Los Angeles man orders iPad Mini from Best Buy. Then he opens the package and is shocked by what he gets: ‘I’m staring at a HIPAA violation’

A Los Angeles man tried to order an iPad Mini from Best Buy. Then he received something else entirely that made him “super p—ed” and “concerned.”

Writer and activist Steven Underwood (@blaqueword) claimed that he received a package with someone’s prescriptions, which he said were a “HIPAA violation.” Instead of refunding the customer, Best Buy pushed Underwood through a series of claims calls that resulted in him getting no reimbursement for his order.

“Didn’t think this year I would be suing Best Buy in small claims court for something as trivial as an iPad Mini, but here we are,” Underwood said.

What Happened With Best Buy?

Underwood ordered an iPad Mini on April 15. The writer was planning on using it for various reasons, but specifically, he wanted a way to FaceTime his nephew. He ordered around $70 worth of Amazon accessories for the iPad Mini and was gearing up to use it.

On April 17, Underwood said a third-party delivery service, OnTrac, dropped his package off. Immediately, the writer noticed that the package was in an unusual spot. When he opened it, he found four prescription vaginal shampoos inside the container instead of the product he actually ordered.

Underwood described the package delivery as a HIPAA violation. The Mary Sue previously reported a situation where a customer found a used drug test inside an Anthropologie package. It was inconclusive as to whether that situation would constitute a HIPAA violation.

Technically, package misdeliveries are more likely not to be HIPAA violations, as covered entities and business associates do not typically include third-party contractors like mail deliverers. OnTrac, then, is most likely not at fault for a HIPAA violation unless it is a direct business associate of a covered entity or is one itself.

Regardless, Underwood tried to get in touch with both OnTrac and Best Buy. His original package was still missing, and he had no idea where the iPad Mini had gone.

He Tries To Get A Refund

The very same day that Underwood received the vaginal shampoos, he left voicemails for both OnTrac and Best Buy. OnTrac didn’t respond to any initial notes he made, as it was after business hours.

The next morning, he called Best Buy. Then a representative told him he should hope for a refund after shipping the box back. He went in person to a local Best Buy. While there, employees concluded that there were very obvious signs of tampering, as Best Buy deliberately places stickers in a specific way to ensure products haven’t been touched. Employees at the local Best Buy said they’d be willing to send a replacement order for the iPad Mini.

The employee told Underwood, “It ain’t nothing. We’re gonna put in a little replacement order real quick. We’ll get it delivered right here for you, and you come pick it up, and we’ll actually have you check it in store to make sure it’s all fine.”

He thanked them and left at least somewhat reassured he’d eventually receive the product he wanted. Underwood waited for an email about the replacement order. It never arrived.

Best Buy Cancels The Reorder

Underwood noticed that he was charged a mysterious $4 transaction fee and that his replacement order was canceled. He tried to call multiple times to see what happened to his order, but he received “the ring around.”

Eventually, Best Buy let him know that they weren’t going to reimburse or replace the order. He was receiving nothing.

“Our decision is you’re getting nothing. You’re not getting a replacement… Get it back in blood,” Underwood said. They advised him to contact law enforcement, so Underwood did.

Underwood claimed that Best Buy was still liable for the non-delivery of the purchase, and that in the aftermath, he had contacted the Better Business Bureau (BBB) and gone through multiple legal channels.

In a direct response to The Mary Sue, Underwood clarified that employees later told him what may have happened to the order.

What Exactly Happened?

“During my meeting with the in-store employees at Best Buy, they stated over the line that it appeared the System canceled the ordered replacement,” Underwood said. “The Manager on duty even clarified on the line infront of me that HE was the one who was on the scene, saw that there was an issue, identified how ‘Sketchy’ the situation was and said it is their obligation to make this right with a customer. They opened a case internally, but as of 5/20/2026, the Manager hasn’t received any updates from corporate regarding this case. The package is still is sitting in their office.”

He said he opened a case with PayPal in addition to his law enforcement case.

“PayPal was able to prompt a refund deal with Best Buy. However, they asked for the package to be returned first before the refund could be issued,” Underwood said. “I confirmed with the Sherman Oaks Best Buy manager that the package was still at the Sherman Oaks location and formally in their possession. The manager confirmed they await to corroborate my story with Corporate once they reached out to that location. I’m waiting for resolution on this matter.”

Issues with OnTrac

Customers who end up getting their packages delivered by OnTrac have described a litany of issues with the third-party delivery company.

For one, customers who have ordered from various businesses claim that the delivery service lost their packages. One customer, who made an order from Free People, said, “I ordered an expensive package from Free People. OnTrac delivered to the wrong apartment, then must have taken a photo (at the wrong apartment) and stolen my package.”

Another customer, who ordered from Adidas, described a similar situation. “Ordered 3 pairs of shoes from Adidas, all arriving in separate boxes. Get the delivery notification yesterday that all 3 got “delivered” and when i go to check only two are actually on my porch.”

When responding to The Mary Sue, Underwood stated that “OnTrac never responded to the case I opened on the first day regarding the product I never received. When they canceled my replacement and I contacted Support, I received only the letter that stated I need to contact law enforcement… I have no idea how the product was misrouted. I have reached out to the intended for this product, but I haven’t heard back from them yet.”

More Complaints

Then, there are entire posts like one from PostageGuru.com that describe customer dissatisfaction due to stolen or missing packages from OnTrac. After packages are stolen, customers can have a difficult time getting retailers to comply with reimbursements, further complicating regular deliveries.

In California, though, there is a legal statute that exists for customers who receive completely different orders to receive compensation or reimbursement. The California Commercial Code dictates that “Where a tender or delivery of goods so fails to conform to the contract… their loss remains on the seller until cure or acceptance.”

@blaqueword Im super pissed but now also concerned that some rando thief is just running through folks packages and medical supplies and swapping them out to steal from folks and @bestbuy wanna just post up behind AI and "um actually" claims that dont hold up. #bestbuy #tech #shermanoaks ♬ original sound – Steven Underwood

The Mary Sue has reached out to Best Buy and OnTrac for more information. This story will be updated if either party responds.

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