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Member
Posts: 12
Registered: ‎08-14-2017

Lost/Stolen package

[ Edited ]

Hello BBY team,

 

I recently recieved a package from UPS. When I opened the box, there were 2 empty iPad boxes. It seems someone tampered the box, stole them items, re-taped it during the transit. I tried to initiate a case with Best buy team but they sent me an email and asked me to work with UPS/local law agency to resolve this issue.

 

I also inititated a claim with UPS and came to know that they approved the claim. As per UPS, I should recieve a refund or a replacement and UPS will refund to Best Buy. There is no way UPS can refund me directly unless they recieve a release form from the Best Buy. I tried to call Best Buy customer service but couldn't get any help.

 

This is clearly Best Buy/UPS issue and I shouldn't be suffering in this issue. I didn't recieve my item and Best Buy is clearly not willing to help even though the claim is approved. 

 

Can you guys please help me in this regards?

 

Regards,

Shahid {removed per forum guidelines}

Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

[ Edited ]

Reference# {removed per forum guidelines}

Emerging Expert
Posts: 7,764
Registered: ‎02-25-2013

Re: Lost/Stolen package

Best Buy cannot replace your stolen iPads until they get refunded by UPS. It is also a security measure on the part of UPS to avoid scammers who may initiate a false claim.  

 

Things like this are done in this way to protect the seller and the buyer. 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

As per UPS, based on their investigation they approved the claim and sent information to Best Buy. UPS don’t refund to receiver directly. It is Best Buy’s responsibility to refund me and claim it from the UPS (UPS already approved it)

At this point, Best Buy is telling me to work with UPS directly and UPS is saying they don’t refund to receiver directly. It has to be Best Buy or unless they send them a release form to refund to the receiver directly. I am confused how to get it resolved even though the UPS claim is approved.
Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

Claim Information

Check Claim Status:   Package Inspection/Investigation Complete

Status Detail                Package Inspection/Investigation Complete, if you have questions please contact the shipper for further details

Tracking Number

XXXXXXXXXXXXXXXX

Claim Type:

DAMAGE

 

This is the proof the inspection/investigation complete and they asked me to contact the shipper for further details.

Posts: 5,801
Topics: 196
Kudos: 537
Solutions: 284
Registered: ‎08-21-2017

Re: Lost/Stolen package

Good afternoon, Shahid,

 

Welcome back to our community forums and thank you for writing to us regarding your order. As someone who mainly shops online, I can only imagine your surprise to open this package and see two empty boxes. I would be glad to see how I can best assist you with this purchase.

 

Have you been able to get help since making these posts? If not, I would be glad to take a closer look. I will need to gather a bit more information in order to do so.


Can you please send me a private message that includes your:

 

Full name
Email address

Phone number

Order number

 

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

I sent the private message with all the info.

Thanks
Posts: 616
Topics: 26
Kudos: 126
Solutions: 28
Registered: ‎02-08-2019

Re: Lost/Stolen package

Thank you for letting our team know! I've located your private message and will be following up with you there in just a moment to further assist. I look forward to working with you!
 

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

I am really disappointed by the way Best Buy is handling this situation. My UPS claim is approved but don't know why Best Buy is not cooperating.
Member
Posts: 12
Registered: ‎08-14-2017

Re: Lost/Stolen package

Hello Best Buy team,

So as you guys suggested, I contacted the UPS team and they said that the investigation is completed and sent to The Best Buy team. They asked me to contact you for further steps. May I know the finding of UPS team?

Here is the status on their website:

Missing Claim Payment Paperwork

Thanks
Shahid