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Posts: 3
Registered: ‎12-31-2020

Waiting over 4 weeks for refund!!!!

On 12/2 after having 1 defective computer sent, 2 more "shipped" but never actually shipped, BB agreed for me to purchase another computer (same model as previous 3), now at full retail price & expedited shipping, and BB agreed to refund the expedited shipping, the differnce between sale price I origianlly purchased it & the current full price, and addtional discounts for all the trouble so far.  The the exact refund amount was calculated and agreed with CSR, and gave me a case number for refernce.  Today, 12/31, still no refund.

On top of that, CSR confirmed cancelation of second computer order (was never recieved by UPS a week after supposedly "shipped"). It was oringinally canceled by a diff CSR, a few hours earlier when computer 3 was ordered with same day delivery, but BB canceled order #3 a few hours before promised delivery time.

A couple days later the cancelation still was not showing up on my BBcom order page so, I called and a 3rd CSR confirmed it was canceled. A couple days later, it turns out BB never canceled order #2, and sent me ANOTHER  replacement computer.

On top of that, BB never refunded return of first defective computer (which happened to be an open box computer listed as EXCELLENT CONDITION). They said they never recieved it.  I said I have proof of delevery from 4 days prior. They asked for tracking number, which I gave them, and CST said they had no record of the tracking number.  THIS WAS THE LABEL BB SENT ME!! Fortunately, I kept a copy of the label, along with 2 references number on the label.  A few days later BB FINALLY did a "manual" refund for the return computer they lost rack of.  Had I not kept a copy of the label I would have been screwed out of $500 by BB.

To date, I have 4 case numbers over this one computer that has been "shipped" 5 times. I have spent over 12 hours on the phone.  On 12/11 a CSR gave me the 4th case number, escalated it, and PROMISED that a BB representative would contact me within 48 "business hours", also explaining what "business hours" actually meant. As of 12/31 no BB representative has contacted me (it has been over 200 "business hours" since I was promised a call that never came) 

Up to this point, all the CSRs I spoke to were great.  They were amazed I have been so patient, kind, and respectful to them (after all, I knew they were trying to help me, despite how bad the company has been so far)

On 12/18, I cantacted BB again. This CSR gave me some giberrish about "5 billion cycles" need to complete before a refund could be issued.  She also said the the other 3 reps who cancelled and confirmed the second order had NO AUTHORITY to cancel or confirm the cancelation of order #2. At this point I started getting angry, and got off the phone before I started yelling at her. Someone from BB has obviously been lying to me, and I suspected it was the CSR from 12/18.

I have kept detailed recorded of the CSRs I spoke with, the dates and thier names. (I am not going to call out the CSR from 12/18 on a public forum... AlI I will say is her name started with "O")

I have filled a complaint with the BBB over 2 weeks ago and have not gotten any responce from the company as of 12/31. (BTW, for those who don't know Best Buy has a 1 out of 5 rating with BBB with over 4000 complaints in 2020 (I wonder why???).  I have also submitted a complaint for fraud with the FTC.

BTW, the first order of this computer was Nov 22.  Over 7 weeks later, still fighting with BB

Posts: 5,832
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Registered: ‎08-21-2017

Re: Waiting over 4 weeks for refund!!!!

Hello, Davidbl,

 

Thank you for taking the time to reach out to us here on our community forums and providing this timeline of recent events. We strive to make the online ordering process as smooth as possible and it sounds like we fell short in this situation. I would be glad to see how I may be able to help you get this back on track.

 

I'd like to review your previous case and order history to see how I may be able to best assist you moving forward. I will need some more information to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Case numbers

 

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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