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New Member
Posts: 4
Registered: ‎12-21-2019

Charged for item that never shipped and was cancelled the same day

So on November 17 2019 My wife and I went to Best Buy in Hickory NC to look at TVs.<br>We found one we liked and it was not in stock. We found another higher priced and it was not in stock. We found yet another even higher priced and it was not in stock, so we said screw it. We placed the order in store on my Best Buy Credit card.<br>After we got home we got to thinking about how we didn't need a TV that expensive. So using the link sent to me via text I went on the Best Buy site and cancelled the order. Best Buy website said it could be up to 4 days for the refund. Ok fine. So here is the timeline.<br>Placed order in Best Buy store in Hickory NC with Best Buy credit card on Sunday November 17 2019 at 2:22pm.<br>Cancelled order via link sent in text from Best Buy a few hours later.<br>On Wednesday November 20 2019 at 10:30 got text from Best Buy confirming that the order was cancelled. Followed link to Best Buy website to confirm order was cancelled and I owed ZERO DOLLARS.<br>Yesterday December 20 2019 I received a Best Buy Credit card starement showing I was charged for the TV on November 17 2019. And showing no refund issued.<br>After spending 1hr 20 min on hold with Best Buy credit card services I was told I would have to go into the store to.resolve the issue. <br>I don't know about you but I do not have time to run up and down the road to try and fix a Best Buy Screw Up.<br>So I called the Best Buy in Hickory NC where after an hr on the phone the very helpful gentleman said there had been some kind of screw up and the employee that went in to issue the refund must have hit the EXCHANGE button because it showed as an exchange. That's why I had been charged. He also told me I was THE THIRD PERSON yesterday to call in with the same problem.<br>I was assured the manager would get to the bottom of this and call me TODAY.<br>That didn't happen. I had to call back and talk to another employee which after being on hold for 30min came back and told me the manager was still looking into it and would call me TOMORROW !!! <br>Here is the time line ONE MORE TIME !!<br>Ordered TV In store at Best Buy in Hickory NC on November 17 2019 at 2:22 PM.<br>Came home and cancelled order a few hours later using link to Best Buy website sent to me via TEXT.<br>On November 20 2019 Got text confirming order was cancelled and money was refunded.<br>On December 20 2019 get a bill from Best Buy Credit for a TV that was cancelled same day it was ordered and was never received. <br>December 20 2019 was told by Best Buy in Hickory NC that some employe had went in to issue refund and screwed up and hit exchange so I was billed and his manger was going to look into it and the 3 other people that had the same problem the same day and call me back and DID NOT.<br>I AM VERY ANGRY. I WANT MY MONEY BACK !!! SEEMS TO BE A THIEF WORKING AT BEST BUY IN HICKORY NC.<br>THIS RUN AROUND AND HOURS ON THE PHONE WITH PROMISE OF MANAGER CALL IS PATHETIC.<br>PLEASE IF ANYONE CAN HELP IT WOULD BE GREATLY APPRECIATED !!!!
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New Member
Posts: 4
Registered: ‎12-21-2019

Re: Charged for item that never shipped and was cancelled the same day

If anyone cares my wife and I spent 45min in the Hickory NC Best Buy today.
The manager refunded my card but after looking around this forum, I don't know when or if it will actually show up on my Best Buy Credit card.
I have spent a fair amount with this best buy over the years, preferring to shop local even if it cost a little more. I did that because I believed I would get better service from my local store than some place on the internet.
That didn't happen.
Now I'm considering returning a $655.00 laptop I purchased with cash just a day before receiving the Best Buy Credit card statement with a charge of over $1600.00 for a TV I ordered in store and canceled the same day.
It's a real shame. I love local businesses but when you get so much better service from Amazon it's not hard to see why so many brick and mortar stores are going under.

Who wants to bet my refund will never show up on my card ? I'm not going to hold my breath. The fight is probably still not over.

Thanks to the moderators or whomever runs this site for the non response to my most frustrating problem.
I really appreciate it.
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Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Charged for item that never shipped and was cancelled the same day

Hi, Jason3430,

 

Welcome to the Support Forums!

 

We always want you to be happy with your purchase and feel comfortable that you bought something that works for you, so I can completely understand the want to cancel your order which started these issues that you're facing. And, having a Best Buy Credit Card myself, I know that sometimes the timing of purchases and statements can be a pain. Generally, refunds do take a few days to appear back to the card, and depending on when your statement closes, the credit may not show on the balance due in time. 

 

Since your posts with us, have you seen this refund appear, or is it still missing? 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 4
Registered: ‎12-21-2019

Re: Charged for item that never shipped and was cancelled the same day

I appreciate your response but the issue was we placed an order in store then 2 hours later cancelled the order via best buy website.
Website said order was cancelled and could take up to 4 days to process. 3 days later website said the order was cancelled and I owed zero dollars. Then 10 or so days latter statement comes and says we owe full amount for item that was ordered and cancelled 2 hrs later.
Called best buy credit card and after 45 min they said we had made an exchange. Then told us to go to store. Called store they seen all our documentation but told us an employee had processed as an exchange. After they told me they would look into it anf callme the next day and never did we went to the store and demanded it be handled that day. After 45 min of them looking into it more they came and issued my refund. Said it was a simple mistake....instead of employee hitting refund they hit exchange. They even had a copy of the exchange receipt. They also told me I was the 3rd person witb the same problem.
So I wonder....was this really an honest mistake or some attempt at fraud or theft ???
All I can say is it has been a horrible experience for me.
I have not checked my cc to see if refund posted yet. I will and will let you know. Thank you for contacting me.
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Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Charged for item that never shipped and was cancelled the same day

Hi, Jason3430,

 

Thanks for sharing those additional details with me. I'm curious to take a look at the purchase and the receipt for the return/exchange that you are mentioning. In order for me to be able to access your account and view these things, I'll need a you to send me a Private Message with your full name, email address, phone number and order number. I'm more than happy to get to the bottom of what's going on so that we can all be on the same page with what had happened. 

 

I look forward to hearing from you soon!

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 4
Registered: ‎12-21-2019

Re: Charged for item that never shipped and was cancelled the same day

I just checked my card and had been refunded. I think I will just leave it at that and count myself lucky. I will ask my wife if she would like to submit the info you requested because frankly I'm not that good with computers.
Thank you.