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Posts: 2
Registered: ‎10-05-2021

Appliance purchased July 3,order never delivered,cancelled and refund never received after 3 months

[ Edited ]

On 07/03/21 I have purchased a Best Buy gift card and used it to buy an advertised refrigerator. On the BestBuy site the delivery was shown as early as 4 business days but once purchased the delivery date has changed to Aug 23. As evidence is the recorded convo with the Best Buy rep that tried to find a replacement for it. She encounters the same situation: delivery date changing after check out. I discount my tenats rent and advise that item will arrive later than expected.
I wait until Aug and on Aug 22nd I get a message with a 12pm-6pm delivery window for the item. I take haf a day off work and wait for the delivery. At 5:30ish pm I decide to call BestBuy and confirm the status of the delivery. The rep tells me that we will need to schedule another delivery date. He is looking for available dates and eventualy tells me that next available date for the item is November. Gets uncomforatble and asks if I want to talk to somebody and see if they can find a replacement.
I get transferred and spend the next 2.5h bounced between reps. I eventually have a replacement found and price matched, but because I specifically said I do not have the gift card the rep needs to call another department to transfer the funds from the old purchase to the new one. I repeatedly stated that I only want to cancel the order if we can replace the item. BB rep asks me if she can put me on hold to make a call and after a little while hangs up.
At this point I have spent a total of 9 hours and got nowhere.
I call on 08/24/21 and explain what happened the previous day. The rep sends me to the store to get a resolution and that I should expect a refund in the mail since I dont have the original card. I go to the nearby store and the store manager advises this is an online order and there's nothing she can do.
I wait and after 3 weeks I get Terri {removed per forum guidelines} from corporate thru BBB to call me about this situation. She sais she'll look into it and get back with me. A few days go and nothing. I called and emailed and eventually I get an email stating that I will get a e-certificate in my email in 3-5 days. No appologies, almost like this was all my fault.

Couple of weeks pass and nothing. I see that on the forums there are some helpful moderators that actually do care so hoping for the same.



Posts: 6,667
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Registered: ‎08-21-2017

Re: Appliance purchased July 3,order never delivered,cancelled and refund never received after 3 ...

Hi there, TCO779,


Welcome to our community forums. I appreciate you taking the time to let us know about your experience with this purchase. I know that any time without a major appliance is a huge inconvenience, especially something as important as a refrigerator. I know if I were in your position I would want to get this gift card replaced as quickly as possible and I'd be glad to see how I may be able to assist you.


Using the information associated with your forum account I see that you have been working with one of our Executive Support Specialists. Please continue to work with them towards resolution.


Don't hesitate to let us know if we can assist you with any unrelated matters!

AndrewB|Social Media Specialist | Best Buy® Corporate
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