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New Member
Posts: 2
Registered: ‎01-18-2021
Accepted Solution

Denied Reimbursement for Gift Cards

We purchased an LG TV on 12/30/2021.  We were told it would not arrive at the store until 1/6/2021 and that the store would text us when it arrived and to set up an appointment for us to pick it up.

We waited but received no text or phone call. On 1/10/2021 I was surprised when I checked on your website only to discover our TV order was cancelled by the store.  I called corporate customer service and was told the item had been returned because we had not picked it up.  We were never notified of this. I was then told that since we had used Visa Gift Cards as part of the purchase we would not be reimbursed for that portion of our purchase price ($300.00).

We went into the Torrance store to try to reconcile this issue on 1/14/2021.  The original salesperson and the manger also refused to help with a reimbursement for the Visa Gift Cards because I no longer had the original gift cards in possession.

I simply do not understand.  We bought and paid for the TV in person, in store.  We were never contacted to pick it up even though our phone numbers are on file with the store.   The order was cancelled somehow – not by us.  Part of the purchase cost on our credit card has been credited back to us. Why does Best Buy not reimburse us for the rest of the cost to us - #300.00? 

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Denied Reimbursement for Gift Cards

Refunds go back to their original form of payment, including VISA Gift Cards. You would want to reach out to the issuer of that gift card (Vanilla, etc) to see about reimbursement or moving funds from the original card to a replacement.
I am a Best Buy Employee, 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: 2
Registered: ‎01-18-2021

Re: Denied Reimbursement for Gift Cards

The point is:  We paid for a TV, Best Buy cancelled the order without our knowledge and this cost us $300.00.  Why should we be penalized for a Best Buy cancellation?

Best Buy Employee
Posts: 2,455
Registered: ‎01-09-2015

Re: Denied Reimbursement for Gift Cards

You’re not being “penalized”. When an order is cancelled, for any reason, the order cannot be reinstated and the funds are always returned to the original form of payment. The money has been refunded to that card, and *only* the issuer of that card can reissue it. For instance, if you had used purchased a Best Buy Gift Card that was used to purchase a tv, and this situation happened, Best Buy could reissue the balance of that gift card to a new one and send it to you. Since it was not a Best Buy gift card, the issuer of your gift card should have the means to do the same thing.
I am a Best Buy Employee, 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***