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Posts: 1
Registered: ‎11-30-2017

$400 refund completely mishandled

This evening I went to Best Buy in Okemos MI with a google pixel 3a phone that I needed to return. Phone was purchased on 12/31/2019 and I returned it today 01/04/2019 so I was well within the return period. There was no damage at all to the phone and no pieces were missing, also I had my receipt. I paid for the phone with a prepaid visa card which I no longer have so the first thing I told the Best Buy associate was “Hi I would like to return this phone and can I please get my refund put on an in store credit best buy card?” She said that was fine and then inspected the phone to make sure everything was ok. Then she returned the phone to the card I used to make the purchase, exactly what I was trying to avoid. I dont think it was intentional but what really bugged me is that right after she made the mistake she tried to lie to me and said “the reason it returned to that card is because I ordered online so that was my only option” ... ok I understand we’re about 5 mins away from you closing but I arrived 20 minutes ago and customer service sent me to mobile for the return, then the guy at mobile sent me back to customer service and said thats the only place to return products and he has no clue why they sent me over there. I get back to customer service and have to wait in line behind 3 people and then my $400 gets refunded to a card that no longer exists AFTER I asked for store credit and she is irritated!?!?! Well excuse me, Im very sorry for being such an inconvenience *sarcasm* .... Again I explained to her that card is no longer valid it expired 01/20 and was a prepaid card that I do not have possesion of which is why I asked for store credit to begin with. She briefly talked to another best buy worker and then they tell me there is nothing they can do the refund has been sent to that card there is no way to void it. I think thats a load of crap and I really feel disrespected and unappreciated. This is not a $10 return this is a $400 return am I wrong for feeling that the BB Workers could have put fourth just a little bit of effort? The conclusion, for them at least, was to tell me that what will happen now is the card issuer will mail me a check for my refund and for me to have a good night... I suggested how about they write me a check now and when the card issuer “mails the refund” we have it sent to best buy? My suggestion was declined. The card issuer does not even hVe my address, they dont have my name, I dont know the 16 digit card number, AND I NO LONGER HAVE THE CARD! Sure I can file complaints with the BBB, the consumer financial protection bureau, and my attorney general Dana Nessel, but why does it have to come to this? Over a mistake that I did not make, a mistake that I took every step I could to avloid and it still occurred. To throw salt on an open wound I was still charged $45 for a restocking fee, and when I forced myself to be polite and thanked the worked for her time and said i hope she has a good night she completely ignored me. Thanks best buy, what an amazing display of customer service for one of your elite plus members.
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Registered: ‎12-23-2016

Re: $400 refund completely mishandled

[ Edited ]

Hello, Dannydavis92,

 

Welcome to the Best Buy Community forums. Thanks for reaching out to us about this, and for being an Elite Plus My Best Buy member. $400 is a lot of money to lose, so I'd like to see if I can help out at all here.

 

To begin, that restocking fee would not be refundable under our Return & Exchange Promise. I'd like to look into the balance, however. Please send me a private message by using the link in my signature below this post. I'll need your name, email address, phone number, and the customer service PIN from the bottom of your receipt.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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