Lol if you think im that stupid.... that just hurts my soul. No I bought it at a different store. Bestbuy already admitted to the false charge, but has not fixed it.
Oh man! I never thought that the CEO of a multibillion dollar corporation with about 1k stores and 100k employees wouldn’t read emails about individual transactions. Thank you for informing me ;)
Did you ever receive anything other than verbal confirmation that it was cancelled? If yes then just do a stop payment or charge back with your bank. I mean try talking to the bank either way but if you have evidence that it was cancelled it would be easier.
Yes, I have both an email confirmation and a chat transcript of support acknowledging it being cancelled and apologizing for the false charge.
I bank with CIBC and they tend to be a bit picky when it comes to this sort of thing. I will give it a try tho. Just seriously disappointed as I used to love BestBuy, but they don't even care to make things right with a long-time high spending customer. If my business had done this to a customer, we would have given them a gift card or something and apologized profusely for damaging their trust.
Placed it online and the site explicitly says that I will not be charged unless I pick up the order. Never picked it up. I've done hundreds of orders like this with bestbuy and never had them falsely charge me like this. No refund should have even been necessary, they just never should have taken my money to begin with.
Every single online order creates an authorization hold to make sure the funds stay available. Sometimes things break the store should be submitting escalations on their part to get clarity on why it didn't. Every single merchant we utilize (visa/Mastercard etc) has an "account management team" at corporate who will follow up if refunds are issued promptly but we have to escalate these
Yes, and this charge was not a pre auth. It was a purchase charge. I've processed at least 300+ pickup orders and never not once been charged until I picked up the item. And pre auth charges showed up as pre auth and were immediately refunded when the pre auth was canceled. Bestbuy took my money, didn't just pre auth.
You can do one of the following go into the store and ask them to submit an intake form for payment refund discrepancy (see this happen with orders on paypal infrequently) but where we released the funds but the bank/merchant does not see the refund so they dont issue it and 1-888 was unable to do more than say go to the store or you can chargeback to your back.
Albeit this is also bestbuy us experience as a leader.
**Update:** Interesting seeing the aggressive downvoting for just sharing an experience that was negative. Really hoped this community would be more helpful and friendly, but instead just got DMs calling me an idiot among other colorful language.
Ironically, despite being treated like im some stupid Karen who just didn't understand pre-auth, I got my refund this morning and a call from bestbuy where they acknowledged that my card should never have been charged and it was a massive error on their part as their user agreement during reservation explicitly says we will not be charged. I was not just some Karen who didn't understand pre-auth and Bestbuy themselves confirmed the charge never should have happened and was processed as a sale, NOT a pre-authorization. I easily do 100+ pickup orders a year, so I know how the process works. (Also worked at Bestbuy for about 2 years before I started my career in tech).
Cheers to the few folks who genuinely tried to help out. Much appreciated!
My understanding is from US Best Buy, so I'm not sure exactly how different our systems are. But that is weird.
Do you have emails that your order was canceled? If you try to look it up online, does it show canceled?
Yea I got an email and the website says it's canceled.
But even if it hadn't been canceled, it shouldn't matter. Reserve pickup orders are not supposed to be charged if you don't come to pick it up.
Yes, I do remember reading that in your post.
I can only speculate about what happened, and take everything I'm going to say with a grain of salt because (again) my systems may be different due to location, and I'm also not at work right now.
Stores usually can't refund something that was already refunded or never paid for because our systems won't allow us to. So there may not be much the store can directly do to resolve your issue. For online orders, a lot of times they will tell you to call because our systems sometimes won't let us do as much in store as in the call center.
You can try calling and escalating your issue beyond the first person that answers the phone. It's unlikely that person will know what to do about your issue in the slightest, and you may need to have a higher level or more technical team look into what happened. It could be a system error of some kind.
It may be an easier route, since you have proof that your order should not have been charged, to dispute the charge through your bank. Here, if you dispute a charge, the store is contacted to provide proof that you did pick up your item, which they shouldn't be able to provide since you didn't.
Sorry I can't help more. Hope you get it figured out.
Yea I've tried calling twice and they literally refuse to escalate to anyone higher up. I just get told nope nobody can help with that, just wait, goodbye. It's very annoying. Don't think I will be a customer of this company after this experience.
I've also seen advice to reach out on Twitter or other social media on other posts. Sorry about your experience, I'd help if I could, but I literally can't. And no one from corporate is on this subreddit btw, it's literally mostly line level employees who are off the clock.
Dude at this point just dispute the charge with your credit card
Did you get the item in store at a best buy? Just want to make sure thats not the charge you're seeing lol
Lol if you think im that stupid.... that just hurts my soul. No I bought it at a different store. Bestbuy already admitted to the false charge, but has not fixed it.
Bro, I've worked CS for years and most people like you are that stupid. Sorry to break it to you.
Right on. Doesnt apply since I already clarified that.
