'I have had this EXACT thing happen with FedEx': Texas Woman Orders Ninja Air Fryer. Then She Opens The Box

While her father-in-law fought for his life in the ICU following a terrible motorcycle accident with an 18-wheeler, Texas TikToker Roxie Leigh (@roxieleighk) should have only been worried about her family. Instead she was battling a delivery company over a missing Ninja-branded air fryer.

“I was so excited to get this double-stack XL countertop air fryer,” Roxie explains in the three-minute clip. “Then a week later, I get a message from the OnTrac delivery service saying that my air fryer cannot be delivered because my location is closed.”

“This is a residence.”

She said this happened three or four days in a row. “Finally, I contacted Ninja, and I said, ‘Hey, Ninja, what's going on with my delivery? How can my location be closed? It's a residence.’ Ninja looked into it, and they said, ‘All we can do is have you contact [OnTrac]. Here's the number you can contact them,’” she continues.

She called and left a message with “detailed delivery instructions,” mainly to “leave my package at my house.” But Roxie claims she didn’t hear back for days. Then, while at the hospital, she received an email saying the air fryer had been delivered. This, she says, turned out to be untrue.

Then one day she got home and it was in her delivery box. “I was like, ‘Yes!’ So excited,” she says. “I go to pull it out of the bin, and it's way lighter than it should've been. And it's very rattly.”

Roxie says what she found inside the box was both disturbing and disgusting. Inside was a broken ChefWave appliance (a brand of electric milkmakers) she'd never ordered, partial components from what should have been her new Ninja air fryer, and an unspecified number of roaches.

“So why would somebody steal my air fryer but not take part of it?” she wonders. “Why did they give me their old, used-up device? Why is this box full of roaches?”

People were horrified.

“Hopefully you used a credit card to make your purchase,” one person recommended. “If so, file a fraudulent claim.” Another wrote, “OnTrac is awful. If I end up seeing the delivery company is OnTrac for something I ordered, and I can, I will cancel. It’s not worth the stress and hassle.”

In another instance, the commenter says the company resorted to lying. “OnTrac says they delivered a package to me, I have 4 cameras on my house and none of them recorded a delivery,” they wrote. “Contacted them, and they said, ‘Nope, we delivered it.’ Now dealing with the seller.”

One person didn’t isolate OnTrac, saying, “I have had this EXACT thing happen with FedEx. All along it was the delivery driver doing it. Happened more than once with the same driver. Needless to say, my husband complained, and he was fired about a month later. It's never happened since.”

What could be causing these delivery woes?

One potential answer to the issue is return fraud. This means, as one possibility, someone could have purchased the Ninja air fryer, swapped it for their old, broken ChefWave, and returned it for a refund, with the fraudulent return then being shipped to the legitimate customer.

The other possibility is that someone (or a driver) at OnTrac stole the air fryer themselves, repackaged the box with the broken ChefWave, and just delayed anyone from finding out by claiming “the location was closed.”

There have been complaints about OnTrac’s reliability. Sitejabber has OnTrac at a rating of 1.1 stars based on 1,481 reviews, ranking 401st among shipping sites. According to PissedConsumer, the company has a 1.2-star rating based on 642 customer reviews, with only 2% of users likely to recommend OnTrac. The Better Business Bureau notes that "consumers are advised that complaints filed against OnTrac regarding lost, misdelivered, or undeliverable packages may not be processed."
According to the Oregon-based Grants Pass Tribune, there have been numerous reports of missing packages, leading to speculation about employee misconduct, including drivers or warehouse employees mishandling or stealing them.

On Tuesday, Roxie posted an update. In it, she says she spoke with Ninja and they asked her to email photos of what she received in lieu of the air fryer she ordered.

“Once they review the photos, hopefully they’ll send me a reship,” she says. “I also asked them not to reship with OnTrac. Please use a different service provider.”

“So hopefully once they get the email, they can send me my reship and use like, I don’t know, FedEx or USPS. Or somebody other than OnTrac. I don’t want OnTrac at my house ever again.”

Patch has reached out to Roxie Leigh (@roxieleighk), SharkNinja, and OnTrac for more information. We’ll update this if any responds.

@roxieleighk @ninja@Ninja Kitchen I just want my air fryer!! #ontracdelivery #ninjaairfryer ♬ original sound - Roxie Leigh