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New Member
Posts: 2
Registered: ‎03-14-2019

OnTrac

I couldn't find an option on Best Buy's website to write directly to customer service.  I ordered a pain of $200 headphones and Best Buy chose OnTrac as the shipping company.  I have had numerous issues with OnTrac from my packages being left on a common-use stairwell leading up to my apartment, my packages being left laying on the side of my apartment building (not in front of any door) to today, my package being left in front of my downstairs neighbor's door.  Each time I have either called or written OnTrac but I have yet to have only had one package actually delivered to my door in over two years.  OnTrac does not hold their drivers accountable.  I have cancelled a meal delivery service due to OnTrac's poor service and have let that company know that the reason for my cancelling is their delivery company.  I plan on doing the same thing with every other company, Best Buy included if they continue to use OnTrac.  It is very clear that OnTrac does not remediate issues and I feel the only way to remedy this is to quit shoppoing at businesses that use their company.  With all the online shopping that is available, there are many other stores to choose from that do not use OnTrac.  As a business (Best Buy) I would think it would be prudent to drop them.  Just looking at this forum, there are PAGES of complaints from packages not delivered/missing.  That is a lot of $$$$$.  I hope you consider re-evaluating your partnership with OnTrac.  I would rather wait a few days longer and actually receive my package at my door instead of chancing a stolen package. 

Posts: 6,691
Topics: 125
Kudos: 421
Solutions: 304
Registered: ‎11-30-2015

Re: OnTrac

Morning, darkside2345,

 

 

Welcome to our community! Discovering your purchase is not where the carrier notes it be could be alarming. I know that I personally like to keep a very close eye on my purchases too, and the issues you shared you’re having with OnTrac would be upsetting. Thank you for choosing Best Buy for your purchase and for sharing with us here on our community.

 

 

Best Buy utilizes of variety of delivery partners and at time of purchase, we’d be unable guarantee that your order would be fulfilled using one or another. We highly recommend utilizing our Store Pickup option in the future to avoid getting a courier service you do not prefer. I understand, however, that you do have some concerns regarding your individual OnTrac courier. We sincerely appreciate your feedback and for bringing your concerns to our attention.

 

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-14-2019

Re: OnTrac

The whole purpose of shopping online is so that I don’t have to drive 30 minutes to the nearest Best Buy.

If Best Buy really cared about my business, they would attempt to remediate the issue by offering alternative shipping options. It would also be nice to know that OnTrac is actually being held accountable for their actions and not just receive the same canned text I’ve seen on other posts on this forum about how “alarming” it would be to not have my package at the door. Is cheaper shipping for Best Buy really worth losing business over???
Posts: 6,691
Topics: 125
Kudos: 421
Solutions: 304
Registered: ‎11-30-2015

Re: OnTrac

Hello, darkside2345,

 

 

Best Buy is always looking at the most efficient, reliable ways to ship products to our customers and we do take these concerns seriously, so that we have the ability to examine opportunities with shippers we currently utilize. Again, we appreciate your feedback. You’re more than welcome to share any additional concern or questions you might have in the future. We’re always happy to see how we might be able to assist.

 

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!