Best Buy Stores, LP - US Headquarters

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 greatly appreciate your assistance in resolving this matter.Kindly, *** ***

I am rejecting this response because:
There is no clear explanation on BestBuy.com/returns defining this policyThe policy seems abtrusive to personal opinions on products and returns under conditionsMajority of my returns were products never opened thus creating no ill affect on the company or its finances. The return created two days after initial conversation was expressed to the agent on the line prior to further discussionsI was transparent with my intentions.These acts are not criminal nor are they detrimental to the organizationThe products were all of different brand and nature, thus elinating the proposed explanation of potential fraud or criminal intent. accusations and consequential reprocussions without proper representation or explanation leave me to assume these actions taken by BestBuy are not only unethical but also illegalIf resolution cannot be met here future correspondence will need to occur with legal counsel

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the online order and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations
After receiving Ms***’s Revdex.com complaint, we contacted customer directly and confirmed they received the Best Buy gift card for $*** and will be sending them a Best Buy E-Gift Card for $*** and a $*** E-Gift Card to their email address: *** Ms***, accepted the E-Gift Cards as resolution and my contact information going forward for any questions or concerns Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/12/03) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I am sorry to hear of the cracked televisionWhile Best Buy's return and exchange policy normally excludes damaged items, I have shared this complaint
with management of the store, and the store will be calling Ms*** to arrange for an exchange of the television as an exception
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***

Dear Revdex.com,It has been verified with the customer that the unit has been removed and they have received a full refund for their purchase.We sincerely apologize for any inconvenience and frustration this may have caused our customerBest Buy considers this matter resolved.Thank you

Dear Revdex.com Have reached out to *** by phone left voice messages no response

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/20/Best Buy has provided the customer with a gestureNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

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 The link the customer included is for a Google searchBest Buy is not responsible for any information Google provides in a
search resultWhen an item or items are purchased from BestBuy.com or our eBay storefront, applicable sales tax is displayed at the time of checkout Best Buy collects and remits sales tax as required by lawSales tax is calculated based on the shiping address on the orderWe are unable to refund the tax collected on this order, and consider the matter closed Regards, Kathryn S

Dear *** ** - Our records show that all desktops that you purchased were delivered to the address listed on your two orders. We will not be offering to reship or refund any of the items as your orders have both been fulfilled.Regards, Amy C

Revdex.com, Thank you for bringing this to our attentionPlease know that I forwarded this issue to both our Best Buy and *** management, who personally connected with the customerWe sent an installation team out to address the customer’s concerns, and they helped address them for the customer
Part of the issue was an installation misroute that was corrected, and the other was stemming from a DirectTV box in which the installer helped the customer connect with DirectTV for a new boxThank you again for allowing us the opportunity to address the customer’s concernsRegards, Sarah L

I am rejecting this response because: NOTE TO Revdex.com: Please see attached PDF for full email correspondence previous to these messages
Hello Alex,You are speaking solely in hypotheticals and initially were not even aware of the promotionI was thereThere was absolutely no testing done and no physical conditions (which is what the online tool ask) that were worse than "poor," in fact the computers were in much better working condition than I described onlineAs previously mentioned, the sole requirement was the trade in of a "working" laptop as advertisedI would advise Best Buy to discontinue such advertisements if they intend on allowing stores to arbitrarily choose which laptops to accept.I would kindy request you to pass this to your senior representatives who can adequately address these concerns and have direct feedback from the store sent to meWhile you may represent the current position of Best Buy's customer service team, it most certainly is subject to changeBest Buy's senior agents can speak for themselves if I ask for an escalation.Best Buy has failed to create the customer experience it intended to in this promotion - advertising it as one for all "working computers" but leaving stores to do as they please - and as a result, will see less computer purchases from customers like meBest Buy customer service seems to want to stand firmly behind their store than with their customers, who are key to their success as a companyIts disappointing that they want to hide behind the legal wall created by their terms and conditions than provide customer-friendly helpRejecting an escalation and not honoring promotions as advertised is not fair business practice

I am rejecting this response because:
Although I do NOW have my washer
Delivery was still pushed back twiceCausing me to have to take off from work times and spead a lot of money at the laundry matt washing my clothesWhen I purchsed the item it was to be deliverd on 1/Or I would have never bought itIt was currernly on sale at other retailers and best buyBuy the time it was to be delivered the 1st time the sale price was already goneIf I were to return my purchase I would of lost out on the deal that was being offered all overWhich is not fair to me that when I purchased the item Best buy did not have it in stockThey should not sale something they do not haveNot to mention the lack of customer service throughout the entire process and getting the run around for a month on when I was going to get my purchaseThe day before it was actually delivered I never even received a all like I am suppose to confirming the timeI had to call Best Buy AND the delivery companyNot to mention the delivery was also hours outside the 12-windowI did not receive the washer until after 6pm that night Yes I have my washer, but not without a terrible experience and customer serviceIf I need up upload all the text alerts I have of Delivery times changing and transcript voicemails about the deliveries I can to show the run around we gotNot to mention I am sure there are recorded phone calls with 1(800)BestBuy of being hung up on just because we were upset and having to call back

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 Thank you for your assistance in bringing this issue to their attention. ***

Dear Revdex.com,Thank you for bringing the customer's order concern to our attentionI have called Mr*** *** and apologized for his order delay and thanked him for his feedbackOrder # BBY01-*** was delivered on 3/31/17, and due to customer experience, we have requested a $*** Gift
Card as an invitation to returnCustomer should receive his gift card within three weeks at his *** *** *** *** address.Thank you,Dean ***Executive Resolution Specialist###-###-####

June 9, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as the order has since been returned. Nevertheless, please forward any additional concerns to our office and we will respond
accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Dear Revdex.com: This matter was resolve and the are no pending charges or holdsThe additional amounts were authorizations from attempting to run the card more than once due to the bank responseWe only charged it one timeIf his bank reflects differently or assessed fees that Best Buy caused, the
customer may call 1-888-BEST BUY and work them to provide proof and have the matter investigated properlyThank you!

Dear Revdex.com,Thank you for sending this for reviewI have looked into the customer's interactions and see that we have made a one time exception to provide the points onto the customers accountA total of points were applied to the customers My Best Buy account on 02/22/This is a huge
exception that we Best Buy has made because we do not provide any points on purchases done with gift cards.Thank you,Best Buy

April 21, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as we are unable to locate any purchase information for the cash purchase in question and we cannot offer any further assistance regarding this
matterNevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com, Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. Unfortunately, the promotion was only valid in store and was contingent upon the trade in of the iPhone before activationMs
*** purchased and activated her phone online, so she does not qualify for the $gift card We will not be issuing a gift card for this matter and consider this fully addressed.Sincerely,Kelsey F.Executive R

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy has reached out to apologize to the customer for the poor experience he has had in this situationWe want to thank the consumer for the feedback he has provided and we hope that we will be able to provide a more
positive series of interactions in the futurePlease reach out to us with further questionsBest Buy considers this matter concludedThank you for your time. Sincerely,Alex S