Delivery & Installation

[cdb405]

Back in July I paid $250 plus an extra $99 for a "special over the fireplace" mount to be installed by Geek Squad. The first appointment (of which I had to take the day off of work to be home for) was cancelled last minute. The second appointment was also cancelled (luckily the night before). They then came out for the third scheduled appointment and told me that the mount did not require any special mounts. The installation took them about 5 minutes total. After a couple of days, I noticed that the mount was not quite right, so they came out to fix it.

I called Best Buy to request a $99 refund since the special mount was not needed. Also felt that given they cancelled twice last minute, causing me to lose work, and then messed up the first installation that I deserved a discount on the original payment. After being passed around for 3 hours - I finally spoke to a supervisor who agreed to refund me the $99 for the special mount and an additional $100 for all of the incoveniences. She said they would put it back on my card within the a couple of weeks. As I had just moved into my new home, I honestly forgot about the reimbursement until today. I called - and was passed around again like I am every single time I call Best Buy and told the customer service representative my issue. After much going back and forth she agreed to refund me the money (based upon notes that she finally found from previous phone calls). I then mentioned to her that I had to change my banking card because of a fraud issue a few months back. She then went on to tell me that they could not refund the money then and would instead need to provide me a gift card. Now, I have no intention of ever shopping at Best Buy again after this mess so I mentioned I would like the cash. She once again said, sorry, we cannot do that. I then said fine, but I would like an additional $50 for yet another mess up on Best Buy's part. She checked the "system" and told me she was denied. 

I accepted the $200 gift card but am honestly shocked that a business operates this way. It's been one mess up after another. It seems to me that they simply would have kept my money if I didn't reach out again and furthermore, because they messed up and didn't refund the money when discussed I am no stuck with a $200 Best Buy gift card that I do not want. 

I would like to speak to someone higher up - but am told no over and over again. I truly think I deserve a full refund at this point. I even paid for my own mount separate from Best Buy. I would like an explanation as to why Best Buy has repeatedly lied to me and then has not been willing to fix their mistakes.

I know it does not matter, but I have never once reached out to any company with a complaint in the past. I am just truly blown away that Best Buy is still in business when they treat customers this way.

Thank you.

[Graham-BBY Social Media Specialist]

Hello and thanks for reaching out on our Forums, cdb405.

Getting an install should be easy and we certainly understand your frustration regarding this experience. We would like to look into this further for you.

Could you send me a private message with the following information? You can do this by clicking the blue "Private Message" button in my signature.

• Full Name
• Phone Number
• Email Address
• Order Number

Kindly,

[cdb405]

I sent you a direct message.

[Graham-BBY Social Media Specialist]

Thank you! I have sent you a follow-up to the private message and am currently looking into this for you.

Kindly,

[cdb405]

I cannot mark this as "Accepted", as Best Buy has lied to me numerous times regarding this situation. I am reluctantly taking a gift card that I do not want as I was told by two separate employees that they could not send me a check or reimburse a new bank account, as the bank account that was used at the time of purchase has since been closed down due to fraud. After speaking to my bank - I learned that this is in fact not true, and even possibly illegal. When told that, they agreed to send another $99 check. Why couldn't I just have been reimubursed the promised amount from back in July? It took nearly 6 months and constant prompting for this matter to be resolved. I will never spend money at Best Buy again.

[Graham-BBY Social Media Specialist]

Hello and thanks for reaching back out on our Forums, cbd405.

I would like to look into this further and be sure to get this documented. Due to the time that has passed since we last spoke, could you send me a private message with the following information? You can do this by clicking the blue "Private Message" button in my signature.

• Full Name
• Phone Number
• Email Address

Kindly,