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Posts: 1
Registered: ‎01-25-2023

Purchase refund issues

At Christmas my wife and I bought our kids iPads, cases, and one of them an ipencil.
The first package arrived and my wife got the package from the delivery person, opened the box and it was nothing we had ordered, it was a pair of Nike black socks. You can imagine the frustration and disbelief since Best Buy doesn’t even sell this item. She sent me a picture and I immediately contacted customer service. For some reason I couldn’t pull up the tracking information to see what was supposed to be in the box. After being on hold for an obscene amount of time, I finally spoke to someone who told me it was supposed to be one of the iPads. They told me to package everything back in the box, they would email me a return label, and to send the contents of the package back. Once the items were received they would send out the correct items.
The next day, a shipment was received of the second iPad and a cover.
The following day we received the other cover.
The 23rd of December we got an email stating that our order for the replacement iPad had been cancelled. Mind you our credit card had already been charged for the full amount of this iPad and paid for.
A phone call was made to customer service and we were told an investigation was under way but they would issue a refund to us for the amount. It would take 10-14 business days.
Those 10-14 business days came and went and nothing.
Another call was made to customer service and we got the same story. A credit will be made but 10-14 business day until we saw anything on our end, again nothing.
We made another call and were told we needed to contact local law enforcement to file a theft report because there was nothing they could do for us at this point.
Mind you, there is nothing criminal on our end that would warrant us contacting law enforcement. My wife received the package from the delivery driver, it never sat on our porch. If there was any mishandling of the package it happened while in Best Buy’s hands and was not our responsibility.
We have been left paying for a product we never received and left without giving one of our children their biggest Christmas gifts.
Not sure how this company believes this is good practice since we have done everything they asked us to do and they still charged us for a product we never received.
Our next step will be contacting the better business bureau to file a complaint.
Posts: 145
Topics: 0
Kudos: 16
Solutions: 9
Registered: ‎12-07-2021

Re: Purchase refund issues

Hello, Pdx47,


Thank you for reaching out to us here. I know I would feel receiving an incorrect item, and would be happy to take a closer look into this with you. To get started, please send me a private message with your full name, phone number, and email by clicking the blue private message button to the right of my name below. I look forward to assisting you.



Brandon|Social Media Specialist | Best Buy® Corporate
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