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Posts: 1
Registered: ‎07-11-2019

Canceled Order and Refund Process

[ Edited ]

4Our order was erroneously canceled just prior to delivery and installation. We paid Best Buy $3119.97 for delivery and install of a 85” Sony TV. This order was placed online on 5 July 2019. My wife placed the order and the order was charged on my Best Buy credit card. The delivery and install was scheduled for 10 Jul 2019, between 8:00am-12:00pm. We were informed on the day of delivery that the delivery and install was changed to maybe 6:00pm-6:30pm. While waiting all day for delivery and install of our TV, I received a credit alert for two charges on my card ($219.00 and $130.00) I didn t recognize. I called Best Buy and they sent me to the fraud section. The lady I talked to went down all the recent charges and I told her all were good except for the two charges above. After that, for some reason my entire order was cancelled totaling $3119.97.  My TV has not been delivered or installed and I have been holding on the line for a Best Buy representative for over an hour and a half and counting.  My Best Buy credit card was charged $3119.97 and I paid the full bill.  Now I’m just trying to find out if a refund is being processed and how long will that take.  The payment I made to Best Buy shows it’s still pending on my bank statement.  The order number was {removed per forum guidelines}

{removed per forum guidelines}

 Please advise 

Posts: 614
Topics: 40
Kudos: 85
Solutions: 24
Registered: ‎07-23-2018

Re: Canceled Order and Refund Process

Hello, mosummers,


Welcome to the Best Buy Forums, although I wish we were meeting under a better circumstance. We certainly appreciate you thinking of Best Buy for the new television purchase! I am sure your family was anxious for the delivery and installation. Seeing unexpected charges, and to ultimately have your order cancelled, would undoubtedly lead you looking for answers. We’d be happy to see if we can further assist.


If you have yet to speak to the Customer Care Team over the phone, please send us a private message. You can do this by selecting the darker blue box next to my name below. We will need to verify your full name, email address and telephone number. You may notice, I’ve deleted your order number from the public post. This can contain details that would have your personal information connected, so we did delete that part, simply for your security. I’ve made a note of the order number, so that will be accessible on our end.


We look forward to hearing from you!

Sarah|Social Media Specialist | Best Buy® Corporate
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