BestBuy.com

[Alexparkin005]

Hello,

I sent my iPhone in for trade in 2 weeks ago with the trade in kit Best Buy provided. When I check the UPS tracking number it states that it’s stuck somewhere in transit. I tried to reach out to Onlinetradein@bestbuy.com multiple times but haven’t received a response. I can’t file any claims with UPS since it’s Best Buy’s box and label. Please let me know what to do in this situation.

[AaronG-BBY Social Media Specialist]

Hello, Alexparkin005,

Welcome to our forums! Getting a new phone is exciting, but not if your trade-in is lost in transit, so I can understand your concern.

I’ll be happy to take a closer look into this matter and offer any additional assistance I can, however, I’m hoping you can provide me with a few pieces of additional information before I’m able to do so.  If you could use the blue “Private Message” button in my signature to send me:

• Your first and last name
• Your phone number
• Your email address
• Your order number

This should be enough for me to begin my research, and hopefully get you the assistance you’re looking for.

Regards,

[Alexparkin005]

Alex {removed per forum guidelines}
 {removed per forum guidelines}
 {removed per forum guidelines}
Trade in number: {removed per forum guidelines}

[AaronG-BBY Social Media Specialist]

Hello, Alex,

Thanks for providing your information. I am not pulling up any recent purchases under this information. Do you have an order number for the new phone, or a receipt?

Regards,

[VGoodCustomer]

My trade-in was also lost/stolen by UPS - Best Buy phone support is friendly but sadly we have been going in circles for literally hours of calls because they don't fully understand the situation.

Aaron - to open a claim with UPS, check the "3rd party" option to report it, because as we know Best Buy is both the sender and receiver for a trade-in when using Best Buy's pre-paid shipping label. Most phone reps do not seem to appreciate this.

After opening my claim, UPS did their investigation and agreed the Trade-in package is lost. Best Buy representatives continue to be confused about how to refund my trade-in value for a confirmed lost UPS claim, and now I am waiting for a callback from a supervisor after my last Case ID was closed out with the email stating my device was received successfully - because again the reps are confused between the phone purchased and successfully received versus the trade-in lost in transit. 

I am a long time Best Buy customer and this is my first time trying to purchase with a trade-in, and this has been a terrible customer experience.  After submitting a claim and UPS agreeing, there is nothing else I should need to do from a customer perspective.

I'll follow-up here if the supervisor callback is unsuccessful.

[VGoodCustomer]

I meant to say "Alex" (not Aaron) - that's how you as the customer can open a UPS claim

[Alexparkin005]

Hello,

There is no ordered number. This is a stand alone trade in. I went on the Best Buy trade in website, picked the item I wanted to trade in and filled out my information. Best Buy sent me a prepaid kit to put the phone into and a trade in number (23883129) I dropped it off at UPS as instructed and they lost it. Again there is only a trade in number and no order number since this is a stand alone trade in.

[Alexparkin005]

Hello,

Can someone please help me with this??

[Alexparkin005]

Can you please reply to me. I have provided the trade in number.

[AaronG-BBY Social Media Specialist]

Hello again, Alex,

Sorry for the delay as I was out of the office the past few day. Can you please private message me your information again, I had to remove it as a public message.

Regards,