Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to the attention of our Executive Resolution Team for proper reviewBest Buy would like to sincerely apologize for the inconvenience described during this repair
processUnfortunately Best Buy is only able to offer refunds on products, defective or otherwise, within the first days of purchase as described in our return/exchange policy. Since the first repair was initiated on 12/26, and we are within our day workmanship guarantee, we can however process a refund for the service performed as the unit in question is still having issuesWe would request that our customer provide a receipt for this service charge as we are unable to find a record of this payment in our system with the information providedOur customer’s product does carry a year manufacture warranty offered by Dell, and Best Buy would recommend reaching out to them if this is truly a hardware issueAccording to our Geek Squad, the hardware successfully passed all diagnostics performed which led them to pursue the possibility of the issues described being software basedThank you again for your assistance in bringing this matter to our attentionBest Buy looks forward to a response that we may proceed in offering resolutionBest regards, Shane MExecutive resolution specialist Best Buy CoINC

Dear Revdex.com: Thank you for sending this for a final reviewBest Buy does not carry the warranty for this product, and does not accommodate returns beyond the 15-day periodI cannot account for conversations between employees and the customer; however, I did speak with the General Manager of the store #and as a one time exception, he is willing to exchange this item for David MclendonThe customer may visit the store tomorrow and ask for Marcus Johnson

Dear Revdex.com, Thank you for giving us the opportunity to address this issueAfter review of the customers account and purchase, the customer was charged $365.68. We do not show an additional amount of $charged to the customer.Best Buy feels we have fully addressed this issue.Thank
youGail D.Best Buy

Initial Business Response /* (1000, 9, 2016/01/04) */
Dear Revdex.com,
Thank you for sending this information to us here at CorporateI have alerted my executive level leaders in that district and that store (store ***)
Danny and Michael (Geek Squad and General Manager) notified me that they are
in contact with the customer and that they are filing a claim with Gallagher Basset to resolve the matter

Dear Revdex.com, Thank you for bringing the customer’s return concerns to our attentionCustomer’s SPT dishwasher return was received and refund completed on 11/21/ Sincerely, Dean ***Executive Resolution Specialist###-###-####

Dear Revdex.com,Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration caused to the customer.While we do see the delivery was originally scheduled for delivery on the 20th and had to be rescheduled, we see the order was completed on April 25th
The customer has signed the manifest accepting the delivery and installation was satisfactoryWe do see the $gift card was offered for the inconvenience of having to reschedule but has not been issued, so we will be sending that to the address listed above.We will also be passing the store and field experiences to the respective leaders of each area so that any erroneous behavior can be addressed internallyAgain, thank you for bringing Mr***'s concerns to our attentionAt this time, we consider this matter fully resolved.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

I am rejecting this response because:A $gift card is a joke when the price matching policy posted by Best Buy refund was over that amount. So far, one refund offer (in good faith, according to Best Buy e-mail response), then another offer in good faith (in e-mail response) the next day still didn't cut it when price matching per policy, but they still quoted the Amazon Prime Promotion.The Amazon Prime Promotion that Best Buy is referring to WAS NOT IN EFFECT at Amazon at the time the order was placed, nor a half hour later on Saturday 1-28-17 after the non-english speaking people at BEST BUY couldn't do anything but repeat back everything I said about the items for price matching, and this went on and on and onThat prompted a call to our local Best Buy store and a call back from the manager on duty (and still WAS NOT IN EFFECT at Amazon), who is aware that I am a customer of theirs and was given the information on what the problem was, and had a chance to look at both items in the order to view that these were posted prices at the time and the pre-order price of $for WWE: Roadblock (three disc DVD set) was not changed to a (pre-order now at $for Amazon Prime Members Only Price) until after midnight 1-29-17, therefore qualified under the price match policy posted by Best BuyComplaints written to Best Buy customer service (an address no longer posted on Best Buy's website) didn't get their atttention until the follow day, at which time Amazon raised the price of item one: History Of The Eagles (three disc blu-ray) by $2.00, and re-listed item two: WWE Roadblock as an Amazon Prime Member Price Only.A NEW PROBLEM EFFECTIVE TODAY HAS DEVELOPED REGARDING THIS ORDER - this order was received today (2-1-17) and I have written to Best Buy customer service ([email protected]) to inform them that they either sent me the wrong version of item two: WWE Roadblock (three disc set) as I received a one disc version, or Best Buy has a listing on their website and this DVD is not what was advertisedThey not only owe me the additional $for the proper per policy price match that should have taken place on 1-28-- but now they just owe me the three disc set they advertised, or a complete refund. Send that to Best Buy!And then do something us customers have to deal withPlace an order at Best Buy dot com that has a lower posted price at Amazon, Walmart, etc- then try calling Best Buy and request a price match per policy - but be prepared for non-english mis-understanding, hearing what you've said repeated and repeated and confused, and watch minutes go by and still nothing accomplished - and you'll discover why customers are going to Walmart.Then ask why [email protected] is no longer listed on Best Buy's website under "contact us"

