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New Member
Posts: 2
Registered: ‎08-03-2018

Return Process

[ Edited ]

Hello,

I am a long-time customer of Best Buy and have purchased many big-ticket items over the years, but have recently experienced business practices that may lead me to terminate this relationship. I would like to get some concrete answers and find out if there is a possible method of rectification.

On July 31, I went to purchase a 2-in-1 laptop at a store in Murrieta, California. The associates I spoke with were very helpful and I opted to buy a Samsung Notebook 9 Pro.
I made this purchase with a Visa debit card. After conducting some additional research, I decided to go with a different technology solution which I purchased on August 2nd with the intention of returning the Notebook 9 to the store on August 3rd (today).

After returning the item to the store, I checked my bank account to ensure the refund had processed. I saw that it had not, which I found to be strange since it should have been refunded as a debit transaction, which is nearly instantaneous. I then went online to find out typical return refund processing times.

I was appalled by the plethora of poor experiences and frustrations customers had gone through when returning items. I wasn't able to reach a consensus from the information online, so I called customer service.

On the phone with corporate customer service, I was told that I would not be refunded until the end of the billing cycle, which could be up to 15 days. I was told that this was because of the bank's processing time, which I know to be false since it should be processed as a Visa debit transaction, and not an ACH or wire transfer.

I then spoke with an associate at the Best Buy store on the phone and was told that the refund would be processed in 3-5 business days.

No information regarding a delay in refund processing was given on my receipt, by the associate, or on Bestbuy.com. Bestbuy.com states that 10 day processing times may be experienced with large cash refunds or with refunds via "debit card without a major credit card logo." There is nothing that leads a customer to believe they should experience a delay in refunds when returning in-store purchases.

I am a disabled Marine Corps veteran and a college student trying to get everything ready for the beginning of the semester. I do not have extra thousands of dollars lying around to easily absorb this cost. In order to pay my living expenses, I may end up having to return my other technology solution and purchase it again after I receive my refund.

I recognize that the electronics sales industry is rife with incidents of return and exchange fraud and that this may be a factor in not instantly refunding debit returns. However, the significance of the delay time, coupled with the inconsistency in answers on length of the delay time (and reasons for delay), leads me to believe that the issues are either a result of sloppy and antiquated corporate management or of a more sinister policy of holding the funds for an extra week or so in order to profit on the interest made.

What is Best Buy's policy in this matter? Is it the end of the billing cycle? Is it 3-5 business days? Why is it not instant?

It is 2018 and we have 21st century banking methods available. With Best Buy approaching $10 billion in annual revenue and as one of the last big-box stores, it seems imperitive that investments are made in better customer service and payment infrastructures.

Sorry for the lack of brevity. Thank you for reading and I look forward to a response on when I will receive my refund as well as the concrete reason for its delay.

Customer Service PIN {removed per forum guidelines}

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Posts: 10,316
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Registered: ‎01-03-2013

Re: Return Process

Hello jbfwright and welcome!

Thank you for your patience as we work to catch up on our responses here on the forum, and also for your service. It sounds like you’ve been zoning in on the perfect computer that will work for your needs as a college student. With that said, exchanges or returns can lead to questions regarding any refunds you may be due.


We should be able to provide you with the same information across the board, whether you ask in store, call into our customer service, or reach out on social media. Under our Return & Exchange Promise, most purchases will be refunded in the same manner in which you paid. Once a refund is processed on our end, it would be up to your bank to process it on theirs. For credit or debit cards, like your Visa, it can indeed take up to one billing cycle. With that said, most customers find their refunds available on their end in 3-5 business days.

I hope this information helps clarify what you can expect. If at this time frame you still aren’t seeing your refund on your end, please don’t hesitate to reach out to us!

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-03-2018

Re: Return Process

Hi Tasha,

Fortunately I received my refund on Monday. Sorry for the trouble, but the possibility of a 15 day delay scared me! Thanks for your reply.

Best,

Jim
Posts: 10,316
Topics: 116
Kudos: 283
Blog Posts: 20
Solutions: 467
Registered: ‎01-03-2013

Re: Return Process

Hi there Jim, 

I completely understand! For a large chunk of money, that can be quite a while to wait. I'm glad to hear you received it last Monday. 

Cheers! 

Tasha|Social Media Specialist | Best Buy® Corporate
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