BestBuy.Com

[RBP2012]

I desperately need to have Best Buy contact ATT and report that I have in fact returned a product that was actually returned 3 months ago.  I bought a ATT internet hotspot – Sierra elevate in hopes of getting a reasonable internet service at my location at Christmas.  The salesman recommended the product and set me up with a service plan.  Unfortunately, due to my remote location (even though ATT said I would be able to receive a signal) I was not able to.  I returned the product before the 30 day – cancellation.  I received a refund and a receipt.  Unfortunately, best buy has not notified the service provider and I continued to get billed from ATT.   I have contacted the store on several occasions.  Brought my receipt in and still they have not followed through. I brought my receipt to another store which emailed receipt information and a request for closure to the Jansen Beach Branch where I initially returned the product. Still Nothing.  What will it take to make the cancellation phone call?

[Dval]

ATT may not allow them to do so.  Not familiar with how ATT operates in that respect, but a lot of businesses require the consumer to contact on their own so that they know that something fraudulent isn't occurring.  Have you tried contacting ATT yourself?

[RBP2012]

I have bounce between both companies so much my head is spinning.  Since I recieved the last bill from ATT for 260 bucks for a product I do not have and a service that was supposed to be terminated 3 months ago... I have been on the phone trying to get some help.  So far nada...

ATT needs to get the cancellation notice from Best Buy.  Best Buy need to just to call ATT and report the product was returned.  I have already gone to the store and showed them the return receipt.  I have gone to another store and did the same think... they wrote a email to the orginating branch with the details...

What else can I do?

[Dval]

Hopefully there should be a community manager along soon to take a look at this and that has the power to escalate the issue up in the company.  It sounds like you've done all that you can from your end.  You may want to try calling the customer service line 1-888-best-buy if you haven't already for (hopefully) more immediate service.

Keep an eye out for any messages in your inbox from a representative asking for information about your return.  It may take a couple days for them to get with you on here.  Hopefully they can get this resolved soon for you.

[Ryan-BBY Senior Social Media Specialist]

Hello RBP2012  -

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

[RBP2012]

Finally,

Three months after the initial return. My problem is resolved.

I begged and pleaded with a several BB employees to assist me. No one was interested. Yesterday, I sat on the phone for 6 hours.  I left messages with at least 5 different sales and managerial staff.

Finally, Stacy #16373, a BB employee listened to me, took up the call and solved my problem. She was extremely understanding and pleasant. 

It took only 10 minutes.  Three months of calling, emailing, returning to the store with the receipt after the return and its finally over.  Its almost hard to believe.  ATT was on the phone shortly after Stacy said the problem was resolved.

Thank You Stacy.  Thank you for restoring my hope that people and customer service not just product make or break a business.

[Jacob-BBY Community Web Planner]

RBP2012,

Thanks for the update. I have shared your feedback, both the good and the bad, with the appropriate business team.

Please feel free to let me know if you need additional assistance.