Beth Gazeta, a mom in Tampa, Florida, received an urgent call from her college-going son in North Carolina. He said his computer stopped working and needed a new computer for his studies.

“His computer died and he needed a new computer so it was kind of like need it right now thing,” Gazeta told ABC News.

Like any good mother would do, she bought her son a $2,000 MacBook Pro and shipped it through UPS. She didn’t place it in a box due to the urgency, she just shipped it in the manufacturer’s box. Once the carrier accepted it, she was given a tracking number and went on her way.

“We were tracking it pretty closely and he was very excited to get it,” she said. Having spent a pretty penny on the computer she paid extra to insure it, in case it was lost or damaged in transit. The UPS’s website reads that insurance will make sure customers are fully reimbursed for any damaged or missing items.

However, her son never received the laptop. Every time she’d check the tracking number, she’d get a message saying the carrier never received the package.

“I’ve never had this happen, I’ve never had a package lost,” she said. She tried calling the UPS store that took her package, and she was dismissed. “The store said to me, ‘I can’t believe you’re making such a big deal about this because it’s just one lost package.’ So, they’ve really dismissed the whole thing and responsibility.”

Even UPS corporate didn’t help find her laptop or get her a refund

Having waited two months with nothing to show for it, she filed a claim with UPS corporate. She was told a resolution would come in eight to ten days. Once again, she was met with radio silence.

When ABC reporters contacted UPS on Gazeta’s behalf, the company replied it was investigating the incident and mailed a reimbursement check the same day. UPS drivers, they said, are supposed to make a log of items valued higher than $1,000.

Gazeta asked for a copy of that report, which is her legal right, but never received it.