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Posts: 1
Registered: ‎04-11-2022

Re: Corporate please help with my claim process

[ Edited ]

I am feeling so defeated right now as a best buy customer, I have done everything possible to get the return process correctly and Best Buy has bounced me all over regarding a return that wasn't processed incorrectly in the store.


On December 6th I purchased a phone for my husband at the lady lake Best Buy ordering {removed per forum guidelines}for Christmas. It was mailed to me and received on December 7th. Shortly after I found out that his job had purchased him a phone and we didn't need it, so I went online and requested a return. A few days later, I was at my usual Best Buy which is in Ocala FL the phone was in my vehicle, so I decided to just return it in the store. I arrived at the store I spoke to the gentleman at the front counter, and he told me that yes, I can return the phone here. I asked the gentleman can he give me a receipt for the return, and he said that it was his first time processing a return of a phone at a store, I then asked can I speak to your manager because I paid over $700 dollars for this phone, and I want to make sure that it is credited correctly. The young man went to his manager; however, the manager would not come to see me, but he told him to tell me that there was nothing they could give me in the store other than this. He handed me a sales order with a totally different number {removed per forum guidelines} a description of a Samsung phone and that was all he could give me. I knew better, so while standing in the store I called Best Buy customer service and they told me that they did see the phone return in the system. I asked them was there any way that I could get a receipt emailed? The representative assured me that it was in the system, and it takes time for that to show up, but I should see the return on my portal in a few days. I didn't have anything in writing, so I then decided to get on chat support. Chat support also confirmed that the phone was showing returned. I did a screenshot of the conversation between chat support and myself. I felt as if things were okay, however, a few days later I noticed that it still hadn't shown return in the system so I called customer service again and they said that they did see the phone return in the system, and I should see something on my portal soon I never did.

 I have called and spoken to multiple reps regarding this transaction and all of them say that it was not processed correctly in the store. Recently, I spoke to someone, and they advised me that I needed to go into the store and speak with a manager because they did not process it correctly and they never showed the phone in the system.

I have requested a dispute with Best Buy which informed me they would send a record of the dispute by email. I never received that. Then I contacted my Best Buy credit card and the findings of the dispute showed that I purchased the phone, which is correct, I did but I also returned the phone.

 I have since then gone into the store and spoke with another manager who told me that it would take him 10 days to go back and look on the video to see if the phone was returned. I spoke to the manager on 3/22 at 11:01 am and he informed me that they couldn’t go back that far on camera and that my best bet would be to dispute this on my credit card which I have with no help

 My question is if Best Buy in Ocala performed inventory, they would have seen that the phone was in their system just by the model number and the serial number. Best Buy has not handled this correctly from the beginning and this is totally unacceptable. I have been a customer for many years. I've never had an issue on my account ever and if this was processed correctly from the beginning there would have been no issues. I am disgusted with this whole transaction, and I am looking to get this behind me. I have tried everything to get this taken care of when I speak to your reps, they tell me that they show the phone in the system, but they show it not being processed correctly. I don't show it returned on my Best Buy portal therefore I am still making credit card payments on a phone that I no longer have. I also made a payment of $350.00 to my Best Buy account on the day I purchased the phone, so not only am I paying for a phone that I don't have I'm paying more money for a phone that I don't have. I also called about the $350 payment and the Best Buy Rep informed me that I would receive a credit, I still haven’t because the return hasn’t been processed.

It has been almost 4 months and I am still fighting Best Buy over a mishandled return. Had I known this was going to be such a nightmare I would have taken the phone and shipped it myself. Please go back to the beginning and check the chats that I have reached out several times to different representatives regarding this transaction this is an error on Best Buy. I did what I was supposed to do as a customer. I was told that the transaction was processed yet it is not in the system. I have tried everything.


I have tried to dispute this with Best Buy Credit card but because the store didn't process the return correctly it doesn't show returned.  Please help .......





Sharonda {removed per forum guidelines}






Posts: 6,667
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Registered: ‎08-21-2017

Re: Corporate please help with my claim process

Good afternoon, Sharonda,


Welcome to our community forums and thank you for writing to us regarding your experience with this return. I know that a cell phone is no small purchase and if I were in your shoes I would want to make sure this was completed correctly. Because of how much time has passed since this return my options to assist you are more limited, but I would like to see how I can help.


I'd like to begin by reviewing your case and return history. I will need a bit more information so I can get this process started. Can you please send me a private message that includes your:


Email address

Phone number


Do you recall the name of any of the store employees you spoke to during your visits? You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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