Best Buy Stores, LP - US Headquarters

Revdex.com:
Thank you for solving this issue for meI've read Best Buy's response in reference to complaint ID ***, and I accept their resolution of getting what I paid backPlease share with them that I still can't get over my frustration of staying on hold over the phone for hours (I'm sure they can prove it if they review the phone calls I made) and being lied to every time in a different wayI want them to know that so for other customers that might have this happen to them in the futureOther than using the gift card that they will send, I'm not sure I'd like to buy from them in the futureThanks again for all your help and please consider complaint *** closed

Dear Dr*** - As was previously stated, your phone can have the software flashed through a mobile repair center that has appropriate equipment to do so. Again, the issue you are experiencing with your phone is not one that was covered by your Geek Squad Protection plan, which is why we are not offering you a full refund. We're sorry to lose you as a customer but we are unable to offer a refund based on an issue that was never covered by the plan you had.Regards,Amy C

December 8, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Mr*** as our store’s version of events differs from his description. The purchase was outside of the return/exchange period for
the product and our store staff was correct by informing Mr*** that we would be unable to fulfill his requests for return or exchange on the product. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

The replacement modem was sent back to Best Buy but they've not refunded any money so far

Initial Business Response /* (1000, 5, 2016/03/07) */
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
The television the customer had interested in is no longer carried in our
stores, and while the product was being moved through our inventory, the sale price fluctuatedWhile there may have been discrepancies between available products listed on BestBuy.com and what was in our store's inventory, we unfortunately no longer have the item to sellWe encourage our customers to contact our stores via phone to ensure products are available in their given location, as they have a more accurate count of products in store than our website
There are several televisions similar in to the one the customer were interested in around the same price available on BestBuy.comIf the customer has any other questions or concerns, he may certainly call our 1-888-BestBuy line available for consumers, or stop in a Best Buy store for a sales associate, who are not commissioned, to help him find a new product
Sincerely,
Kelsey F
Initial Consumer Rebuttal /* (3000, 7, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy has a duty to be ethically bound but what they advertiseNot only did they advertise the TV, they set the price twice and also raised it the day before they took it offlineAs for calling or going to a store to discuss this, I did bothAt the store I was advised "this happens all the time"If we, the consumer are shown a product for sale and that product has a price fluctuation twice, would not a thinking person believe it is available? There seems to be a lack of common sense in the reply presented to the Revdex.com and the consumerI do believe list leaders, while common, are not a legal advertisingThe seller has a obligation if they advertise to a product to produce said product and at the same price as shownThe consumer gets the raw end of dealing with companies like Best Buy more often than notOne would think that the courts would rule, based upon preceding cases, that Best Buy did indeed willfully advertise a product, they did willfully change the price and they did not have the product to sellThat may be a text book definition of a lost leaderI expect more from Best Buy, business ethics dictate nothing less

Initial Business Response /* (1000, 10, 2015/06/18) */
Dear Ms***,
Thank you for contacting Best Buy through the office of the Revdex.com about your issue with your desktop computerMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate Headquarters
Your complaint has been forwarded to me for resolution
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 companyAfter researching the product and transaction I see that technical support to through Geek Squad was not purchased but Geek Squad advised you how to trouble shoot your device over the phoneAfter many attempts at troubleshooting the device on your own you called Best Buy Co., Incagain and were advised to bring the device in for a diagnostic which was at no cost to you
With any service that is rendered to a customer there are fees associated with those servicesGeek Squad rendered those services that you mentioned as a customer service gesture so any repairs dealing with the software would require purchase of the technical support package or fees for services renderedI understand that this is frustrating for you and I would like to assist you by offering to cover half of the for you so that you can obtain the technical support package and get your computer fixed
Ms***, again thank you again for making Best Buy aware of this situationIf this offer is acceptable to you please feel free to email me at *** or call me directly at ***
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (3000, 12, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issues that I have been having started within the first two weeks that I had the equipmentThis is well within the refund periodThe Geek Squad suggested trying different options INSTEAD of issuing a refund on the defective product, claiming that it would resolve the issue
Because I have been a Best Buy customer for years and have never had an issue with them before, I took their advice, not knowing that they were just passing time till they could tell me they wouldn't issue a refund
Final Business Response /* (4000, 16, 2015/07/20) */
Best buy stands by offer to assist with purchase of tech support

