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Posts: 2
Registered: ‎03-10-2020

Stuck in a black hole - Best Buy cannot figure out how to process my Return/Exchange

I have been through this same story with reps 6 times since February 25th.  Each time I spend 30 min to 1 hour on and off hold with one of their reps.  Invariably, the rep is extremely apologetic, but they need their supervisor (who is NEVER available) to take forward an in-time investigation with Best Buy corporate.  Each time the rep PROMISES they will handle my call differently than the previous reps and PROMISE a call back.  Every single time I get nothing.  I've allowed 3 different "24-48 hour response windows" from Best Buy Corporate to come and go, and nothing has been addressed.  Zero feedback whatsoever.  


I purchased a 65" TCL TV which was delivered February 21st.  The TV was for a lounge at a non-profit counseling center in Los Angeles.  After seeing it in person, it was decided the TV was too large.  I called Best Buy Customer Support to request an exchange (for a 55" LG).  The second rep I spoke to said it would be no issue and that they could schedule the pick-up/delivery exchange for February 25th.  I got a reciept confirming the transaction emailed to me while I was still on the phone (we were reimbursed $28 because the LG was cheaper than the TCL) and that was that.  


The agreed to delivery date came and went.  No TV was delivered, no TV was picked up.  I called the support line again, they said that they see the transaction was processed, but that it was canceled (no one seems to know why).  They are showing that the TCL TV was returned to a store in Minnesota... which is ridiculous because I live in California and the 65" TCL is still in my office.  They can see that the LG was never delivered, but can't do anything about it because the order was canceled DESPITE the transaction being processed (which I have an email reciept for).


Every single rep I have spoken to genuinely believes that they are the one that will fix the situation.  Without fail, after 30-60min of being placed on and off hold, they tell me that it needs to be kicked up to corporate and that their supervisor will be getting back to me right away.  The 4th time I had this call, the rep confirmed that they saw no reps opened an "in-time investigation" despite being assured over and over again that they would.  


I'm completely stuck here. I feel like a fool for using Best Buy instead of Amazon.  I just want this nightmare to be over and for someone to pick up the TV that I supposedly took to Minnesota and returned. 

Posts: 7,191
Topics: 116
Kudos: 236
Solutions: 394
Registered: ‎12-23-2016

Re: Stuck in a black hole - Best Buy cannot figure out how to process my Return/Exchange

Hello, nfisher90019,


Thanks for joining the Best Buy Community forums. I appreciate you reaching out on this, and your patience in trying so many ways to find a resolution.


I'd like to try my hand at it and see what we might be able to do to assist in getting you the right television. To get started, I'll need your name, email address, phone number, and order numbers. 


Because your privacy is important, please send those details over to me through a private message by using the link in my signature below this post.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-10-2020

Re: Stuck in a black hole - Best Buy cannot figure out how to process my Return/Exchange

Would like to confirm that all that was established here is that I have another 24-96 hour window I need to set aside for potential resoluton.