BestBuy.com

[Allianora]

Over a week ago now, I got a notification that my package had been delivered, but it is nowhere to be found. I work from home, so was home all day but the doorbell never rang, no security camera footage of delivery people before or after I received the notification, and it's been over a week now and there's no sign of it. I tried contacting support the next day and they said to contact the carrier, but when I try to submit a claim to UPS it says my order is ineligible.

My order has a USPS tracking number as well, so I contacted the local post office this week, and they said they have no record of scanning the package as received or delivered. UPS tracking says it was signed for, but the name does not belong to anyone in my household, my neighbors, or anyone at the local post office. They suggested I contact the sender to get gps information of where the package was supposedly signed for, so here I am trying to do that.

It was a pretty expensive purchase for me, and was supposed to be a birthday gift that's a week overdue now, so I really want to make sure this gets resolved one way or another. Please let me know how to proceed.

Thank you,
Nina

[hockeycanuckjc Community Veteran]

If I recall , Best Buy has to initiate the claim since it was their package.

[AndrewB-BBY Social Media Specialist]

Hi there, Nina,

Thank you for taking the time to stop by our community forums to let us know about this order. Like you, I keep a very close eye on tracking information whenever I have something out for delivery so I can understand your confusion to get a delivery notification. I can certainly give you some more information on what options are available to get assistance moving forward

You mentioned that this package was signed for, is that correct? Best Buy would be unable to access information about where this package was signed for. While I can't guarantee this information is tracked, UPS would be best suited to provide this information. 

Because this package has been signed for I would recommend working with UPS for further assistance on where this package was delivered. They have the tools and resources to help you look further into this.

Regards,

[Allianora]

Thank you for the prompt reply.

I just got off the phone with UPS support. They told me that it was recorded to have been delivered to the post office in my town, but having already contacted USPS and their response that they never received it and no one with the name that supposedly signed for the package works there, the UPS rep said to contact Best Buy to have them open a claim to locate this package. 

How can I open a claim with Best Buy to get this resolved?

I am being sent in circles now and it's incredibly frustrating. If the item had been in stock in my local store I would have just gone there and bought it but it wasn't, and this is the first time I've ordered from BestBuy online to have something delivered and this experience has been infuriating. 

Nina

[AndrewB-BBY Social Media Specialist]

Hello, Nina,

While I am not aware of a "claim" that we can open I would be glad to document your concerns here at our Corporate Campus.

I will need 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 across from my name. I'll keep an eye out for your message.

[Allianora]

PM sent. 

I guess it wouldn't be a claim I open with Best Buy, but Best Buy has to open a claim with UPS, is what I keep getting told. 

[Allianora]

For anyone coming across this post in the future, this was never resolved and I never got a refund or replacement for the $350 tablet I ordered. I am understanding enough to know that this situation may have been the fault of one person, and at this point I can only assume the delivery driver decided to keep it for themselves.

Because the package was supposedly signed for and delivered by UPS to the post office, best buy refuses to take responsibility for the missing tablet.

I have contacted UPS and was told that it was signed for, supposedly at a different post office than my mail normally goes to, and because it was signed they refuse to take responsibility for the missing tablet.

I contacted both post offices in my town and they never received the package, nor do they have anyone working at either facility with the name of the person who supposedly signed for this package. In this instance I don't see them as responsible for this tablet going missing.

As a last resort I filed a claim with my credit card company, sending them copies of all communication I've had with all parties, and just received a response saying that they checked with best buy and the "tickets" I ordered were marked as delivered fulfilling the seller's responsibility and therefore my claim was denied. That's right, they checked with best buy, who told them it was marked as delivered, so I should review the policy on the "tickets, flights, additional services, or if the airline is out of business" etc. etc.. No one is taking this seriously and I am feeling very mocked at this point.

So to whoever ended up with a Galaxy Tab S6 Lite that had my name and address on it, you're welcome. Jerk.

And if you are here because of "SurePost" delivery issues and it's been more than a week and you haven't seen your package and it's marked as received by someone you don't know, well that's not best buys problem, you should have known better and ordered from some place else.

[hockeycanuckjc Community Veteran]

You can also file a report for a stolen package with the local authorities in your area and it can give some info on who signed for it and produce a signature.