[bapexsupreme]

Hello Members,

I recently ordered 2 items from bestbuy and used DNA method for both of it. Each item I talked to a representative and both got approved for a refund or replacement and I chose a refund. The first item rep told me it was processed and it'll take 24 hours and as of today it's been 2 weeks I have not received it yet and each rep I get just keeps telling me wait an hour or wait a day. The 2nd item I got a email confirmation for the refund and got it but as of today I got charged again for the 2nd item. I finally called since i've been contacting them thru online chat. When I called they told me to file a police report and contact the shipping place which is ontrac (worst shipping place ever). I did everything they said now I have to wait 1-7 business days for an email which hopefully I get.

Anyone ever done bestbuy and been in this situation. All the rep I talked to I saved the transcript of the conversation and they offered me a refund or replacement. I used Apple Credit was wondering should I contact them about it as well?

[mothered]

The first item rep told me it was processed and it'll take 24 hours and as of today it's been 2 weeks I have not received it
All the rep I talked to I saved the transcript of the conversation

Request to specifically speak with the rep In question, and ask him why he hasn't processed the refund as previously discussed.

Also send him the conversation that you have on record.

The 2nd item I got a email confirmation for the refund and got it but as of today I got charged again for the 2nd item.
When I called they told me to file a police report and contact the shipping place

Nonsense. The refund was Initially processed without the need for a PR and carrier contact, hence their request Is Immaterial.

You've received the refund, so the transaction should not have been reversed for no apparent reason. Ask them to explain why your account has been debited.

[bapexsupreme]

The first item rep told me it was processed and it'll take 24 hours and as of today it's been 2 weeks I have not received it
All the rep I talked to I saved the transcript of the conversation

Request to specifically speak with the rep In question, and ask him why he hasn't processed the refund as previously discussed.

Also send him the conversation that you have on record.

The 2nd item I got a email confirmation for the refund and got it but as of today I got charged again for the 2nd item.
When I called they told me to file a police report and contact the shipping place

Nonsense. The refund was Initially processed without the need for a PR and carrier contact, hence their request Is Immaterial.

You've received the refund, so the transaction should not have been reversed for no apparent reason. Ask them to explain why your account has been debited.

I did and the reps over the phone said that they aren’t in charge of it once the item is passed on the shipping company and they said it’s been delivered at the front door and that they have to investigate.

I contacted my Apple credit card to dispute it and gave them screenshots and the transcript of the conversation for the refund.

[mothered]

I did and the reps over the phone said that they aren’t in charge of it once the item is passed on the shipping company and they said it’s been delivered at the front door and that they have to investigate.

Well, the reps are In charge because they've simply opened an Investigation with the carrier, but the claim still remains with them.

The point Is, the refund was Initially Issued without the need to have the carrier Involved, so why has It all of a sudden changed? On what grounds was the first refund granted? These are the questions I'd be asking demanding.

[bapexsupreme]

I did and the reps over the phone said that they aren’t in charge of it once the item is passed on the shipping company and they said it’s been delivered at the front door and that they have to investigate.

Well, the reps are In charge because they've simply opened an Investigation with the carrier, but the claim still remains with them.

The point Is, the refund was Initially Issued without the need to have the carrier Involved, so why has It all of a sudden changed? On what grounds was the first refund granted? These are the questions I'd be asking demanding.

Should I call again tomorrow and asked what changed ? I somewhat asked that question and the second rep I talked to on the phone said they have to investigate since on the tracking it says delivered at front door that’s what he kept pushing so they have to investigate.

Right now Apple is taking care of it, doing a dispute right now and they said if they need more information for me they’ll contact me
If not then they’ll email me the outcome.

[mothered]

Should I call again tomorrow and asked what changed ?

Yes, do exactly that. Read my comments In the last two paragraphs.

I somewhat asked that question and the second rep I talked to on the phone said they have to investigate since on the tracking it says delivered at front door that’s what he kept pushing so they have to investigate.

