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New Member
Posts: 5
Registered: ‎03-29-2017
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Re: 2nd post: Returned item and did not get refund

Hi

I also have a same problem.

I bought a Lenovo Yoga laptop (with best buy credit card) on January. After a month i had problem with the screen and touch pad, so I scheduled an appointment (Feb 13th, 2 PM) with Geek Squad to repair it. When I went to the store for repair, they said that it is a hardware problem so they cannot do anything, however they will allow me to exchange it. So they asked me to copy all the files that i had and then reset the laptop. As far as i remember, they even put a white sticker on that laptop and kept it. They said me that the amount will be refunded back to my account. And on the same day i bought an ASUS laptop with new transaction. So now i was just waiting for the refund. After 8-9 days i had chat with the customer care and they said that it will take about a month to process the refund. But it was last week that i went to the store to know more about the refund. I was shocked to hear that there is no any information in the system that the item was returned. They did not even provide me with the return receipt when i returned the item. On inquiring, people in the store felt that i was bluffling and was asking the refund for the item that i did not return. They cannot even provide me with the suggestion as what could be done next. I kept on telling them to look at the security cameras if they want.

I am tired of talking to the people in the customer care. 

Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: 2nd post: Returned item and did not get refund

With the new transaction is your old computer above your new computer on the receipt?  If a return/exchange was completed the deduction of the old computer may have been taken off the total price of the new ASUS.  It does look kind of confusing if you aren't expecting it, but take a look at the receipt that you were given and it should show your old computer with a - (<---- minus sign) and then the new computer with a regular price, but the deductions taken away from the final price with that old laptop being exchanged. 

 

I don't know if this was the way it was completed, but in this instance a second receipt would not exist, but the price of the new laptop would be significantly cheaper with the deduction of the old laptop, so maybe this is what happened?? A moderator should be by in a few business days to take a closer look into this for you.  Thank you for all the time that you took to join and write with the community and I hope you have a wonderful day!

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 5
Registered: ‎03-29-2017

Re: 2nd post: Returned item and did not get refund

I don't think it is the same way how you explained. Since i used the best buy credit card for both the shopping, there is no any deduction of the old laptop. It is completely a new transaction.
Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: 2nd post: Returned item and did not get refund

Ok cool I apologize then, I was just pondering and wondering how this could have occured. Your patience until a moderator gets a chance to swing by and assist is greatly appreciated!

I am a CAR Geek Squad Autotech, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Was the question answered click solution and kudos the post?!
Posts: 2,357
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Registered: ‎10-10-2012

Re: 2nd post: Returned item and did not get refund

[ Edited ]

Hello gyawaliabi,

 

Welcome to the forum. It would be very worrisome to return a laptop for a refund one of our stores and now no one seems to know anything about it. Laptops are not an inexpensive purchase and I certainly would not want to lose that amount of money. I would be happy to see if I can help. 

 

Using the e-mail you registered on the forum, I was able to locate both purchases but there is no record of a return or a Geek Squad service order. I'm not sure why the Geek Squad agents told you you could exchange it since it was over a month since you had received it and well outside the return and exchange policy. I also do not see that you purchased a Geek Squad Protection plan for it. Do you recall the name of the agent you spoke to? Did they give you any paperwork when they took the laptop? 

 

Thank you for posting here on the forum, and I look forward to your response. 

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-29-2017

Re: 2nd post: Returned item and did not get refund

[ Edited ]

Hi

Thank you for the reply. My email address is {removed per forum guidelines}. I think you should be able to track my account with it.

I had scheduled an appointment with GeekSquad on Feb 13 at 2 PM. I have the screenshot of the appointment. First thing is i did not go for an exchange, i actually went there for repair. It had problem with the display and touchpad, the GeekSquad person told me it is not their policy to exchange it after 15 days after purchase, but since it is a hardware problem, i can go ahead and exchange it. I can clearly remember that the lady over there put a white sticker on my old laptop. They took my best buy card and did something on the computer but they did not give me anything. However i still have the serial number of that old laptop, if you need.

 

New Member
Posts: 5
Registered: ‎03-29-2017

Re: 2nd post: Returned item and did not get refund

I dont know whether my situation has been taken that seriously. However i still did little bit of digging and i found the serial number of my returned laptop and it was last online in the best buy store on Feb 13 around 2 pm (which is exactly the time when i returned it and my laptop was being reset).
Refund of $1000 is a big thing for me. However more than that is the returned item being lost from the store without being cataloged.
Posts: 2,357
Topics: 47
Kudos: 82
Blog Posts: 5
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Registered: ‎10-10-2012

Re: 2nd post: Returned item and did not get refund

[ Edited ]

Hello gyawaliabi,

 

I apologize for the delay in responding to your reply. Please know that I'm still working with the store to see what they can find. I'll get back to you as soon as I have more details.

 

Thank you for your patience, 

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 2,357
Topics: 47
Kudos: 82
Blog Posts: 5
Solutions: 104
Registered: ‎10-10-2012

Re: 2nd post: Returned item and did not get refund

Hello gyawaliabi,

 

I apologize I was not able to follow up sooner as I was out of the office for a few days but I was informed by the store that your issue was resolved. Please let me know if you have any other questions or concerns. 

 

Best,

 

 

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!