Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
I do not accept their responseThis is an on ethical and dishonest business practiceThe Kapersky was old software & the computer was no longer in useThe Best Buy agent even acknowledged by looking at her screen, that the software and computer were old and no longer being used She even told me that she was aware that I now use WebrootIt showed right on her screenBest Buy is deceptively bilking millions of customers through this unethical and dishonest business practiceWhen a customer such as myself speaks up and complains, they then dismiss me and defend their deceptive business practicesAfter I pay off my card I plan on closing out my account and will discontinue shopping thereBest Buy used to be a company I THOUGHT was dealing honestly, ethically, & professionally with customersIt appears making money no matter how deceptively is their intentionI believe I have a right to request this refund since the software and computer were old not being used and Best Buy was fully aware of this as the agent and the supervisor of Best Buy stated And in addition, as I stated earlier I did not give anyone the authorization to bill my cardYou are an unethical business Best Buy and you should be ashamed of yourself

December 9, To Whom It May Concern: The purchase in question was not within the guidelines of our Price Match Guarantee and that is why the customer is not eligible for their request. Furthermore, Mr*** clearly disputes his own claim of advertising in
his statement, “…I went online to find out how to price match only to find out that Best Buy had corporately suspended the Price Match Guarantee for this weekend because of so many sales.” This statement confirms that the policy was clearly posted/advertised on our websiteHowever, in an effort to resolve Mr***’s concerns and offer exceptional customer service I have requested a $*** Best Buy gift card in his nameThe gift card will be processed and mailed in the next to business days. 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, Thank you for bringing this matter to our attention. Best Buy has reviewed the situation presented by the customer. We utilize a third party vendor, The Retail Equation, for tracking returns made to Best Buy. On February 9, 2016, the customer made a return to store
#***. During this return the customer received communication that he may be unable to make any further returns or exchanges, because the customer had triggered a warning from TRE. The return warnings issued to consumers go to protect a retailer like Best Buy from return fraud and/or return abuse. The customer then made a purchase on June 3, 2016. When he attempted to make the return, it was denied twice, because of the warning issued on 02/09/16. Best Buy stands behind the return denial. Thank you, David M

I am rejecting this response because:The units were NOT on back order initially because you had them out for delivery on a truckWhen the delivery was cancelled by Best Buy because they could not make it that day on time, they brought the merchandise back to their distribution center, put it back in their system as available inventory, and either knowingly or erroneously sold the units we had bought back on November 22, A distribution center representative as well as the manager there, admitted that OUR units were given awayAnd NO we don't find the $gift card you are sending us to be adequate compensation, and lying to Revdex.com saying you don't provide compensation when you have already clearly offered us a measly $gift card is the exact type of behavior exhibited by other BB representatives when we called in to inquire on our purchase

Hello Mr***,Thank you for contacting Best Buy through the office of the Revdex.com about your Geek Squad Protection planMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate HeadquartersI am sorry to hear about any confusion you have experienced
regarding your protection plan, 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 companyThe Geek Squad Protection plan provides for repair for non-accidental, hardware repairs on your computerBest Buy will only provide replacement of a device if we are unable to repair a product, or if the qualifications for replacement, as laid out in the terms and condition provided to you at the time of purchase, are metBelow you’ll find the portion of the terms and conditions that are relevant to prouct replacement: “CNo Lemon BenefitAfter two covered hardware repairs concerning the same defect have been attempted or completed on the same Covered Product during the Coverage Period (not including any renewal terms) (each, a “Qualified Repair”) and such Covered Product requires a third Qualified Repair, we will replace it with a new device of like kind and quality and of comparable performance in accordance with the terms of Section below (the “No-Lemon Benefit”) and our obligations under this Plan will have been fulfilled in their entiretyHowever, for clearance, openbox, and other Covered Products originally purchased at a discount, we may issue a gift card or voucher for the original discounted purchase price plus tax instead of offering a replacement, which would also fulfill our obligations under the PlanThis No Lemon Benefit shall also be subject to the following: IYou have days from the date of our No-Lemon Benefit authorization to complete your Covered Product replacement transactionIIThe following services are not Qualified Repairs for purposes of the No-Lemon Benefit: ADH Coverage repairs and replacements; parts and service covered under the manufacturer’s warranty or by a manufacturer’s recall; preventative maintenance; cleanings; troubleshooting and diagnosis; any technical support services in relation to computer software-related issues; virus and/or spyware damage/removal; a valid no-fault-found determination; customer education; accessory repairs/replacements (e.g., ice makers, chargers, disposable batteries)” Because these conditions were not met, best Buy is unable to provide you with a refund or replacement of your productAgain, I apologize for your experience, as we value your businessKindest regards, Cassie EExec Res Sr

