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New Member
Posts: 2
Registered: ‎05-26-2021
Accepted Solution

Returned item lost by UPS and now I cannot get a refund

I am completely frustrated with this situation, I have lost USD 1567.80


I called Best Buy like 10 times already in the last weeks, each agent tells me something different, it is either I am being lied, taken as a stupid, or there is a communication problem between agents and the way they register the cases. I have been given 3 different case numbers already.


Let me summarize the story: I buy a Laptop (HP OMEN - 15.6” 4K UHD Gaming Laptop – Intel Core i7 – 16GB Memory – NVIDIA GeForce RTX 2070 – 1TB SSD - Shadow Black), I decide to return it because of a design problem that it had. Ok I print the UPS prepaid label from BestBuy, I ship the package. I gets stuck in transit since April 28 (almost a month ago), no updates from UPS and BestBuy did not receive the package yet.

Two different Best Buy agents told me that this is not my fault, I did what I was supposed to do, and that Best Buy would open an investigation with UPS so that eventually I am refunded... but the last agent today told me that is not true and that I have to submit a claim to UPS and Best Buy will not do anything unless the package is received. But it is clear that the PACKAGE IS LOST! 

To make things worse, when I call UPS they tell me that the only thing I can do is to submit a claim online. I created an account in UPS, I tried to submit the claim using the tracking number but guess what... It says "To report a claim as the shipper, the account number associated with this package needs to be added to your profile payment options. [UPS:E024]" So the claim HAS TO BE SUBMITTED BY UPS. Which means I am stuck forever with this.


This is clearly a strategy from Best Buy to avoid the refund. I don't have hope of any help, so I will not buy anymore anything else from the so-called "Best" Buy (which has been the worse buy in my life ever), and as an IT guy I will share this with every person that asks me for tech advice, to NEVER ever purchase from Best Buy.


You may see this as a rant but think how you feel if you were in my situation.

Posts: 1,525
Topics: 68
Kudos: 280
Solutions: 66
Registered: ‎11-23-2018

Re: Returned item lost by UPS and now I cannot get a refund

Hello, johnnyx256, and welcome to our online community!


Thank you for joining our online community and posting for support, although I hate to hear about your lost laptop. I can understand your concern in this situation, as I'm sure you've been eagerly awaiting on a refund for this. It sounds like you've been given quite the runaround when searching for assistance between UPS and Best Buy, and I'd like to do all I can to help now.


To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎05-26-2021

Re: Returned item lost by UPS and now I cannot get a refund



Words cannot express how grateful I am for your help. In just one day you solved the problem that I have been trying to solve for weeks.


Thank you so much for hearing my case, for the kind way you wrote me and offered help, and now for going ahead and solve the issue in record time. A credit confirmation was sent to my email inbox and I will be receiving soon the refund.


For anyone reading this forum post, I want to tell you: This forum is great, if you have a problem like me, you will receive help. 


I take back what I said before about not recommending Best Buy, instead I will recommend and share this story with a happy ending.