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Posts: 1
Registered: ‎05-29-2019

Charged for cancelled item

I ordered a moto x4 phone bundle through bestbuy.com.  One of the items did not get shipped to me and instead would have required me to make a 2 hour trip to pick it up in store.  The item (a $49.99 burner phone) was returned to stock.  I was charged an additional $81.75.  First I don't understand how I can be charged for a free item that was returned.  I also don't understand how I can be punished for bestbuy's inability to ship me only 3 out of the 4 items that I ordered.  The return policy states:

 

Bundle or promotional discount items

If you return an item bought as part of a bundle or with a promotional discount and you do not return everything — not to worry. We will reimburse you for what you do return, minus the value of the discount or freebie.

 

The $49.99 phone that was not shipped to me was free as part of the bundle.  From my understanding I should have a recieved a $0.00 refund.  On multiple phone calls from bestbuy in Wichita Falls about the phone needing to be picked up, not a single employee informed me that I would be charged any additional money for not picking it up.  Someone should have mentioned it.  It would have been cheaper for me to make the 2 hour journey and pick it up.

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Registered: ‎12-23-2016

Re: Charged for cancelled item

Hello, Keith_Braun,

 

Welcome to the Best Buy Community forums. I’m sorry that you’re having issues with that order.

 

When a bundle is broken because some of the items are returned, it can cause charges to appear that may not be immediately obvious where they came from.

 

Please send me a private message through the link in my signature below this post. I’ll need your name, email address, phone number, and order number to get started. I’ll check the order out and see if we can assist at all.

Thanks,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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