Other Customer Service Support

[lsmcap91]

Hello, I am very frustrated and annoyed by how my case is being handled by Best Buy. I purchased a gaming laptop for the holidays (value of $2,699) on November 27th, 2020, and wanted to return the item as I did not like the product. I had a week left to return because due to the holiday returning policy. I brought the laptop to the physical store, waited in line for 2 hours and they told me that they cannot process the return because it is showing out of policy on their end. I would have to process the order online and ship it to Best Buy because it is saying that I still have a week left on the website (it was online order). This made no sense for me and cumbersome for both parties but there was nothing I can do.

So I took the laptop to UPS with the shipping label prepared by Best Buy. I shipped and the package arrived at Best Buy on 1/20/2020 according to the tracking number. On the website, it says to allow 5 days to begin the refund process but I still have not received it. I literally called every day after 2 weeks since returning and spent countless hours with the agent.

Here are my issues with the customer service and how it is being handled:

1. Agents would hang up on me after telling me to wait 20-30 minutes
2. Agents also told me that they will process the refund and escalate it. Telling me that I will receive an email within 24-48 hours but NEVER got a single contact
3. After spending about 30 hours on the call total, and talking to about 12 agents (this is a month after my return), they tell me today that the package was received at the Best Buy warehouse but the package was empty. Therefore, they are telling me to call law enforcement, file the case, and maybe reach out to UPS. I am not sure why this is my responsibility to do so when I did my part and sent it. Best Buy will not issue a refund to me unless this investigation is over which has an indefinite timeline.

We could have all avoided this situation if they just let me return it to the store. I bought it under Best Buy credit card and it's basically $2800 dollars I could have used towards something else. I am very frustrated with the situation and it is eating up my time. The agents tell me the same information every time, and I even tried to escalate to a supervisor but no progress. Please help me get my refund. I wasted so much time already and I am getting disappointed in Best Buy.

[patrickyi]

I am having an exact same issue with Best Buy.

Returned product, delivered on 1/14/'21 and still not getting refund.

Called so many times and getting same answer all the time: under investigation, no timeline, will recevie email........

Not sure if I can ever get refund.

Best Buy customer service is the worst.

[lsmcap91]

I feel you... I've been a loyal customer but this is ridiculously frustrating. I hope this forum catches attention

[User1078266]

I am having a similar issue. I’ve tried calling Best Buy several times since they received my return almost 2 months ago. I keep being told different stories and getting absolutely no help. I am out 100.00 and I am beyond infuriated

[onsight]

Seems like a fairly common complaint on this forum, historicaly, Best Buy has left many waiting for an expected refund.

My item was returnded via UPS, unit received and confirmation noted  by Best Buy, yet it has been over 5 weeks and no credit has beed posted, going through the recommended channels ...calling customer service, speaking to the back office, expecting the email confirmation that never arrive, not unlike the credit, all leads nowhere.

Very frustating the lack of communication and execution. The amount is over $500 , and one should not need to waste time to receive a refund expected in 7-10 business days, they have the product back, now I want my money back.

Not a difficult concept .At this point,please get past the incompetance and get me my credit.

[jorge535353]

I have more than 1 month waiting for them to deposit the money of my refund. On the page it appears as returned but I have communicated with my bank and they mention that there is no movement on the part of bet buy, I need some contact from someone high in the store to give me information on what to do in this regard

[bossland9]

I returned an item via UPS which was received by BB on 12/18/2020. I have the tracking number which confirms this. It is now 3/3/2021 and I still have no refund. I believe the issue is that when I started the return process online I never received the shipping label via email so I contacted BB support directly to give me a new label. I guess they never linked the actual tracking number to the return order. To this day if you type in my order number, the status still does not say it was returned or refunded.

I have contacted BB support many times, escalated the issue many times and have spoken with many supervisors. I was promised emails, call backs from back office return centers and I have received zero communication. I have spent so many man hours it is baffling and I feel as if I’m no closer to resolution.

Every agent and supervisor I have spoken to confirms that the item was returned and received. But I just cannot get my refund? Why? The last supervisor even told me that I was actually issued the refund on 2/3/2021, yet me and my bank confirms this is absolutely not true. This was the same supervisor who gave me their extension so I could call back with my bank on a 3 way call to get to the bottom of it. They also said they would call me back in two hours to check in. To my surprise the direct extension they gave me did not work and they did not call me back. At this point I don’t know who or what to believe. All I know is you have my item (confirmed many times by you) and I still don’t have my refund. Please please advise and help me. I have been so extremely patient and respectful but I really need my money back. Thank you.

[User1159636]

I'm in the same situation with BB not refunding my money $121.68 and telling me it's being looked into.

I've called three times since Jan.18 when BB got my returned item verified by the post office and still have no results . All I keep getting is its being looked into and we haven't forgotten you and we are sorrry ,please be patient .

Well, Im not buying anything from BB till this case is resolved , and I'm an "elite" member every year at the very least. Im a sucker for steelbook blu rays and have bought my last 2 tv's from them ,but that will stop as of today until this matter isn't resolved. I'll also canceled my CC and be done with BB forever which will suck since they r the only one who carry full  actual coverage on OLEDS. I was hoping to get my SONY A90J from there, but that's on hold like my refund.

[lucasmalek1210]

So I did a online return but found it would be easier to return my laptop in store. Do I have to change anything or can I just bring it in to return?

[diviana18]

I have been dealing with BestBuy regarding this issue since August 2020. I am extremely frustrated i have spent numerous hours on the phone with customer service representatives which are unable to resolve this and just keep telling me this will be escalated to the "back end". I purchased a vacuum cleaner back in August 2020 in a BestBuy store in Las Vegas at that time it was not available so it was scheduled for curbside pickup for a couple of days later. I received an email that the item was not available for pickup the day it was scheduled. I called 800bestbuy to find out if shipping was an option as i was going to be out of town, the representative said she would cancel curbside pick up and have it shipped instead. I did receive it at my door a few days later. After trying this for a few days I decided that it was not what I had hoped for in a wet/dry vacuum for my wood floors. I called 800bestbuy and the representative advised me of my return options. He discouraged instore return and advised he would create a shipping label and UPS would pick it up at my home, UPS did infact pick it up a couple of days later and it was received in your warehouse Sept 1, 2020 (I have the trcking number). Well since then i have been waiting for a refund. I'm not sure where the confusion came in but from what I have gathered Bestbuy incorreclty shows an exchange as opposed to a return. I never exchanged this item, I never received a second vacuum or any type of credit for this. I returned it via UPS that is all. I am so disapointed in the bestbuy customer service team and at the fact that this is still not resolved. I feel so direspected from the thought that various represantives have told me " Ms. Garcia you exchanged the vacuum" like i stole something or am attempting to defraud the company in any way. I have tried everything to try to speak to a manager to get this resolved unsuccesfully. I have been told numerous times that the credit will show on my next statement (bestbuy credit card). I need this issue to be resolved I should not be paying for something I don't have. I keep being lied to, I feel that this issue has been unresolved for far too long. I wasn't sure how this meesage was going to be viewed so I have not included any personal information. I did check the box that says "email me when someone replies" and hope to receive an email with some sort of information on a resolution for this.