Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/06/09) */
Dear Revdex.com,
Thank you for bringing this to our attentionAccording to the promotional terms and conditions located at http://www.bestbuy.com/site/promo/lg-g3-140165:
"$gift card with monthly installment plan for Verizon Edge, AT&T Next
or Sprint Easy Pay."
and
"Best Buy may require an existing line of service to receive a new 2-year plan."
Our records show the customer chose to keep the existing AT&T planPer the terms and conditions, this would disqualify the customer from the promotionBest Buy will not be able to honor this promotion
Sincerely,
***
Best Buy Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is classic bait and switch illegal tactic employed by BestBuyI successfully placed order online through bestbuy.com for this promotion http://www.bestbuy.com/site/promo/lg-g3-two times and after I receive confirmation and ready for store pick up email, the store associates are not willing to help, because I guess they do not get compensated for online ordersThey recommend cancelling order and starting fresh after which they try to peddle a new line or increase in data plan which I refuse and they then tell me they cannot help me outThis happened with online orders and since I needed a new phone right away I provided my AT&T credentials to the store associate who hideously upgraded my data plan with AT&T which I only realize when I get the customer summary agreement from AT&T and get socked with a $monthly increase - classic bait and switch from Best Buy with no omnichannel integration
Why can't Best Buy fulfill order placed online for store pickup and why do the associates try to sell the customer an upgrade to data plan or add a line when you go to the store when the customer has already completed the order online and provided the AT&T credentials during the online order process - I should just be able to walk in the store, show my id and pick up my phoneIn this case, the associates played the deception game by cancelling the order and promising to place the exact order in the store only to be told - sorry you have to buy another line or data add-onPlease explain this bait and switch behavior happening in your physical stores
Final Business Response /* (4000, 9, 2015/06/10) */
We feel we have fully addressed this complaint and will not be able to take further action

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe informed the store of the situation and they immediately reached out to the customer to resolve the issuePer the customer's request, the store will process the $price
match guarantee refund to a gift card
We apologize for any frustration or inconvenience this may have caused the customer
We now consider this case closed
Thank you,

Dear Revdex.com, Thank you for bringing this to our attentionWe do not usually allow coupons or discounts of items that are being price matchedHowever, since we were price matching our own website, we have made an exception and refunded him $($plus $tax)The refund should show up
on his account within a billing cycleThe internal reference number for the fund is ***. Thank you, Dan S. Best Buy

Dear Revdex.com,Thank you for communicating Ms***'s concerns to us again.Geek Squad is an *** certified repair facility, and any parts that we use to complete said repairs and services are approved to manufacturer's specificationsThis information, as well as the services provided, can found with in the terms and conditions of the plan, which the customer agreed to during the purchase of the phoneThe customer also agreed to the terms of service when she signed a service agreement disclosureBest Buy has provided our final stance on this matter, and that stance remains the sameWe will not be providing any kind of refund or exchange for this matter.Sincerely,Kelsey FExecutive Resolution TeamBest Buy

Date 06/16/
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as I have reached out to the customerWe have come to consensus and setup an order for appropriate items including matching screen
protector and protective caseNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
###-###-#### Direct ###-###-#### Fax
Senior Executive Resolution Specialist Best Buy Corporate Campus
Terrance ***
*** Ideation, Context, Maxmizer, Activator, Communication

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters
According to our information, your order as placed on 09/27/Standard shipping was selectedThis product is currently en route to
the address you provided, and expected to be delivered todayThis is well within expectations set at the time that your order was placedThe USPS tracking number for this is ***
You are within your return and exchange periodIf you like to process a return please refer to our return policy which is available on BestBuy.com
Thank you for making Best Buy aware of this concern
Sincerely,
Cassie E

Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as the television in question has since been processed for an exchange under the coverage
of the service PlanNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To get this issue resolved after months I had to contact the regional manager several times
I learned that when you buy Geek Squad protection and your TV is returned because it is defective you have to pay for this protection again on the replaced TV
At no time when I bought the protection was I told this would happen if the TV was defective
Because I questioned if this practice was legal I was not charged for this protection
I did have to go to the store and spend almost two hours while they processed the paper work to replace the TVThis was difficult because I just got out of the hospital
Last we spent $on a new router and modem because the Geeks said the problem was the router & modemThis was not correct it was the TV
Final Business Response /* (4000, 11, 2015/07/28) */
July 27,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** in our previous response as the television in question was replaced under the coverage of the Plan and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

I am confirming refund has been applied to this order Best Buy representative, please advise on return procedure for returning the product to you Would I be best served to return it to a store with the order information and Revdex.com file #? Thank you for your prompt response to my inquiry. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have engaged with the customer and were able to find an agreed upon solution. Best Buy considers this matter
closed Sincerely, Scott M

I am rejecting this response because:
***. no one has contacted in regards to the claim work

Thank you for sending this for reviewI have reviewed your order and see that since it was not cancelled right away we did not collect anything therefore we are unable to refund this back to PayPal Thank you and we are sorry for the inconvenienceKarla ***

I am rejecting this response because:
Best Buy sent me an email days ago stating "will be following up with you within hours with an update"Now days later, I still did NOT receive any update or response to my emails

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer The refund for his dishwasher was processed on 4/for $788.48. We have just completed the transaction for the
microwave on 4/for $295.51. Both refunds will reflect on the customer's credit card in the next 3-business days. Best Buy considers this matter closed Sincerely, Scott M

Revdex.com, Thank you for bringing this to our attentionWe deeply apologize for any confusionPlease know that the customer was issued the points; however, they did expireI called the customer and explained that his email may have filtered them outI reissued the certificates to the customer as a
gesture of good faith, and also provided him an email with various links and information on our My Best Buy Rewards programThank you again for allowing us to address these concerns Regards, Sarah L

I am rejecting this response because:
These dates are not accurate I spent hours and hours and many days to get something lifted from best buy after getting the initial warning Furthermore, there remains inaccurate activity on my return report, which I have requested be resolved and yet it still remains on the report Specifically, there was a price match for a Google Home device that was counted against me as a return and contributed to me getting flagged This is still an issue that needs to be addressed

I am rejecting this response because:
Sorry for my delayed responseI would like to emphasize that the reason for my complaint was to bring to the Seller's notice that I had made several efforts to contact Warrentech and Best Buy (Pacific Kitchen at the store)In fact, I received Zero response from WarrentechAfter, my complaint to the Revdex.com, I was expecting the Seller to contact me with a resolution and not WarrentechAs for VOICE MESSAGES from Warrentch, I don't think I received any voice messagesAnd, under the circumstances, I would have preferred follow up from the seller as wellPlease let me know, if you wan me to provide any additional informationBest Regards Deviprasad Pai

I am rejecting this response because:
The store manager in question never physically looked at the watchThe gentleman who reached out to me from Best Buy's corporate office interrogated me on the attempted returnHe offered no solution

Dear Revdex.com: We cannot prove whether earbuds were worn, but an opened package cannot be resold; therefore, we do not take them back for returns or exchangesThe receipt advises, "14-day return period on Phones and Carrier Connectable Devices for all customers15-day return period on almost everything elseFor return promise details and a complete list of exceptions, ask for a policy flyer or go to www.BestBuy.com/Returns." This disclaimer fully absolves us of any wrongdoing and firmly closes this Revdex.com matter

Initial Business Response /* (1000, 5, 2016/02/17) */
Dear Revdex.com: Thank you for this referralI conferred with the General Manager of the store in questionWe resolved matters on Saturday, 2/13/by doing an exchange for the customer, providing her with a new in box modelI am glad we could
resolve this case fairly
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had filed the Revdex.com complaint for the first time under the advice of coworker, who recommended I be prepared for difficultiesSince I had such a difficult and long time dealing with ***
But on 2/9/we were assisted directly By Nick *** at Best Buy BH store and he was extremely helpful and courteousWe are grateful, and very pleased with the resolution and will remain loyal to this store
THANK YOU!
***

I am rejecting this response because:
I'm not willing to accept this responseBest buy already process an order and charged money for this items