Dear Revdex.com: Thank you for sending this on for our reviewThere are sometimes scheduling and availability issues with the installations, which can be frustratingHowever, the products has since been returned for a refundThis matter is resolved

Initial Business Response /* (1000, 5, 2016/03/14) */
Dear Revdex.com -
Best Buy has made a one-time exception and are replacing the customer's televisionI contacted Ms*** earlier today by telephone and notified her of our decision
Regards,
Amy

I am rejecting this response because:First of all, I am in disbelief that not only has it taken someone from best buy two weeks to respond to my complaint but furthermore, they responded without even looking in their systemTheir response contradicts everything that I discussed with the last Best Buy representatives that I spoke with and furthermore if they actually took the time to check their system prior to responding, they would see that the order was never scanned by usps and furthermore, I did not receive my package later that dayI filed my complaint two Thursdays ago after wasting several hours of my time on the phone with ops who all were clueless and thought they order never shipped and also spoke with a rude operator who refused to put a supervisor on the phone and disconnected on meTo give you CORRECT information, I requested a refund on the guaranteed delivery date after my mail carrier came with no package from Best Buy after having gone through a nightmare with the Best Buy repsI simply wanted a refund and did not want to do anymore business with Best buy if it meant spending several hours on the phone and speaking with rude operatorsThe following day AFTER the guaranteed delivery day, my mail carrier delivered two packages and one of them were from Best BuyI called Best Buy within min of receiving the package and let them know that I received the phone that they issued me a refund for as a courteous as I am an honest personThe first person I spoke with advised me that I would receive a shipping label to return the phoneI continuously checked my email and after several hours of not receiving it, I called again and spoke with someone elseThe next person I spoke with looked over my numerous calls and the notes in the system and told me that I did not have to send the phone back in due to all of my troubles and to keep me as a best buy customerI am baffled that not only has it taken Best Buy TWO weeks to respond but the person who responded did not take the time to respond with correct information nor even look over notes in their system or better yet to track the orderThe fact of the matter is, I was guaranteed a delivery date of Thursday and everyone I spoke with from Best Buy was cluelessThe mail carrier came on the expected delivery date with no packageDue to wasting roughly 4-hours on the phone and being told the order probably did not ship, I requested a refund from Best Buy as I did not want to do anymore business with Best Buy if it meant wasting a large portion of my day and getting a headache in the process so my intentions were to buy the same phone elsewhereIf the person who responded took the time to track the order, they would see that I did NOT receive my order later that dayIf I received my order later that day, I would have not filed the complaintBefore I was even issued a refund or filed a complaint, I requested one from another unhelpful operator who refused to give me oneI filed a complaint because not only did I not receive the phone on the guaranteed delivery date but I was told the order may have not shipped so to me, I was out of the money I spent with no merchandise eitherTo be told to keep a product due to all my troubles and have someone respond without even looking at the order nor the emails Best Buy has sent me stating I will not be charged again or any of the cases, then have someone respond telling me to return it although it's a long two weeks later and they have yet to send me a label, is both disappointing and ridiculousIf Best Buy charges me again despite me having emails and recorded phone conversations of where I was advised NOT to send it in, I will make sure that paypal and my bank gets a copy and does not charge me againIn the future, it would be helpful if Best Buy employees would look in their system and respond to a complaint correctly opposed to waiting two weeks later to respond with informationI regained my faith in Best Buy after speaking with the last operator and sadly I have lost it again

I just want to clarify that the check for $*** was a refund for the Geek Squad service agreementIt was not in any way compensation for the poor service received, or not being able to use my work device (laptop) for weeks, or the time it took to finally get our device back. Sadly, the $*** check it not considered a make good in our eyes

I am rejecting this response because:
The past two weeks I have spent dealing with customer service responses that run the gamut from blaming me for the issue, offering compensation, to lecturing me about how I should cancel my credit cardsIn your response the best you can give me is a guess as to how this occuredI think that's pretty rudeNo, my financial identity wasn't stolen but I find it highly unlikely a number with our area code, 716, was used in place of their area code which is 571, Personally, I don't see how when a person uses a rewards number the cashier wouldn't be able to realize the difference but its a moot point I guessThank you for the time and response

