Best Buy Stores, LP - US Headquarters

I am rejecting this response because: I do not feel as if my concern was fully addressedWhen I customer has a concern about a product that is provided and is assured that the product if functioning as it should and it does not, resulting in a loss - telling the customer, "Oh wellNot our fault." is not addressing itAdmitting that your staff needs better training when dealing with customers' concerns and rather than question the concern the product should have been replaced does absolutely nothing for the customer that DID NOT receive this responseBest Buy was aware of the issue with the GearFit There are plenty of concerns/complaints noted on their websiteSince this is the case and appropriate action was NOT taken by Best Buy's staff, I believe that Best Buy has a responsibility to the customer to do somethingAnd not push the customer off on the manufacturer

Dear Revdex.com,Thank you for allowing us the opportunity to address this concernBased on the age of this order it was very hard to determine if the customer received the productAs a onetime customer service gesture, we have refunded the price of the CD + tax to the customer’s credit card Thank
youGail D

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the issues our customer has experienced in their efforts to receive their
online iPad orderUnfortunately, as the order has already been cancelled, our customer would need to place a new order as we do not posses a way to reinstate orders in this statusHowever, Best Buy would like to mention that as availability on this item is extremely limited, it is possible that our customers order may cancel again if we are unable to fulfill upon itIf our customer would like assistance replacing the order, we recommend visiting a local store or contacting 1-888-Bestbuy (***) and we would be happy to look into fulfilment options for this item. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because:THe funds promised to me $credit towards purchase (on Best Buy credit card) and the $gift card have not been honoredAlso, I have made multiple attempts to contact the insurance company for the repair towards damages to property and no one has responded back to me. Everytime I contact Best Buy, I do not get a call back from the representative that was in charge of handling our case (Joanne Talbot)When I email her it take over weeks for a response. The last conversation was had with a call center representative who indicated the $150/$were being processed but nothing has been received as of yet. I'm beyond disappointed, not only with the initial complaint, but then afterwards how this Revdex.com matter was handled.Best Buy Corporate should be made aware of this lack of service.-*** and *** ***

Initial Business Response /* (1000, 10, 2015/09/25) */
Revdex.com,
Than you for bringing this to our attentionI was able to locate accounts for the customerI connected with her, as I don't see any recent purchases, and she states that she does not have any receipts for purchases; therefore we
are unable to add points to the account
We merged her accounts into 1, and updated the information associated with her My Best Buy so that it is current
I educated the customer on how to use her account for both in store and online purchases going forward, and the issue has been resolved
Thank you again for allowing the opportunity to address these concerns
Regards,
Sarah L

Attached is the information requested

I am rejecting this response because:
I have been dealing with this for over a week, all I simply want is a return of my deviceI purchased it at BestBuy.com and I should be able to return the device to them and they issue me a credit! The Merced, CA store told your associate "Tea" A completely story with an extreme slander of my character that held NO truth or merit I will absolutely deal with separateIt is what I would assume was a desperate attempt to cover up why I was treated so poorly at your Merced, CA locationObviously at this point I think it is in everyone's best interest NOT to have me return to your local storeIt takes 3-days in most cases for "Tea" to even respondThere are hundreds of people on your BestBuy forum that are dealing with issues similar to mine, staff in stores not knowing or wanting to handle the returns properly and being rude or worse to customers. I JUST WANT A RETURN AND REFUND SO I CAN DISCONTINUE ANY AND ALL FUTURE BUSINESS WITH BESTBUY IN A TIMELY MANNERIf you force me to travel the hours to another location to complete my return I will expect time and expense compensation for the return

I am rejecting this response because:
Hello,I do not need any additional assistance from Best BuyHowever, they are not providing service to their many customers with the present attitude, if my experience is any indicationThey are expecting me as the customer to understand their inventory supply chain as well as their POLICIES, vsproviding customer serviceRegardless of their poorly designed inventory system. I was provided multiple miss representations of my issue, as if it did not really matter (the policy is in place)The service I was provided was truly unexceptionable and I still feel I was not HEARDI am not sure if Best Buy has the the correct policy attitude or simply do not have the needed or correct leadership in place. Either way, Revdex.com, I thank you for your assistance and attempt to make this right

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused. Our records indicate the customer was refunded the requested amount on 10/25, and he should be seeing this refund back in his account nowWe apologize for
any delay caused by the creation and processing of this fundWe also see that the Zagg screen on the order was not refunded, so we have created a refund for the remaining amount on the order as well. Best Buy now considers this matter fully addressed. Sincerely, Kelsey F

Dear Revdex.com:Best Buy feels that we have fully addressed *** ***'s concerns that were forwarded to your office in our previous response and we maintain our positionThe customer completed the Sprint cell phone lease agreement, and the phone purchased in 11/27/is outside our return or exchange period.Sincerely, Dean *** Executive Resolution Specialist ###-###-####

Dear Revdex.com,Spoke directly to Mr*** an apologized for his experience in the store. Mr*** was able to purchase the Computerand was Issued a $** Dollar Best Buy Gift card for the inconvenience and frustration this matter may have caused him.Best Buy Considers this matter resolved.Thank
you,Larry S

