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Posts: 2
Registered: ‎01-17-2020
Accepted Solution

File a Complaint

[ Edited ]

I am extremely frustrated right now. Everyone I have contacted at Best Buy has not been able to resolve my issue. I have no way to contact Best Buy's corporate office and there is no email to contact. Why is your company not transparent to customers who have a complaint? You are so quick to take our money but you are unwilling to return it just as quickly. Please see below to see why I am extremely frustrated:

On 11/28/2019, I purchased a product for $433.41. The order number is {removed per forum guidelines}. The product never arrived. I contacted Best Buy via chat to let them know the product never arrived. The chat representative put in a reshipment for me. The reshipped product arrived, but it arrived too late. It was meant to be a gift. As a result, I decided to return the product in store. On 12/12/19, I went to Best Buy (1100 Old Country Road, Westbury, NY 11590). I returned the product and I received a receipt at 12/12/19 at 15:45.


Several days later, I contacted Best Buy via chat because I didn't receive the refund. I was told that it would take one billing cycle to receive the refund, and that I would receive it no later than 1/15/20. As I got closer to the date, I tried contact Best Buy via phone. I was unable to reach anyone on the phone in December and the wait time was over one hour. I tried calling again in January, but the wait time was still over one hour. I tried contacting Best Buy via chat, and I was given the same information that I would receive the refund no later than 1/15/20.


Today is 1/17/20. I still have not received my refund. I contacted Best Buy via chat. The person I chatted with told me that she can't locate the details of my receipt even though I gave her all the information on the receipt, including my customer service PIN. She told me that I would have to go back to the store to get this resolved. I told her that I dont' want to go back to the store because that is a waste of my time, money, and gas. I've contacted Best Buy numerous times and wasted a copious amount of time trying to get my refund, which I still haven't gotten. She told me to try calling the store. I called the store while I still had her on chat. Someone picked up the phone and I explained my situation to her. She pulled up my information and told me that whoever processed the refund in the store, processed it incorrectly. I was told that, since my product was a reshipment, the customer service representative had an option of what to press to process it the correct way. If she pressed the correct button, I would get my refund. If she pressed the wrong button, I would be refunded $0. According to the person on the phone, the customer service representative pressed the wrong button to refund the reshipment. As a result, I received $0. So this is clearly the fault of the store if the person I was speaking to was telling me the correct information.


However, when I take a look at the receipt I was provided from 12/12/19 at 15:45, I noticed that the receipt had the wrong information on it. It had the wrong "Original Order" number and the wrong refund amount. The amount on this receipt says $426.93, but I paid $433.41. The person I was chatting with told me that was likely due to the store applying the wrong sales tax. Additionally, the credit card number on the receipt was wrong. It says the last 4 digits are 5374. I don't own any credit card with those digits. I can only assume that this number belongs to Best Buy and it was probably credited back to one of Best Buy's accounts. The person in the chat told me that the only way to resolve this would be to go back to the store, even though that would be a waste of my time, money, and gas. This is unacceptable, given that this is the store's fault. While still on the phone with the Best Buy store AND while still on the chat with a Best Buy representative, the lady at the Best Buy told me she'd connect me to a manager. She put me on hold and then hung up on me about 2 minutes later. I mentioned this to the person on the chat, and she was upset for me as well.


I wanted to file a complaint, so I searched to find Best Buy's corporate phone number or Best Buy's corporate email address. Neither of those seem to be publicly available. So I decided to call 1-888-237-8289. I explained my entire situation to the person on the phone. We went through the entire receipt reviewing process again. She told me the money was refunded to my credit card ending in 5374. I explained to her that I don't have any credit cards that have those numbers. I even pulled up my PayPal history that shows that I purchased the product on from Best Buy Co., Inc. on 11/28/19 @ 7:23 PM using a my Chase credit card ending in 4 completely different numbers than what is on the receipt. She told me that there's no way that could be because nothing is done manually and everything is processed by a computer. I told her that I have the payment information right in front of me and that I could email it to her if she wanted me to. She told me that's impossible, even though I had it right in front of me, and she told me she couldn't do anything for me and that I'd have to go to the store. I told her I'm very frustrated because I don't live right next to a Best Buy and because I'd have to waste my time, money, and gas going back and forth from Best Buy to my house when this is clearly the fault of the store. I asked her if she could connect me to her supervisor. She told me she doesn't have one. I asked who her boss is. She told me there's no boss there. I asked her for a corporate number because I wanted to file a complaint. She told me that she doesn't have a number for corporate. I asked for an email address. She didn't have that either. Then she proceeded to tell me that I'm wasting my time talking to her and that I should just go to the store. She was very rude to me at this point.


Not a single person who I spoke to or chatted with from Best Buy has been able to help me. You took my money and shipped my product days later. However, when I returned the product directly to one of your stores, you don't refund me the money. What kind of business is this?


I want to file a complaint to your corporate office, I want my FULL REFUND, and I want to be compensated for all the time you made me waste through this entire process of contacting you numerous times and for wasting all my time, money, and gas going back and forth to your store.

Posts: 4,567
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Registered: ‎08-21-2017

Re: File a Complaint

Hello, bmaniara92,


Thank you for visiting us here on our community forums. We strive to make returning or exchanging a process as easy as possible and I can certainly understand wanting to receive a full refund as quickly as possible. While we are unable to provide compensation for things like time, travel or fuel I would be glad to look into this discrepancy in the amount refunded and help you see where it went. I will need some more details in order to do so. Can you please send me a private message including your:


Full name

Email address
Phone number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye our for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-17-2020

Re: File a Complaint

It's not just a discrepancy in the amount I was refunded. I wasn't refunded any amount at all. My post has all the details. I have private messaged you.