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Posts: 1
Registered: ‎01-13-2020

Ship to store and refund frustration

[ Edited ]


I've had an incredibly frustrating experiene that I would like to get in front of someone's eyes.


In late November, I ordered (online) a refurbished printer to be delivered to the store nearest to me. {removed per forum guidelines} IIRC, the pick up date was supposed to be December 6th. That day came and went. On December 7th, I did an online chat to figure out what was going on. {removed per forum guidelines}. I was told that the item should be in transit. A little bit later, I called Customer Service for more information - I needed a printer pretty urgently and was trying to figure out whether I should cancel or wait. Customer service told me that according to their records, the printer had been shipped to the store *and* delivered (Tracking number #{removed per forum guidelines}, and they weren't sure why I never got the email to come pick it up. They suggested that I go to the store and ask them to find the printer for me.


I went to the store. The store told me that during the previous week, their wifi had been down for about five days, and they were receiving deliveries but were not able to process them. Their system was up again, but they had a big backlog. I asked them if someone could go to receiving and look for my shipment. They asked a manager but the manager said that it was not possible to go out of order, and I would have to wait my turn among incoming shipments, and he had no way of knowing how long it would take them to get to mine.


I decided to just cancel the order and buy another printer. I was told that the store could not reissue the amount of my payment that was by giftcard, but that I should call Best Buy to get my refund. That seemed strange to me but I called on December 11 {removed per forum guidelines}. After a long hold, a customer service rep told me that actually the refund had been issued back to my original physical gift cards. I had destroyed them already so he said he would arrange for a new one to be sent to me. He said to call back in two weeks if I had not received it. 


I did not receive anything, so I called back, and had another long hold. The person I spoke with told me that a new giftcard had been mailed to me. I never received it, so he said he would cancel that one and get a new one sent to me. He said to call back after ten days if I had not received it.


I did not receive anything, so I called back again tonight {removed per forum guidelines}. Then I was told that that one of the people who had previously told me they were issuing me a gift card had actually not completed the process necessary for doing it, and actually it had never been sent. They promised me that this time it would be done correctly.


It had been such a long and frustrating process that I wanted to know - how do they know? What assurance do I have that this third time will the charm? I was told, 'if you don't get it in 10 days, call us again.'


I have to say, I have spent far far too much time on the phone just to get my own money back due to at least two mistakes of Best Buys (store wifi down and incomplete gift card processing). I still don't feel confident that I will actually get my refund, but I was told there was nothing I could do but wait {removed per forum guidelines}, that there was no way to escalate any more, no way to directly contact the back end, etc etc. I was told that I could find a link on the website to send a complaint - but I was not able to find any link.

I tried to send a private message but very quickly got an error.


Thank you,


Posts: 7,132
Topics: 115
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Solutions: 393
Registered: ‎12-23-2016

Re: Ship to store and refund frustration

Hi, TaraBognar,


Welcome to the Best Buy Community forums. I'm sorry for the poor experience you've had with this order, from the technical issues causing a delay at the store to the missing gift cards.


I'd like to look into this for you to make sure that the replacements really are on the way. Please reach out to me through a private message by using the link in my signature below this post. I'll need you to confirm your name, email address, phone number, and the order number.


I'll see what we can find out for you.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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