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New Member
Posts: 2
Registered: ‎12-28-2018
Accepted Solution

Refund for Return

My first mistake was trying to exchange on Christmas Eve. This has been one of the worst customer service experiences in my life. Ernie in customer service processed my exchange as a refund. I only realized this when I looked at my receipt while looking for an exchange item in the store. I went back to the counter to be informed the transaction couldn't be changed and a refund would take 1hr to 3 business days. Finally accepted that and waited on my refund. Called because still no refund only to find that Ernie did not process my refund correctly. He didn't swipe my card. I only found that out after my third call and being told it may be 30 days to receive a refund. After being on a 20 minute hold the representative informed me that he didn't swipe my card for the return so it never processed. Now, I have to return to the store to ask them to process the return I never asked for in the first place. I'm not a happy customer. I'm making a last ditch effort to return to the store, but I am at the end of my patience with the whole ordeal.
Best Buy Employee
Posts: 15
Registered: ‎12-26-2018

Re: Refund for Return

Hello @Jacqlynn,

 

Welcome to the forums and thanks for taking the time to share your experience with us.  I am sorry that you have to go through this which by all means should have been a swift transanction but that was not the case and still not complete until you've received the refund. Be well assured that your feedback is really appreciated and definitely opportunity for our staff to make it right the first time.

 

Have a good weekend!

 

Regards,

***Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I cannot look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers***
Posts: 6,267
Topics: 100
Kudos: 399
Solutions: 290
Registered: ‎11-30-2015

Re: Refund for Return

 

Hello, Jacqlynn,

 

Welcome to the Best Buy Support Online Forum Community! We appreciate the time you’ve taken to share your experience with us regarding your recent return you made earlier this week. We’d be happy to shed some light on this for you.

 

Our Return & Exchange Promise shares that depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account. As you can understand, holidays and such can make that process take longer than usual too. We’re sorry to hear that you might have been given the correct expectations when to expect your return. Can you please send us a private message with your full name, phone number, email address, and the customer service pin off of your purchase receipt? We’d be happy to review your purchase and return to determine if it was processed correctly then provide you some further advice to move forward with. A private message can be sent by choosing the “Private Message” in my signature. We look forward to your reply.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-28-2018

Re: Refund for Return

Went back to the store and the only person in customer service is Ernie. I stand back and I see the guy who tried to help the last time. I wish I knew his name. I run desperately over to him and beg him to help me. I believe the poor man was on lunch. He listened and explained that he was going to get Alyssa from the back office. Allysa walks off and she comes back like ma'am you have your refund. I tell her, that's not my card. She thinks I'm stupid at this point and I am desperately searching through my email for my original receipt. Another lady comes over and I'm like look here it is. She shows it to Alyssa and then they finally figure out Ernie refunded someone else's transaction. Someone got a free hoverboard for Christmas. I finally got a refund, but I have to wait another 3-5 business days for that to post. After this, I'm just ordering from Amazon next year. I'm never shopping here again. Online, Black Friday, Christmas Bonus, broken cell phone shopping will never be done here again. I literally said a prayer before I went in this store. The truest thing me ex ever said was, if you don't like how you are treated then you know what to do. So, I am leaving y'all just like I left him. I was left scrambling frantically through the leftovers at Target Christmas Eve after work. I got my kid a plant for Christmas. Even a refund can't make up for that. The only reason I was in the store in the first place was because my ex decided he wasn't going to buy anything that morning. So, technically my problem is almost solved. Emotionally, just a refund can't begin to make up for any of that.
Posts: 6,267
Topics: 100
Kudos: 399
Solutions: 290
Registered: ‎11-30-2015

Re: Refund for Return

Hello, Jacqlynn,

 

Thank you for taking the time out of your day to share an update regarding your experience with your local Best Buy. I’m sorry if they didn’t listen to your concerns carefully and investigated them prior to coming to a conclusion. I understand how this experience may have added some additional stress to your holiday season. We’d be happy to ensure that your concerns are documented here fully at our Corporate Office. To do that, we’d need you to send us a private message with the details I had requested above.

 

Moving forward, we understand that your experience shopping with us was less than ideal. We hope if you should choose to shop with us again, we’ll be able to offer you a better experience that’s more in line with our values.

 

Respectfully,

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