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Posts: 2
Registered: ‎01-13-2020

Lost Package and Won’t Refund

I purchased a Google Nest Wifi Mesh (3 Pods) from Best Buy’s online store on the 26th of December 2019. Order stated it would be shipping from Atlanta GA and be delivered to me (Augusta GA) on the 27th. On the 27th, I received a notice that the shipment was delayed. That evening, i received another email stating that the delivery would now be on the following Monday, 29 December 2019. Monday came and went but the package never arrived. I called Best Buy support on Tuesday, 30 Dec; the representative that i spoke with stated that since the delivery date had passed, they would process the order as a lost item and refund my money. I then asked them to set up and in store pickup for that same item and and picked them up that afternoon.

I was surprised when on the 1st of January 2020, i received an email stating that the original order would now be delivered sometime between then, 1 Jan and the 26th. I contacted Best Buy and asked about my refund and was informed that since the shipment delivery date has not passed yet, they would be unable to process a refund. I was told i would need to wait until the 26th of January before i could contact them again and ask for my money back then. At this point i am stuck waiting a full month from the time i placed my original order to request a refund of $325 due to their policy of not refunding someone’s money until the delivery date has passed. I wouldn’t have felt that would not have been an issue if it they hadn't already bumped the delivery date and expect me to wait for 30 days for an item whose shipping status hasn't changed in two weeks and was supposedly being sent from one city over.

 

I am at a loss as to how to get this resolved.

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Registered: ‎01-03-2013

Re: Lost Package and Won’t Refund

Hello, OmodanRM, 

 

Welcome to the forum, and thank you for taking the time to write to us regarding your order for Google Nest Wi-Fi Mesh System. I have a mesh system myself, and can speak to how great they are! I'm sure you are eager to get your hands on the device, and the delay was not at all what you had in mind. 

 

I'm glad you reached out to our support teams to see what options were available, though I understand you seem to have been given various answers, from having to wait, to your refund already being issued. I would be delighted to take a closer look at things to see what's possible. Please keep an eye on your inbox in the top right corner of the page for my private message. 

 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-13-2020

Re: Lost Package and Won’t Refund

Thanks for looking into this issue and getting it resolved. - Randal
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Posts: 12,198
Topics: 193
Kudos: 440
Blog Posts: 21
Solutions: 604
Registered: ‎01-03-2013

Re: Lost Package and Won’t Refund

Hi there, OmodanRM, 

 

You're quite welcome! I'm ecstatic we were able to assist with this issue.

 

Cheers!

Tasha|Social Media Specialist | Best Buy® Corporate
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