Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing MrKowalski's concern to our attentionWe have verified a service appointment has been scheduled for 7/between 8-to address the concern. Thank you,Best Buy

I am rejecting this response because:
Please see attached

Dear Revdex.com,Thank you for bringing this matter to our attentionWe apologize for any frustration and inconvenience experienced during the order processAfter partnering with proper management teams, we found that the order cancelled due to our “Cancelled-Credit Card Operation”. This response
entails either the billing information was entered incorrectly or the bank was unable to verify payment at the attempted time of purchaseIf our customer has since verified the billing information with their bank, we would invite our customer to replace their order, as the order is cancelled and can’t be recreated at this timeFor help doing so, our customer can visit their local store, or contact us at 1-888-BestBuyThank you for bringing the error regarding the phone warranty terms to our attentionWe have brought this listed error to the appropriate teams for awareness and revisalUnfortunately, Best Buy is unable to extend the warranty term lengths as these terms are held by CCR, and not by Best BuyWhile we truly apologize for this inconvenience, Best Buys does state in our Terms of Use on bestbuy.com: “We try to be as accurate as possible with the information we present on the Best Buy PropertiesWe will make reasonable efforts to accurately display the attributes of the products we sellWe do not warrant that product descriptions or other content is accurate, complete, or error freePrices and promotions are subject to change, and may vary from those offered in our stores...Despite our best efforts, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order.” Please be assured we are conducting the necessary internal follow up with the involved employees to ensure we’re providing the expert service we promiseBest regards, Shane MExecutive Resolution Specialist Best Buy CoINC

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

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 a representative from our office already spoke with Mr*** and explained that
the rain check provides for the price but does not guarantee the product availabilityNevertheless, 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, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not recall receiving any info in-regards to Rain Checks not providing the items listedI am not satisfied with this particular response and wish to further investigate itI recently called a local Best Buy In hopes of finding at least the TV listed but was told Best Buy will not be carrying the item any longer and it is discontinuedThus this tactic to get people into stores for a advertised sale has made my rain check uselessI am "UNSATISFIED" completely with Best Buy Stores at this juncture

October 2,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as I spoke with Ms*** and was able to resolve all the concerns outlined in her complaintNevertheless, please forward
any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus
terrance.***@bestbuy.com

Dear Revdex.com,Thank you for bring this to our attentionBest Buy did audit the customers accountWe found that there was an error when we merged their accountsAfter review the customer was correct in their spending and their member statusBest Buy will add points to their account, customer
should see the point in to hours.Best Buy feels they have fully addressed this issue. Thank youGail D

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

I am rejecting this response because:
This should have never happened in the first placeWhile the charges were dropped it took four days to hear back from Best Buy's managerial team on the matterI was personally told by Best Buy mobile I would hear the first dayThe ONLY reason the GM ever contacted me was due to this communication, not because he generally felt bad about the matterI don't think just dropping the charges off is enoughThe entire situation was ridiculousI need to know that this isn't going to happen again to anyoneThat Best Buy will take personal responsibility in training their staffI should not have to wake up one morning and see that there are fraudulent charges on my account

Revdex.com, Thank you for bringing this to our attentionPlease know that our store manager personally connected with Mr***, and he had already purchased the Note from our Evansville store at the discounted price of $off through Verizon. He had opted not to trade in his phone with Best
Buy and the additional savings he saw were from a trade in promotion with Verizon. We let him know he could trade in his phone at Best Buy, however the savings would not be as significant as the original offer he saw onlineThe store offered a Gear camera as a gesture for the experience, and he has acceptedThank you again for allowing us the opportunity to address the customer's concernsRegards, Sarah L

Hello,Customer has received replacement refrigerator on 10/26/and our records indicate delivery and installation went as plannedLeft customer two voicemail messages followion delivery and did not receive a responseBest Buy considers this matter resolved. Thank you,Anthony W

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear that Mr*** ***'s appliances were not delivered on the promised datedPlease know that we have contacted the customer and verified all appliances,minus a range,have been deliveredThe service for the
range is set to be completed on 08/and we will continue to monitor the situation to ensure a positive experience Thank you

