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New Member
Posts: 4
Registered: ‎04-25-2019

Need Help on Lost Package

[ Edited ]

I ordered one of the Samsung - Notebook 9 Pro from Bestbuy website to be shipped to my place. I received the order update and the tracking number of the shipment on 01Apr2019. However, I did not receive the package when the package was shown delivered on 04Apr2019. I called UPS and they told me they delivered to a wrong address other than the one shown on the package. However, they were not able to start an investigation due to a limitation set by Bestbuy (shipper request) and they request me to contact Bestbuy to authorize UPS to start the investigation. Therefore, I contacted Bestbuy afterwards over the phone. The Bestbuy representative called UPS when I was on the phone as well and found out that UPS delivered my package to a Bestbuy's local warehouse! I requested a reshipment or refund, but the representative refused and said they need to start a case. I received update of the case later on by other representatives and saying that, as long as the package is delivered and signed, they will not be responsible for the package. I called UPS again and they told me there was no investigation requested by Bestbuy. So, it is clear that: 1. I did not receive the package. 2. The package is back at Bestbuy's possession. 3. Bestbuy prevented the investigation by UPS.

 

This sounds really unreasonable to me. From my opinion, Bestbuy needs to request UPS to start the package investigation. And if it is confirmed that the package was not delivered to my address, I should get a refund or reshipment. Will any one be able to help me on this? Thank you.

 

Bestbuy case reference ID (Reference ID: {removed per forum guidelines})

Posts: 9,123
Topics: 424
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Registered: ‎09-29-2008

Re: Need Help on Lost Package

[ Edited ]

GengwuJi,

 

Welcome to our community. As I know only too well from my own experience,having a shipment go astray can be quite frustrating indeed. I regret that you are having to cope with such a situation.

 

I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

 

  • Your full name
  • Your telephone number
  • Your email address
  • Your order number

 

To send me a private message, please click the button labeled "Private Message" in my signature below. 

 

I look forward to hearing from you.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-25-2019

Re: Need Help on Lost Package

Thanks for offering the help. I have sent you the requested information via private message. The good news is UPS know where they delivered the package, but they can only release that information when the shipper is on the phone.

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New Member
Posts: 4
Registered: ‎04-25-2019

Re: Need Help on Lost Package

According to Bestbuy's comments, as long as the package shows a status of delivered and signed, Bestbuy is not responsive to the package anymore. In my case, the package has been delivered to Bestbuy local warehouse and signed by the staff per UPS customer service. According to most recent private message communication, Bestbuy refused to offer any help including:

1. Contacting UPS to confirm where the package is. (UPS records each package's delivery location and can be accessed by the shipper).

2. Authorizing UPS to start an investigation on the package and generate a report.

 

It sounds to me that Bestbuy intentionally want to hold my money without giving me the product I purchased. Why such an easy case is so difficult to be handled by Bestbuy? Why a proper communication with UPS initiated by Bestbuy is so difficult? Why Bestbuy do not allow customer to request UPS start package investigation while alwasy requesting customer to communicate with UPS?