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New Member
Posts: 9
Registered: ‎04-11-2020

Gift card order voided and money never returned to gift card

I want to start off with saying I will never buy another Best Buy gift card again after all of the run around I have been given and now loss of money over it.  I absolutely loved Best Buy until this problem came up.  I found a network attached storage device that I really wanted and I found it on sale.  When ordering I wanted to use two cards to split the payment so I messaged a rep over chat and they told me the only way to do this was to buy a best buy e-gift card then use that along with my other card.  Simple enough- I purchased the e-gift card for $150 and it was issued shortly afterwards.  I went to make my purchase and it errored out.  I did another chat with a rep and he said that he would put the order through and would send a text over so I could complete the transaction.  I got the text, completed the transaction and it appeared to go through.  He messaged shortly there after to say that it errored out again and that the order didnt go through.  He said he would try it again and at that point my gift card showed a 0 balance.  He gave me a number to call to try and get the gift card balance put back on the card because he couldnt do it.  I called the number (waited on hold for over an hour) and they told me there was nothing they could do because I didnt have an order number... which there was no order number because it cancelled out so I didnt have an email or have it in my purchase history.  Before I could say anything else the call dropped.  I called again, this time pressed the button for a call back and I never got one (should have expected that).  The next morning called again (waited a hour and a half) for them to tell me to call another number for the people that handle gift cards because there was nothing they could do.  I called the number and the person told me I had to have the order refunded- which obviously it was voided so I had no order number or anything to go by at which point he told me there was nothing he could do and transferred me back into the eternal holding.  The call dropped after 30 mins so I called back again.  I told the rep that this card never successfully went through on an order and she looked it up finding that what I said was true.  She said the gift card showed the attempts where I tried to use it and it showed a successful transaction but the order was voided.  She said that an investigation would have to be done and that I may or may not ever get the $150 back.  Before she could gfive me a reference number or tell me what I needed to do the call dropped.  Which I find funny because I am asked every time I call to give them my number in case the call drops but I never get a call back when it does.  I am done with the hours long waiting on hold, I have waisted a day and a half on hold for the run around every time.  I am more than angry over this and the fact that I was defrauded of $150.   I want the funds either put back on a gift card or better yet- void the original gift card order which I placed online and just give me my $150 back so I can go somewhere else and order the product (which by the way I found cheaper on amazon shortly there after which was a real kick in the butt to find that).  I think it should be pretty obvious if you see the only transaction the card was used on was voided that I havent used it any other time or received any other products with the value that was on the card.  I am an elite plus member but am pretty much done with the BB credit card or anything else at this point if this is the sort of treatment I can expect when following the guidance I was given by BB reps. 

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New Member
Posts: 8
Registered: ‎04-13-2020

Re: Gift card order voided and money never returned to gift card

Please update if you find any resolution. I'm in the same boat and super frustrated.
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New Member
Posts: 9
Registered: ‎04-11-2020

Re: Gift card order voided and money never returned to gift card

So far I havent heard anything from anyone at BestBuy and I am extremely irritated by it.  I dont have time to sit on hold for days just to explain what happened 17 times and then for them just to pass me off to someone else.  It was a transaction that was processed by their rep!  I understand the situation where there arent as many people working right now but when they have time just to pass you around and do nothing about it after you spent half the day on hold, thats unexcusable.  Bad part is this is apparently something that happens frequently with gift cards.  I wish I had of known that and I would have stayed away from buying a gift card, or better yet, stayed away from shopping with best buy at this point.  I've been passed off to cashstar twice and I might as well have been talking to a fence post.  That guy was absolutely useless and immediately, before I even finished, said I needed to talk to someone else and transferred me.  I just want my money back so I can be done with this and get the item I wanted somewhere else. 

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New Member
Posts: 9
Registered: ‎04-11-2020

Re: E-gift card not refunded after order cancellation

Same here- some help would really be appreciated.

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Posts: 874
Topics: 36
Kudos: 76
Solutions: 84
Registered: ‎10-19-2017

Re: Gift card order voided and money never returned to gift card

Hi there, DMC02766,

 

We see that you've already sent us over a private message with more details. We just wanted to let you know that we will be replying there momentarily. 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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