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New Member
Posts: 4
Registered: ‎06-17-2022
Accepted Solution

Order canceled, EGift card not refunded (SINCE FEBRUARY)

[ Edited ]

Hello, I have run out of options and I dont know where to go.

 

I made a purchase on 2/11/22 for $2392.49 ($1892.49 on Best Buy credit card and $500 on an EGift card).

 

There was some error with the order and it ended up being cancled. My BB Credit card was refunded, but the EGift card was not. I've called somewhere around 70+ times. I've spent over 36 hours on the phone (the first two weeks I didnt keep track of the time and it was easily over 20 hours). I've called 3-4 different numbers, but the bulk has been the EGift card CS (888-716-7994) and BBYCS (888-237-8289). I've been told that I would have the balance returned (more than a dozen time), a new replacement card would be mailed to me (around 8 times). I've been promised promotional credits upwards of $50, a 20% off promotion for my issues etc etc. 

 

This started trying to get my gift card fixed over six months ago and I've just about given up. I mean I've even put in a complaint with my credit card I used to purchase the EGift card to get it refunded, but since the original purchase went through and the card was used (thats not the issue!) I cant get it refunded.

 

The issue seems to be that after the original cancelation that the $500 EGift card refund was on HOLD. I was told this many many times. Each time a case number was made and the 'back end' team would fix it. Every time I call the new person assisting me says the case # was put in wrong and they would put it in right. The first three months they couldnt even tell me a reason as they didnt know why it wasnt refunded. Each customer service told me to call the other to have it resolved because they cant help me. BBYCS would say the balance of the card would be fixed by the EGift card people. The EGift card people kept saying the refund needed to happen first before they could help! As I said we know its on HOLD but still. I've even gone to the physical store to talk to the store manager with all of my notes (proof of calls etc)

 

It still hasnt been fixed to date. The two most recent cases created for the 'back end team' were {removed per forum guidelines} on 6/10 and {removed per forum guidelines} on 6/13.

 

This is just out of hand and I'm losing my mind. How much patience should I have? The $500 is a significant amount of money to me, and i've also lost out on the other promises of promotional credits and discounts in addition to losing out on the sales I wanted to use the refunded card for! This is all on top of the INSANE number of hours I've spent on the phone over this. I have pages and pages of notes Ive taken while on the phone (case numbers, time spent on phone, rep promises, rep names, issue rep stated was wrong etc etc) and you're my second to last hope, my last hope being small claims court or something crazy. I dont want to do that, I just want help =(

 

Please, can a customer service rep on here help me out? Toss me an email/message and I can provide the purchase/order number, gift card number, and tracking and proof from my ATT account for the phone call logs and times. I just want the card balance to be fixed. I'm 99% sure that not a single one of the promises of promotional credits and discounts will be honored, but my lost helplessness has almost become certain.

 

Thank you,


Don

New Member
Posts: 4
Registered: ‎06-17-2022

Re: Order canceled, EGift card not refunded (SINCE FEBRUARY)

I want to try and get this resolved soon. My wifes birthday is on July 1st and I want to buy her one of those countertip nugget ice machines. 

 

After a long time reviewing models and the like I found just the one I like. The GE Profile - Opal 2.0, and funny thing is they have the same one at Costco with a larger side tank for $50 cheaper! This is the first big ticket item she's ever asked for in 16 years of marriage. I don't have the money to purchase it otherwise. I've all but given up on the $500 and honestly just want to be able to give her a gift she has been wanting since I've met her. I really want to have this resolved in time for me to be able to purchase one for her birthday (Yea, I know unlikely!). So 100% honesty here, people please help me out! =(

Social Media Specialist
Posts: 142
Registered: ‎10-12-2021

Re: Order canceled, EGift card not refunded (SINCE FEBRUARY)

Welcome to the Best Buy Forums!

 

Hi dokiardo! I appreciate you taking the time to reach out to us regarding this matter. I completely understand that waiting a long time for a refund can be frustrating. I can absolutely take a look into this for you. 

 

 Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you.

 

Sincerely,

Kadian|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎06-17-2022

Re: Order canceled, EGift card not refunded (SINCE FEBRUARY)

Private message sent. Where can I expect to hear a reply from?


Thank you,

Don
Social Media Specialist
Posts: 142
Registered: ‎10-12-2021

Re: Order canceled, EGift card not refunded (SINCE FEBRUARY)

Hi Don! Your message was received, sorry for the late reply I was out of the office. Thanks for providing that information, I will be looking into this for you. 

Kadian|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎06-17-2022

Re: Order canceled, EGift card not refunded (SINCE FEBRUARY)

Rep handled it so quickly it is astonishing. Thank you!