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Posts: 1
Registered: ‎02-01-2021


I purchased a $500 TV from Best Buy in November and returned it in the same month. I scheduled with Best Buy to have their service pick up the TV. They picked up the TV on 11/27 around 9 am. I followed up with Best Buy about a month later (I gave them extra time because it was the holidays and I know refunds take time to process) and they said they did not receive the television. I explained to them their service picked up the TV and I haven’t heard anything since the pickup of the television.

Since that call in December, I have contacted Best Buy over a dozen times about this and have a long note on my phone with who I spoke with, what date/time and what we spoke of. There are more details I can provide about this, if this is pursued by your team, which I sincerely hope it is. I have 11 recorded cases speaking with Best Buy and have spent almost an entire’s day worth of back and forth. I used my Apple Card to purchase the television and have opened two cases with Apple/Goldman Sachs, only for them to deny my request because I did not provide enough evidence. I have provided my long running note, purchase of the TV, return of the TV and the scheduling of the pickup of the TV. I’m not sure what else they would want from me.

If Apple did indeed look into this, I would imagine they contacted Best Buy and Best Buy would have told them, at some point, that they did issue the refund and the actual issue is somewhere in either Best Buy’s system or Apple’s/Goldman Sachs’ system.

I spoke with Best Buy today and this new development is that they issued the refund on 12/26. If that was the case, why was this not told to me one of the dozen other times I called about this? I understand a refund can take up to a billing cycle to process, but clearly it has been more than a billing cycle since 12/26. I contacted Apple and they do not see any refund from Best Buy in the amount of $500. I am on the phone with Best Buy as I type this letting them know what Apple told me.

To say I am frustrated is an understatement. I don’t understand who is at fault and one company is pointing at the other. I really need something done about this. I have spent too many hours figuring this out and have given them ample time to figure it out.

I really need some outside assistance on this. Please help if you can. I will be posting this everywhere and anywhere I can!

Posts: 4,654
Topics: 50
Kudos: 499
Solutions: 280
Registered: ‎11-29-2016


Good afternoon, smoovejayy,


Thank you for joining our Community and sharing your experience with us.  Having to wait for a refund to be processed can be frustrating on its own, so hearing this whole process has taken months is especially disheartening, and I can’t say I blame you for your frustration up to this point.


As it sounds like you’re aware, the time it takes your refund to be processed can vary, depending not only on how your purchase is returned to us, but the bank or credit card company associated with your form of payment as well.  These timeframes can be found in the terms of our Return & Exchange Promise.


I’d like to take a closer look into your TV delivery and return, however, I’ll need just a few pieces of additional information from you in order to do so.  If you could send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number or the “Customer Service PIN” from the bottom of your receipt


To send me this information privately, be sure to use the blue “Private Message” button in my signature, and if you’re using a mobile device to access our site, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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