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Posts: 1
Registered: ‎02-24-2021

Laptop never delivered, "72 hour" investigaton started a week ago. Need Help.

On 2/11/21 I ordered a laptop on, was giving a delivery date of 2/16. On 2/17 I received an email from Ontrac stating my package had been delivered the day before on 2/16 at 4pm. I was home and checking the door constantly the entire day and know for a fact it wasn’t delivered. I immediately contacted Ontrac to file a claim that my package wasn’t delivered. They stated they were opening an investigation and that it would be completed in 24 hours and to call back then to find out the result. I called back the next day and they said their investigation was still going, that they had contacted the driver and he doesn’t know where it was delivered. Ontrac told me to go ahead and contact Best Buy and they would file a claim and get my laptop assured me it would be replaced. I first contacted Best Buy on 2/18 to report it and file a claim and was advised the investigation they were opening would take 72 hours. I have since contacted best buy numerous times and have been given the run around for the past week. Everytime I call they tell me that there is still 48 hours left in the investigation. I contacted them and they started the investigation on 2/18. It has now been 7 days, which is 168 hours, yet they told me again today that they still have 48 hours left in the investigation. I spent $925 for a laptop that I have never received and am now being charged interest on my credit card and my payment is due for an item I don’t have. I need help on how to get this resolved.


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Registered: ‎02-08-2019

Re: Laptop never delivered, "72 hour" investigaton started a week ago. Need Help.

Hey there, woodyr62,

Thank you for taking the time to join our community, and for bringing this to our attention. It is never ideal when issues with a shipment arises, and I can totally understand wanting to check on what may be possible given these circumstances. I would be more than happy to assist however possible with this! To do so, I will need to collect some additional details to review your order.

When you get the chance, can you please send me a private message that includes your full name, phone number, email address, and order number? You can send a secure message by using the blue button below. I hope to hear from you soon!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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