Initial Business Response /* (1000, 6, 2015/08/20) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** concern regarding the refurbished ** computer purchased from our Marketplace seller Cowboom to our attention
Best Buy deeply apologizes for any frustration this
situation may have caused and disappointed we did not meet their expectationsWe have refunded customer *** for his online orders for the ** computer and Geek Squad Smart Care plan (BBY01-*** & BBY01-***) in the amounts of:
$
$
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***,
I have contacted "Cow Boom Electronics"at (888)*** and spoke with thier costumer representative Adriana at ***I went over the problems I was having with the laptop not working right out of the box, that I purchased from themI also told her I had sent it in but Geek Squad technicians would not complete the repairsI gave her the Purchase Order number,she had it on record and authorised the return of the computer for either full refund or a replacement computer after it had been inspected and was not to be found as advertised.( I returned it after reading futher into the return policy,a 3rdparty retailer should be contacted for returns or replacementIf after dealing with the 3rd party seller if not satisfied, contact Best Buy.) I still feel with the Geek Squad Protection plan and it advertised and sold as Geek Squad Approved it should have been repaired at the Geek Squad repair centerI also thought to pickup the computer because I like to have this resolved as quickly as can be done..for my daughter school needs and before either company would claim "too much time has passed for a refund or exchange"I have sent it back to"Cow Boom Electronics" today 8/19/@ $by UPS and should arrive their (Kentucky) approximately business daysI am not happy with their actions
Thanks again, ***
Final Business Response /* (4000, 10, 2015/08/21) */
Hello Revdex.com,
We are following up our previous response to ***'s Revdex.com case
Mr***'s feedback is very much appreciated on their experience with our Geek Squad and Cow Boom ElectronicsWe apologize again for any frustration they experiencedPlease be assured their concerns have been heard
Best Buy feels that this has been addressed appropriately and will not take further action on this issue
Respectfully,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Final Consumer Response /* (2000, 11, 2015/08/24) */
***,
Once again thank you for your work in resolving my issue with Geek Squad and Best Buy Electronics CompanyI did receive an email on 8/20/from Best Buy crediting my account $and changeWhich was explained to me would be going back to my Discovery Credit Card..and would take up to business days to be credited to my accountI was told if the credit did not appear on my account by 8/27/to call Best Buy customer service back and they would look into it thenAs I said in my last email to you, I've return the computer by UPS back to Cow Boom Electronics on 8/19/15...UPS counter person said it would take to at least 8/26/to reach themI am thankful for your service,giving customers a way of settling disputes
***

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concerns regarding the My Best Buy membership program to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe
contacted Ms*** directly and informed of the program terms and conditions, and informed we would be unable to reissue certificates earned that have expired As a customer service gesture, we have sent Ms*** a $*** Best Buy gift cardMs*** accepted the gift card as resolution Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 10, 2015/08/04) */
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
If a customer paid more than $in cash for a purchase, the refund
will be processed in the form of a checkInformation on our Return and Exchange Promise can be found at the following link:
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ /> Best Buy will not be providing any accommodations on the issue, and a check will be issued for the refund
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No it is not acceptable, It cost me $to cash the checkIf best buy has a policy that it will not pay cash for any thing over $the in turn it should not accept cash fund above thatOr explaine the policy before selling productThey share the return policy but not this hidden policyThe response fron best buy is ***
Final Business Response /* (4000, 14, 2015/08/06) */
Dear Revdex.com:
Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office in our previous response and we maintain our positionBest Buy does not hide this policy from any customerFull details of our Return and Exchange Promise are available online as well in store, specifically at the customer service counter for returns
Regards,
Kathyrn S

Dear Revdex.com - I reviewed Ms***'s appliance order and found that it is back-ordered by the vendor. I called Ms*** to let her know that we are unable to get the refrigerator delivered to her more quickly and offered to cancel the order and find a similar item. As the size of the
appliance is unique, this is not an option. I have offered *** a $*** gift card towards her next purchase and she has my contact information should she need additional assistance in the future. We have closed our review of this matterRegards, Amy

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/21/Best Buy has offered the customer a gesture for his experienceNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best
Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the $Best Buy gift card purchased from online order #BBY01-*** and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsA new $Best Buy card was reissued for Mr*** *** and sent to his son *** *** on 01/04/ The new $Best Buy gift card was subsequently used on a new online order placed by *** *** (BBY01-***) on 01/13/(gift card #***) With the new $Best Buy gift card being redeemed on the above online order by *** ***, we would be unable to accommodate Mr*** ***’s refund and compensation request Thank you again for making Best Buy aware of this situation Sincerely, Steven ***Executive Resolution TeamBest Buy Corporate Campus

I am rejecting this response because:
As part of my protection plan I am promised of things, should my computer breakThe first option is a replacement computerThe second option is "a reliable repair." For a repair to be reliable, the technician needs to have a firm understanding as to what the underlying issue is with the computerIf not, Best Buy cannot guarantee that the repair will be reliableOn the most recent occasion, after troubleshooting the computer for several days and believing that the hard drive was malfunctioning, Best Buy technicians stated that they "did not know what was wrong with the computer, but would just replace the motherboard." It is impossible to fix a computer reliably, if you do not know what is causing the malfunctionAs a result, Best Buy cannot say with any certainty whether the issue with the computer has been fixed, or just maskedThey do not know what caused it to malfunction to begin with, so they cannot say it was fixedI am entitled to either: a reliable repair or replacement computerThe attempted repair done, was not reliable and thus the replacement should have been granted.In the past, Best Buy has attempted to honor the protection plan, by choosing "a reliable repair." I have had issues with the hard drive on separate occasionsEach time, however, the hard drive breaks and needs to be fixed by another "reliable repair." These repairs have not been reliable, and thus indicates a breach in contract.The combination of Best Buy attempting to fix the computer despite not "knowing what is wrong with the computer" and the history of unreliable repairs, greatly indicates the need for the replacement optionPer the conditions set forth in the plan, because the repair was unreliable, I am entitled to a replacementAs a result, before escalating this further and exploring other options, I would like Best Buy to honor the agreement made: reliably fix the computer, or replace itIt is evident that Best Buy cannot reliably repair it, and therefore I am requesting a replacement

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 spoke with Larry from Best Buy and was completely satisfied with the company's response. Best Buy has resolved all of our issues and we are happy to keep doing buisness with them. Thank you Larry for your time and understanding, it was a pleasure speaking with you