Experience: When your package goes missing
Recently, I had ordered a new desktop PC for my dad since it was on sale and still had a gift card worth around $80. So the order was plain and simple, order package, wait for confirmation, wait for shipment, recieve package, and then party when you open the package and feel accomplished with your purchase. HOWEVER, for me it was a bit different. I took a day off of work to ensure the package reaches my house on 6/9/15. I had a little station going on my lawn, i had my lawn chair and laptop and was prepared to sit and wait all day hoping they (UPS) would be there to save me from impending boredom. I started from 9 am in the morning to all the way at 9 pm in the evening. During the day i periodically checked the tracking information and well it said it was delivered right to my front door. The only problem is... I was blocking the front door with my lawn chair all day long so it was impossible for anyone to leave a package there or anyone taking the package without me knowing since i was sitting right there.
So i went online and came straight to the forums (HORRAAAAY I DIDNT KNOW THEY HAD A FORUM!). I've noticed people have gotten their package missing too so i started to read some posts before i began to panic and feel the world was going to end... well not really i was just upset that my package didnt come. So i proceeded to write an email about what happened and with my whole situation and all. This was probably around 12 am that night. I went to bed and the next morning the phone began to ring. The caller id said it was Best Buy. I am amazed that my email was read and they had gotten back to me within 9 hours. Now thats some GREAT customer service right there! I explained what happened and the kind lady gave me 2 options either to refund or reship. A refund would be nice however, i have a bad habit of shreding giftcards after they are used so getting the funds back on there would be a nightmare. So my only option was to have it reshipped. She told me it would come on Friday. So immediately i called my boss and asked for Friday off so i can wait for my package. My boss said it was okay since work wasnt really busy anyways (wheeewwwww). Later that day UPS called to verify me if i had recieved the package and made sure ive looked everywhere. I told UPS that ive waited outside all day and i havent seen a truck at all. I mean if i hadnt recieved the package i wouldnt have made a lost package claim in the first place...UPS then proceeded to tell me to contact Best Buy for a new one.
So Friday came and as i was proceeding to set up my lawn chair again a UPS truck had came, but it was on the otherside of the street delivering a package to one of my neighbors. I immediately ran to the guy and asked him did he have a package for me. He looked at his PDA and he said yes. I wanted to shed tears of happiness but didnt since it would be tooooo awkward for the guy delivering a package to a grown man in tears..... I signed for it and oh my.... this package was HUGE. What amazes me is that how does someone not notice a package like this disappearing into thin air i mean its BIG! I thanked the guy and he proceeded off into the distance.
My overall experience: I am extremely satisfied with Best Buys customer service and their site. From the time ordering to the helpfulness of the forums and finally to the swift help i recieved when i sent that email. I thank you from the bottom of my heart for helping me because some of the places online places i order from does not respond until a week later and they blew me away by calling me 9 hours later after my initial email. I am extremely happy since i bought a really good desktop for about $102 out of my own pocket (after the giftcard and sale) and now have the product in my hands!
For those reading this like I did, i would want to say be persistent in finding your package. When it shows up as delivered and isnt physically at your house, just walk around the neighborhood asking people if they have seen it or have seen a UPS truck. Then proceed to contacting the seller to help you since they have more power than the buyer to talk to the shipping people orelse the shipping people will just tell you to contact the seller (even though they are the ones who are supposed to be delivering to your house and not the seller).
For Best Buy Social team: I would like to really thank you because on other people's messages you told them the steps on what to take and how to get their problem fixed, if it wasnt for that id probably still be waiting for a package thatll never come.
Solved!
Go to Solution.
Hello there nartynot,
You are correct in stating that ordering from us should be a fairly simple process, and generally it is! It would be incredibly frustrating to literally be waiting outside for your package all day only for it to not arrive, but then have the tracking details show it had.
It’s fantastic that you were able to contact us immediately so that we were able to investigate the missing package, and file a claim with UPS as that would be the appropriate steps. I’m ecstatic that we were able to streamline the remaining portion of your experience after the hiccups you had! I hope that you and your dad are now enjoying the new desktop!
Thank you for taking the time to share your experience with us. If you should need any other assistance, please let us know!
Cheers,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message
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