Best Buy Store Purchase

[FlyingSock]

So I ordered an SVS Subwoofer from best buy because I HAD a gift card. Subwooferis shipped via freight, and arrives DAMAGED. The delivery person tells me I should refuse the delivery because it looks like someone drove a forklift through it, and I probably can't fit the subwoofer in my car. I proceed to take pictures, and refuse the delivery. The freight company updated the item to "Delivered" and signed by "REFUSED DAMAGED". After a month, two customer service cases, and many phone calls later, this is the email I am sent:

'''

We are reaching out to you regarding the issue you reported for Order Number BBY01-XXXXXXXXXXX

We have finished reviewing your case and at this time we are unable to provide a refund or replacement item. Additionally, all open items on this order have been canceled. We encourage you to work with your local law enforcement regarding this matter.

Sincerely,Your Customer Care Team

'''

What am I supposed to do? What do I tell the police? "Yes, officer, Best Buy stole my money". I have already dug around, I called SVS who says its a BestBuy problem. I called the delivery company, who says that it's sitting in their warehouse, and BestBuy has to contact them and start a claim to return or get their money reimbursed. I am literally at a loss of what to do now. I can't get ahold of anyone competent, and their back office doesn't know what they're doing. The sheer incompetence and hours I have spent on hold, never getting called back by a supervisor is well over 20 hours at this point. Does anyone know who else I can reach out to? Or someone at corporate?

[AndrewB-BBY Social Media Specialist]

Hello, FlyingSock,

Welcome to our community forums. I appreciate you taking the time to write to us and letting us know about your experience with this order. I can imagine how frustrating it would be to spend so much time trying to get assistance but not receive a refund. While it sounds like our support teams have looked into this, I would be glad to take a second look to see what options I may have to help.

I will need a bit more information so I can begin reviewing this order. Can you please send me a private message that includes your:

Full name
Email address

Phone number

I look forward to hearing back from you!

[FlyingSock]

Sent you a message yesterday, and today actually. 

[AndrewB-BBY Social Media Specialist]

Hi there, FlyingSock,

Thank you for following up with me and providing the information needed so I can review your order. 

I've been able to take a look at your private message and am currently reviewing your order history with our internal support teams. As soon as I have an update regarding your order I will send you a private message. You can check your inbox by clicking on the orange envelope in the top right corner after your screen after logging in.

Regards,