Dear Revdex.com, Thank you for forwarding the customer responsePlease know that we are sending a replacement gift card to the address provided by the customer in this complaint This will be $on the cardThe total refund was $but $went back to the credit card used in the order Thank you,

December 9, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as I have completed a $credit to the order in question. We apologize for any inconvenience this matter caused and Mr
***’s Gamers Club membership is fully active. 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, Thank you for forwarding the customer responsePlease know that we have worked with the provider who has offered to waive the early termination feeUnfortunately, there are activation fees that the customer will need pay for if she wants to active a line with any other provider Thank you

Dear Revdex.com,Thank you for bringing this matter to our attention. We recognize this has been a challenging situation for the customer. We apologize for the issues the customer has experienced with our various attempts to provide a customer satisfaction gesture. We have verified that
two gift cards were in fact sent to incorrect addresses. A third gift card has been ordered and is being sent to the address tied to this complaint. In addition, an e-gift card will be emailed to the customer. The physical gift card and e-gift card will meet the requested resolution the customer seeks. Best Buy considers the matter fully addressed.Thank you,David M

I am rejecting this response because: the 1st time I called, I was told about a riser part that was already en route to the service centerThe next time I called, there was no update providedThe 3rd time I called, I was told about expected partsOn the 4th call, I learned that the parts weren't ordered and thus *** hadn't shipped them yetToo many conflicting stories and inaccurate information + the track repair doesn't even work on geek squad & bestbuy websitesUnacceptable!

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy has investigated this matter and verified the email update was caused by human errorBest Buy has fixed the issue and feels this matter has been closed and resolved Thank you

Initial Business Response /* (1000, 10, 2015/07/11) */
Dear Mr***
Thank you for contacting Best Buy through the office of the Revdex.com about your poor experience with delivery from order number BBY01-My 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 would like to offer you a 20% discount as a means to restore your confidence in Best Buy Co., IncI know that this will not take away from what happened but it is merely an invitation for a better experience with us
Mr***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf this offer is acceptable to you please feel free to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***

Dear Revdex.com, Thank you for bringing the customer's concerns to our attention. We apologize for any frustration or inconveniences this may have caused We have spoken to to the customer directly. The customer was in violation of our My Best Buy Program Terms and
Conditions. Membership CancellationIf your membership is canceled (either by you or by Best Buy), you will forfeit any remaining points.If your account has a negative points balance, we may immediately cancel or reverse any or all outstanding points as well as issued reward certificates.We may not issue you any reward certificate(s) if we terminate your account because of conduct that we determine, in our discretion, violates these Terms or any applicable law, involves fraud or misuse of Program membership, or is harmful to our interests or another customerWe also reserve the right to deny future membership if we deem your conduct to violate these Terms.Our failure to insist upon or enforce your strict compliance with these Terms will not constitute a waiver of any of our rights.Best Buy considers this matter closed Sincerely, Scott M

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer should always be charged a 10% discount of the current filter price on their replenish per the terms and conditionsIt does look like there were additional discounts on the customer's first two replenish orders;
however the customer can expect to receive a 10% discount going forwardRegarding the customer's most recent replenish order, it appears there was a glitch in receiving their discountIf there was a glitch, we would have absolutely taken care of the customer; however, it appears they returned their filterAs a courtesy to the customer, I have issued a full refund of his first two replenish orders to be credited back to the card used at the time of purchaseWe have provided the customer's feedback on their feelings about the verbiage to our business team leadership who runs this program as well for internal reviewThank you again for allowing us to address the customer's concerns Regards, Sarah L

Dear Mr ***, 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 apologize for the difficulties you are experiencing with the delivery of the ** washer Dryer Combo
Unfortunately the web site was in error and has been updated to reflect the correct availabilityWe are waiting on delivery from ** on this item and we currently estimate fulfillment on May 14, 2016. You may cancel this order if you chose and select another model or wait for the delivery as originally scheduledI have requested a $*** Best Buy Gift Card as a gesture of good will for the inconvenience and frustration this has caused you.The Gift Card will take to weeks to arrive and will be mailed in a plain white envelope, so please watch for it in the mail. Thank you for your patience and again, I apologize for your experience, as we do value your business.Best Buy considers this matter resolvedSincerely, Larry S