11-23-2022 10:51 AM
I had placed an order for a laptop (my very first BestBuy order) which was Open Box-Excellent condition which was on a Black Friday deal last November 1. I received the laptop on the 4th, and was only able to inspect it the next day. When I did, I saw that the screen was irreparably damaged, and dont get me started on the dirtiness of the item as well as some scuffs on the outside of the chassis. Like New it is not.
I didnt want to get a refund and would have been happy with an exchange, so, I reported this issue via Phone Support on the 6th, and they initiated a replacement with expedited shipping, which was expected to arrive on the 9th. I checked with Chat Support daily on the status of the replacement as no tracking number appeared but was assured it would arrive on time. Reason I was worried was I would be travelling out of the country on the 12th and really needed it to arrive on time.
Fast forward to November 9 --- I get a notification that it is delayed. Chat support said it should still arrive within 24-48 hours, but after a couple of days, they changed their tune and said it was "on hold" and wasn't sure why. Called Support again on the 11th as I was sure it was not gonna arrive when I needed it to, and they were willing to provide a refund as recompense for my troubles. Ok, it is what it is, I thought.
10 days later, still no refund and when I contacted support, they said that the refund is also "on hold". They said they'd handle it, but, then, I get an email basically saying no go. Now, support is saying my only option is to return the item. Even the previous replacement option is now no longer possible.
Its been quite a bad first time experience for me and support has not been helpful.
I've sent a Private Message to one of the Admins here, but based on my experience, I'm probably just stuck with a bad laptop now. Sad.
Solved! Go to Solution.
11-23-2022 11:30 AM
Thank you for reaching out to us here on our Forums although I wish it was under better circumstances. We strive to provide the best customer service possible. I'm sorry to hear that your experience so far has not been satisfactory. Getting refund should be a quick and easy process I know I have had some of my returns delayed so I can understand how you are feeling. I would like to see if I could be of any help in this matter. If you please could you send me a private message with your full name, phone number, and email. To send a private message simply click the button to the right of my signature.
11-25-2022 12:21 PM
I have gotten no help on this from this forum. I was asked to reach out to a Supervisor but Phone support is denying me access to a supervisor. JEzra-BBY said there is an OPEN case with this item but support said there is NONE.
BestBuy with the classic jerk around until you give up.
11-25-2022 12:53 PM
Thank you for reaching out to us here on our Forums. Thank you for your reply and that update. We always welcome feedback from our customers as we are always trying to improve. You can always post any ideas or concerns you may have at Best Buy, at the bottom right corner and click “give feedback" and select "other" from the drop-down menu. You can copy and paste this conversation in the text box. Comments posted there do get reviewed and considered. Thank you for your time.