06-30-2021 05:45 PM
I ordered an iPad Pro and would have thought that my item would be shipped with insurance (like all other merchants) and require a signature by the carrier. I have recently read several other reports of UPS packages not being delivered. I was told by their representative at Corporate Headquarters that the delivery was "confirmed by the carrier" and the signature used was "on file". They called me to tell me that I need to work with local authorities, but I feel I was robbed by Best Buy!! Why wouldn't they require a signature for something that costs so much? How do you use a signature on file? What does that even mean? I can't even go to my bank because I used Best Buy gift cards given to me by my job. How sad that now after so many years with my company I have nothing to show for it and now my experience with Best Buy has gone bad. I used to buy everything from them because I love the Geek Squad and believed they took care of their customers. I am beyond upset!
06-30-2021 06:12 PM
Hello there, slsimmons2014,
I'm sure that last thing you expected when you placed your order with us was for the package to never show up, and find yourself holding the bag, so to speak. This certainly would be concerning to me as well, and I can understand wanting some sort of resolution.
Please know that once an order enters the hands of the carrier, a destination contract is put into place that states: “Purchases of product through BestBuy.com are subject to a destination contract. This means that the risk of loss and title for these products passes to you upon the carrier's delivery to your ship-to address, and Best Buy is not responsible for any loss, theft or damage after delivery.” More information on that can be found here.
If you’ve already spoken with a customer service support representative and we’ve determined that the carrier did deliver the package reliably, then a refund or reship is not possible. Due to the large number of packages that carrier services deliver each day; it is no longer feasible of them to collect signatures on delivery. This is a choice that has been made by the carriers themselves. I can’t speak to the subject of a “signature on file” because that it something put into place by the carriers, and not Best Buy.
While I’m sure this Is not what you were hoping to hear, we would recommend that you work with the carrier and law enforcement if you feel the package was stolen in any way.