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Posts: 1
Registered: ‎02-05-2021

Charged for a camera that was NOT delivered. Refusing to give refund.

I placed an order with Best Buy for a camera on December 22nd, 2020. On December 23rd, 2020, I received an email saying my camera has been shipped and it was expected to arrive on December 29th, 2020. 


On December 29, 2020, I was tracking my package and the latest update read, "Item rerouted due to processing error; Possible Delay" (Please note that the location where my package supposedly was, is a 5-minute drive from where I live - so I was expecting this package to arrive shortly). I waited a few days for the package to arrive; however, days went by and no package came. I continued to track the package for the next week or so, and there were NO updates since that last one on December 29, 2020.


On January 1, 2021, I called the Best Buy customer service phone number inquiring where my package was. The lady said "the camera is scheduled to arrive on January 4, 2021". On January 4th, no camera came.


On January 6, 2021, I received an email from Best Buy saying there were delivery delays due to increased shipping volume. In the email, they apologized and simply told me to continue checking the "tracking updates" for the most accurate and updated tracking. So, for another week, I continued to check the tracking status of my package, but again, no update since December 29, 2020. 


On January 13, 2021, I called the Best Buy customer service phone number to speak to a live agent to ask where my package was and to get an update. After waiting for 1 hour, I finally got through, but they hung up on me! So, I didn't even get to speak with anyone that day. I then wrote an email to the Customer Service team (through Best Buy website), inquiring about my package. 


On January 18, 2021, I chatted with a live agent, through the online chat feature, on the Best Buy website. They opened a lost investigation ticket to see what happened to the camera. The live agent told me to wait 7-10 business days for the back-end team to complete the investigation. I CONFIRMED with the agent that after 7-10 business days, if they still could not find the camera, I would get a refund. So then I waited 7-10 business days before contacting them again.


On January 28, 2021, I chatted with a live agent through the chat again, and they told me they were still investigating, and that I have to wait another 3-5 business days before I could get a refund. I then confirmed with the live agent that after these 3-5 business days, it would not take any longer to get my refund. The live agent CONFIRMED that my refund would not be delayed again. So, I waited 6 business days.


Today, February 5, 2021, I still have NOT received any camera or any update from Best Buy about getting a refund. So, I chatted with a live agent again, and they told me I had to wait ANOTHER 3-5 business days before I could get a refund.


Basically, I am stuck in an endless cycle of waiting 3-5 business days to get a refund and it seems like they will never give me my refund. They just keep telling me to wait 3-5 business days, even though the live agent on Jan 18 and Jan 28, both confirmed that I would NOT have to keep waiting for a refund (basically they're not following through with what they said).


Please help. I have been dealing with this for 2 months and it is absolutely ridiculous that I was charged for this expensive camera that NEVER came. And now I can't even get a refund. I am so extremely disappointed with Best Buy and cannot believe this is happening. 


I have recorded the conversations and names of the agents I have spoken to, if that will help at all with my situation. 

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Charged for a camera that was NOT delivered. Refusing to give refund.

Hello, en1932,


Thank you for taking the time to reach out to us on the Best Buy Forums. We certainly want our products to arrive on time, and I'm sorry to hear about the difficulties you've had in receiving this item.


Further, it sounds like you have been told a few conflicting things regarding your next steps towards a resolution here. We want to be providing factual information to our customers, and I'm sorry to hear this has not been the case in your experience so far. I'd like to take a closer look into this and see what I can do to help.


So that I can get started, please send us a private message with your full name, email, phone number, and order number. 




Meg|Social Media Specialist | Best Buy® Corporate
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