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Posts: 1
Registered: ‎12-23-2020

Refund not given

So I have been given the runaround between the online chat/phone support and my bank. So originally I had purchased a tv on October 27th. On October 30th I had called to do a return and exchange for a different tv that was more expensive. I paid the difference over the phone and noticed a few minutes after I had recieved the confirmation email that my order was cancelled and would be refunded the difference. I called back and explained what happened and another agent had tried to process it again and the same thing happened (confirmation email and then a cancellation email). On November 2nd, I had tried again but purchased a cheaper tv and got the difference from what I originally paid within 2 day. However, I never got the refunds for the cancelled orders. I tried disputing the charges with my bank but it got reversed and was told to call the Best Buy. I've been given different information between the online chat and the phone support and I just want my money refunded back. Help.

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Refund not given

Hi, charlayyzard!


Thanks for reaching out to us on the Forums! We want our Return & Exchange Promise process to go as smoothly as possible, and I'm sorry to hear that hasn't been the case here. I can understand your concern in needing these funds! 


It sounds like the cancelled orders didn't go through, and you may have seen an authorization hold. An authorization hold will be placed on your credit or debit card when you place an order. Your account will not actually be billed until your order is shipped or picked up at the store.


If you still need help with these orders or are still awaiting your refund, I'd be happy to take a closer look into this and see how I can help. Please send us a private message with your full name, email, and phone number and I can get started.




Meg|Social Media Specialist | Best Buy® Corporate
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