Other Customer Service Support

[adoring23]

Hello - I sent a product back for a refund, it was unopened. It was received on June 11 and I still have not recieved a refund on my credit card. Call times are over 2 hours right now for customer service. How do I get this resolved ASAP?

 Thank you.

[pankajst]

More than 50 days have passed since my return was received by Best buy Returns Center, and I still haven’t received the refund.

Have also been given 2 reference id at two different times, but still no action taken.

1st ref id: {removed per forum guidelines}

2nd ref id: {removed per forum guidelines}

Order number: {removed per forum guidelines}
Return tracking number UPS : {removed per forum guidelines}

Whenever I call CC for an update, they just apologize, create new Reference id and assure within next 2 days I will get an update. Really frustated.

PLEASE HELP. Thanks.

[Sarabadenhop]

Hi, I’ve tried waiting on hold and spoke to someone about my return who said I’d get an email and never heard back. Is there someone I could email to speak to about my return?

Thanks, Sara {removed per forum guidelines}

[dlmckim5]

I have been a loyal Best Buy Customer for years, just recently buying appliances and other hard drives, but it's about to change after the disrespect from your returns department and lack of customer service. 

Working from home I ordered a 2tb Samsung 860 QVO. 5-9-20 I was shipped an empty shell of an SSD, no electronics or Sata Connections inside. Just a case! In disbelief and bummed out, I tried to call customer service with no luck. Waited for a call back, never happened.

I had to ship to Chino return center because stores were closed. I printed out a detailed note telling them I was shipped an empty product with no electronics inside. I don't care if Samsung messed up at the factory or you have a shady employee in the back ripping out components, I want a refund of my 230+ dollars so I can purchase a working drive.

My return was processed finally after 30 days and reaching out 4 different times to customer service who hung up on me, never called back like they stated after disconnnections. Online chat told me to wait multiple times for 3-4 days and a special team would look into it with nothing to track. I had to search for Best Buy Forum which gave instructions to reach out to a moderator and never got a response. 

30 + days Best Buy Chino returns center shipped the same empty hard drive back to my house refusing my refund!!! Sending me a letter that says they won't accept an empty hard drive! So I'm out of a working hard drive or my money. Great customer service there. I sent you a letter with my contact info. Without anyone to get a hold of from the phone or the chat that was down every day how else could I have relayed this info. I was sent a defective hard drive, you don't get to ship it back to me denying me product or my refund!

I am requesting my full refund like I did in May. Please respond on how to return successfully. Give me a special RMA, expedite this whatever needs to get done.

Thank you.

[timcampix]

My package was supposed to be on its way when I realized that something was off when I looked at the tracking information. UPS was able to deliver all the way to my local post office and it was on USPS's responsibility to deliver it to my location.

But for some reason, UPS could not deliver it to my house because on their system, it was due to insufficient address.

I find this odd because on Best Buy and on UPS, I can confirm that my home address is displayed correctly.

I'm just feeling very frustrated because the package I was waiting for was literally at my town, and now it's on its way back to the sender. The USPS's tracking information hasn't updated so I do not know where it is exactly....or when it is arriving to my place. 

[tshyn]

1. I ordered a computer on June 11th.
2. I never received it.
3. Somehow UPS just returned to SENDER.
4. Best Buy received the computer back on the 17th.
5. As of today, I have not received any confirmation email that a refund has been processed.
6. Chatted with twitter best buy support and they said this morning my refund was being processed and I would receive an email confirmation.
7. I didn't receive an email so I called best buy. The agent then advised refunds now take 15 business days to START processing the refund.

Questions -

1. Why wasn't I refunded immediately since I never received anything.

2. Why would it take 15 business days to START processing a refund.

3. Why would your agents give out varying information? They kept telling me about policy and then I read them what your policy said and he gave me "your first warning" because I wasn't being professional and yet I didn't curse or anything.

4. Does your company realize holding $1300 dollars from someone for a month is ridiculous and the perception of the way you operate your business is very poor.

[AStupefiedSteve]

I ordered a Razer keyboard and mouse on June 5th but after using them for about a week I decided to send them back. I returned them at a UPS box and according to them the returns were picked up on June 15th. After a few days BestBuy.com said that the keyboard was on route to the return facility however, the mouse had yet to be shipped. This contradicted the UPS tracking number which showed that both had been picked up. Two days later, according to UPS, both returns arrived at the processing facility. Once again however, BestBuy.com still said that the mouse hadn't been picked up AND it also said the keyboard was still on route. Fast forward to the return deadline and BestBuy.com said that a return couldn't be refunded for the mouse even though UPS said that it had arrived well before the deadline. Today the keyboard was refunded but the mouse is still somewhere in the ether. I understand things take a lot longer with the pandemic but atleast a confirmation would've been nice. At this point I don't care if I get the refund or if the mouse gets sent back all I want is to know where it is.

[jdogg836]

1.  The item was in UPS' possession, we must receive and process to refund a transaction.

2.  The sheer amount of products coming into the returns center and the current level of staffing/limited operating hours precludes faster processing times.  A UPS tracking number only validates it has reached the loading dock, where there is a first in first out scenario.  The 15 business days currently being quoted seems to be fairly accurate based on the current workload, that is the time from when UPS shows delivered to the warehouse until it is processed.

3.   There are a lot of teams assisting with answering phones and chats to help with the overwhelming volume.  They may not be quoting the most accurate information.  A lot of the standard information, including processing times, is not currently accurate due to COVID-19 and the adapted operating model we currently have.

4.   Everyone's aware that none of this is ideal, the sheer volume being handled is just like the holiday shopping season but without the staff levels we have during the holidays. During the holidays we have months of prep where we scale up and staff and train for the rush, but this came on suddenly with no time to prepare for any of that.  

Here is a post from the Moderator staff that is floated at the top of this forum, it provides the current policy/procedures for Returns Center Refunds.  You may find additional information there including timelines and when to follow up.

https://forums.bestbuy.com/t5/BestBuy-com/Returns-Center-Refunds-Please-Read/td-p/1347883

[tshyn]

All of the copy paste is fine but the problem with all of this is that the UPS driver never came on our property. My wife and daughter sat on our porch the entire day because I needed the computer.

Why would I have to wait for a refund when I never received anything? That would imply I was responsible for the item which can't be because I would need it in my possession.

Seriously best buy. I've spent thousands and thousands over the years and your horrible service is going to put you out of business. I never have this issue with Amazon. In fact - they credit me the moment an item is picked up by ups.

[tomda]

My return was delivered to Best Buy on 06/02/2020. I still have not received a refund. I emailed two mods, who has yet to respond or acknowlege my PM. 

Who can I contact now?