{Edited per forum guidelines} Need assistance NOW‏

Question

Best Buy
I am appalled by the lack of empowerment your associates are given. After an hour of being told "no" by your in-store associates about a replacement phone which was approved for junk out replacement, I now have to deal with the product being shipped to my home. The subject line order number was shipped with UPS and delivery was attempted today. I am not home during the day because I WORK FOR A LIVING. Tracking number {Edited per forum guidelines}  
After contacting UPS, they state only the shipper can change the terms for package to be held at a UPS facility for pick up. I called 888-best-buy and am now told UPS will not allow them to change the terms to be held at my local UPS facility. They tell me I MUST wait another 5 days until UPS makes 3 delivery attempts and then is obligated to hold for 7 days. I do not want to and cannot wait that long. 
I should have been made whole the day I went to the store to pick up a replacement phone. I begrudgingly accepted it to be shipped to me and now look at where I am. I use this phone for my job and this is unacceptable. I need someone to take action immediately and have UPS hold the package. I also suggest changing your UPS contract to give your associates the ability to make this change.
Who is going to fight for their customer's satisfaction and do everything they can to keep business profitable? Anyone care enough?
Anthony {Edited per forum guidelines}

Answer 1

Good afternoon Anthony,
Having been without a phone for quite some time before due to theft, I know all too well the inconvenience of being without a working phone. It seems that we were able to provide you with a new phone under your Geek Squad Protection plan, which I’m glad to hear. Although it also seems we weren't able to provide you a replacement immediately in store, leading us to order one for you.
After three failed delivery attempts, packages are typically sent back to the sender. When we receive items back, we would process a return and refund to the original form of payment. When placing an order, if you may not be available for the delivery, especially if the package would require a signature as it would for some cell phone orders, you may choose store pickup to avoid the item being returned to us due to failed deliveries. We typically hold items for 8 days before canceling the order and processing a refund. For more information on store pickup, you can visit the Store Pickup page on BestBuy.com.
Using the information you provided, I was able to locate your order and see that it is on the delivery truck for a second attempt at delivery today. Unfortunately, we cannot modify orders in the way you are requesting. I apologize if this has caused you any inconvenience, as I can understand why this may be frustrating. I will be keeping an eye on this order, and should this order be sent back to us, I will work with you to see what options we have for you at that time.
If you should have any questions, please let me know.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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