09-11-2019 05:30 PM
I bought a laptop last week (9/02) that was supposed to arrive that Wednesday (9/04). A week later and it still hasn't arrived, and what's more UPS's tracking info hasn't updated in that time. I've contacted UPS about it, but they redirected me to Best Buy services, claiming "a package investigation is required to further research this shipment." What's going on?
09-14-2019 12:52 PM
Hi there, Thornado,
Welcome to our Best Buy forum community!
Congratulations on your new laptop! We know that's an exciting purchase, so it's understandable that you're anxious for it to arrive so you can try it out. As someone who likes to keep a close eye on my tracking details, I know how difficult it can be when the tracking details aren't updating, so I'm glad you took the time to share this with us.
It would be my pleasure to dig into this deeper so we can see what's going on with your laptop purchase, and try to get this resolved. For me to get started, can you please send over your full name, phone number, email and order number using the "Private Message" option in my signature below?
Looking forward to working with you!
10-28-2019 09:04 AM
10-28-2019 11:46 AM
Hi there, Thornado.
I hope you’ve been enjoying the day so far. I’d be quite surprised if a package that was lost months ago somehow ended up on my doorstep as well, and we do appreciate you reaching out to let us know. I am happy to hear there was a resolution provided when this initially occurred.
As it stands, the original shipment would need to be returned to us. There are a few options on how that can be done, and you can find those in the Return & Exchange Promise. If there is a Best Buy near you, that would be the easiest way to get this taken care of, although please do what is most convenient for you. If you have additional questions, our team will be available to assist.
10-28-2019 12:50 PM
10-28-2019 01:14 PM
Thank you for understanding. The order number will be necessary, and the Blue Shirts at your local Best Buy should have access to all the information through the in-store systems. Because there was a replacement sent, there will not be a refund issued and the return period would not apply. I’d be glad to reach out to the store that is the most convenient for you, in effort to inform them that you will be bringing the package back at some point. If that would be helpful, please send us a private message when you have a moment, so we can get the order details. There is a darker blue button next to my name below labeled, “Private Message.” Be sure to include your full name, email address, telephone, and order number in your correspondence, along with which Best Buy store you'd prefer to visit.