BestBuy.com

[jlorenzana8227]

Good day

I placed an order for a Ipad pro 11inch tablet via Best Buy's website. The package was supposed to be delivered today by UPS but there is no package at the front door even though the UPS website classifies the package as delivered. 

My order # is {removed per forum guidelines}

Can you please provide direction on how to get my order canceled or resent? 

[jlorenzana8227]

- Update-

Afternoon

The missing package has also been reported to UPS via the tracking # {removed per forum guidelines}

If you can please provide direction on how to work with you on the missing package.

[jlorenzana8227]

Good Afternoon

Can you please provide direction on how Best Buy works with missing packages. I am looking to see how to report the missing item (i.e. fill out a form) so that I can either be refunded or work with you on the issue.   

My attempts to contact the 800 number has been a continuos hold and then be hung up on by the system. 

Any help would be appreciatted

[Ariaizadi1]

UPS will conduct an investigation and see whether it was actually delivered or not. I’m not exactly sure if Best Buy needs to be the one to initiate the investigation or not. In the meantime I’d check with your neighbors or if you live in an apartment, wherever packages might be held. You might have to report it as stolen and get a police report, but if UPS concludes that it was delivered and stolen after, it’s unlikely you’ll get a refund as it’s out of their hands. Your credit card though, might offer you some protection against such occurrences. Given Covid 19, customer service is quite backed up, I’d give them a bit of time.

[SeanM-BBY Social Media Specialist]

Good afternoon, jlorenzana8227,

Welcome to our Support Forums, and thank you for sharing your experience with us.  I can’t say I blame you for wanting to review all options available to you after your order has seemingly gone missing, and I’m glad you’ve already reported the matter to UPS.

As Ariaizadi1 has mentioned, once a package is reported missing, and a claim has been filed with UPS, they’ll conduct an investigation into the delivery of the package, and this process can take up to 10 days to complete.  Once completed, you should receive an email from UPS detailing their findings.

If you have any other questions regarding this process, you’ll find more on UPS’ site here.

Regards,