Best Buy Stores, LP - US Headquarters

Thank you for sending this over for reviewI have been working with the customer to see we have the correct DVD in stock if so I will be shipping it to him at no cost for the inconvenienceI will be following up with the customer on WednesdayHe has my contact information in case he needs
assistance. Thank you,Karla ***

Dear ***, I apologize if you may have missed my email before responding to the complaintI have sent you another correspondence through email, and will continue to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will be checking my best buy credit card statement for a refund of ***dollars

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionOur Executive Resolutions team has been assigned this case for proper reviewWe have reviewed the customer’s complaintWe apologize for the overall experience and lengthy processAs a customer service gesture, we
would like to refund $*** to the customer’s card that was used for the purchaseThe customer should see the refund on the card in roughly 2-business daysWe do see that the customer’s purchase is set for install on March 17th which is sooner than expectedBest regards, Amanda H

Initial Business Response /* (1000, 7, 2015/07/08) */
Dear Revdex.com,
Our customer is currently working with a colleague for a resolution
Derek ***
***
The customer has been presented with two offeres and we are currently awaiting her response
Please have the customer reach
out to her existing contact for a final resolution
Thank you,
Best Buy

Initial Business Response /* (1000, 5, 2016/02/05) */
Dear Revdex.com -
I reached to to *** and we were able to locate the cancelled AppleCare order and it has been refundedAdditionally, we are cancelling the AppleCare plan and refunding the customer's January monthly paymentBased on my
communication with Ms***, it appears that she is happy with our resolution
Regards,
Amy

Dear Revdex.com, We apologize for the inconvenienceWe have been in contact with the customer and have come to a resolution Respectfully, Bethany H

Initial Business Response /* (1000, 16, 2015/10/13) */
Dear Revdex.com,
Mr*** was reissued a $certificate on 9/8/I reissued an additional $certificate on 10/13/He should see the points adjustment in the system within hoursThis matter should be resolved
Thank you,
Sincerely,
Dan ***
Best Buy Executive Resolution Team

April 21, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as the customer did not inform our staff to back up the information in question and he signed the service waiver for the repair in question.
Furthermore, our store staff offered services at a discount to recover the information in question for Mr*** and it is my understanding that he declined the offer. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Initial Business Response /* (1000, 5, 2015/06/24) */
Dear Revdex.com,
Thank you for bringing Mr*** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy provides service for mobile phones in accordance with the terms
and conditions of the Geek Squad Protection (GSP) plan the customer purchased, and there are no refunds for monthly GSP plans
Additionally, the customer the customer contacted us on 6/23/regarding two charges for $10.62, and he was notified the charges were for two separate phones and provided the purchase datesThe customer advised the agent he traded in the phone purchased on 7/9/13, and wanted to cancel the GSP plan for that phone while keeping the other GSP plan (purchased on 4/22/14) active
Best Buy will not be providing any accommodations for this issue
Regards,
Kathryn S

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office. I spoke to the Customer and a One Time Customer Satisfaction Gesture was offered to and accepted by the Customer. Please forward any additional questions or concerns to our office and we will respond accordingly. Warmest Regards, Best Buy

Thank you for sending this for review, I have looked over your order and see that it was indeed cancelled because of the pricing errorI am sorry that you had a lot of issues trying to get a solid answer or explanation as to why this happenedBest Buy tries our very best to make sure everything on
our website is accurate and although sometimes mistakes happen we try to correct them right awayIt seems like the error was not caught until after several orders were createdOur process is to automatically cancel the orders that have this SKUHere is where it explains it more on our website --> http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ You defiantly did not deserve the run around for an explanation, I am sorry that you have not received a call back regarding your complaintI have documented your complaint under case number #***Best Buy will not be placing orders with the price it was listed at on Cyber MondayWe however want to offer you a $** Best Buy gift card be mailed to you as an apology on our end and as an invitation to come back and shop with usYou will receive this in 7-business days.Thank you,Karla ***

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/27/We have attempted to contact the customer but have been unsuccessful. However, we have been able to resolve the concern with our customers orders being cancelled and
would encourage him to place the order again.Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely,Best Buy

Dear Mr***,Thank you bringing this matter to our attentionWe apologize for any inconvenience this may have caused youWe are sorry that we were not able to fulfill on the delivery to your satisfactionWe have posted a full refund to your credit card as of 6/28/coinciding with the return
of the order in question.Thanks,

Initial Business Response /* (1000, 10, 2015/10/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that the client was advised of a failing hard drive on her unit during the service work started on 05/22/
The plan purchased by the customer, Geek Squad
Technical Support, does not cover the cost of hardwarePlease refer to the terms and conditions of that plan as found at:
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Best Buy has performed services in line with the scope of work of those services and requested the required hardware necessary to perform a complete fix on the computer in questionBest Buy considers this case closed
Thanks,
Initial Consumer Rebuttal /* (3000, 12, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed at all of a failing hard driveI was informed of this on the other HP computer I put in for service and did not go ahead with the repair on that oneThis one, the Compaq, I was never toldIt was in the shop for a couple of months waiting for me to get the restore discs as this is what I was told was needed, never ever was I told a hard drive as if I had been told this, I would not gone ahead and purchased the restore discs
Final Business Response /* (4000, 14, 2015/10/30) */
Dear Revdex.com,
The service order notes that were given to the customer indicate a need for both recovery media (discs) as well as a new Hard Drive to be purchased
Thanks,

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionA member of our team has contacted Mr*** directly via phone and email. We have located the purchase with the order number you provided, thank you for thatThe information on the order is differnet from what was provided on
the Revdex.com inquiryCan you please confirm the name on the order? After reviewing the products in question (TV purchased and TV you originally wanted) we did confirm the model UN55KU6290FXZA is discontinued and no longer offered through Best Buy. Please refer to our Terms and Conditions located on Best Buy.comUnder the "Information on Our Site" tab please refer to the following.."We try to be as accurate as possible with the information we present on the Best Buy PropertiesWe will make reasonable efforts to accurately display the attributes of the products we sellWe do not warrant that product descriptions or other content is accurate, complete, or error free. Prices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your order." You were correctly informed the order would not have processed with the modelThe television may have been available in another part of the country, which is why it was still listed as available on the website, or the inventory information may not have updated yetEither way we do apologize for any inconvenience this may have caused you.With this said, we do understand how frustrating a situation like this can be. We would like to offer you a gift card in the amount of $*** which can be used in store or onlineTo accept this final resolution please verify with the mailing address or email address you would like this sent toPlease note the gift card can take around 7-business days to arrive.Thank you,Best Buy

Dear Revdex.com,Thank you for giving us the opportunity to address this concernMr*** said he had fraud on his credit cardSomeone other than him had made a purchase on his credit cardMr*** disputed the charge from Best Buy for this purchaseBest Buy refunded his moneyThe item was shipped to
his home and Mr*** said he returned it to the sender immediatelyBest Buy has not received the item backMr*** will need to work with the shipping company to locate the package and send it back to Best BuyUntil we receive the item back, *** * *** will continue to pursue the collection. Thank you,Gail D

Dear Revdex.com,Best Buy feels that we have fully addressed the customer’s concerns that were forwarded to your office in our previous response and we maintain our position. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has diagnosed the issues and resolved the issues with the vehicle to ensure proper functionality of the audio system and remote start systemNevertheless, please forward any
additional concerns to our office and we will respond accordinglySincerely,Best Buy

Dear Revdex.com: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office in our previous response and we maintain our position Best Buy is not able to reissue a gift card that has a $balance, and as such, we are not able to reissue the gift card in questionBest Buy considers the matter closed Regards, Kathryn S