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New Member
Posts: 5
Registered: ‎06-08-2020

Order cancelled and gift cards not refunded

Hello, I made a purchase over the Memorial Day Holiday weekend on 5/23/20.  There was a hold “waiting for authorization” on one of the gift cards so I called customer service and after waiting a day they told me it would be quicker to cancel the order and place the order again. 

 

I cancelled the order, and ever since then the gift cards I was using show a $0 balance.  I called and they said it would take 24 hours.  The next day still no refund so I contacted support again, and this time was told the refund could take up to 48 hours.

 

Again, I waited for 48 hours and still no refund. I called again and the customer service agent then told me that the refund would have to come from the original source who issued the card.  I then called CashStar and they informed me there is no way they would handle the refund.  He directed me to the terms and conditions from Best Buy where it states the refund will be refunded to the gift card within 30 minutes to 24 hours.  At this point it has been 17 days and over 10 business days and still the gift gards show a $0 balance. 

 

Can somebody please help expedite my refund? I do not want to call customer service again and get another excuse or hear them point the finger at someone else.  According to the Best Buy terms and conditions, I should have received my refund within 30 minutes to 24 hours of my order getting cancelled.  I even have a case number to price match the item to the sale price, but I can not make the purchase until the gift cards are refunded. Please help.    

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Posts: 598
Topics: 22
Kudos: 119
Solutions: 26
Registered: ‎11-23-2018

Re: Order cancelled and gift cards not refunded

Hello, prod000, and welcome to our online community!

 

Thank you for reaching out to us through the forums. As you can tell, we are a little backed up on inquiries, and I apologize for this delayed response. Regardless, we want to make sure you receive the support you've been searching for with your recent order.

 

That is a long time to wait for a gift card refund, and I can definitely understand your concern here. I hate to hear you've been given the runaround with this, and I'm happy to look into your purchase and account if you're still in need of assistance.

 

Can you please clarify if this was a physical gift card or an e-gift card?

 

All the best,

 

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-08-2020

Re: Order cancelled and gift cards not refunded

There were a total of (4) separate e-gift cards.

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Posts: 598
Topics: 22
Kudos: 119
Solutions: 26
Registered: ‎11-23-2018

Re: Order cancelled and gift cards not refunded

Got it.

 

Can you please send me a private message including your full name, email, phone number,and cancelled order number? You can find the blue option to message me to right of my name, below.

 

Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-08-2020

Re: Order cancelled and gift cards not refunded

Is there any update on this issue?  Can anyone help me please?

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Posts: 2,337
Topics: 96
Kudos: 253
Solutions: 108
Registered: ‎10-19-2017

Re: Order cancelled and gift cards not refunded

[ Edited ]

Hi, prod000,

 

Thank you for your message! Andrew is away from his desk, but I’m glad to step in for him. While I know waiting isn’t ideal, we are still needing more information from our internal partners. I certainly hear where you’re coming from that cancelled orders typically refund within about 30 minutes. Obviously, it has been well past that normal time frame, so we are looking into what may be possible going forward.

 

Once we have more information, either Andrew or myself will get back to you. Thank you so much for your patience in the meantime.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-08-2020

Re: Order cancelled and gift cards not refunded

Thank you.  I know it has only been a month, but I was worried I would hear that too much time had passed.  I appreaciate you looking into this.  

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Posts: 2,337
Topics: 96
Kudos: 253
Solutions: 108
Registered: ‎10-19-2017

Re: Order cancelled and gift cards not refunded

[ Edited ]

Good morning, prod000,

 

I hope you had a good night. I’m reaching out this morning with good news. I’m seeing that our support partner was able to get the funds back to your gift cards. While it took longer than I would like, I’m glad that this has now been fixed so that you can use your gift cards. I don’t anticipate further issues, but please do let me know if you have other questions or concerns in the future.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎06-08-2020

Re: Order cancelled and gift cards not refunded

Kayla,

 

I appreciate all your help.  I just checked and the gift cards have been refunded.  Thank you so much.  

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Posts: 2,337
Topics: 96
Kudos: 253
Solutions: 108
Registered: ‎10-19-2017

Re: Order cancelled and gift cards not refunded

Hey, prod000,

 

That’s awesome! It’s totally my pleasure to help, so I’m glad you took the time to let us know what was happening. If anything else comes up in the future, you know where to find me.

 

Cheers,

Kayla|Social Media Specialist | Best Buy® Corporate
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