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New Member
Posts: 2
Registered: ‎11-24-2019

Customer service hell

I bought a hotspot and phone card in Colma, CA a few days ago. The sales man or clerk didn't tell me the hotspot required a monthly service. So I returned it 2 days later to the San Bruno store. I wasn't told the cards are not refundable. I didn't use the card or scrape off the back.


San Bruno said;

-they could not refund the card,

-maybe the original store would

-if I called Fastcard I could get a refund. (not true)


So  far I have;

-gone to a store and talked with 3 employs (who told me things that were not true.)

-called Fastcard. (they don't give refunds.)

-called best buy customer service (took forever and the person knew nothing about the cards)

-called the colma store and talked with 2 employees. Finally after talking for a while with Dianna the Mobile Manger, I told her how angry I was and asked here if this was worth loosing a customer. ( Best Buy now fills me hate) She said that she was able to make an exception. Now  I have to go back to the store and get my refund.


I put hours into getting help.  Every call in involed long waits. Maybe you could help your cutomers before they get really, really frustrated.  If I had a time machine I would go back and not even try to get a refund. 

Posts: 7,177
Topics: 115
Kudos: 448
Solutions: 393
Registered: ‎12-23-2016

Re: Customer service hell

Hello, User905367,


Thank you for joining the Best Buy Community forums. Than you for reaching out to us about this. Being bounced around like that is always a frustrating experience.


Under our Return & Exchange Promise, prepaid cards cannot be returned. We shouldn't have told you that Fastcard would be able to refund you, as they only sometimes are willing to do that.I'm happy to hear that Diana was able to find a way to make an exception for you. I wish that this had happened before you had been sent in so many different directions, however.


I really appreciate you taking the time to share this experience with us. Feedback like this helps us get better going forward. If there's anything else I can assist with, plea let me know.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-24-2019

Re: Customer service hell

I went by the store to get my promised refund. The manager James said he couldn't help. He said I should come back when the Mobile manger is there.  Super frustrated. The forum managers changed my user name that expressed my frustration with being lied to. It was in no way inapprorpriate. Doesn't make me want to shop at Best Buy.