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New Member
Posts: 5
Registered: ‎07-18-2020

lost package

[ Edited ]

I have sent this message to two of your associates too. I haven't received any replies so I tried deleting the message and resending it. now I am posting this publicly since its been days without a response 

I am writing this , demanding a refund of the purchase of the razer blade 15 laptops with the order number: {removed per forum guidelines} . I purchased this item online on July 3rd, 2020. With an expected delivery date of July 8th, 2020 I checked the CCTV footage checked all my surroundings still couldn't find it. I never received the item.  After contacting Best Buy on July 8th, I  was told “Best Buy will conduct an investigation and for me to contact the carrier UPS in the meantime”. When I contacted UPS on July 9th, I was told that my package with the tracking number:{removed per forum guidelines} was lost. I then received a message from UPS stating that “ the driver had misplaced the item and delivered it to the wrong address and the client must contact the seller (best buy) for claims ”. 

I contacted Best buy again and I was put on hold for 1.30  hours and finally was told the investigation with the case no.{removed per forum guidelines} was still underway. On 14th of July 2020, I received an email from best buy stating that the result of the said investigation concluded that best buy would not be issuing a refund or a replacement of the item and to take this issue up with the local law enforcement and the carrier. I filed a police report with the case number-{removed per forum guidelines} .  Ever since I have been in constant contact with Best Buy and UPS every day to get updates about my lost package, and both the companies have been pointing the fingers at each other.  “ups’ policy is *(the seller must file a claim with the carrier and the customer cannot file a claim with the carrier unless they received a damaged package. Then and only then can the customer file a claim with the carrier )

 

To resolve the issue, I would like a full refund of the purchased laptop which is $3247.49. please advise. I went to the best buy weather ford store and there I was notified that best buy has reasons to believe I have the package which seems preposterous and to be frank a little insulting, and with this month-long of stress and after consulting the local law enforcement and my embassy, after they saw all the proof I had which includes emails from UPS stating that they delivered it to the wrong address, also footage of the ups personnel never arriving at my front door on July 8th, 2020 or any other day with the package and the best buy representative telling me that its the ups fault and not mine what so ever, they advised me to settle it on the court, but the customer service at the Weatherford store advised me to contact you guys first and provided me the link to do so. waiting for your reply.

 

Animesh {removed per forum guidelines}

{removed per forum guidelines}

{removed per forum guidelines}

Posts: 5,177
Topics: 55
Kudos: 439
Solutions: 322
Registered: ‎11-29-2016

Re: lost package

Good evening, Animesh,

 

Welcome to our forums, and thank you for sharing your experience with us.  While we’ve removed your private information from the public view of our forums, I was able to use the information to review your contact history with us further.  As it sounds like you’re aware, you’ll want to continue to work with UPS to investigate the status of your delivery further, and our answer will remain unchanged.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-18-2020

Re: lost package

I have been in contact with ups, they simply tell me to contact  Best Buy.  this is cheating the customer as I paid money to best buy not ups for the laptop.  

New Member
Posts: 5
Registered: ‎07-18-2020

Re: lost package

I didn't go ahead and bought the laptop without paying the money and told you guys to contact my bank for it.  I paid the money to you guys, with all due respect being a student here with limited funds I cannot just lose 3200 dollars and be okay with it.  your employees at Weatherford saw  all the proofs, this is just a blatant response with being a loyal best buy consumer i never thought i would be treated like this 

Posts: 5,177
Topics: 55
Kudos: 439
Solutions: 322
Registered: ‎11-29-2016

Re: lost package

Good evening, Animesh,

 

In your initial post on our forums, you mention that UPS has confirmed they’ve lost your package.  As such, I recommend continuing to work with them to investigate this matter further, and if you believe your package was stolen, I also recommend working with your local law enforcement agency to investigate the whereabouts of your package.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-18-2020

Re: lost package

yes. I have been doing exactly that. but they keep on telling me that I contact BestBuy for assistance, not them.   I spoke to the police about it even they were perplexed by best buys lack of commitment towards customer service, even the detective told me that best buy should be the one helping me and recommended me to contact the district attorney, I contacted my embassy because I am here on a student visa and after reviewing my case even they recommended me the same 

Posts: 5,177
Topics: 55
Kudos: 439
Solutions: 322
Registered: ‎11-29-2016

Re: lost package

Good morning, Animesh,

 

While I understand this experience has been frustrating for you, if UPS has confirmed with you that they’ve lost your package, I recommend continuing to work with them to investigate the delivery of this order further.  Although removed from the public view of your post, the tracking number you’ve provided does not appear to have been investigated according to the UPS site.  If they have indeed confirmed with you that they lost your package, I recommend filing a claim with them, which you can do here.  This will be our final response on the matter.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!