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New Member
Posts: 6
Registered: ‎11-21-2022

Formal Complaint Regarding Gift Card Refund

[ Edited ]

Hi,

 

I would like to file a formal complaint with Best Buy regarding your company not resolving my issue and for not reimbursing me the $550 in gift cards that did not work. Below is a summary of what happened.

 

I attempted to purchase a refrigerator on bestbuy.com last monday using a total of 7 gift cards, however I received an email that three of my gift cards failed authorization. I have since cancelled my order since three of my gift cards were not working properly. Based on the web site, it appeared that four of my gift cards went through properly originally and after I cancelled my purchase the four had the full balances refunded properly. However, three gift cards have not had their balances restored and are showing a zero balance despite my order being cancelled. I need your help with this.
 
I called several different best buy numbers, and spoke to around a dozen representatives. The first one for customer relations who told me that i needed to call the gift card department and they could refund the amounts back on my gift cards. I then called the gift card department, and the representative I spoke with said that the customer relations team could handle this. I was very frustrated since i was being bounced back and forth and requested that a manager call me back. No manager has contacted me and I am very disappointed. 
 
I was able to finally get a representative named Sarah who said she would be able to assist. She said she submitted a request to get the gift cards mailed to me and that i should receive an email confirmation in 48-72 hours with information. She told me that if i did not then I should call back. (Of course- I did not receive anything). Here is that reference number:

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she provided me with.
 
I called back today and got transferred around- I requested to speak to the representatives supervisor since he was not helpful at all. I got bounced around again- your gift card department is absolutely horrible.
 
Please review this and let me know what can be done to put the balances back on my gift cards- or if i need to be issued new gift cards for the amount that is fine too. If I do not recieve a resolution timely- I will look into filing a complaint with the BBB and posting additional reviews about my situation online- this is unacceptable.
 

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New Member
Posts: 6
Registered: ‎11-21-2022

Re: Formal Complaint Regarding Gift Card Refund

Quick update- I was able to purchase the refrigerator later that Monday using my valid gift cards. As a resolution, I would like to have the $550 in gift cards refunded to my credit card used to complete the transaction. So essentially no additional gift cards would need to be re-sent to me, but best buy would refund my credit card $550. Let me know if this is an option. thank you.

Posts: 393
Topics: 5
Kudos: 20
Blog Posts: 1
Solutions: 11
Registered: ‎10-10-2012

Re: Formal Complaint Regarding Gift Card Refund

Hello, abethouin and thank you for sharing this experience.

 

I can understand your frustration, especially when you're trying to purchase something you really want.  When communications break down it leads to an overwhelming amount of  disappointment.  Can you please send me a private message with your full name, email address and phone number?  There are some points we need to explore which will require personal information that can't be share on a public post.

Derald|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎11-21-2022

Re: Formal Complaint Regarding Gift Card Refund

Can I have someone review this? I am just getting automated responses from Derald and I do not think he has actually reviewed my messages as he is messaging me questions that I answered in my post.

 

 

Member
Posts: 11
Registered: ‎11-24-2022

Re: Formal Complaint Regarding Gift Card Refund

I have had the exact same experience with the exact same issue. It’s not only frustrating but also unethical. The company is essentially stealing from its customers by both getting this resolved. Let me know if you have any luck.
New Member
Posts: 6
Registered: ‎11-21-2022

Re: Formal Complaint Regarding Gift Card Refund

@Tcraig135 Agreed. If I don't hear anything from Best Buy shortly, I'll file a complaint with the BBB and I'll consider litigation. This is absoultely ridiculous and I'm questioning if I should ever be a Best Buy customer in the future.

 

@Derald-BBY Can we get an update on this please?

Member
Posts: 11
Registered: ‎11-24-2022

Re: Formal Complaint Regarding Gift Card Refund

Consumer Affairs might be worth us looking into as well.
Posts: 393
Topics: 5
Kudos: 20
Blog Posts: 1
Solutions: 11
Registered: ‎10-10-2012

Re: Formal Complaint Regarding Gift Card Refund

I'd also like to know if you still have the physical cards.

 

Derald-BBY

Derald|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 11
Registered: ‎11-24-2022

Re: Formal Complaint Regarding Gift Card Refund

I finally got this resolved.
Posts: 393
Topics: 5
Kudos: 20
Blog Posts: 1
Solutions: 11
Registered: ‎10-10-2012

Re: Formal Complaint Regarding Gift Card Refund

Excellent and thank you for the update.  Have a great holiday season.

 

Derald-BBY

Derald|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!