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Posts: 1
Registered: ‎04-06-2021

Order never received and no refund issued yet

I placed my order for a sony vizio soundbar with a 4 year geek squad plan on March 14th 2021. I received notice that I would receive my order by March 17th via UPS. On March 17th I received another notice stating that my item was being sent back due to shipper's request. On March 17th 2021 I made contact with customer service online and was told by one of the agents that they would send an email to the back end and I should still receive my items the same day. March 18th still no soundbar. I made contact again on the 18th and was told by a different agent that the items were being sent back to best buy and I had to wait for them to receive the items back before a refund would be issued back to my original payment method. I have made contact via online for the status of my refund numerous times since then and have only received back part of my monies which is the $19.99 for the geek squad protection. Also the geek squad protection had been activated on March 15th which is strange since I never activated it due to not receiving the order. I received a email April 5th stating that my order was to be refunded but no date as to when. Another thing I noticed when accessing my account order numbers have changed from online order which was the original method to a store receipt. I have had the worst experience in my life with this whole situation from best buy I have never purchased a product wait for it to be delivered and the day it is to be delivered it is sent back to the company from the carrier and then I have to chase my refund down. I am going to file a complaint with the FTC about this because it is ridiculous and unacceptable. Customer service is a joke and does not help people.

Posts: 4,654
Topics: 50
Kudos: 499
Solutions: 280
Registered: ‎11-29-2016

Re: Order never received and no refund issued yet

Good afternoon, geebee1284,


I appreciate you reaching out to us through our Support Forums, although it is disappointing to hear your visit isn’t under more fortunate circumstances.  From what you’ve described, this is certainly the experience we’d hope to avoid when shipping orders to our customers, so I can’t say I blame you for your frustration up to this point.


You mention your order was refunded yesterday, so it does sound like the funds should be on their way back to your account.  The time it takes these funds to hit your account can vary depending on the bank or credit card company associated with your method of payment, as outlined in the terms of our Return & Exchange Promise.


If you’re still not seeing your refund as of yet, I’ll be happy to take a closer look into your order and offer any additional assistance I can.  For me to do so, I’ll just ask that you use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


This should be enough information for me to begin my research.  As mentioned, be sure to use the blue “Private Message” button in my signature to keep this private information out of the public view of our forums, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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