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Posts: 1
Registered: ‎02-07-2020
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Re: OnTrac Lost my package

Good to know I'm not the only one.  I ordered an anniversary gift on Feb 2, 2020.  It was due to be delivered by Tuesday the 4th.  By On-Trac.  Waited all day, at the end of the day the delivery was updated to Feb 5.  Same thing, moved to the 6th.  I called On-trac to see what was going on.  They couldn't locate the package.  Contacted best buy through the site  last night (2/6) and talked to a rep by text chat.  Was told I cannot cancel my order and would just have to wait.  Get a call back from On-trac right now telling me they cannot physically loacte the package and cannot report it missing until 8 business days.  They also told me to contact Best Buy.  It is an Apple IWatch 5 Nike edition that was for an anniversary gift.  The anniversary is today.  I don't know what I am supposed to do.  I really want to cancel the order and just buy it from someone else.  I had to order it online beacuse they didn't have that particular watch in stock at the store.  I just want answers and I really don't wnat to wait 8 days for one. 

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Registered: ‎10-19-2017

Re: OnTrac Lost my package

Good afternoon, DanettePete,


Thanks for reaching out to us about this! Congratulations on your anniversary! I feel like celebrating important dates like that is super important to keeping a relationship alive; I know I would be feeling the same way if the item I ordered for my partner went missing in this way.


Given what you’re saying about this Apple Watch not being available in store and status of the tracking with OnTrac, I cannot promise a particular resolution, but I want to see what we can possibly do to help. So I can take a closer look, can you please send me a private message with your full name, phone number, and email address? Keep your information secure by using the forum “private message” option. If you’re signed in on a PC, there should be a blue button in my signature below this post.



Kayla|Social Media Specialist | Best Buy® Corporate
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