Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy/Pacific Sales feels that we have already addressed this matter with our customerOur records indicate that we have provided customer satisfaction gestures in the amount of $and and have discounted products
for about $by upgrading products when needed.We have recently sent a $check to the customer for the food spoilage(limit) but unfortunately we will not be able to provide further monetary compensation as we feel it has been addressed previouslyBelow is a summary of the sales orders and terms of events: In reference to Complaint ID; ***, the consumer was compensated on many levels throughout the entirety of her transaction I have attached all her transactions with the accommodations and compensationsShe claimed food spoilage, because of defect in the fridge and because she purchased a service agreement through Warrantech, she was referred to them to file a claim.Sales order: *** Date 08/20/she received a counter depth fridge at no additional charge, a value at $more than original fridge she selected, because the original customer selection was too large for her space- The store worked with the customer and gave it to her at the same price because of the delay from the manufacture.Sales order: *** Date 09/04/she was upgraded to the next level dishwasher no additional charge.Sales order; *** Date 10/28/after a period of time her fridge failed instead of going through the service channel and waiting on parts we said we would return and exchange, even though it was out of the return policy of daysWe explained it was a special order and would have to wait on the manufactureOn 11/25/is we provided a Loaner fridge (not a practice).Sales order: *** Date 12/08/is we set up the exchange for her to receive the special order fridge on 12/11/15, we also explained we do not cover food spoilage at a store level and that she would have to go through service agreement company WarrantechCommon practice is she would have to provide the Warrantech the receipts of food loss.Sales order: *** Date 12/20/is exchanged the Range to a different brand no additional charge for disappoint Sales order: *** Date 12/20/exchanged the Dishwasher to a different brand no additional charge.Sales order: *** Date 12/22/exchanged Fridge to a different brand months out of policyWe also provided a discount of $and two customer satisfactions in the amounts of $and $34.08. Thank you,

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. I am VERY grateful to Cathrine and her team at Best BuyI am a customer of Best Buy and will continue to be oneI am so thankful for their understanding, and fantastic customer servicethank you also, Revdex.com

Dear ***,Thank you for providing insights on your experience with your recent refrigerator purchase and delivery.Typically when an item is backordered, our system usually sends out an email informing the purchaser of this and also offers a comparable productAfter reviewing this order, I can
see that this email was not generated and for this we apologizeI will be sure to partner with our online logistics team to further review and correct. Best Buy understands your frustration with the product not being readily available and the funds potentially being tied for 3-business days if you had opted for a refund.Based on our records, I can see that the product was delivered on 5/7.We would like to apologize for this poor experience by offering a $*** gift cardThis will arrive in the mail to the address provided in this complaint within 2-weeksBest Buy hopes for another opportunity to better serve you in the future.Kind regards,Ash E

Dear Revdex.com,Spoke with Mr*** and he has emailed a copy of the alleged "written Price Match Guarantee" that was given to him..Such a Guarantee is not consistent with Best Buy's Policy. However due to the circumstance a refund for $including tax has been issued to the
customer as a customer service gestureBest Buy considers this matter resolvedThank you,Larry S

I am rejecting this response because: this is a complete LIE by this company and I want people to see exactly how this company treats its guests! I called in on October 22nd and spoke with a gentleman who confirmed there was ** dollars on the card as of October 22nd and I even gave you a reference numberThen on November 3rd I called in and again confirmed that best buy TOOK the money off the card October 23rd and then did NOT send me a replacement card and told me they did not care if they ripped me offI have a receipt and the lost gift card policy States they will replace lost gift cards, but this is untrue and I will never shop here again because best buy is stealing off of my yr sonThis gift card had ** dollars on it as of October 22nd and the money was removed October 23rd by best and I had this confirmed over the telephone and instead of pulling up the calls this store is calling me a liar!

February 15, To Whom It May Concern: Best Buy feels that we have fully addressed this matter as it is clearly stated in the Terms and Conditions of the Geek Squad Protection Plan that if a product is exchanged out under the Plan then the Plan is considered fulfilled. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** SrExecutive Resolution Specialist Best Buy Corporate Campus

Revdex.com,Thank you for bringing this to our attention. Please know that the email communications sent to the customer around their order contained a link to receive more information around our return/exchange period. We have a day return policy for most items. In this case
the store did make an exception to our policy and processed a return to store credit, which was the only possibility. Regards, Nick S

I am rejecting this response because:
I never received a call on 12/13, like they stated they wouldThis issue is still not resolvedl checked the phone number I provided ###-###-####, which is listed correctly and the number I use

