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New Member
Posts: 4
Registered: ‎10-30-2022
Accepted Solution

Online Order never arrived, refund refused after "investigation"

On October 27 my online order from OnTrac shipping sent by Best Buy was marked as delivered at 1:26 pm at my home. Tracking information states that it was signed by F Cruz

I was at work that day from 11:40 am until around 7:20 pm that day, so it was impossible for me to sign for the package. When i arrived to my apartment building around 7:50 pm my item was not in the front porch of the building nor near my apartment door. I live alone, so no one signed for the item on my behalf.

Best Buy refuses to refund me on account of the apparent signature present in the tracking information. OnTrac states a different tracking history when contacted directly, saying it was attempted to be delivered multiple times on the 27th, and finally delivered on the 28th. I still have not received my package.

Best Buy has now informed me that I can only escalate the incident by filing a police report so that they can open a different investigation. I've started the process of a police report, but I don't understand why it's so difficult to get a simple refund.

OnTrac has a horrible precedent as a shipping company, and there are years of posts in this very forum attesting to that. It's frustrating that I'm losing hundreds of dollars over Best Buy's insistence on working with a horrible shipping service.

I need to get my order refunded, since i don't trust a replacement to arrive safely after this incident. Who else can i contact about this?
Social Media Specialist
Posts: 150
Registered: ‎12-29-2021

Re: Online Order never arrived, refund refused after "investigation"

Hello, Fabiola_Cruz, 

 

I can understand that a package possibly being stolen can be difficult. I would be glad to assist you in any way we can. If you could send us a Private Message with your full name, email, and phone number. 

 

Sincerely,

Thomas|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-30-2022

Re: Online Order never arrived, refund refused after "investigation"

Hello, how do I sent you a private message?
New Member
Posts: 2
Registered: ‎01-12-2022

Re: Online Order never arrived, refund refused after "investigation"

The button that says Private Message might help....

New Member
Posts: 4
Registered: ‎10-30-2022

Re: Online Order never arrived, refund refused after "investigation"

Sorry, the button didn't show up on mobile, i see it now
Social Media Specialist
Posts: 150
Registered: ‎12-29-2021

Re: Online Order never arrived, refund refused after "investigation"

There would be a Private Message button that you can see on the name that shows up as my signature directly below.

 

Thanks,

Thomas|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎10-30-2022

Re: Online Order never arrived, refund refused after "investigation"

Thank you Thomas, message sent
Posts: 1,080
Topics: 57
Kudos: 137
Solutions: 62
Registered: ‎07-23-2018

Re: Online Order never arrived, refund refused after "investigation"

This topic has been moved to its own thread under the board BestBuy.com for further review.

New Member
Posts: 3
Registered: ‎01-20-2023

Online order never arrived but marked as delivered

Hello!

I ordered a TV from your company and it never arrived. It is marked as successfully delivered but I never received my package. I was working from home that day and haven't seen the delivery service arrive at my location. Here are the pictures of my building. Please compare these with your proof of delivery and you will see that my package was delivered o someone else. Look I paid 300 bucks for it. I deserve to receive what I paid for! Please see the pictures attached and compare them for yourself.
The order number is BBY01-806732195263
The dispute case Id number is 304435158

mailbox with my name on it !!!
inside the building 2
inside the building
front door