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Posts: 1
Registered: ‎02-09-2021

A Horrible Experience with No Resolution

I placed an order on 12/22/2020 for a television, as well as installation services with the necessary behind the wall supplies.  In the end I purchased 1 TV, 3 behind the wall kits, and selected mounting and behind the wall installation for 3 televisions (2 we already owned).  They were unable to provide us with an appointment for delivery and installation until 1/5, and in the interim we decided we did not want to mount the 3rd TV, nor would we need behind the wall installation for the 2nd.  I called Best Buy prior to the delivery and install appointment to have these services removed from my order, however i was told to simply let the technician know the services that were not desired at the time of appointment as well to give them the equipment back for return that would no longer be needed (2 behind the wall installation kits).  When the technicians arrived for the appointment on 1/5 i informed them of our decision to only have 2 TVs mounted (the new one and one we already had) and that only the new TV would need the behind the wall installation (even though we had paid for 3 behind the wall installations).  All in all, we paid for 3 mountings, (only 2 of which ended up being performed), 3 behind the wall installations (only 1 of which ended up behind performed) as well as accompanying hardware for the behind the wall installations (only 1 kit ended up being needed).  The technician assured me that what they entered on their end would reflect what was performed and what was not, and thus we would be issued a refund for services that were not performed.  I also attempted to have him leave with the 2 behind the wall kits that we no longer needed, but he said it would be too much of an inconvenience for him to have to return to the store, so i would have to (mind you I am pregnant, it is the middle of a snowy NY winter, and we are amid a pandemic).  So i did just as i was told, i went to the closest best buy store to return the 2 kits for which i was properly refunded.  I asked them about refunding me for the services that were not performed and they said i would need to contact the geek squad...which i proceeded to do over the next month...6 different times!  Every time i spoke with someone i was told something different: "It would be taken care of," "there is no record of my call, but it would now be escalated," "the 3rd party installer will be in touch with you," "expect a call back in 36 hours from the warehouse," "expect a refund in 24-48 hours,"etc. etc. never with any credit or any resolution.  I was at my wits end when i called during my lunchbreak today to see what could possibly still be the holdup over a month later...and the response that was given to me today was the most ridiculous response i ever could have expected...After speaking with one representative who informed me the escalation never made it to the department it needed to following my previous call on 1/20, so essentially we were starting from square 1, i asked to speak with a manager as i was not hanging up the phone this time without resolution and my refund.  I had been on the phone for an hour and thirty five minutes before a manager came on.  We went through everything and he informed me that the only way for me to receive my $163.15 refund would be to take pictures of the services that DID NOT HAPPEN (Ttell me how i am supposed to take a picture of something that doesn't exist?!) and bring those pictures IN PERSON to the closest best buy store.  I informed the gentleman that there was absolutely no way my i was dragging my 6-month pregnant self in between numerous snow storms amid a covid19 pandemic to a best buy store (AGAIN) to provide pictures in lieu of simply emailing them to him or someone from his department.  He assured me this was the only way i would receive a refund for services that were NOT performed.  Yes, again, he wanted me to HAND DELIVER PHOTOGRAPHS OF SOMETHING THAT DID NOT EXIST in order to receive back funds for services that were not performed.  I told him there was no way that was happening and at that point his only solution would be to provide me with a gift card as a "make right" for LESS than the value of what i was owed.  I told him, hey, you should absolutely be offering me a gift card as a courtesy for the fact that i had spent countless hours on the phone with a company simply for adhering to the procedure i was told to enact in order to receive a refund in the first place, but that in no way should replace the full refund i was rightfully owed as a customer...a GREAT customer i might the last 10 years i have purchased anything and everything i could from Best Buy, complete with added installations: Washer, Dryer, Refrigerator, Stove, Dishwasher, Microwave, Computers, Countless TVs, etc...Long story short, i have a gift card coming my way in 10-15 business days and no refund to speak of.  I am so disheartened by this experience i am at a loss for words...the thought of having to spend the gift card and give best buy any more business at this point after how i was treated is so frustrating, but i guess it's the only way i'll ever get my money back?

Posts: 5,682
Topics: 187
Kudos: 509
Solutions: 268
Registered: ‎08-21-2017

Re: A Horrible Experience with No Resolution

Good afternoon, ecpanettieri,


Welcome to our community forums. I appreciate you taking the time to write to us and let us know about your recent experience with this purchase and installation. Getting a new TV should be an exciting event so I can understand your frustration to receive a refund for the services that were not completed. I would be glad to see what options we may have to assist you with this.


I'd like to start off by reviewing your previous case history as well as your order. I will need some additional details in order to get this process started. 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 on the blue button at the bottom of this post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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