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Posts: 1
Registered: ‎11-15-2019

Account Not Existing; Order Not Going Through; Refund Not Received.

Yesterday, I created a new Best Buy account and placed an order for a laptop. I am an international customer shipping to an address in Florida. The order got cancelled twice. The second time, I did not get a refund. When I contact customer service, they say that there is no account matching the phone number and the email I provided. Right now, I have no refund, no order and no account even though I have proof of order and an account I am currently logged into. Please help. I really need this laptop by the next few days. And I hope my $1200 gets refunded quick.

Posts: 836
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Registered: ‎10-19-2017

Re: Account Not Existing; Order Not Going Through; Refund Not Received.

Hey there, HumanPleaseHelp,


Welcome to our Best Buy forum community! 


Congratulations on your new laptop! As someone who uses my laptop daily, I know that you put a lot of thought into finding a unit that meets your unique needs, so we're honored that you came to us for your purchase. However, the experience you described doesn't sound like the one we intended for you!


While I wish everything had gone smoothly with your order, I'm glad you took the time to share your experience with us. Before placing your orders, did you have a chance to check out our article International Orders? If you haven't, I highly recommend giving it a look, as it goes over helpful information, such as the billing address we require when using an international card.


Purchasing with an international card could also be why there is a delay with seeing the funds go back into your account. Sometimes when the card is international, it can take longer for the bank to register the order cancelled and return the funds.


You also mentioned that your order was set up to be shipped to an address in Florida. Please keep in mind that Best Buy does not ship to any known freight forwarders, so if you were trying to ship the product to a place that would ship you the laptop, that could also trigger an order to cancel on our end.


If you'd like for me to take a look at your order to have a better idea of what's going on with your refund, please use the "Private Message" option below to send over your full name, phone number, email and order numbers so I can take a peek.





Elle|Social Media Specialist | Best Buy® Corporate
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