time that has passed since this order was placed our options to assist you are very limited but I would like to take a closer look at this to make sure we've explored every avenue. I removed several pieces of information from your post as it contained private information. Can you please send me a private message with your:


Email address

Phone number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I look forward to continuing to research this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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