I am rejecting this response : after I received the check from Mr.*** I returned to Best Buy to purchase the refrigerator which we previously discussed in the correspondence emails and phone callsThe agreement was to purchase the *** and split the cost Again Best Buy was running a sale which was near the ending date as I explained to Mr.*** when I received the check the discussed unit was Sold out! I then settled on the ***At checkout the credit for the exchange was then decreased without a clear explanationI left sevwral VM messages in hopes of speaking with Mr*** to get a clear explanationPer the protection plan I should have been given a credit for what I paid for the unit to coincide with check BEST Buy sentI paid additional money that was not agreed upon

Dear Revdex.com,Thank you for brining this matter to our attentionWe have reached out to the customer and have came to a resolutionThe customer has our contact information. Best regards,Daniel S

I am rejecting this response because:
It is simply not acceptable to treat your customers like they are stupid! I have a screen shot of YOUR website page for this product saying that expedited shipping is free. Don't tell me I'm wrong and that you are going to do it as a courtesy - admit that YOU are wrong

Dear Revdex.com, Mr*** has been working directly with a specialist on Social Connections and Innovation team. Store and Geek Squad have attempted to correct this several times for Mr***We offered to resend the delivery team to come and exchange the mount out and discount
the mount for the inconvenienceHowever he requested that we come at a specific time and we could not promise that We offered to exchange for the mount he actually received and discount it for the inconvenience but this offer was declined We offered to exchange it in store if he brought the mount and discount the correct mount as well but this offer was declined He is requesting that we deliver the new mount and pick up his mount at the front door without him having to be thereThis is simply not possible and he would need to sign for the replacement We feel that the resolutions that have been offered are very fairPlease have him let s know which option he would like to accept and we will resolve it as soon as possible. Thank you,Dan S.Best Buy

Revdex.com, As this is a damage claim, the customer must continue to work with the agent from Sedgwick who is handling his claimAgain, this must be addressed thorough the appropriate channelsThe customer can reach Mary Ann *** at ###-###-####Thank you Regards, Sarah L

Dear *** - We're sorry for the challenges that you have experienced in getting the Pixelbook Pen that you ordered. Based on the status of the order, we have refunded the $plus tax, totaling $107.90. Thank you for bringing this matter to our attention. We appreciate your
business.Regards, Amy C

Initial Business Response /* (1000, 5, 2016/02/09) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
We try to be as accurate as possibleHowever, we do not warrant that pricing in the store is accurate,
complete, reliable, current, or error-freeDespite our best efforts, an item may have been moved, misstated, or mispricedFor any of these reasons, the General Manager may choose to not honor the inaccurate price
In this case, we fully support the decision made by the General Manager and are unable to provide exception pricing on the requested televisionFor these reasons, we consider this case closed and will take no further action
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By law, advertising is supposed to be correct in terms of the actual information it provides regarding products or services

Dear Revdex.com,Best Buy is at no obligation to accept the return of the merchandise if it has been usedOur managers are correct when stating that this item is considered consumable merchandiseA portion of the policy is listed below, for the full policy please view our terms and conditions
at:http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005...⇄ Final Sale merchandise cannot be returnedOther nonreturnable purchases include digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, ink and 3D printer filament, and items returned that are damaged, unsanitary or missing major contents.Kind regards,Ash E

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 provided that the business will reissue the certificate in the amount of $on RewardsZone account #***. The certificate is #***.Thank you and Regards,*** *

Revdex.com,Thank you for bringing this to our attentionWe are deeply sorry for any inconvenience to our customerPlease know that this was forwarded to our entire service and store leadership who have been working in close contact with the customer to address and resolve all issuesAndrew has been the customer's primary point of contactThe customer was given a loaner refrigerator as this product is on backorder, and all other appliances have been deliveredOur appliance supervisor will be following this to the end, and will discuss a gesture for customer satisfaction after the refrigerator has been deliveredThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Revdex.com, Thank you for bringing this to our attentionPlease know that the store has been trying to reach the customer, and they are not respondingPlease know the customer would need to connect back with our Manager in order to attain further assistance on this matterThank you
RegardsSarah L

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 Monthly Geek Squad Protection (GSP) plans are non-refundableI was not able to locate contact from the customer before
2/3/regarding this issueIf the customer’s wife was calling in before then, the agents would have been searching for a GSP in her nameThe GSP in question is under Mr***’s name Best Buy is unable to provide the refund the customer is requesting, but will provide service on the phone per the terms and conditions of the contract Best Buy considers the matter closed Regards, Kathryn S