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 meThis is a completely separate order that I am receivingI did cancel the first one due to all the run aroundThe store manager at the Best Buy in Burlington,MA, Anthony went out of his way to help me which is why I am giving Best Buy a second chanceThis is the order I am receiving on April 15thIf all goes well I will be happy with the end result!Sincerely,*** ***

I am rejecting this response because: I have a valid receipt that says that I can exchange or return a product that I am not happy with within days of purchaseI was never given the opportunity or instructed to open the product before I left the store so it was never proven that the television was not damaged when it was sold to meI do not want a discounted product, I want an exchange as is my right as indicated in Best Buy's posted return and exchange policy on their website instructed by the receipt I was given

Dear Revdex.com,Thank you for bringing this matter to our attention. Mr***' order was cancelled because we were unable to verify his informationThe conditions of use for our website state: "Our order confirmation to you does not signify our acceptance of your order, nor does it constitute
confirmation of our offer to sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonWe may impose these limits on a per-person, per-household, per-order, or any other basisIf we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to usIf we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order."I was able to replace an order for Mr*** for the digital downloadMr*** will receive an email confirmation to his ***@gmail.com address. Thank you, and please let us know if you have any questions. Best,Cass E Exec res Sr

Dear Revdex.com - We have reached out to the Pinole, CA Best Buy store and found that the customer's television has been repaired per his request and is being sent back to the store for pick up. We will be closing our review of this matter.Regards, Amy C

I am rejecting this response because:
That is the cancellation for a separate orderof this product were ordered and paid forBest Buy still has my moneyPayPal has now escalated this to a claim. I continue to believe that selling items you DO NOT HAVE on eBay is not an appropriate business practiceBeyond thus obtaining a refund has been a nightmare

I am rejecting this response because:
As I said on my previous email, the store sales rep did not discuss anything about the restocking feeHe told me as long as bring back within days I get full refund and he showed me on the receiptI have attached the receipt that it shows " day return period on phones and connectable devices for all customersand that what he showed me on the receipt When I returned it to the store manager told me his is not in and I should have gone to the website and check it out myself and not rely on people who are hired by best buy again on my receipt and their sales rep says days refund with NO mentioning of the restocking fee

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused. Our emails sent to customers for store piitems clearly indicate how long the store will hold the item until it released back to inventory and the order
is cancelledHowever, we understand the customer disappoint and will be reaching out to him directly for resolution. Sincerely,Kelsey F. Best Buy

I am rejecting this response because:
Let's get specific on these cancelled ordersBest Buy cancelled one order regarding a single hard drive, usb sticks, and some other computer peripheralPlease tell me what I violated in this orderI hadn't ordered any of types of these computer peripherals in more than yearI have no idea why Best Buy cancelled that orderI tried to re make the order and those orders were cancelledIt's not like I made numerous ordersI was just trying to get this single order placedRegardless, I was banned from ordering online for weekSince then I have been able to place orders online againThis Best Buy representative seems to be completely unaware of this so I'm wondering how much this person "investigated" my case since they clearly didn't even look at my recent order history. BTW, I also have a price match that is stuck in limboIt has been over a week since the price match was made and I have not received creditThis is illegal and needs to be fixedThe case for this price match is ***It was already verified as qualifying for a price match by two representativesBest Buy is legally bound by their T&Cs to issue the refundIf this does not happen, I will file a chargeback claim with my credit card companyIt is incredible how disrespectful you all have been

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.Best Buy only prices matches to online retailers that are on our list of approved merchantsBecause we are clear and upfront about which retailers we do price math, we are not required to price
match each retailer that we do not.Our policy clearly states the following:"We price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com."These are the only online retailers for which we will offer our Price Match Guarantee.I apologize for your disappointment, as we value your business.Kindest regards,Cassie EExec Res SR

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBEST BUY DID RESPOND TO ME AFTER RECIEVING THE COMPLAINT AND SHIPPED THE ORDER OUT ABOUT HOURS AFTER RECIEVING COMPLAINTALTHOUGH I RECIEVED IT DAYS LATER THAN PROMISED ITS A LOT BETTER THAN THE January DELIVERY DATEI WILL KEEP THE ITEM AND WILL CONSIDER IT A SATISFACTORY RESOLUTION

Dear Revdex.com, Thank you for bringing this matter to our attention. We have reviewed both of the cases that the customer documented in her complaint. As of July 20, a refund has been requested for $32.09 for the charges related to the Kaspersky renewal, and the Kaspersky protection
has been cancelled. We apologize for the amount of time it is taking for the refund to post to the customer, but it can take up to a billing cycle for that to occur. Thank you, David M

