How to successfully get a refund from Lenovo

Lenovo refund email

Screenshot of the email that Lenovo sent me confirming my refund was being processed

If you’ve read my blog post about my experience of contacting Lenovo to receive the refund money of two products I’d returned in July 2020, you’d already know what a nightmare it was (beyond frustrating and time-consuming).  I had contacted Lenovo more than ten times and each time I was told the same story by different reps that I would get my refund back, but I still did not receive my money.  I’m happy to report that I finally got my refund money back (yay!), but it was not through the typical process like most refund processes are.

If Lenovo has shafted you on your refund, here’s what you should do:

1.  Call your credit card company ASAP to ask for a chargeback.  I did so and while my CC company looked up my case, they were ultimately unable to assist me (I believe because it had been more than four months since the purchase date).  However, if you do this right away (like within a month’s time), I’m sure a chargeback request will work in your favour.

2.  File a complaint on the Better Business Bureau’s website.  This worked IMMEDIATELY.  I had filed the complaint at 12 a.m. in the morning of December 4, 2020 and by 5 p.m. that same day, Denise M. from the local Lenovo customer relations office emailed me about my BBB complaint and got the refund process going (finally).  It was miraculous.  I received my refund money a few days after that.  (Lenovo still played a dirty trick by only crediting me the money for one product.  I had to follow up and contact Denise for the refund of the second product.  She had to wire me the money separately, but at least the full amount had been refunded to me now.)

I assume contacting the BBB will work for any other issue you have with Lenovo too.  If it’s a repair issue, defective product, or sales, etc.  It seems Lenovo is fearful of getting low ratings and poor reviews on the all-mighty BBB website and want to resolve any complaints, so use it to your advantage.  Good luck!!

(The downside of filing a complaint on the BBB website is that it takes some effort and time on your part to write out what happened so they can assess your situation.  You can attach any screenshots of chats or email correspondence as well.  Nevertheless, contacting the BBB works so the time spent is not in vain.)

And doing either of the above two methods will only work if you’ve actually tried to contact Lenovo already previously to no avail.  Your complaint to the BBB is likely not going to work if you haven’t already tried to resolve the issue with the faulting company first.  (I recommend contacting Lenovo via the live chat function.  This way, you don’t have to spend hours exclusively waiting on the phone; you can do other things while you wait.  As well, you can take screenshots of the chat as proof of your communication with the reps.)

Screenshot from the email that Denise M sent me

Screenshot of the email that Denise M sent me

Do you have stories of poor customer service with Lenovo too?  Comment and share your story below.  I’m really curious about others’ experiences in dealing with this tech company.  They truly have atrocious customer service and poor ethics.


About stenoodie

I'm a stenographer, foodie, avid traveller, and new mom who loves to share her experiences with the world.
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11 Responses to How to successfully get a refund from Lenovo

  1. Khaled says:

    I have similar experience with Lenovo
    My order was on DEC 22nd , they failed to deliver and the order was cancelled
    So far , after 29 days I still haven’t got my refund
    Although it’s failed to deliver, not a return, but they are still trying to hold my money as long as I can
    They seems to have a cash flow problem and they try to use our money to cover their cashflow problems

    • stenoodie says:

      Thanks for sharing your experience, Khaled. Sorry to hear this happened to you too. Have you tried to contact your credit card company to request a chargeback yet?

  2. Yunqi Chen says:

    Cold you tell me how successfully get refund from Lenovo?how long it will take

  3. Virtualsidekick says:

    Thanks for your BBB suggestion!

    My Lenovo stopped functioning after 6 months. It was still under warranty. They would fix it for free if I sent it back — a one month process. The only way to get it fixed immediately was to buy their onsite plan which they guaranteed me would work. Well, it didn’t. I still had to Fedex the machine back to Lenovo. So, I asked for a refund for the onsite service repair.

    I spent four months and dozens of phone calls (that took HOURS); live-chat; posting bad reviews on Lenovo Facebook page; direct messaging Lenovo via their Facebook page. I got passed from person to person and promised numerous times that they would process my refund for the onsite service that did not fix my machine. The only immediate action I got was them emailing me trying to sell me an extended warranty! I had to send the computer back TWICE to Lenovo via Fedex because it wasn’t fixed. It took a month each time to return my computer to me. I have my all-in-one computer back now and functioning, but with a tilted screen that I have to prop up with a magazine to level it. I’m sure not sending it back for another month to Lenovo in order for them to try to fix it a third time!

    Once I called the Better Business Bureau, within 24 hours Lenovo called ME directly and processed a refund check. I am so grateful to be done with them. NEVER buying another product of theirs.

    I salute you, stenoodie, and thank you for your post!

    • stenoodie says:

      You’re very welcome!! I totally understand the frustration and predicament you were in. I also was played by Lenovo for four months before I finally found the BBB route.

      I’m so glad you found my blog post and that BBB came through to help you right away. It’s amazing, eh? Spread the word about BBB! Hope others will know about it too so Lenovo can stop abusing their customers like this.

  4. John Giner says:

    I purchased a tablet, “Alexa Built in!” which turned out to be a worse iteration of Alexa than the one I downloaded onto the same device.
    UPS has it returned, Lenovo acknowledges the return but refund time and amount (restocking fee?) No one is willing to even guess.
    Their telephone customer service is useful only should one need aggravation

    • stenoodie says:

      If you’re in North America, contact BBB about it. That’s the premise of my whole blog post.

      • John Giner says:

        Thanks for taking the time to reply.
        I understood “the premise of” your “whole blog”. While I was waiting the five days BBB asked me to wait, I thought I’d share my experience thus far, as invited.

      • stenoodie says:

        There was no mention in your initial comment that you had already reached out to BBB and were currently in your waiting period, so that’s why it misled me to think you hadn’t read the blog post. Glad you took the advice of my blog post and clarified what you meant.

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