BestBuy.com

[michellefs]

I purchased an oven on 10/15 and used 4 $500 gift cards and my credit card for the purchase. Your system had an issue processing two of the gift cards so you cancelled the order on 10/17.

We called that day to see what had happened. It took a manager to track that there was a glitch processing two of the cards. We were told to expect $1000 to be refunded as an egift card right away and then the other $1000 would be refunded in 1 to 2 weeks. I have not received the refund.

I have called multiple times and spoken to dozens of different people in the various call centers. I get put on hold, transferred and simply hung up on. No one seems to be able to actually help track what happened to the refund so I just get dumped in a different queue or disconnected.

I have now gotten frustrated enough to contact the local news for help. I just wanted to order the oven and get it delivered before Thanksgiving.

Please help resolve this issue. I am so tired of explaining what happened to customer service agents who give up and just want to get rid of the call.

[michellefs]

It took about 7 hours total, but we finally got help from someone in the geek squad department. We now have a case ID and are told we will get a new gift card issued in 2 - 3 weeks.

It was more of the same until we found that one person who cared and actually helped.

[michellefs]

We called back with the tracking numbers that were set up for each individual gift card.  They told us that those numbers were closed with a note that everything was refunded.

We never received replacement cards in the mail.  We never received replacement card numbers via email.  

Every time we decide to pick this back up again, it's hours out of day on the phone only to end up with frustration and having it still not be resolved.  We're always told that they can't resolve it during the call.  We're told to expect to receive the refund either by email (egift card) or by mail (sending physical individual gift cards).  In either case, we never get the refund.

I'm still without an oven (since October 2019) since $2,000 is tied up in the refund that I can't get back from Best Buy.

[John-BBY Social Media Specialist]

Welcome back to our community, michellefs. 

I think everyone loves gift cards, but I don't think anyone would enjoy the kinds of complications you've described, and certainly not be happy that months have passed after the promise of a resolution. I apologize for our having disappointed you.

I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

• Your full name
• Your telephone number
• Your email address
• Your order number(s) where the gift cards were used
• The gift card numbers (please do not include the PINs)

To send me a private message, please click the button labeled "Private Message" in my signature below. 

I look forward to hearing from you.

[michellefs]

Thank you for the quick reply.  I have answered your questions via private message.