Cancelled order not credited back-and then phone support added to the pile please help.

Question

Hello,
I could not be more disappointed in a customer service team that I praised such a short time ago.
Last week, I preordered 2 copies of limited edition Destiny for PS3 using the same gift card.  Today, I decided that I no longer wanted the orders, and cancelled them online.  Got 2 cancellation emails, but then one more email explaining that I needed to contact customer service because there was an issue refunding my gift card for one of the orders.
I did so, and after talking with CS Denise, she decided it would be best to reissue me a new gift card.  The balance should have been $244 after all was done, but it turns out she only reissued a gift card for the same amount as the one I had was and then nuked my existing one!
So I call back, this time calling the Elite line, and talked to a nice lady, explaining everything over again, this time with a new twist.  I though we were getting somewhere, but decided that she needed to talk to someone in post purchase.  She puts me on hold for 10 minutes…only to transfer me to a girl named Crystal in post purchase.  
Again, I explained everything as clearly as possible.  She understood, too, but needed to get someone in another dept(gift card/credit? Not sure.) involved.  After 10 more minutes on hold, ANOTHER person picked up for me to explain my story to again!!!  I lost my cool.  I had been on the phone for 75 minutes now, while I was supposed to be on my 20 minute break at work.  I said I don't have time for this and when asked when she could call back, my answer of 6pm when I get done was not an option for her.  I don't know how we couldn't get this figured out in 75 minutes!
I'm so frustrated right now…I hope someone from Best Buy can take a look at my information and straighten this out asap.  Message me for my account details.
Here is what I should have:
Initial gift card balance: $300
Purchase: $36
Purchase: $19
Pre-order Destiny: $84
Pre-order Destiny: $84
Balance $77
Cancel Destiny +$84
Cancel Destiny +$84
New balance should be $245

Answer 1

Greetings BrianJason,
I’m sure you are very excited for Destiny to release this September! I’m sad to hear that you felt the need to cancel your pre-orders, and apologize for any hassle receiving your refund may have caused you.
Typically, funds are refunded to the original form of payment without any issues. It is peculiar that your funds didn’t go back to your gift card. I apologize if your experience resolving this issue was not what you expected, as it seemed to take you a substantial amount of time on the phone with our representatives. From the details you shared, it certainly doesn’t seem like a respectable representation of our company.
That being said, I am glad that you were able to finally resolve this issue. If you should have any questions or need further assistance, please let me know.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
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