Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Mrs***'s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mrs*** directly and have been able to locate inventory to fulfill her order. She was
very pleased and excited to be getting her phone. The phone will be shipped from our corporate office Friday 11/16. Best Buy considers this matter closed Sincerely, Scott M

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and they did do the even exchange for camera only not bonus unit and not considered a one time onlyI feel it is excepted from customer and best buy should also send gift card for manager and employee being rude the first time going in to exchange productThanks have a great day!

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'm just hoping other people don't have to spend 6+ hours on the phone consistently rescheduling deliveries

Initial Business Response /* (1000, 5, 2015/07/24) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I apologize if there was any misinformation or misunderstanding regarding Sprint's monthly billingI have shared this complaint with management of the
store locationThe General Manager, Gerardo, has reached out to Ms*** and has arranged through the store's Sprint representative to have a $credit applied to Ms***'s Sprint accountGerardo also discounted an accessory by $60, as a further customer service gesture to Ms***
Ms***, I apologize for your experience, as we value your businessThank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***

Dear Revdex.com, Thank you for bringing this matter to our attention. We apologize for the difficulties the customer experienced with this order and failed delivery. There has been an internal review, and we do recognize the customer made multiple efforts to get the issue resolved. From
a process standpoint, Best Buy does need to receive items back before refunds can be issued. We do offer customers the option of returning them via UPS or taking them directly to a store location to expedite the process. Again, we recognize that for this customer the latter was not an option, and the process for intercepting a package or refusing shipments extends the wait for a refund. Our internal review indicates that the refund has now been processed. Best Buy does not compensate for timeThank you, David M

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Ms*** due the haul away not completedUpon further review we have noticed that the haul way was completed on 11/04/16. Best Buy considers this matter
complete nevertheless, please forward any additional concerns to our office and we will response accordingly. Thank you

Initial Business Response /* (1000, 7, 2016/03/14) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I have looked into the pricing bundle that Mr*** had photos ofI have learned that the bundle was priced incorrectly and was visible to
customers temporarily on Sunday 2/This was an unintended pricing error and we would, therefore, not honor a price match on it, as the conditions of use of BestBuy.com state that Best Buy reserves the right to correct any errors and to cancel any ordersThis is why the store could not see the bundle at the price that Mr*** requested, and why there was no email of that mispriced offer
I am sorry for the disappointment that this error has causedWhile that offer is invalid, I will order a $** Best Buy gift card to be sent to Mr*** as a customer service gestureThat gift card will arrive to the address cited on this complaint within approximately 2-weeks
Mr***, I again apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***
Initial Consumer Rebuttal /* (2000, 9, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
YesThis result is not the desired outcome but it is satisfactory

Dear Revdex.com: Thank you for sending this on for reviewThe customer did in fact purchase his headphones on 1/12/Best Buy offers a 15-day Return & Exchange Promise periodThe details may be accessed at the following link:
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ Beyond that timeframe, if the product malfunctions, the customer may contact LG to explore the repair options available under the manufacturer warranty via the following site: http://www.lg.com/us/support-product/lg-HBS-900-Black#Thank you

Dear Revdex.com,We have documentation that *** is a family member and this purchase and the correlating contracts are the customer's responsibilityThat being said, as a one time exception, we have issued a refund check in the amount of $for the additional months of coverageWe now consider this matter closed, as the customer's desired resolution has been fulfilled.Best Regards,

Dear Revdex.com, Mr*** has a 76.32% return rate and has returned $32,of the $42,purchased since Due to the high return rate and amount of returns, we will be unable to lift the block he received. Thank you, Dan S.Best Buy Executive Resolution Team

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I am very sorry to hear about the continued problems you have experienced with the refund from Verizon and apologize for the inconvenience and frustration the matter has caused you As you have been informed by Tori at our Buckhead Mobile store this credit is coming from Verizon not Best BuyOur review indicates that the promotion has been applied. The Credit can take up to billing cycles to reflect on your statement. The promotion will be backdated and yes you will receive a credit of $for January and February. Both months you were billed the full $the $credit will bring the device cost down to $according to Verizon Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the *** laptop charger cord purchase to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations when the connector plug was not included with the *** charger cordAs a customer service gesture, we will be sending a $check from our corporate office which *** can purchase the connector plugThe check should be received in approximately to business days
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I know a $laptop plug is not a big deal, but we have just gotten tired over the years of ordering something only to find out that the order has been changed or is incorrectI appreciate Best Buy's resolving this matter and for the Revdex.com's quick response

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 has been able to successfully place orders for purchase on BestBuy.comThe issue the customer was experiencing before was due to
quantity limits on the order, and the FAQ link he provided explains what constitutes quantity limits: Q: Once I am a member of Gamers Club Unlocked, is there a limit to how many new video games I can buy with my 20% discount?A: YesMembers are limited tothree copies of a new (i.enot pre-owned) gaming software title per platform, per yearCollector’s and Limited Editions count toward that title limitGame of the Year editions, usually released much later including additional content do not count toward that limit but would essentially start as a separate game and limit.As long as the customer follows the terms of use, both with his Gamer's Club Unlocked and BestBuy.com, he will not have an issue placing ordersHowever, any misuse of the account or violation of the terms is grounds for account suspension and/or terminationThe terms of use can be found here: http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Buy feels this matter is fully addressed. Sincerely,Kelsey FBest Buy

