BestBuy.Com

[freeboy23]

I initially ordered a Refrigerator, Washer & Dryer and 8 Accessories for these 3 appliances. The total amount for the order was $2749.02. The order was delivered to me on Monday 4/16/2012. I returned the dryer as it was an electric dryer and I needed a gas dryer. The electric dryer was taken back by delivery person and I received confirmation from best buy that the order for the electric dryer had been cancelled. I order the gas dryer separately on 4/16/2012. The amount for that order was $861.75 which I paid separately. The Customer service rep said that I will be refunded the amount for the electric dryer from my first purchase. Now I see that Best Buy has billed me $2749.02 for the first purchase, $861.75 for the 2nd purchase and a mysterious amount of $1934.05 additionally which I think is the bill for the Refrigerator and Washer and accessories.

I am supposed to get the original amount of $2749.02 back since I paid for the dryer separately and I was billed for the Refrigerator and Washer with the amount of $1934.05.
I called Best Buy 5 times today and here is the story:
[1] 1st Customer Service Rep said that he did not understand what was wrong with the billed amounts and went to talk to the supervisor, then he said he will open a case with the Credit department and hung up.. no further details provided.
[2] 2nd Customer Service Rep said that she needs to put me on hold while she talks to her supervisor and then hung up the call
[3] 3rd Customer Service Rep said that she will call me back.. the call never came.
[4] 4th Customer Service Rep said that she will open a case with the credit department but didnot give me a contact person nbr/name/email from the credit department

[5] 5th Customer Service Rep gave me the Case nbr with the Credit Department but didnot provide a timeline as to when I will be refunded my original amount.  She said I will have to call daily on the customer service nbr to geta status on my refund.

  The customer service reps are some of the worst in the industry and have no respect for the customers. I have had to run around trying to get back my own money but the customer service reps treated me like I owed some money to Best Buy.. Worst experience ever.. will never recommend anyone to order anything from Best Buy.

[CrystalWoW Community Veteran]

There isn't an issue. You basically need to wait it out while authorizations and such drop off. Here is what happened: your card got authorized for the full order. You placed a return on one item so the new total was authorized and the dryer isn't going to refund in 1 day. Then you see the charge for the new item. The first authorization will drop off, leaving you with the last two charges only. You can contact your bank to see what time frame they have for dropping authorizations off as it is per their policies.

[freeboy23]

This is not what I heard from the 5 Customer Service Reps. If what you are saying is true, why did they open up a case with your credit department? why did they not tell me that the first amount of $2749.02 has been already refunded and I should check with the bank when the hold will be released? forget all this.. Since you are confident that there is no issue, here is the order nbr: {Removed per Forum Guidelines}. Can you check the order payments and confirm that the first amount of $2749.02 has been refunded by Best Buy and it is now in the bank's queue to drop the authorization?

  and on a second note.. why do you charge customers twice and then relase the refunds? why can't you just bill them once? because of your over-billing/over-authorization, here is what happened.. I had ordered a $1100 purchase from overstock.com yesterday. That order went on hold because of inadequate balances which should not have been the case as I had sufficient balances but who knew that Best buy was going to play this game like that.. now I risk loosing the discounts on the overstock.com order and possibly an overdraft fees by the bank.. will Best Buy be ready to pay me back the discount from overstock.com order and the overdraft fees in case they hit me? will you like it if it were to to happen to you?

[CrystalWoW Community Veteran]

I can't confirm anything. It isn't a matter of refunds. It is a matter of how long your bank takes to drop off authorizations.

[freeboy23]

If you can't confirm anything then what are you doing replying to my post and making it sound that it is the way things function?

Can anybody who works at Best Buy reply to my queries?

Why did best buy generate a second authorization for the partial amount on top of the first authorization for the full amount? why did they not deduct the amount payable from the first authorization itself and refund the balance from the first authorization? why double billing / double authorization?  Don't say this is Best Buy policy.. I am asking why this method of billing.. care to answer that?

Will it be ok if I take some amount from your account and ask you to wait it out for a couple of days/weeks?

[CrystalWoW Community Veteran]

Have you called your bank yet and asked when they will drop it off? yes someone will respond, normally in 3-5 business days, I was just clarifying that there was a triple charge, just authorizations that haven't dropped off yet. This is a public forum and as such, the public responds to inquiries as well as corporate connectors. If it had been done as an exchange, it would have worked like that, but since you did a return and a rebuy, it didn't.

[freeboy23]

 Don't you realise that this is a hassle? I just returned 1 item out of the 3 that I ordered.. why would there be a second authorization triggered in the first place for the initital order since the intital authorization already covered the full amount?

no more "Valued Super Experts" please.. I will wait for someone who works in Best buy to answer this.. not a user with a disclaimer in all their replies.

[Mariel-BBY Retired: Community Connector]

Hello freeboy23-

Melissa from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[freeboy23]

Melissa from your "Social Media Team" has not responded. Today I got a refund of $525.84 from Best Buy. I am supposed to get the money from the initial order which is $2749.02. I called Best Buy Customer Service again ( Ths is my 6th call btw) asking them to explain the amounts. The Customer Service Rep could not. I asked him when will I hear back from the Credit Department regarding my Case, again no answer. He said he is contacting his supervisor.. put me on hold for some minutes and then disconnected the call. wouldn't you love this kind of customer service. As of now I feel ROBBED of roughly $2200 by best buy

Any of you Community Connectors or Melissa from the "Social Media Team" care to answer my queries?

[freeboy23]

Called up customer service again (My 7th call).. they said they have no idea when my case with the credit department will be resolved. No word from any of the Community connector folks or Melissa from the "Social Media Team". Any other customers experiencing simlar amazing service from BB?