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding their online order purchase request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations***
***’s online orders (BBY01-*** & BBY01-***) were both cancelled as we were unable to receive authorization or approval from their PayPal account for paymentWe received a decline from their PayPal account *** *** would need to re-order with another form of payment or check with their bank or PayPal account and place a new online order Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear ***,Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have caused youWe have ensured that an agent from our Remote Support team contact you to help facilitate any work that needs to be done under your planThey have left a voicemail and sent
an email in an attempt to connect with you directly so we can continue to support your technologyWe would suggest that you follow up with them so that this can be rectified.Thanks,

I am rejecting this response because:
The gift card has balance because somebody used it through your website's loopholeEven one of your customer managers told me the fraud who bought a $merchandise in your store using all stolen gift cardsThe gift card is not stolen because of my carelessness, however because of your website insecurityI do not accept this solution. *** G

Dear Revdex.com,Customer has been refunded for the TV and the GSP Plan. We are unable to return the Sound bar because it is significantly out of the return exchange policy.Best Buy considers this matter resolved.Thank you

Hello,We have contacted the customer and initiated a refund in the amount of $back to her credit cardAdvised customer to allow 3-business to see the refund back into her accountThe customer was satisfied with the resolution, and Best Buy considers this matter resolved.Thank you,Anthony
W

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have forwarded this complaint to the appropriate parties for follwith the customer to resolveWe will provide a status on this concern once we have an updateFurthermore, the customer should be contacted
shortly Thank you

Dear Revdex.com,Thank you for providing this follow upBest Buy will not be arranging to have the customer's floor replacedOnce the customer's claim has been approved or denied by Sedgwick, or *** in this instance, Mr*** will work his case worker to discuss next stepsUnfortunately, best Buy has no visibility to, or ability to influence, the customer's claim with Bosch.Nevertheless, please feel free to forward any new information and we will address accordingly.Best,Cassie E Exec Res Sr

Dear Revdex.com,Thank you for sending this for reviewAfter reviewing the customers complaint we will approve an exception to refund the restocking fee in a form of a gift cardThis typically takes 7-business daysI have called the customer to discuss the complaint further however I got his voicemail
and left a detailed message with my direct phone numberThe customers case number is #***.Thank you,Karla ***

I received the following emailI sent the
documentation requested today and am waiting for a response. ... Hi ***, I hope this email finds you wellI am contacting you in regards to your Revdex.com complaint concerning a washing machine that was purchased on BestBuy.comFirst of all, I am sorry to read you had a disappointing experience with usWe strive to deliver world class customer service, and I am so sorry that yours was sub-par. When you have a moment, could you please send me the invoice or receipt information for the truck rental? I would be happy to see what we can do about a reimbursement. Best regards, Kelsey *** | Best Buy Co., Inc.Executive Resolution Specialist | Enterprise Customer CarePhone ###-###-#### |Fax ###-###-####

Per our discussion, I will be sending the unit back to Best Buy, but if the laptop is not refunded within days of confirmed receipt via USPS I will reopen the case Thank you for responding

Dear Mr*** - The promotion that you are referencing was available on gift cards purchased through Cashstar. The $discount code would have been emailed to you had you qualified for the promotion. If you believe that you should have received the codes based on your purchase, you will
need to contact Cashstar at ###-###-####.Regards, Amy C

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the customer’s account, we see she was able to return the item in store on 11/21/We will be sending a
$** Best Buy gift card as a customer service gesture to the address provided to the Revdex.comPlease allow 10-business days for it to arrive Best Buy considers the matter closed Regards, Kathryn S

May 18, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as the customer was correctly informed by our store staff that the purchase in question was outside of the return/exchange period. Best Buy’s position
on this matter remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Dear Revdex.com - As stated in our original response, we checked the item price on the Newegg ebay site and it was the same price that the customer paid for the item when they purchased it from Best Buy. Simply put, there is no price difference, furthermore, we will not be offering any compensation to this customer based on the way he is interpreting our price match policy. We do not price match any ebay storefront prices.Regards, Amy