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Posts: 1
Registered: ‎02-24-2021

Never received refund check

[ Edited ]

It's been almost two months since I returned a Asus G14 laptop to a Best Buy store, I returned it on 2/09/21. The item was a total of $1424 including tax I paid $524.24 on a card and exactly $900 in cash. I was told at the store that it would take approximately five business days to receive a refund check for the $900. The guy at the store said "You'll get it pretty quick now as they send it directly from the bank, but it can take up to two weeks." I said "no worries' and was on my way. I receive $524 rather quickly but five business days roll by and still no check so I give the customer support line a call and they seemed frustrated with me and explained it wasn't five days it was up to two weeks. They didn't even ask for a customer support number and left me with that. Two weeks rolls by and still no check, I give the support line a call and they told me that I would have to go into the store directly to find out what's going on with the check. So I go into the store about a week later of not receiving the check, they told me that I would have to call the support line, I told them I already did and support told me to come here. They gave me the phone number to the support line again and I went out to my car to call again. I was connected to another support agent, this time the support agent told me the check can take up to 6 weeks to receive in the mail and not be concerned as it's on it's way, I had them repeat my address and it all was correct. Six weeks rolls by, still no check in the mail so I give support another call. They told me they escalated a case for me and to call back tomorrow as there is a 24 hour SLA for the cases. So, I called back the next day well over 24 hours and they told me the case hasn't been handled yet and to call back another time. So, I waited another day and I called back and they told me the case had been closed and a refund check should be in the mail. They told me this could take up to 15 days to receive the check. It's been a bit over a week since that phone call and I still haven't received my money. It's been 52 days, 8 calls to support, 2 store visits, and I still haven't received my money. I didn't think I would have to work so hard for my own money. I feel like I've been extremely patient but my patience is just about to run out.

 

The email address related to this issue is {removed per forum guidelines} (I was told many times that they would be emailing confirmation and such but never recieved a thing)

I will be happy to provide/confirm customer service numbers and case numbers through PM.

Posts: 632
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Registered: ‎02-08-2019

Re: Never received refund check

Hey there, rebelic,

Thank you for taking the time to connect with our team here on the Forums! I can understand wanting to get your refund as soon as possible, and I am disheartened to hear about the time that has passed since your visit to the store when this was requested. As outlined within our Return & Exchange Promise, if you paid more than $800 in cash or more than $250 by check or by a debit card without a major credit card logo, we will refund you by check within 10 business days. 

With that said, it sounds like some time has passed, and I understand you have not yet received your check. I would be more than happy to look further into this and assist however possible! To get started, can you please send me a private message that includes your full name, phone number, email address, and the Customer Service PIN located near the bottom of your receipt that is associated with your return? You can send a secure message by using the blue button below.

I hope to hear from you soon!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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