Better Call 4 gets customer a refund from big box store

COLUMBUS, Ohio ( WCMH ) – It was about four years ago when Cathy Utgard bought a new washer and dryer from Best Buy.

“I mistakenly ordered an electric dryer instead of a gas dryer,” Utgard said.

The installation team told her she’d be able to return it, buy a gas dryer and pay the difference, but when she called Best Buy to do that, was told by customer service that she couldn’t.

Watch: After years, customer gets their refund from a big box store

“We’ll refund you the electric dryer and you’ll have to… you’ll have to purchase the gas dryer,” Utgard said.

Utgard went ahead and bought the gas dryer, but continued to wait for a refund, which, according to her calculations, would come out to be approximately $1,000.

Once again, Utgard called customer service, but according to the representative, her situation was a bit complicated.

“When I purchased both the washer and the dryer, the electric one, I used a few gift cards, but also my credit card,” she said. “So, she (customer service) had said that because I had used a gift card as one of the purchases, as part of the purchase, that I would need to just get a gift card.”

Utgard agreed, and waited for the gift card to arrive. Months later, Utgard said she finally got a gift card in the mail, but, “I went to use the gift card and there was no balance. So, then, the store manager helped me… You know, I was explaining to them the situation. So, they actually were able to pull up my name and my, you know, a whole file on this whole debacle and see that I was owed that money.”

But Utgard said the store manager told her there was nothing they could locally. That’s when she turned to Better Call 4. We reached out to Best Buy, and after a few weeks of back-and-forth messages, got an update from Utgard.

“I am so happy to inform you that I got a refund for the electric dryer that I mistakenly purchased four years ago,” Utgard said. “And it was in the method of a gift card, which is fine with me. You guys took care of business. Just, just like that! Just know how much I appreciate the efforts that you took to help me get what was rightfully owed back to me. Thank you!”

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