The rep Is totally missing the point. As per your post below, you Initially received a refund.

The 2nd item I got a email confirmation for the refund and got it

And then they reversed their decision and charged your account.

but as of today I got charged again for the 2nd item

The fact of the matter Is, there was no police report nor an Investigation required when your claim was first approved and your account credited thereafter. Now their story has changed - all of a sudden they've opened an Investigation and requesting a PR. What for? Why does It apply now, but It wasn't the case In the first place? Why were you Issued a refund, only to have your account debited sometime later? These questions are targeted at the rep/company and not yourself, and Is what I'd be asking If I was In your position.

Their customer service Is appalling to say the least. Be sure to tell the rep that you're disgusted by how you've been treated, and as a result of their mismanagement of your claim, you're experiencing high levels of stress and anxiety and would like the Initial refund reinstated. All In all, they either refund your account, or open an Investigation - both cannot take place one after the other (In that same order) on the same claim.

[bapexsupreme]

Should I call again tomorrow and asked what changed ?

Yes, do exactly that. Read my comments In the last two paragraphs.

I somewhat asked that question and the second rep I talked to on the phone said they have to investigate since on the tracking it says delivered at front door that’s what he kept pushing so they have to investigate.

The rep Is totally missing the point. As per your post below, you Initially received a refund.

The 2nd item I got a email confirmation for the refund and got it

And then they reversed their decision and charged your account.

but as of today I got charged again for the 2nd item

The fact of the matter Is, there was no police report nor an Investigation required when your claim was first approved and your account credited thereafter. Now their story has changed - all of a sudden they've opened an Investigation and requesting a PR. What for? Why does It apply now, but It wasn't the case In the first place? Why were you Issued a refund, only to have your account debited sometime later? These questions are targeted at the rep/company and not yourself, and Is what I'd be asking If I was In your position.

Their customer service Is appalling to say the least. Be sure to tell the rep that you're disgusted by how you've been treated, and as a result of their mismanagement of your claim, you're experiencing high levels of stress and anxiety and would like the Initial refund reinstated. All In all, they either refund your account, or open an Investigation - both cannot take place one after the other (In that same order) on the same claim.

I just got an email today from the customer care and they said “ we’ve concluded our investigation and have determined we will not providing a refund or replacement item. At this time we encourage you to work with the local law enforcement regarding this matter”

I just replied back with some of the key points you posted so I wait for a reply back or talked to a different representative ?

Also when I disputed it with credit card I sent them screenshots and transcripts of all the employees I got in touch with that initially offered me a refund or replacement.

[mothered]

I just replied back with some of the key points you posted so I wait for a reply back or talked to a different representative ?

Wait for their reply.

Most likely they'll remain adamant with their ridiculous decision, but we'll wait for their response and take It from there.

Also when I disputed it with credit card I sent them screenshots and transcripts of all the employees I got in touch with that initially offered me a refund or replacement.

Well done.

That certainly provides solid support to your claim.

[bapexsupreme]

I just replied back with some of the key points you posted so I wait for a reply back or talked to a different representative ?

Wait for their reply.

Most likely they'll remain adamant with their ridiculous decision, but we'll wait for their response and take It from there.

Also when I disputed it with credit card I sent them screenshots and transcripts of all the employees I got in touch with that initially offered me a refund or replacement.

Well done.

That certainly provides solid support to your claim.

As of right now waiting on a reply from bestbuy. Have you ever been In this situation where a bunch of employees already offered a refund or replacement and processed it just for it to get reverse ?

[mothered]

Have you ever been In this situation where  a bunch of employees already offered a refund or replacement and processed it just for it to get reverse ?

Yes I have many years ago, and I remained adamant and purely focused on why their decision was reversed - specifically when there was no explanation nor any reason for their actions.

The same applies to your situation. Their mismanagement has led to contradicting themselves, which Is very poor customer service.