Best Buy Stores, LP - US Headquarters

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

Dear Revdex.com, Since the alleged damages noticed after the 3rd Part deliver team fulfilled the order, Best Buy is recommending that the customer work with their insurance teamUnfortunately, Best Buy cannot provide a settlement on behalf of another company.Best Buy stands firm with our initial response and will not be offering any considerations for settlement. Respectfully, Ash E

At the time of purchase the device was in Stock on amazonI needed the device immediately and had them to match the best buy website only because they would not price match amazonrSo bestbuy does price match prime items is this correct? My biggest concern is going forward am I going to argue any time I want prime merchandise price matched?

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 ***

Revdex.com, Thank you for bringing this to our attentionPlease know that after investigating, we do see that the package appears to have been lost in transit with UPSAs such, I have issued a full refund of $to fully resolve the matter for the customerThe refund will appear in 1-business
days, or 1-billing cycles depending on the cardWe are terribly sorry for any inconvenience to our customer, and glad we could help bring this to resolutionThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

I am rejecting this response because: this is the issue of Best Buy making the same claim that the check is being issued twice before, and each time not actually delivering At this point I would not accept their response until I actually have the check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11415495, and find that this resolution is satisfactory to me. BB handled it very well. Thank you for your assistance

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 ***

Initial Business Response /* (1000, 7, 2016/01/13) */
Sent the following email to the customer:
Dear *** ***,
Thank you for contacting the Revdex.com about your laptop order concernsI'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to
me for review
***, I was very sorry to hear the *** laptop you ordered was no longer available, and your concerns with receiving a refundI have verified the *** order BBY01-*** was cancelled due to availability, and the refund was automatically returned back to the Paypal account originally usedDue to your concerns, I have requested a $*** gift card be mailed to you as an invitation to visit Best Buy againYou should receive the gift card within three weeks at your *** address
Thank you again for making Best Buy aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns
Sincerely,
Dean ***
Executive Resolution Specialist
(612) ***
***@bestbuy

Dear Revdex.com - We have reached out to the management at the store where the customer purchased his phone and informed him of this issue. The management of that location have been in touch with *** and will reaching out to the customer for additional information in an effort to resolve this
issue.Regards, Amy

Dear Revdex.com, Thank you for the continued partnership regarding this matter. We apologize that the frustrations are ongoing. We ask that the customer continues to work with their case manager on the Appliance Escalations team to get this resolved. They are the highest level of escalations concerning this matter Best Regards,

Dear Revdex.com,Best Buy feels that we have fully addressed this matter and we maintain our position that the repair was completed in accordance with the terms and conditions of the customer's Geek Squad Protection PlanAccidental Damage from Handling (“ADH)if during the Coverage Period you submit a valid claim notifying us that the Covered Product has failed due to accidental damage from handling (ADH), we will either (i) repair the damage using new or refurbished parts that are equivalent to new in performance and reliability.https://www-ssl.bestbuy.com/usw/termsconditions/anonymousWe now consider this case closed and will take no further action.Thank you,

Dear MsCurry - We have reshipped the Call of Duty game to your correct address. Additionally, we have reached out to our verifications team to ask them what needs to be done to remove the Houston address from your profile. You will need to go into your saved addresses within your
My Best Buy profile and delete that information. Customer's are fully responsible for whatever information is listed within their profiles on BestBuy.com. For this reason, you must remove that address, as we do not have access to do so. Additionally, we do not provide a report to customer's who have been victims of fraud. Our review of the fraudulent activity is internal only. We encourage customers who have been victims of fraud to contact their local police to report this activity. We're sorry if you were mislead to believe that we would be providing you with additional information.Thank you for reaching out to Best Buy regarding the incorrect address and shipment. We value your business and appreciate having an opportunity to assist you to resolve this issue.Regards, Amy C

Dear Revdex.com,Thank you for bringing this to our attentionI have called ** *** at ###-###-####, and left a voice messageApologized for the customer's TV order concern and because of a lack of available product, the order was cancelledDue to the customer's experience I have requested a $***
gift card for customer satisfactionCustomer should receive the gift card within three weeks at his *** *** *** *** address.Thank you,Dean ***Executive Resolution Specialist

