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New Member
Posts: 4
Registered: ‎03-09-2011

A Horrific Refund Experience with the Fayetteville, NC Best Buy

[ Edited ]

To Whom It May Concern:

I have been working to no avail with the local Best Buy (Fayetteville, NC, Tim {removed per forum guidelines} Specialty Sales Manager) to rectify this issue. On March 13, 2021, I placed an order for a microwave (Order No. {removed per forum guidelines}). The appointment for the delivery/installation of the microwave was scheduled for March 16, 2021. Sammy and Melanie (Sunshine Installs, LLC) came out to complete the install to discover that the microwave was too big to install. While the installers were still at my residence, I placed a completely separate order for a new microwave (Order No. {removed per forum guidelines}). I did not do an exchange.

The installers took the originally ordered microwave that was too big back to Fayetteville, NC, Best Buy, the same day. The following day I contacted Best Buy online to inquire about my refund. I was told that the order was still in “transient,” so until the status was updated, I would not be able to receive a refund. I contacted Best Buy on March 17 and 19 only to be told the same information. On March 19, 2021, I was issued a partial refund for the installation cost. Since I did not receive a full refund, I physically went into the Fayetteville, NC store and spoke with Tim {removed per forum guidelines} (Specialty Sales Manager). Tim printed out a copy of my order. He informed me that customers are responsible for contacting the store to tell them (Best Buy) how they want to have their payments returned. This seemed bazaar to me. Tim attempted to contact the warehouse personnel to no avail. In reviewing my order, Tim pointed out I had paid too much to install the original order and second order. Since the technicians did not have to do any electrical work, I should have selected the installation price for a lesser amount. He also informed me that the install's lesser price was $139 online and $119 in-store. He said he would make the necessary adjustment for the price difference for the installation charges. Tim said he would leave effective that day (March 19) and would ensure my refund was processed on Sunday, March 21, 2021. He said he would contact me once the return was completed. I never received a call from him, nor did I receive a refund for the microwave and installation difference. I attempted to contact Tim on March 23, 2021, twice and received his voicemail each time. I left a voicemail informing him that I had still not received a refund and that he had not honored his word. Sammy and Melanie of Sunshine Installs, Inc came out today, March 23, to install my new microwave. They have been professional throughout this entire process. They have made attempts to resolve this issue by contacting Tim (to no avail) and the Best Buy Warehouse manager. I am requesting full reimbursement for the installation and haul away for order no {removed per forum guidelines}. As an elite member of Best Buy, this experience has been horrific. My family and I have been customers of Best Buy for well over ten years. In the future, Best Buy will not be my first consideration when making appliance or electronic purchases. If this matter is not resolved within the next 48 hours I will be contacting the Better Business Bureau.

 

Respectfully, 

Mrs. Jonette L. {removed per forum guidelines}

 

Posts: 629
Topics: 26
Kudos: 130
Solutions: 29
Registered: ‎02-08-2019

Re: A Horrific Refund Experience with the Fayetteville, NC Best Buy

Hey there, Campj1,

Thank you for taking the time to share your experience with our team here on the Forums, and for being an Elite member. Getting a new microwave should be exciting, and I'm sad to hear about the issues that arose with the return and refund of your original order and service. It is never within our intentions for issues such as this to arise, and I appreciate you bringing this to our attention. 

Since reaching out to us here, have you received any updates regarding your refund? Let me know, as I would be glad to assist however possible!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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Posts: 629
Topics: 26
Kudos: 130
Solutions: 29
Registered: ‎02-08-2019

Re: A Horrific Refund Experience with the Fayetteville, NC Best Buy

Hi again, Campj1,
 

I was wanting to follow up with you regarding this as I will be out of the office over the weekend, but would be glad to continue to assist with this on Tuesday upon my return.

If you have not received any updates on this return, please send me a private message that includes your full name, phone number, and email address, so I can further assist once I'm back in the office. You can send a secure message by using the Private Message button below in my signature.
 

I look forward to getting this taken care of!
 

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎03-09-2011

Re: A Horrific Refund Experience with the Fayetteville, NC Best Buy

Hi Alyssa, Thanks for reaching out. I still need assistance with this matter.

Respectfully,
Jonette
Posts: 629
Topics: 26
Kudos: 130
Solutions: 29
Registered: ‎02-08-2019

Re: A Horrific Refund Experience with the Fayetteville, NC Best Buy

I appreciate you following up with me here! I am disheartened to hear about this, but I would be more than happy to assist however possible. I'll be sending you a private message in a moment to gather the information needed to further assist. I ask that you please keep an eye out for my message.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!