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Posts: 1
Registered: ‎10-15-2020

Refund Issue

I purchased a Mac Air online in July and the item never made it to my front door. After calling OnTrac, they confrimed the item was lost with me and Best Buy. Come August 4th, I was told that the refund request has been procesed by 'back end team' and that the refund would be processed in one billing cycle. Received statement for August and it wasn't credited to my account. Contacted customer service again on August 27th to follow up. The agent said he had reviewed the order and the refund was processed on 7/29/2020 and that I would receive it that week. Still no refund! Finally had the time to sit and have another chat with a customer service agent on October 15th. This agent decides to tell me that it is MY responsibilty to contact OnTrac to file a calim and get the refund. How in the heck can customer service go from telling me my refund would be issued that week to filing a claim with the carrier? It is frustrating to have a $1022 charge on my card for an item that was never received! An item the carrier and Best Buy had deemed lost. An item that I was supposed to receive a refund for on the week of August 27th, over 10 weeks ago. How can I get this resolved?

Posts: 6,667
Topics: 227
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Registered: ‎08-21-2017

Re: Refund Issue

Good afternoon, MSA3,


Welcome to our community forums. A new Macbook Air is a big purchase and I know I would want to figure out exactly when this refund would be processed. Generally, a refund can take up to one full billing cycle to show on your statement, but typically will reflect in the account sooner.


Because so much time has passed since this refund was processed I'd like to take a closer look and see how I can help you moving forward. I'd like to begin by taking a look at your original order and will need a bit more information to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye our for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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