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case For any returns, refunds or service through our company, we require the purchase receipt to confirm and verify the purchaseThis information and policy requirement is noted at the check outs, receipts and on our website www.bestbuy.com We have been unable to confirm the purchase in our systems with the customer information *** *** provided in the Revdex.com complaintTo further research *** ***’s purchase, we would need to have them clarify if they paid cash, or with a credit/debit card or if the purchase was under their My Best Buy membership account (member # needed) Currently, Mr*** shows no purchase history in our system with the address or phone # provided: *** *** ** Las Vegas , NV Daytime Phone: ###-###-#### Evening Phone: ###-###-#### Respectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear
Revdex.com,
Thank
you for bringing Mr***'s concerns to our attentionWe apologize for any
inconvenience or frustration this may have caused to the customer
Our
records indicate the product in question was shipped to the customer and signed
by him upon arrivalPlease note that
Best Buy is not responsible for lost or
stolen items, and if there was any criminal activity committed during the
acceptance of the delivery, the customer will need to continue to work with the
proper authorities as this is beyond our realm of what we are able to address
If this had been brought to our attention within
days of when the item shipped, we may have been able to explore more options at that timeWe do not see any previous interactions with
the information provided and because we are now outside of this time frame, we
will not be providing a refund or a replacement at this time, and encourage the
customer to continue to work with the authorities
Best Buy considers this matter closed
Sincerely,
Kelsey F.Executive Resolution SpecialistBest Buy

Dear Revdex.com,Thank you for your continued partnership regarding this matter.We will be providing the attached documents to our vendor carrier partners for internal evaluationHowever, as the product was shipped and sold as new, please note that our position regarding any discounts has not changedWe apologize again for any inconvenience this may cause.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com, Thank you for making Best Buy aware of Mr*** concernsAfter reviewing Mr*** order history and his previous interactions with our customer service team, I have refunded his order in full. We are sincerely sorry for the difficulty that Mr*** had in being refunded
for his installation, and for the poor service he received from our staffRest assured that we taking every step to make certain that simliar situations can be avoided in thefuture.Thank you again, sincerely, for bringing this to our attention.Best,Cassie EExec Res Sr

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Revdex.com -
The item that this customer purchased was a Black Friday dealThese offers are limited quantity and we do not offer rainchecks or substitutions on these itemsThe disclaimer regarding limited quantities and the fact that
rainchecks and substitutions will not be offered is clearly listed on all Black Friday advertisingWhile we are sorry that we may be unable to fulfill her order, we will not be offering this customer any additional discounts or incentives
Thank you,
Amy
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is when the item was initially placed online, Best Buy sent a confirmation it was available! It should not be consider a raincheck item, as Amy and Michael statedIf they ran out of inventory, do not accept the order in the first placeOnce they confirmed the order and set an expected delivery date, any changes thereafter is their fault and I should not be penalize for their errors
Anyway, the order was not cancelled on Friday 12/11/I received another email notification on Dec 10th expecting more deliveries on 12/23/Why did Michael say he can't
postpone back order cancellation or simply he won't? And based on Amy's response, it is apparent that this business have no intention or accepting responsibility for their mistakes
Final Business Response /* (4000, 9, 2015/12/17) */
Dear Revdex.com -
Black Friday deals sell out quickly, which is why a customer may think they are able to purchase an item, when in reality, the item has since sold out onlineAny orders that we may be able to fulfill with product that is backordered will go to the purchase orders in the order in which they are receivedDue to the high demand for Black Friday sale priced items, we do not offer rainchecks, nor do we substitute other itemsBest Buy considers this matter closed

Dear Revdex.com, Thank you for bringing this matter to our attention. We have escalated this issue with the Clearwater, FL location, because this does seem to have been done in error. We are partnering with the local Verizon representative to get the issue addressed. We apologize for the
issues faced by the customer in this scenario. Additionally, the customer has been provided my direct contact information if further assistance is needed to achieve the desired resolution. Thank you, David M

