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New Member
Posts: 5
Registered: ‎11-20-2020

Charged $450 restocking fee even after being told it would not apply due to defective item.

So frustrated! Made an online return of a projector that kept shutting down after start up and was charged a $450 restocking fee. I detailed the problems with the projector when making the return and stated that was the reason for the return. Even spoke with a CS rep on the phone who assured me I would get a full refund.

 

Best Buy should not be charging restocking fees when an item is defective! I essentially just got charged $450 for the privilage of being sent a projector that didin't work properly.

New Member
Posts: 5
Registered: ‎11-20-2020

Re: Charged $450 restocking fee even after being told it would not apply due to defective item.

Just to follow up... spoke to a few customer service reps who told my wife and I that regardless of if an item is defective, if the box is opened you get charged a restocking fee.

After originally speaking with that initial CS rep who told us that there is no restocking fee for a defective item, we ordered a $6000 projector thinking a more expensive model will be better quality.

A 4th customer service rep finally escalated the issue and said we may or may not get refunded the $450 in 10-15 days.

This obviously made us nervous about what if there is an issue with the $6000 projector or it gets damaged in transit, etc.... so tried to cancel the order as we do not want to face a $1000 restocking fee if this projector is faulty as well.

They refused to cancel because they already placed the order with Epson who has shipped via DHL the item and is on route to a Best Buy warehouse. They don't even have the item yet, and still refuse to cancel.

UPS who will be the carrier once DHL delivers the item to BB advised us that as soon as we receive the tracking number to contact them to refuse delivery. They will then halt delivery at its first stopover and return it to the warehouse.

Supposedly, if we refuse delivery, BB is required to offer a full refund... but we wouldn't be surprised if they tried to charge us a restocking fee for that as well.

Ashame BB is willing to lose a lifelong customer over not honoring their word about the restocking fee and will be losing a $6000 sale as well for not being able to assure us that they have our back in case something is wrong with the $6000 order.

Posts: 5,703
Topics: 190
Kudos: 516
Solutions: 269
Registered: ‎08-21-2017

Re: Charged $450 restocking fee even after being told it would not apply due to defective item.

Hello, cmay_914,

 

Welcome to our community forums and thank you for taking the time to let us know about recent purchase experience. I know if I were in your place I would be surprised to discover that a restocking fee was charged on for this projector and would be more than happy to help explain how our Return & Exchange Promise works.

 

While we do charge a restocking fee for some types of products, this should not be charged in the event a product is defective or unopened. Based on your post it sounds like your original return is being reviewed, is that correct? Is there anything I can do to assist you at this time?

 

Regarding your second purchase, we are typically only able to cancel an order within 30 minutes of it being placed. If this order has already been shipped we would generally be unable to make any modifications.

 

I hope I was able to clear this up, but please don't hesitate to let me know if you may have any further questions!

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎11-20-2020

Re: Charged $450 restocking fee even after being told it would not apply due to defective item.

Hi Andrew:

 

Thank you for your reply...

 

One major issue is when my wife and I spoke to a customer service supervisor yesterday, he said they have no record of me detailing any problems with the projector. To make matters worse, he said in the notes of the return, I specifically selected the "Buyers Remorse" option as he put it. I know for a fact that this is "NOT TRUE". Even if my comments on how the projector was intermittingly shutting down shortly after start up somehow got ommited from the return, there is no way possible that my selection of "Item Defective" on the drag down box should be missing from the records. This seems like it could be a mistake at the returns center as I certainly did not select "Buyers Remorse" in the drop down box. If the person at the returns center had any doubt, they easily could have referred to my notes and fired up the projector themselves and would clearly see how the projector would be intermittingly shutting down shortly after start up themselves.

 

You ask if there is anything that you can help with... can you go back and investigate the "digital footprints" that must be saved somewhere in the system to prove that I selected "Item Defective" during the return process. There is no way possible that this specific digital footprint is just suddenly gone and replaced by me supposedly selecting "buyers remorse" as the customer service supervisor said I selected.

 

Second.... the $6000 projector is scheduled to be delivered Friday. Per my follow up post, we were advised by a Best Buy customer service rep over the phone when we tried to cancel the order to contact UPS as soon as they receive the package to "refuse delivery". We obviously would prefer not doing that, but we have no faith that with any future purchase if an issue should arise that there would be a resolution. If it wasn't due to COVID, I would have simply returned the item in store and none of this would have occured. If there is anything you can do to correct this possible mistake prior to delivery, it would be extermely helpful.

Posts: 1,308
Topics: 61
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Registered: ‎11-23-2018

Re: Charged $450 restocking fee even after being told it would not apply due to defective item.

cmay_914,

 

Andrew is currently away, so I've gladly reviewed your previous posts and would like the chance to assist further.

