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Posts: 1
Registered: ‎12-12-2020

Customer Service Escalation

i placed on on-line order 7 days ago with a gift card.  at the time of order, the gift card and order were processed without issue.  About 10 minutes after the order was placed, i received a text saying the gift card was not processed.  I immediatley called to resolve the issue and was told that the Best Buy system had a glitch and my gift card was not processed correctly, but I had to wait 24 hours for the gift card to be reloaded before i could reprocess the order.  I was also assured that the order would not be cancelled.  24 hours later, my order was cancelled and the gift card was not reloaded.  I called on-line support again, and was told at that time that the normal time to reload a gift card was 3-5 days, but they would try to expedite.  Agian, this was due to a system glitch and no fault of my own.  Now, after about 4 more calls, i still do not have my gift card replacement and my local best buy is now out of stock on the item i wanted to buy.  After several follow ups and several denials to talk to a supervisor, I am now forced to issue a negative complaint about Best Buy and their inferior customer service.  I cannot understand why, since this issue was caused by Best Buy, that it was not IMMEDIATELY resolved.  Very, very disappointed in how i am being treated.

Posts: 5,177
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Registered: ‎11-29-2016

Re: Customer Service Escalation

Good afternoon, chuckandval,


Welcome to our forums, and thank you for sharing your experience with us.  We always want to make sure shopping with us through is a simple and straightforward process, so I’m sorry to hear your recent experience has been anything but.


In regards to your gift card after your order is cancelled, you should expect to see the funds released back to your card within 30 minutes, as outlined in our Cancel Your Order Help Center article.  With that said, we have seen instances where it can take up to eight days before the funds are available on your card once again.


Since posting to our forums, have your funds returned to your card? 


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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