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attention. We have spoken to the customer and came to a resolution directly with Mr***.Thank you,Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Xbox purchased from our online store and never received to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet
their expectationsWe have submitted a refund to Ms***’s online order for the Xbox (BBY01-***) today in the amount of $The credit will go back to the original form of payment and posted in approximately 3-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 7, 2015/08/28) */
August 28,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as it is my understanding that a refund has since been processed and the gift card in
question has also been sentNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 9, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After hours upon hours of my life being on hold, hung up, (never was disrespectful) also I am not alone in being hung up on check your own forums Best BuyNow as for the gift card what gift card? Also because I made a Revdex.com complaint I am not not able to order onlineALL my orders get cancelled right awayCustomer care stated they have no idea why, bank stated I had more then enough funds so that is not the reason and it is definitely Best Buy Corp and not the best buy cardAlso my emails never get properly answered so I do not know when I will be able to get to purchase things onlineOnce again WHERE IS MY FMGIFT CARDDSICUTING! ALSO PLEASE DONT GIVE ME EXCUSE THAT IT TAKES A WEEK OR TWO IT HAS BEEN MORE THEN THATI AM REALLY UPSET AND BEST BUY YOU NEED TO GIVE WHAT YOU PROMISED AND SEND ME THE GLDOLLAR GIFT CARD AS YOU PROMISED AND FIX MY ISSIE WITH NOT BEING ABLE TO PURCHASE ONLINEALSO BEST BUY real classy of you to take just about the days to answerYou seriously should be ashamed of yourself treating me and other customers like thisWhich once again your own forum shows I am not alone
Final Consumer Response /* (3000, 17, 2015/09/07) */
The issue is still there, I also am NOT ALLOWED NOW TO MAKE ONLINE PURCHASES due to this complaintI do not once again get a answer from best buy in regards why I can only NOW SUDDENLY after this complaint purchase in store and not onlineThis issue is far from resolved and I want everyone to see how best buy treats their customers like once you file a Revdex.com complaint they ban you from purchasing onlineBest buy once again customer support states basically they are clueless why this suddenly occurredPlease Revdex.com help fix these issues for me
Final Business Response /* (1000, 26, 2015/10/14) */
October 14,
To Whom It May Concern:
Best Buy feels that we have fully addressed ***'s concerns that were forwarded to your office in our previous correspondence dated September 4, and our position remains unchangedThe customer is welcome to shop in our retail locations; however the orders in question have not cleared our order verification processNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attentionPlease know that there was an issue with the order and it was indeed canceledThe customer would have been emailed about this, and I am sorry to hear they did not receive that communication.At this time a new order had already been placed and
deliveredDelivery of the product was freeIn good faith, I have issued a $** credit back to the customer's order as a customer satisfaction gestureThis should reflect back to the original form of payment in 1-business days, or 1-billing cycles depending on the customer’s cardThank you again for allowing us the opportunity to address these concernsRegards, Sarah L

Dear Revdex.com, I partnered with store leadership regarding this matterWe apologize for any inconvenience this caused. In this situation, the product was accidentally given to another customer who had ordered something similar and the order was closed out mistakenly by one of the front
lane employeesThere was a slight delay to figure out what had happenedLuckily, they had another one of the product in the building, so they were able to start the installation on time. MrCronin's installation did begin on time and was completed fifteen minutes before the estimated time he was givenThe store stated that they did offer a discount for the misunderstanding but MrCronin said he wanted a refund for the installation. As the installation was performed on time and completed early, we feel that the discount that was offered is a fair resolution and we will not be offering a refund for the installation. Thank you, Dan S.Best Buy

November 7, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office in our last correspondenceThe phone was processed under the Terms of their Geek Squad Protection Plan in which a refurbished unit would be sent to the customer and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

August 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed Ms*** concerns as I discussed the matter with her today and offered a $digital coupon to resolve the matter and she acceptedThe coupon has been sent to her email listed in
the complaintNevertheless, 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 - We can see that he has contacted our customer care department and they have requested an answer as to why the order was cancelled. The customer will need to work within the timeframe that has been provided to him by our Customer Care department. We can understand the
customer's frustration at having his order cancelled, however, we are unable to offer any compensation, nor are we able to expedite his requestRegards, Amy

Mr*** - Within the days after you received your computer and found that it was not working you needed to let the Geek Squad know that they needed to redo the repair. Our records indicate that you contacted the Geek Squad and that they tried to help you troubleshoot the errors you were experiencing, but we do not have any record of you escalating the repair to be checked. Our records also show that you complained about the length of time that the Geek Squad had your computer for repair on two occasions within the days that your computer was returned after repair, and that twice you requested that we give you an additional warranty, however, not once did you request that the repair of your computer be checked or redone. Unfortunately, as it is now well over a year beyond that day time period, we are unable to offer you a complimentary repair of your computer. Best Buy considers this matter closed.Regards,Amy