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Posts: 1
Registered: ‎02-19-2021

Missing Gift Card Refund- ALMOST BEEN 2 months!!

[ Edited ]


I would like to file a complaint about the recent issues I have been having with this company as a whole. I would like resolution as soon as possible.

On December 27, 2020 I visited my local Best Buy (Reynoldsburg,OH) to trade in my phone. After trading in my phone I received a $220 gift card. After receiving the gift card I went to the back of the store where I ordered a Apple Watch SE for home delivery. I was told that my order would be delivered to my home the next day, December 28, 2020. After making my purchase in store my gift card was thrown away by the Best Buy worker.

After a week, the order was not delivered to my home and not fulfilled . On January 4,2021 I decided to go to the store to cancel my order. In store I was told that despite making the order in store, they could not cancel my order and I had to call corporate customer service to cancel my order. From the dates of January 4,2021 - January 12,2021 I was send on a back and forth wild goose chase to get my order canceled. I would call customer service for them to tell me I had to go back in store to cancel and they didn’t have the ability to cancel over the phone. I would then go to the store and they would tell me they couldn’t help me in store and to call customer service again.

After another week went by January 12,2021 that I was finally able to cancel my order on the phone. I was then instructed by corporate customer service on the phone to call back after I received a order cancellation email to request a re order of my gift card since i no longer had it, due to it being disposed at the store.

After getting the order confirmation on January 13,2021 I contacted customer service to have a new gift card issued. I was told that I would hear about my gift card in 3 business days.

After 4 days went by and not hearing anything, I called back on January 17,2021. I was told my claim was still being processed and was then told on the phone that I need to give it a few more days. Once again, I heard nothing after few days went by.

I then called on January 20, 2021 and was told that it takes 10business days for the gift card to be processed and sent and that I needed to be patient.

After another week went by on January 28,2021 to call again to see where my gift card was. I was then told that it still had not been processed and to give it another couple of days. At this point due to the hassle that I had gone through I was issued a $20 dollar gift card for compensation to the mess I had been out through.

I yet again, still heard nothing from Best Buy so I called again on February,1, 2021. It was at this point that I spoke to someone named Phillip. He told me that he would handle my case and not to call back. He told me he would call me back in 24-48 hours to help me resolve my issue with my gift card.

As of today, February 9,2021 Day 45 (1month and 2 weeks) I still have yet to hear or receive the $220 gift card that is owed to me.

On February 8,2021 however, I received the $20 gift card that was previously promised to me.

On February 10,2021 I called customer service again after still not having a resolution. I was told that they would put in a request for a new gift card to be sent out and I should receive it in the next 10 days.

As of today, February 19,2021 I still have not received my $220 gift card.

What I am not understanding is how it was so easy to issue me the $20 dollar gift card but I have yet to receive the $220 dollar gift card I requested. Previous to this whole ordeal I was a regular customer to this company. After this, I will never be shopping with you all again. I would like to get my $220 gift card and just be done with the situation and the company. This has got to be the worst customer service experience I have ever experienced. There is absolutely no reason i still have not received my refund for an order that was made over a month ago. Not to mention it is clear that the people who work in your stores and on the phone line are ill informed. There is no reason I should have had to go back and forth between the store and the call center to cancel a single order. Further more I should have been able to receive my refund the moment I called.

My last known ticket number is : {removed per forum guidelines}

I hope this situation can be resolved as soon as possible.

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Registered: ‎08-21-2017

Re: Missing Gift Card Refund- ALMOST BEEN 2 months!!

Hello, Ifost97,


Welcome to our community forums and thank you for taking the time to reach out to us regarding this gift card. I know whenever I return or cancel an order, I hope to have the refund back to me as quickly as possible. I appreciate you providing this summary of events and would like to see how I can best assist you moving forward. 


As you mentioned, it generally takes 10 business for a replacement gift card to arrive after it has been cancelled. I'd like to review your case history to see what steps previous agents have taken so I can determine what options I have at this time. To do so, I will need to gather a bit more information.


Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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