BestBuy.Com

[cosu1980]

A bout a month ago, I placed an order on BestBuy.com for a new gas range; when the deliverymen arrived at my residence, they informed me that the range was damaged, and I chose to refuse the delivery. I called a representative at 888-BEST-BUY, who informed me that my refund would be processed once the damaged range was returned to their warehouse. That was approximately a week ago, and the refund has yet to be processed, and my Best Buy credit card account is still billing me for the cost of the gas range. When will this refund finally be processed & credited to my account?

Also, upon learning of the damaged range, I attempted to purchase a replacement gas range over the phone from the Best Buy store in Watertown, Massachusetts; the customer service rep with whom I worked attempted to process my payment, but was unable to do so because I had insufficient available credit on any of my cards, including my debit card. She assured me that the transaction would be cancelled, but upon checking my debit card account statement online, I still see that a charge of $541.86 has been placed on hold by Best Buy, while an additional $146.13 was charged to my Chase MasterCard (this charge occurred on 10-7-09)...and again, this occurred even though I was assured by the CSR that the transaction was going to be cancelled. In spite of all of this, I needed to purchase the gas range, which I did so in-person at the same store on 10-10-09. I paid the same amount ($541.86) in full on that day, but Best Buy is still holding the original $541.86 that they attempted to charge me over the phone. So when are these "phantom" charges (the $541.86 on my debit card, that's being held; and the $146.13 inexplicably charged to my Chase credit card with no services of goods exchanged or rendered) going to be cleared or otherwise refunded? Please assist me with this ASAP, thank you!

[Dorothy-BBY Community Supervisor]

Hello cosu1980 -

Aaron, one of our Community Connectors, will be reaching out to you regarding your concerns.  I appreciate your patience until he is able to contact you.  Thank you!

[Aaron-GS Community Connector]

Hey cosu1980,

I’m sorry to hear about the difficulties you’ve encountered with your online purchase!  Although I do not know why your account would not have been credited for the return yet, I can certainly imagine why you would be concerned.  Please keep in mind though that it may take 7-10 business days for record of the return to appear on your credit card account, and that exact timeframe does vary by financial institution.  Additionally, remember that this timeframe does not officially begin until the product has been received and acknowledged by the delivery warehouse.

I would like to partner with you to find a resolution to this issue, so please keep an eye on your private messages for further communication.  You can check your private messages by signing into the forums and then clicking on the letter icon in the upper right-hand corner of the page.