 

I understand your concerns in this situation, and I hate to hear about the difficulties you've encountered with this restocking fee and current order. I certainly hope you receive your new projector and you're happy with it, but in the event you need further support, please let us know here. If you refuse the delivery as mentioned, you should see a refund to your account as expected once the return is processed.

 

Please send me a private message including your full name, email, phone number, and order number for the returned order you were charged a restocking fee for. I'm happy to look into this further and see how I can assist.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎11-20-2020

Still waiting 1.5 months later on a $6000+ refund for an item lost in transit by Pilot Freight

So spoke with customer support last night after more than 30 days and a full billing cycle have past from the 3rd refund request attempt dated 12/3/2020 and still no sign of a refund. Had refused delivery of an item twice. First time, refused delivery on Nov 24th after BB could not cancel the order and instructed us to refuse delivery from Pilot Freight, Second time, despite already refusing delivery once, they show up at my home a week later unanncounced and attempt to deliver again. I even considered possibly accepting it, but took one look at the condition of the item and the box was mangled beyond belief by Pilot Freight and officially refused delivery again.

 

The CS rep I spoke with was kind enough to keep me on the line as she reviewed the notes from the case. What she tells me is horriying. Three different refund requests are in the sytem. The first two were screwed up by BB CS when they submitted the refund requests incorrectly.

 

Refund attempt 1 - BB CS rep filled out the refund request questionairre that is submitted to the back office team incorrectly. On the question that asked if the transaction was under $250, they checked off "yes" despite this being a $6000+ transaction.

 

Refund attempt 2 - BB CS rep incorrectly has the item as "delivered" instead of "item refused" and the back office team refused to refund until I returned the item regardless of how many times I explained the item was not delivered but "refused" with the receipts from Pilot Freight to prove so.

 

Refund attempt 3 - BB CS finally submits a refund request correctly after realizing the item was never delivered and is now "lost in transit" as Pilot Freight apparently lost the item after I had refused delivery. 

 

Its now been over 30 days and a full billing cycle and there is still no refund. The back office team refuses to give an explanation as to why the refund still has not been completed. The CS rep suspects that since Pilot Freight lost the item, that BB is or already has filed an insurance claim for the lost item and is not refunding me until they receive the money from the insurance company. If this is the case, this is totally wrong, A customer should not have to wait on a refund because the merchant is waiting to be paid on an insurance claim. 

 

If that is not the case, then why is no one able to explain why the refund has not been completed other than the back office team is still working on it. I was patient through the first two bungled refund request attempts by BB CS and patient through the start of a 3rd refund request and patient through the 30 days and a full billing cycle that I kept getting told each time they submitted a new refund request.

 

Any help is appreciated. Any info as to why this refund request is still "open" and not officially complete is appreciated. Any updated time line is appreciated.

 

Thanks.

New Member
Posts: 5
Registered: ‎11-20-2020

Re: Still waiting 1.5 months later on a $6000+ refund for an item lost in transit by Pilot Freight

UPDATE:

 

I was emailed this morning and the refund process was transferred to Appliance Services. The manager immediately refunded the amount to my CC for the "lost in transit" item.

 

 

Posts: 1,020
Topics: 75
Kudos: 200
Solutions: 50
Registered: ‎10-19-2017

Re: Still waiting 1.5 months later on a $6000+ refund for an item lost in transit by Pilot Freight

Hello, cmay_914,

 

Welcome back to our Best Buy forum community! While I wish that your shopping experience with the projector you decided to deny had been the stress-free return we had hoped, I appreciate you taking the time to fill us in. It's never fun waiting for a refund to hit, but I can imagine it was especially frustrating given these circumstances.

 

Our goal is always to provide the best customer service we can, which is why it makes me sad to hear your experience with recent purchases was a far cry from that. I can imagine how I'd feel if I kept being told I'd receive a refund of $6,000, only to learn multiple attempts had errors that caused me to not receive my funds.

 

No one should be put in that position, so I can certainly understand why those interactions rubbed you the wrong way. While I wish that your time with us had been the one we had set out to provide, I appreciate you sharing this feedback with us. We are always looking for ways we can do better; the only way we can do that is by learning from the times we dropped the ball.

 

Having a return get lost in the mail is stressful enough in itself, so it hurts me to learn that you feel that played a part in your refund not being processed sooner. We would never want to withhold a refund for something that was outside of your control, but I can understand how after your recent experiences you got that impression. I know we can do better if given the chance, and I'd love the opportunity to show you that.

 

While I'm thrilled to hear that you got in touch with someone who could help you with that refund, I wish that it had been processed correctly the first time around. If you'd like me to take a look at that return on my end to verify that everything looks good, I'd be happy to check it out. Since it's been a bit since we talked to you about this, I would need you to send another Private Message, which you can do via the option in my signature below, with your full name, phone number, email and order number if you'd like me to take a look.

 

Cheers,

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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