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Posts: 2
Registered: ‎01-27-2010

Terrible Customer Service on a Simple Return

I preordered a game online for instore pick up. I decided not to pick it up but you shipped the bonus steelbook to me and charged me for it. When I brought the steelbook in to return it to get my money back, you took the return but did not issue me a refund in the store. I was told I had to call your online team and have been bounced around and put on hold, wasting an hour of my time. This still has not been resolved. I am trying to get my funds back to my gift card since I already returned the item. This is extremely unprofessional as I have been passed around to 4 different reps and have had to repeat my situation and information with no help whatsoever. It’s been a waste of your manpower and my time. A return should be simple in that if you charge me for the item and I return it, you should return the amount based on the payment used. In this case it is your own gift card credit! As an elite plus rewards member this is extremely frustrating and I intend to take my business elsewhere.
Posts: 7,326
Topics: 161
Kudos: 233
Solutions: 326
Registered: ‎11-30-2015

Re: Terrible Customer Service on a Simple Return

Good Morning, andruuuuuuuu,


Welcome to the Best Buy Support Online Forum Community! Also, thank you for being a loyal Best Buy customer. It’s disappointing to hear that you didn’t receive the kind of experience we’d both like to think you could expect from us upon making a return. I’d be happy to see what light I can shed on this for you.


Our Return & Exchange Promise does shares that in the event you’d keep a free item, but not the purchased item you may be charged for the free item. I’m sorry to hear that upon returning your promotional Steelbook you may not have been accurately refunded. I understand how frustrating it could to try to get assistance, but feel like no one's hearing or understanding you. Thank you for reaching out to us here on our community.


Can you please send me a private message with your full name, phone number, email address, order number, and the customer service pin from your return receipt? Once I have those details, I’d be happy to see how we might be able to help you further. A private message can be sent to me by choosing the blue “Private Message” button in my signature. I look forward to your reply to dig into this for you.



Mariah|Social Media Specialist | Best Buy® Corporate
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