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Posts: 1
Registered: ‎01-11-2021
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Need help cancelling an order. I've paid twice now!!

[ Edited ]

I've exhausted myself trying to get someone on the phone to solve this issue.  This is my last hope.  Below is a transcript of the latest discussion with Best Buy Customer service (this is after 4 phone attempts). The agent claims that everything is taken care of but I never received an email confirmation, I still do not have a refund, and the order status is still asking me to schedule delivery.

 

  1. 11:19 a.m.

William Q:

Connected with a live agent.

  1. William Q:

Thank you for choosing Best Buy, my name is William Q. How may I assist you today?

  1. 11:19 a.m.

You:

Hello, I purchased a dishwasher on Dec 7 (Order #{removed per forum guidelines} however the installation team was not able to install because the model did not match up to my existing plumbing.

  1. You:

At the suggestion of the installation team, they did not unpack the dishwasher and instead put it back on the truck and the order was requested to be cancelled.

  1. You:

I have since ordered another model from Best Buy and that has been delivered and installed.

  1. You:

. I have contacted Best Buy 3 times attempting to get the original order cancelled and each time I receive follow up emails indicating that I need to schedule a delivery and the order has not been cancelled.

  1. You:

At this stage I have now paid Best Buy for 2 dishwashers and I am getting frustrated that I cannot get the first order cancelled. I am unable to cancel online so I am hoping you can assist.

  1. 11:21 a.m.

William Q:

I am sorry to hear that. I understand your concern.

  1. William Q:

May I have your order number and phone number?

  1. 11:22 a.m.

You:

{removed per forum guidelines}

  1. You:

608-438-8238

  1. 11:23 a.m.

William Q:

Thanks for the information. Please give me 3-4 minutes to check the details.

  1. William Q:

Thanks for staying online.

  1. William Q:

As I check with the details, your order has not cancelled it is been in transit.

  1. 11:31 a.m.

You:

Yes, there seems to be some difficulty getting it out of transit so it can be cancelled.

  1. 11:31 a.m.

William Q:

As I check it has lost in transit.

  1. William Q:

In this case i would like to suggest with two best possible resolutions that is reship and refund.

  1. 11:33 a.m.

You:

okay, I certainly don't need a second dishwasher so can we refund?

  1. 11:33 a.m.

William Q:

Ok. I will imitiate the refund.

  1. William Q:

Sorry initiate

  1. William Q:

Is this one you want me to initiaite the refund, Whirlpool 24 Tall Tub BuiltIn Dishwasher Monochromatic Stainless Steel

  1. 11:35 a.m.

You:

yes

  1. 11:35 a.m.

William Q:

Ok. Please give m3 3 minutes.

  1. 11:36 a.m.

You:

That order with the installation totaled $709.97

  1. 11:36 a.m.

William Q:

ok.

  1. William Q:

I will initiate only with dishwasher amount %519.99

  1. 11:39 a.m.

You:

What will happen with the $159.99 installation fee? There was no work performed.

  1. 11:40 a.m.

William Q:

I will initiate the amount.

  1. 11:43 a.m.

You:

thank you

  1. You:

Is there anything more I need to do? Will I receive a confirmation of the refund or some sort of tracking number?

  1. 11:45 a.m.

William Q:

Welcome.

  1. William Q:

You will receive an email. '

  1. William Q:

I have succesfully initiated the refund amount of $709.99 to your account which will be reflected in one billing cycle.

  1. 11:47 a.m.

You:

Thank you for your help!

Posts: 644
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Need help cancelling an order. I've paid twice now!!

Hello, mwisinski,

 

Thank you for reaching out. While we are always delighted to hear from our customers, this is not the type of experience we would want to provide. It is clear you’ve been in touch with one of our support teams. If you’re still receiving notifications to schedule your order, this is something we would like to investigate. If further action is required, we will do all we can to help.

 

To get started, we will need to gather some information. Please send a Private Message with your full name, email address, and telephone number. Once received, our team will be permitted access to your order history.

 

Sincerely,

Sarah|Social Media Specialist | Best Buy® Corporate
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