Customer picked up truck today and is happy. Everything that he mentioned in his complaint was in process. The wheels took a little longer than expected to get repaired. Thank you and Merry Christmas!! Brian PM***Tom O'Brien Chrysler Jeep Dodge RamU.S
NorthGreenwood, IN 46142Office: (317) 534-2202Fax: (317) 885-3690Toll Free: (866) 290-4324www.tomobriengreenwood.com

I am rejecting this response because: best buy Lord to us several times, changed the delivery date tomes and told me Friday that *** had no idea when it was shipped, when it was in fact, sitting in your warehouse The amount I requested is no longer valid, as of the treatment we received The amount you will refund will be $for the microwave, $1,for the refrigerator and $forDelaying my kitchen because of the severe lack of communication at best buyYour reps are rude, disrespectful an ill informed regarding all products $ 2,will be refunded to me because of your neglect and outright lies

June 7,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns in our previous response to this matter forwarded to your office on May 25th, and our position remains unchangedNevertheless, 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate Best Buy's prompt response

Dear Revdex.com.This case has been resolved Customer received credit for the faucet on 9/19/Best Buy considers this case resolved

I am rejecting this response
because: the business made no mention of offering to reconcile the disputed $in their initial emailThey told me they would reach out to me via telephoneI replied that I was able to be reached anytime and then never heard from them again via phone or email

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with the HP laptop purchased from Best Buy Co., IncMy name is Tyrus *** with the Executive Resolution Team
at Best Buy Corporate Headquarters
I am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyI have a few questions regarding this issueWas there any extra protection purchased through Best Buy? Have you tried to contact the manufacture? What exactly is going on with the device? Can you reply to my correspondence?
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Final Business Response /* (4000, 10, 2015/10/19) */
Provided customer with credit towards new computerPlaced order for him and express shipped at no costOrder number BBY01-***Case closed

Revdex.com, Thank you for forwarding the customer's responseUltimately, we cannot return the headphones as the serial number does not match the number on his sales receiptBest Buy has given our final answerThe customer is welcome to reach out to other entities, and those will be funneled to me, and we will provide this information to them as wellThank you Regards, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by Ms*** regarding the delivery of her appliancesOur notes indicate that both, the fridge and dishwasher have been delivered Best Buy considers this matter resolved
nevertheless please forward any additional concerns to our office and we will respond accordingly. Thank you

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 I was not able to find the purchase information for the DVD burnerWill you please provide the Customer Service Pin
from an in store purchase or a BestBuy.com order number (starts with BBY01)? Additionally what was the reason given in store to not provide the requested price match? Regards, Kathryn S

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We have contacted the customer directly to resolve outside of the Revdex.com Sincerely,Kelsey F.Best Buy Co., Inc

I am rejecting this response because: I did respond to Best BuyI emailed Best But (Adam
***) on Jan 14th and have not heard back. They did not complete the install, their subcontractor didn't show up or cancel on Jan 7th. I had to hire someone myself. They offered me a gift card and I countered with 25% my next purchase. I wanted to give them a change to show improved customer service. ***

Best Buy is not responsible for this fraudCredit card fraud must be reported to the customer's bank for fund resolution