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Posts: 1
Registered: ‎06-10-2021

A refund gone wrong and sent back

I recently purchased an LG Sl4y soundbar subwoofer combo at my local Best Buy. I thought it worked fine for about two weeks and then started noticing issues. I looked up the problem online to discover it's very common and LG can't fix the issue. I reached out to Best Buy. At this point it was past the return window but I said "Could you please help me out? I wouldn't ask for a refund if it wasn't defective." Customer support was very positive and helpful and said sure.


I shipped it back in and got a refund. I was very happy to see this and thought it was great on Best Buy's side. Well today I come home and the same box I sent it in is at the door. It has a note attached that says:


"We are writing to inform you that we cannot accept your return for Order {order number} you have sent back the wrong item. The order was for LG SL4Y 2/1 CH 300W SoundBar but we received LG Sl4y (different then what ordered). It has been sent back to you on tracking number {tracking number}"


Check my credit card statement and I was charged a couple days ago without notice. No email. No call. They charged me and let me know by shipping it back and saying that the item was wrong because it was the correct item but somehow it wasn't. 


I checked LG's site just to make absolutely sure and yes there is a page for an LG SL4 (without the Y) but it's the exact same page as the SL4Y with the Y so I thought that couldn't be it because even in their own letter they acknoledge I sent them back a Sl4y but I guess they just lowercased the letters and decided that changed the model.


Don't worry Best Buy does not sell a very similar model this could be confused with. This is it. This is the LG SL4Y. The one I sent back with the sub. 


This went from being one of the more positive customer service experiences I've ever had to one of the worst. What kind of company ships it back no notice and recharges. Couldn't an email have been sent to verify if there was any mixup? I want my money back for a defective product.

Posts: 2,566
Topics: 107
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Solutions: 122
Registered: ‎10-19-2017

Re: A refund gone wrong and sent back

Good afternoon, SoundBarRyne,


Thank you very much for taking the time to share your experience and concerns on the Best Buy forum. I can only imagine how it would feel to find your soundbar and subwoofer did not fit your needs soon after the purchase. I understand that you’re saying the item you returned via mail was the item you ordered. I’d love to research this situation further to see what may be possible going forward.


To get started, I will need more information from you. Please send a private message with your full name, phone number, email address, and the Customer Service PIN (located towards the bottom of the store receipt) if available. If you’re logged into the forum from a PC, please select the “Private Message” button next to my signature below this post.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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