Other Customer Service Support

[DebV]

I have been calling the 888 support to request a refund for a high priced item that the freight company has lost.  I started this process 1/14, called again on 1/18 after waiting the 24-48 hours they ask you to wait, received a case# this time and asked to wait 24-48 hours, called again today and still I have not received an email saying the refund is being processed, reviewed etc. 

After I called today, PilotFreight finally marked my package as Delivered/Lost, however BestBuy interprets it as Delivered. 

I need to get the message to whomever is reviewing my refund request that this package has NOT been delivered, I have email from Marc Berry at pilot frieght saying has been lost since 1/14. 

Who can I work with since your 888 people are unable to escalate a call, they just transfer you around to people that can't help (transferred to subscriptions) or disconnect the call all together.  

Why make this so hard - just give me money back since the freight company has lost the product.  

I'll be here waiting for a response.

[KatieR-BBY Social Media Specialist]

Hi, DebV,

Thank you for joining the forums and for reaching out to us! I hate to hear you are having an issue with your order and would like to learn more to see what may be possible. To better assist, please send me a private message with the order number, as well as your full name, phone number, and email address. You can send me a private message by logging into the forums and clicking on the blue button across from my signature on this post.

Regards,

[DebV]

Email received asking if the comment above was the solution. Nope. Still waiting on refund. 15 days since shipping company admitted they lost the package. My bank will open inquiry with Best Buy.

[Sarah-BBY Social Media Specialist · Accepted solution]

Hello, DebV,

Katie is out of the office, although I am more than happy to step in to continue working with you. I’ll be replying to your Private Message thread, so please keep an eye out for my response. I want to do all I can to help with a resolution. 

Best,