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Posts: 1
Registered: ‎09-26-2021

Missing laptop and no refund offered.

On September 16th, BestBuy alerted me that the MSI laptop I ordered was delivered to my home. I check outside and there is no package. I wait the next day thinking maybe the delivery service marked it as delivered too early? I wait another day and the package still isn't found, I'm unsure if my package was sent to the wrong address or mistakenly marked delivered somehow.


I contact OnTrac shipping, and they said they will investigate the situation. I inform BestBuy through customer support chat and they also put someone to "investigate". At this point, I just want a refund, and I was patient to wait considering the loss of an expensive item.


Today, I receive emails from both BestBuy and OnTrac concluding their investigations and they cannot offer me a refund. I am beyond surprised and confused about what to do now. My order was seemingly never sent to my home, and now I have to deal with a $1000 purchase on my card for an item I never received. I thought I would get better support than being kicked to the side to figure it out on my own. I understand the scepticalness of these services for an expensive item such as this, but I legitimately don't have my purchase and I'm upset about how this has been treated.

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Registered: ‎11-10-2008

Re: Missing laptop and no refund offered.

I think these days delivery vehicles can be tracked by GPS. At this point if they concluded their investigation , you could try to file a report with the local police department for a stolen item but you may get the same result as the investigation. I have had packages myself missing with Ontrac from another retailer and its not a fun situation.


Sorry to hear this happened to you. Do you know the location of the local hub for Ontrac in your area ? Often times these local hubs have a Customer Pickup counter for packages that can't be delivered. They may have management there you can discuss your concerns about this.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Registered: ‎08-21-2017

Re: Missing laptop and no refund offered.

Good afternoon, Brandonn,


Thank you for taking the time to visit our community forums and writing to us about your order. I know whenever I order something, I keep a very close eye on the tracking information so I can be sure of when it arrives. I know if I were in your position I would be confused as to the location of this shipment and I appreciate you letting us know about your experience. While it sounds like our support teams have already reviewed our available options to assist, I'd be glad to review your case history to see what options we may have to assist you moving forward.


I'd like to begin by reviewing your case history and will need a few more details in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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