01-16-2023 04:26 PM
A quick summary of events:
Surface Laptop 4 - Open Box Excellent - purchased 1/8/23 for arrival 1/11/23. During the course of tracking, shipment status never changed from 'Label Created'. On 1/11/23 I contact BB Support about this, and was told to wait till end of day since sometimes shippers (UPS) don't update the shipping status. Package never arrived. On 1/12/23 refund request was ordered by BB Support, stated it would take 24-48 hours for the refund to be issued. Fast forward to 1/16/23 and I am now being told the refund takes 15 days to be issued. Every Support Agent states the 'backend team' must review the situation. My original order was made on BestBuy Gift Card which should make this process very easy. I am a student whose $1300 has been held since 1/8/23 and won't be able to obtain a replacement device until my refund drops (1/26/23 given their most recent 15 day estimate).
I am frustrated that the order was never shipped from the facility. It doesn't make sense why Best Buy has any right to hold my $1300 for this amount of time when it was their fault for never shipping the order out. It's also frustrating how the original timeline was said to be 24-48 hours, but has now been changed to 15 days. Has anyone experienced a similar situation? Is there any way to expedite the refund process? I have spent hours with Support via chat and phone to no avail. Please help, I cannot meet my student responisbilities without this laptop.
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01-16-2023 07:21 PM
Thank you for reaching out to us here on the Best Buy Forums. I certainly understand your frustration regarding your order not being shipped, and now being told that the refund will take longer than you initially expected. I did receive the private message that you sent over to us as well, and I will follow up with you there shortly to discuss this further and assist.
01-19-2023 07:38 PM
An update - Caleb (moderator) was immediately helpful in getting my return. Unfortunately, I am still in a stalemate with customer service regarding compensation on the order.
I was told I would be receiving compensation to order a different condition of the same item I originally ordered, for the same price. However, I had to speak with a supervisor to finalize the compensation. The transfer to supervisor was disconnected. I have called each day for the past week and there is never a manager or supervisors to speak to. I have been hung up on dozen of times when being transferred and given the run around. I was "transferred to a supervisor" by a phone agent today, only to be rerouted to the automated main menu on the phones. I receive mutliple case numbers which do not reflect the full extent of the case. Despite talking and chatting for hours and being told repeatedly I need a supervisor to handle my issue, I am continuosly being gatekeeped from speaking with one. It truly seems like the Support agents are discouraged from connecting customers with the appropriate team members.
Please provide assistance, my original order was never shipped since the item was out of stock (even though I was able to purchase the 'in stock' item online). Things should not be this difficult.