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Member
Posts: 11
Registered: ‎04-06-2020

Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED HELP!

I went ahead and called Bestbuy customer service representative and he told me that my next step would be to call UPS or go online to file a claim with them.

I called UPS and spoke to a Rep and the rep sent me an email containing the information that i needed to start the claim online. I went ahead and tried to create a claim online and just when i thought i was going to be able to finish the claim, i got a window popup stating “Cannot submit claim. Package is not available for claim submission. Please contact the shipper for further assistance. UPS:E022”

Next, I called UPS again and explained the UPS representative the issue with the package, the email i received from you guys, The claim i tried to do online and what the BB CSR told me. The lady from UPS named Silvia Was trying to help me by trying to open a claim for me but she wasn’t able to do it. I spoke with Silvia UPS claims on April 6, 2020 at 2:55pm and she told me neither me or herself can’t open a claim and start an investigation due to the fact that Best Buy have a contract with UPS that prevents UPS from opening a claim without their permission.

I then called BestBuy again on April 6, 2020 at 4:13pm and Spoke to Steven for 1 hour and 55 minutes. I explained everything to Steven and he was eager to help so he got in contact with UPS and had me on hold for a good hour. While i was on hold i received another email from UPS with the same info i had(UPS sent me same enail when i called them the first time) and a minute or two later Steven came back to the phone to talk to me that UPS sent me an email etc... I told Steven that i’ve already gone thru that process and i wasn’t able to create the claim.

I spoke to Lia from UPS via 3way While Lin from BestBuy was on the line on April/7/20 at 4:50pm and Lin Fom BestBuy hung up. Lia from UPS told she needs to have a representative from BestBuy on the phone in order to start the claim on her end.

I then called BestBuy again and Spoke to Patt from BestBuy
and explained everything that happend and Patt was ver helpful and understandable and did her best to help me. Patt went ahead and called UPS and made added Jess From UPS on the line and we spoke about my situation and Patt and Jess explaind to me that UPS opened an investigation and it was going to take 6 to 8 days to get a response and gave me a Case #.

Today 4/14/20 i called BestBuy CS at 12:45pm for an update and i got told that they still waiting on UPS response. After i finished talking to BestBuy CS i called UPS and spoke to Daniel from ups @1:18pm and Daniel told me that UPS sent a form so Bestbuy can send the necessary documents that UPS need in order for UPS to start the Refund process. Daniel from UPS told me the paperwork was sent to BestBuy at 1:13pm on April/14/2020. I haven’t called back BestBuy, I’m going to wait on a reply, If i don’t get a reply in the next few hours then i’m calling back BestBuy to learn what is going to be the next step. I have screenshots of all the calls i’ve made and i wrote everything we’ve spoke thru the phone on my notes. I need your help.
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Posts: 4,908
Topics: 147
Kudos: 371
Solutions: 225
Registered: ‎08-21-2017

Re: Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED...

Good afternoon, Cmartinez,

 

Thank you for taking the time to visit our community forums. I can certainly understand wanting to figure our exactly what happened this order and what steps are available moving forward. I appreciate you providing a summar of what has happened so far.

 

I'd like to review your case history so I can get a better understanding of what options may be available moving forward. I will need some additional details 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 the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Member
Posts: 11
Registered: ‎04-06-2020

Re: Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED HE

Of course i will, I’m sending you the info right now.
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Member
Posts: 11
Registered: ‎04-06-2020

Re: Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED HE

I sent you the information already.
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Posts: 4,908
Topics: 147
Kudos: 371
Solutions: 225
Registered: ‎08-21-2017

Re: Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED HE

Hello, Cmartinez,

 

Thank you for sending that over. Please allow me a few moments to review this. I'll be sending you a private message in return shortly. You can check you inbox by clicking the orange envelope in the top right of your screen.


Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Member
Posts: 11
Registered: ‎04-06-2020

Re: Never received my package and now BestBuy refusing to give me a replacement or a refund. NEED HE

Great, Thanks!