I am rejecting this response because:No one, absolutely not one of my friends or business people I talk with, agree that Best Buy did anything more than illegal Bait and Switch in this transaction I bought the *** Note from Best Buy.com on May 28, for $after I had waited to become eligible for upgrade to my phone number. I have been on my brother's family plan with Verizon for over years, and he has been on same plan for over years I was told when I received my cell phone in mail to take it to nearest Best Buy store so they could enter phone number from my current old phone to new *** Note Plus I wanted Best Buy store to put on Zagg screen protector I had ordered with my phone and for additional $43.05.When I got to Best Buy store on May 2015, they told me I had option to save $20/month on my plan if I paid full price for phone I told Best Buy phone people I doubted they were correct as I was enrolled on my brother’s long time Verizon phone plan which he was quite satisfied with. Best Buy told me this didn’t matter my brother would automatically save $20/month on my phone number on his bill if I paid full price for phone. I did the math and figured it would take months to break even at $20/savings per month and any time after that I kept the same phone, the savings would begin to accrue.I stressed my brother was a VERY busy person and had no time to follow through with the discount, but Best Buy said they needed just to call him from store to enact savings. My brother who lives in Boston, talked to Best Buy Denver store who explained he had to do absolutely nothing---the savings was automatic if I paid full price for phone after sales person entered the information from his terminal.My brother said he was too busy at all times to do anything but as long as nothing changed on his Verizon account except the automatic $20/month savings it was up to me to decide to pay full price and get him that savings or keep the $price which provides discounts for upgrades.Best Buy reassured me savings were automatic, called my brother who was on his way to Germany to affirm they had enacted change, made out new receipt for same phone, and told me as I left store it was all done, and nothing more needed to be done.My brother doesn’t even have time to look at his bill every month. When he saw later on in fall there was no savings he contacted Verizon. In the past year he and I have spent several hours talking with Verizon who says Best Buy made a mistake and should backdate receipt. I’ve gone to Best Buy store a few times in between Verizon negotiations and talked with Best Buy on phone several hours in past year explaining Verizon feedback.I will not be satisfied with losing $and at least hours combined time with Verizon and Best Buy because Best Buy employee made a mistake. I could have worn slippery high heels in a Best Buy store and taken a fall totally my fault and Best Buy would have to pay. Why shouldn’t Best Buy at least revert to original invoice like Verizon thinks they should do because a Best Buy employee made a mistake?Not only do people I’m related to make frequent Best Buy purchases, I recommend appliances for remodels to my friends at large condo complex where I live I can tell these people to pick Home Depot over Best Buy because Best Buy acted extremely dishonestly to me. Does Best Buy want to create extremely bad customer relations by being so stubborn? If Best Buy refuses to be reasonable, I plan to decide between going to Small Claims for amount or hiring a lawyer to represent the aggravation plus monetary loss I’ve suffered with this transaction.I am trying NOT to overburden Best Buy with additional expenses these routes would take. I realize I can also ask AARP magazine to take an interest in my storyThis is response I received from Colorado Attorney General’s office.State of Colorado Department Of Law Office of the Attorney General RE: Best Buy Dear *** ***: Thank you for contacting our office with your concerns as we are in receipt of your complaintYour complaint provides valuable information that will help us identify trends in consumer fraud and allow us to set enforcement prioritiesAs a result, our office will keep the information obtained from your complaint as part of our ongoing efforts to identify those businesses that may engage in patterns of deceptive practices in ColoradoIf the number of complaints rise to a level that indicates a widespread pattern of deceptive practices, as defined by the Colorado Consumer Protection Act (CCPA), our office will further review the complaints against the company at that time for possible legal interventionAdditionally, as the company appears to be headquartered in Minnesota, you may also wish to contact the Minnesota Attorney General regarding any concerns you may have at: Minnesota Attorney General Bremer Tower Minnesota St. Saint Paul, MN Phone: 1-657-Web: http://www.ag.state.mn.us While we cannot take direct action to resolve your issues, your information will be reviewed and kept on fileBecause we are prohibited in providing individual legal advice, legal interpretation, or individual legal representation, you may also wish to seek the opinion of private counsel to address your personal issuesWe appreciate the time and effort you took in bringing your concerns to our attentionInformation from the public is vital to us in helping us to properly document trends, pursue investigations, and ultimately to file lawsuits on behalf of the publicSincerely, Consumer Fraud Specialist Consumer Protection Section (800)-222-or (720)-508-www.stopfraudcolorado.gov

Thank you for sending this to reviewI am sorry that you were provided incorrect information we do not have a way to merge gift cardsThe correct process is to "freeze" which simply means cancel the gift cards and issue a new oneThe customer service team does not have the ability to request
electronic gift cards and that is why that was not an optionI am terribly sorry for the inconvenience this has causedI do see that the new gift card has been mailed to youThe time frame given is correct.Best regards,Karla ***

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing this to our attentionPer the Terms and Conditions of the Geek Squad Protection plan (GSP), Best Buy may repair or replace the unit to meet the specifications of the product as intended by the manufacturerThe GSP does
not specify that genuine manufacturer-issued parts will be usedIt is Apple's prerogative to not consider this to be an original product and to decline to assist with repair or troubleshootingBest Buy maintains that it fulfilled the GSP as written in the Terms and Conditions, which are a legally binding contractTherefore, Best Buy will not be able to consider your requestWe apologize for any frustration this may cause
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am extremely dissatisfied with this decision as well as the company of Best BuyBest Buy did nothing other then ripped off customersI DO NOT agree with the decision and I strongly deserve for best buy to replace my iPhone or reimburse meI have not been able to fix the phone, use it or replace itIf they have any dignity, replacing the phone would be the best they can doIf I had otherwise been told that the iPhone was going to be replaced with other phone parts, I would had never purchased an insurance with them
Final Business Response /* (4000, 9, 2015/06/24) */
We feel we have fully addressed this complaint, as we are following the written Terms and Conditions of the Geek Squad Protection planWe are sorry the customer remains dissatisfied