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Registered: ‎02-18-2020

Best Buy not communicating with UPS for Stolen/Damaged Package

So I ordered an Apple Watch online midway through the month of January (JAN 17). When I came home a couple days later, I found that the package had been broken into, the contents were missing and the box was damaged. I instantly called Best Buy and let them know about the ordeal and the actions I can take in this situation. They told me since the package was technically delivered, the issue at hand is with the Carrier(UPS) and not Best Buy. Right after getting off the phone with Best Buy, I called UPS regarding the situation and filed a claim for the Apple Watch. UPS Reported it as damaged and were willing to issue a refund on Jan 23rd and that I had to wait 7-10 Business days for them to receive paperwork and such. I wait it out to around FEB 11 and call Best Buy customer service regarding this matter. They elaborated that they can't help me on this matter since they are only responsible for the phone department, and they have no direct line to the email department willing to take care of this. MY question is who do I contact at Best Buy for this situation? The customer service keeps on giving me generic answers read from a sheet while UPS has and is willing to refund me for the situation but needs the invoice and paperwork from Best Buy. It has been a month without my Apple Watch and I feel helpless in this situation. I do appreciate all the help!!!

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Registered: ‎11-30-2015

Re: Best Buy not communicating with UPS for Stolen/Damaged Package

Hello, hnaeb2,

Thanks for posting with us. 


I'm sorry that your package was opened up and your products stolen. Generally speaking, we would typically recommend that you connect with your local law enforcement in regard to any stolen property. I would be happy to take a look at your order and account to double-check if there are any other options available to you. To get in touch, please send a Private Message with your full name, email address, and phone number. You can find a link to send a private message in my signature.


Fey|Social Media Specialist | Best Buy® Corporate
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