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New Member
Posts: 2
Registered: ‎08-12-2021

Lost and Misdelivered package - Macbook Air



On August 1, 2021, I placed an order for a Macbook Air M1 worth ~$800 to be delivered. However, as mentioned in the subject, unfortunately, on August 4, 20201, my order was marked as delivered by UPS but it was never received. Being an expensive item, this shipment was supposed to be signature required upon delivery which never happened. 


I immediately called UPS & BestBuy regarding what just happened. UPS wasn't of much help, they simply asked to contact BestBuy to file a claim and anything else I'd like to discuss. I contacted BestBuy and the agent went ahead and offered me a replacement to be shipped right away. It was scheduled to be received on August 8th which it did not. I received an email regarding the delay and that it would be shipped out ASAP. 


After another 48 hours since I did not have it shipped, the agent offered me a store pick up for the same day at my nearest BestBuy. This was on August 10th and still today on the 12th my order is not ready for pick up. 


Today, I decided to walk into my local store to find out what's taking so long. In the store I learnt that they do see my order but it's 'under review' and they cannot process it. I tried calling the call center support again and I spent almost 2 hours with 2 agents and they just simply put me on hold and never showed up. 


Then I decided to try the chat support where the agent 'Drake' told me the same thing that it's under review and it should be ready to be picked up in the next 24-48 hours. 


Now to conclude, it would have been a lot better if I had been told upfront regarding the time it will take and when is the realistic date I should get. I understand it's an expensive item and I equally want it to be investigated and find where did the package go but going in circles for the past 2 weeks with $800 at stake is equally frustrating. 


Now, can anyone help me in assisting how long till the investigation completes and I get my replacement? 



Posts: 6,667
Topics: 227
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Registered: ‎08-21-2017

Re: Lost and Misdelivered package - Macbook Air

Welcome, fayez107,


Thank you for taking the time to reach out to us here on our community forums and letting us know about your experience with this order. I'm sure you're looking forward to receiving this laptop and can understand your frustration to encounter these delays in getting a second one shipped to you.


While we are typically unable to provide an estimate when an investigation like this will be completed, I would be glad to see if there is anything I can do on my end to further assist you. I will need some additional information to begin reviewing this. 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
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New Member
Posts: 2
Registered: ‎08-12-2021

Re: Lost and Misdelivered package - Macbook Air

Hi Andrew, 


Thank you for the quick response. I just wanted to create this thread since I had been going through other posts and it's a nice way to keep everything logged in a thread. 


I just sent you the information you had asked for. I hope that helps.