Dear Revdex.com,Though we empathize with Mr***, Best Buy is not responsible for the gift cards purchasedMr*** did not purchase the gift cards directly from Best BuyThe order numbers are not associated with Best Buy orders on Ebay, our website, or in store purchasesWe recommend he work directly with the seller he purchased these from Thank you,Best Buy

Initial Business Response /* (1000, 9, 2015/09/22) */
Dear Revdex.com,
I have requested a check be sent to *** for $He should receive it in 2-weeks
Thank you,
Dan ***
Best Buy Executive Resolution Team

Dear Revdex.com, Unfortunately, Mr*** will need to contact Sedwick as they are the insurance provider for Best Buy that handles damage claimsBest Buy does not directly handle these claims. Thank youmBest Buy

Dear Mr*** - We're sorry you were given misinformation regarding how quickly your gift card balances would be restored. We have reviewed your order and our internal notes and the balance of $*** is available on the card ending in ***. It appears that the other card was
either never charged, or not used in the transaction that you have referenced. As a one time customer service gesture I have applied a $*** Best Buy certificate to your My Best Buy account. Regards, Amy C

I am rejecting this response because:
As Best Buy HQ just admitted, I was incorrectly informed at time of purchaseThe representative, when asked where I could take the phone for battery replacement, stated it could be done at the location I was currently in or any of a number of locations in the immediate area. Per "The California Song-Beverly Warranty Act, (Song-Beverly Act), contained in Civil Code sections 1790-1795.8" this was in direct violation of state requirement. They are in violation of Section 1793.1.e (1-3) specifically, which requires the retailer to provide either a list of the nearest repair facilities, or at least the closest locationWhen I inquired, I was told the location I was currently standing in was the closest facilityRegardless if this is true, it was required that the information be provided, and it be correct.They are also required to: Maintain in this state sufficient service and repair facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of those warranties or designate and authorize in this state as service and repair facilities independent repair or service facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of the warranties.I've attached a map of the distance to the location they are now saying is closest, it's miles away - a hour minimum driveThis would be like telling someone in New York City, they have to drive states away to Manchester, NHThis is clearly not "reasonably close" as required by California State Law. Given the clear violations to state law at time or purchase AND even to this day with not having reasonably located repair facilities where the service/product was purchased, this needs to be resolved by one of the following options. 1.) Full refund of the extended warranty2.) Paying for me to go to a repair location they know to be authorized to perform the repair promised*** ###-###-####

I am rejecting this response because:
On this past Monday after the complaint was made, we had a delivery set up by the geek squad teamI even received a call with my time windowI used a day off to accept this deliveryI waited until hour after the window passed to call and see what was going onAfter hour and minutes on the phone with the geek squad rep trying to figure out what happened, it was determined that my washer never made it on the trailer and no one at Best Buy had the decency to call and tell me do I didn't waste a vacation dayNot only that, I was told that because her(Chris) and Nancy were doing all types of things to my account to figure out why my washer wasn't delivered, they could not figure out how to schedule a Nother delivery to come out SaturdayI was told I have to call back again the next day to set the delivery up Not only that, but your customer service rep mentioned several times that it would probably just be easier to return the item and she'd be happy to assist me with thatReally? Aren't you supposed to be pushing selling stuff not pushing your customers to return the item because it's too difficult to figure out? The next day I called and spent another hour on the phone with the rep who was trying to figure out why she could not set up my delivery for Saturday, June She was finally able to do it by returning in repurchasing the washer againTwo hours of my time wasted trying to set up one simple delivery. Fast forward to Saturday, June 11, our delivery arrivedThis one fortunately did not have any scratches were all the other ones did, however, it has a bubbling of the gray paint area on the control panel areaIt is still not acceptable looking based on the price point of this washer I will once again have to set up another delivery exchange of the same washerWe are now going on times I've had to be home waiting for a Best Buy delivery of this washer if you count the one day I stayed home and nothing ever arrived. On a side note your deliver guys have been great and totally agree with us and can't believe this keeps happening to us I will call and set up a another delivery for next Saturday, but I expect to be compensated for all of my time wasted and the loss of two of my vacation days that I no longer have to enjoy my summer getawaySomeone from corporate needs to take some initiative to get involved in this where your front-line people can't seem to get it right