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 would however like it to be known that I brought my laptop back to Best Buy in Conway on Sunday the 11th because the back light on my keyboard was not working since I received it backLuckily, they were able to open it up in house and reconnect the wire that had simply not been reconnected at the Geek Squad service centerThis was simply a lack of quality control on their partEverything looked good and I brought it home.That's when I noticed the disc drive (an ultra bay accessory on ***s, which are removable) was ajar in the computerIt wasn't just slightly out of place but was actually jammed back inside with no care as to how it should beIt took me about minutes to work it freeOne of the clips on the optical drive that latches the drive in place was bent and forced upward, which made it impossible to put back inI luckily was able to fix it, but again, this showed a severe lack of quality control and care on the part of the Geek Squad people who fixed it.Overall, when I finally got my computer back, I had to fix personally or had to return to the store to fix different thingsI personally feel that while the gift card makes me feel okay still shopping here, I would be EXTREMELY unwilling to go to Geek Squad ever again given the quality they have shown and the lack of working with me to make it better

Initial Business Response /* (1000, 11, 2015/10/01) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that the Geek Squad Tech Support plan was in fact refunded, as an exception, by the store
There is no Geek Squad Protection coverage so the repairs need to
be performed under the active manufacturer warrantyBest Buy can facilitate sending the computer our for repair but will not be covering the costThe manufacturer will be providing any coverage per their terms and conditions of warranty
Best Buy will not be approving an exchange/refund of this unit as it is outside return policy
Thanks,

Dear Revdex.com,Thank you for sending this for reviewI have spoken to the customers mom *** who has stated she they have worked with La Quinta store who have taken care of them and will proceed with a refund.Thank you,Karla ***

Initial Business Response /* (1000, 5, 2015/10/02) */
Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters
According to our records yoru processed and exchange on your defective Galaxy Gear on 09/18/2015, and that you purchased a new Geek
Squad Protection planThe receipt for this this transaction is *** 09/18/
In processing this exchange we have fulfilled ur obligation under the terms and conditions of your protection plan
Mr***, I apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did go ahead with an exchange after waiting for over days for Charles to return my call when he said he would call me within 24-hoursEach day that passed I made numerous attempts to call him and left voicemail messages for him as wellAlmost two weeks from the start of this issue, with no movement or follow through I felt like I had no choice but to exchange the deviceSo yes, I did go through with an exchange for an inferior model which was lacking features that I wanted (and had on my original device) and was given a $gift card to makeup for the poor customer service and time I had to spend on tracking down a resolution (originally I was offered which I made clear was nowhere near adequate for what I had been put through, and honestly after spending hours and hours in the store and on the phone regarding this I don't feel that was much less of a joke then When the rep asked if a $card would make me happy I told him "NOIt will make me happier then but I am still far from happy considering I invested hours of time trying to resolve this because several people failed to call me back as promised)Because I was afraid I would never hear back from anyone in your company as my experience has taught me is standard practice for your company, I went ahead with what I thought was the only chance I would get at reaching resolution, as poor of a resolution it wasIt is great that you are so quick to attempt to close the complaint and totally disregard the horrible treatment I have received from numerous members of your staff both at store level and aboveRest assured that my ongoing experience in this matter will be shared on as big of a stage as I possibly can including platforms such as social media and face to face interaction with anyone whom I can work this story into the conversationI am disgusted by your lack of regard for your customers, their time, and their satisfaction with your servicesI feel taken advantage of, as well as stuck with the dismal attempt at a resolution that was able to be providedIf I had any amount of confidence that I would actually get a call back from your staff whom said they would call me back (but repeatedly didn't), or someone else in a position to truly resolve the issue and ensure a positive customer experience I would have never proceeded with the exchange! At this point I'm am left with nothing but regret for all of the purchases I have made at bestbuy, including this watch, an xbox one, external hard drives, a washer & drier with protection plan, a laptop, and gamer club membership to name a few (and those are just some of the purchases in the last 6-months)Technically you are correct that in processing this exchange you have fulfilled your obligation under the terms and conditions of the protection plan, but you are quite far from fulfilling your obligations regarding customer care and experience
Sincerely,
Disgruntled former customer
Jonathan ***

I was able to get in contact with your third party delivery team, who explained that they've been attempting to get in contact with the customer for quite some time, without success. As soon as we hear back from the customer, we'll be happy to work with him to resolve this issue
Thanks! Cassie ***

Dear Revdex.com - We do not see that the order was cancelled, which happens sometimes when items are backordered in our systems, however, we are showing that the Fit Bit was delivered to the customer's mother on 5/11/2016. We also see that the order has been returned, however, because there has not
been a refund processed, we are uncertain how the item was returned. Unfortunately, the customer attempting to cancel the order with his credit card has created an additional hiccup. We need more information from the customer regarding the package that was delivered to his mother on 5/11/and any subsequent returns that may have been made. We are happy to continue to review the customer's concerns, however, as stated above, the fact that the customer instructed his credit card company to dishonor the payment has created some additional issues with the payment capture information. Regards, Amy

Dear Revdex.com,Thank you for brining this matter to our attentionThe customer reached out to our Customer Service department and they were able to issue him his refund on 05/04/The customer should expect the refund in at least one billing cycle. The customer has our contact information if he
has any other questions.Best regards,Daniel S