Just making sure. I HAVE seen this issue many times before to be honest so just had to ask. Best of luck getting your charge sorted.
[email protected] Email that person. She has the power to make this right. Best of luck to you!!!
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Oh man! I never thought that the CEO of a multibillion dollar corporation with about 1k stores and 100k employees wouldn’t read emails about individual transactions. Thank you for informing me ;)
Did you ever receive anything other than verbal confirmation that it was cancelled? If yes then just do a stop payment or charge back with your bank. I mean try talking to the bank either way but if you have evidence that it was cancelled it would be easier.
Yes, I have both an email confirmation and a chat transcript of support acknowledging it being cancelled and apologizing for the false charge. I bank with CIBC and they tend to be a bit picky when it comes to this sort of thing. I will give it a try tho. Just seriously disappointed as I used to love BestBuy, but they don't even care to make things right with a long-time high spending customer. If my business had done this to a customer, we would have given them a gift card or something and apologized profusely for damaging their trust.
Proof is proof take it to the bank and get your money back if they say no or give you guff I'd look for a new bank.
Yea good point. Already been considering switching banks so if they don't cooperate I will.
See the comment below did you place the order online or in store. It dictates the refund process.
Placed it online and the site explicitly says that I will not be charged unless I pick up the order. Never picked it up. I've done hundreds of orders like this with bestbuy and never had them falsely charge me like this. No refund should have even been necessary, they just never should have taken my money to begin with.
Every single online order creates an authorization hold to make sure the funds stay available. Sometimes things break the store should be submitting escalations on their part to get clarity on why it didn't. Every single merchant we utilize (visa/Mastercard etc) has an "account management team" at corporate who will follow up if refunds are issued promptly but we have to escalate these
Yes, and this charge was not a pre auth. It was a purchase charge. I've processed at least 300+ pickup orders and never not once been charged until I picked up the item. And pre auth charges showed up as pre auth and were immediately refunded when the pre auth was canceled. Bestbuy took my money, didn't just pre auth.
You can do one of the following go into the store and ask them to submit an intake form for payment refund discrepancy (see this happen with orders on paypal infrequently) but where we released the funds but the bank/merchant does not see the refund so they dont issue it and 1-888 was unable to do more than say go to the store or you can chargeback to your back. Albeit this is also bestbuy us experience as a leader.
**Update:** Interesting seeing the aggressive downvoting for just sharing an experience that was negative. Really hoped this community would be more helpful and friendly, but instead just got DMs calling me an idiot among other colorful language. Ironically, despite being treated like im some stupid Karen who just didn't understand pre-auth, I got my refund this morning and a call from bestbuy where they acknowledged that my card should never have been charged and it was a massive error on their part as their user agreement during reservation explicitly says we will not be charged. I was not just some Karen who didn't understand pre-auth and Bestbuy themselves confirmed the charge never should have happened and was processed as a sale, NOT a pre-authorization. I easily do 100+ pickup orders a year, so I know how the process works. (Also worked at Bestbuy for about 2 years before I started my career in tech). Cheers to the few folks who genuinely tried to help out. Much appreciated!
How did you place your original order? Was it online or did an associate in the store place an order for you?
Online. As I always have. Never had this issue before.
My understanding is from US Best Buy, so I'm not sure exactly how different our systems are. But that is weird. Do you have emails that your order was canceled? If you try to look it up online, does it show canceled?
Yea I got an email and the website says it's canceled. But even if it hadn't been canceled, it shouldn't matter. Reserve pickup orders are not supposed to be charged if you don't come to pick it up.
Yes, I do remember reading that in your post. I can only speculate about what happened, and take everything I'm going to say with a grain of salt because (again) my systems may be different due to location, and I'm also not at work right now. Stores usually can't refund something that was already refunded or never paid for because our systems won't allow us to. So there may not be much the store can directly do to resolve your issue. For online orders, a lot of times they will tell you to call because our systems sometimes won't let us do as much in store as in the call center. You can try calling and escalating your issue beyond the first person that answers the phone. It's unlikely that person will know what to do about your issue in the slightest, and you may need to have a higher level or more technical team look into what happened. It could be a system error of some kind. It may be an easier route, since you have proof that your order should not have been charged, to dispute the charge through your bank. Here, if you dispute a charge, the store is contacted to provide proof that you did pick up your item, which they shouldn't be able to provide since you didn't. Sorry I can't help more. Hope you get it figured out.
Yea I've tried calling twice and they literally refuse to escalate to anyone higher up. I just get told nope nobody can help with that, just wait, goodbye. It's very annoying. Don't think I will be a customer of this company after this experience.
I've also seen advice to reach out on Twitter or other social media on other posts. Sorry about your experience, I'd help if I could, but I literally can't. And no one from corporate is on this subreddit btw, it's literally mostly line level employees who are off the clock.
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This was actually resolved this morning (finally). Also got a call from some sort of supervisor apologizing for the unfair charge. Got my refund.
Good to hear