Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Thank you for bringing this to our attention. The customer will need a receipt in order for us to process a return or exchange within the return allowed period. The customer is welcomed to call our customer service line at ...

[redacted] and we will attempt to find the receipt however we can only provide the information to the original purchaser.
As an exception, in some instances, our local stores do offer a refund to the lowest selling price within the last period however were are not obligated to offer a return or exchange if there is no proof of purchase.
Below is a link to Best Buy's return and exchange policy along with a link on how to obtain receipts.
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ /> http://www.bestbuy.com/site/Help-Topics/Getting-Receipt-Copies/pcmcat20440005002...⇄ /> Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YOU should not be able to keep taxes in your pocket from anybody. I have been purchasing from you for years and this is it. You scam your customers and your receipt policy is no where to be seen in the store. You are not a customer service driven company you are driven by greed. TO me you have stolen from me and you are of no good to me anymore as a business. If you were a company who valued long time customer you would send me a $50 gift card as a courtesy and for the inconvience. YOU sold us a faulty piece of equipment. You will not get another dime from me or my family. Television sets, computers, we got the short end on all of them but the tv's. You are horrible.

Dear Revdex.com,   Thank you for bringing Ms. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   After reviewing the notes in the system, the customer has been fully refunded for the order. We will honor the price she...

originally paid on the order for an identical item, SKU 3743019, however the customer will need to place the order herself at full price, and respond with the order number. We will then submit for a refund. Due to restrictions, we are unable to sell Apple products over the phone.   Regards, Kathryn S.

Dear Revdex.com, We have created a call tag for this return. UPS will make three attempts to pick up the product. Tracking Number: [redacted]Service: UPS Ground ServiceLabel Delivery Method: 3 UPS Pickup AttemptsThank you.

I am rejecting this response because: For the most part, it is still not resolved. See file "PS4 PRO Best Buy".I did respond to Alex email yesterday...

morning just after 10 am local central time. I wanted to waited to wait until Alex respond to my email before updating the Revdex.com complaint. Alex has not responded yet. See file "Best Buy Nathan Responce"Now that has been explained.I heard back from my bank, they told me  "As for the money coming out of the account it appears to be an issue with Best Buy. We recommend that you contact them to figure out what is going on with their processing system.". See file "PVB Best Buy". If there is a glitch in Best Buy system. Please fix it. Or give me a conformation that Best Buy going to charge me $440.14 instead of what the order online shows $535.18.

I am rejecting this response because:
The charge clearly went through twice and notified bb of this and they refuse to contact or cooperate with paypal in correcting this issue.

Dear Revdex.com, Thank you for bringing this matter to our attention. Firs of all, we are very sorry to hear of the setbacks endured by Mr. [redacted] when dealing with this matter. Please know that we have reviewed this and unfortunately were unable to find a reason why the game codes sent to Mr. [redacted] did not...

work. As a form of apology, we offered to send a $[redacted] gift card which Mr. [redacted] accepted as a resolution. He should receive this in about 10 business days.  Best Buy considers this matter resolved however, please forward any additional concerns to our office and we will respond accordingly.  Thank you.

Revdex.com,  Thank you for bringing this to our attention. Please know that the customer's order has been replaced for the correct item via BestBuy.com order number BBY01-[redacted]. There were concessions offered and accepted by previous agents in our company; however, I did issue an additional...

$150 credit to the order due to the inconvenience as a good faith gesture to our customer.  Thank you again for allowing us to address these concerns.  Regards, Sarah L.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Although the Best Buys rep has clearly misstated that the original contract terms were set up for auto-renewal and then failed to respond to multiple requests for cancelation, I find their resolution satisfactory to me.I very much appreciate the assistance Revdex.com has provided in prompting Best Buys to acknowledge and respond to my calls and emails.Thank you!!

Dear Revdex.com, Thank you for bringing the customer’s 60" TV return concerns to our attention.  Verified customer's TV was picked-up and his order # BBY01-[redacted] refund has been processed.       Sincerely, Dean [redacted]Executive Resolution...

Specialist###-###-####

November 11, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the order in question was returned and a $15.00 Best Buy gift card was issued to the customer.  Therefore, Best Buy is...

unable to fulfill the request for the credit in question.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,     Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the TV purchase 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 expectations. After...

receiving Ms. [redacted]’s Revdex.com complaint, we contacted our Mankato store’s (#[redacted]) management team to investigate the claim of the scratch, and broken screen detailed in their complaint.   When a customer elects to transport his or her own property, that customer is responsible for securing the product within the transporting vehicle. As a courtesy, Best Buy personnel will often assist a customer with the loading of merchandise into the transporting vehicle. We are not responsible for securing merchandise within the vehicle. In addition, Best Buy is unable to substantiate Ms. [redacted]’s version of events of the wrong TV in the factory sealed box, sold previously at Wal-Mart and not responsible for any damage to the TV that occurred after the purchase was completed. Based on our investigation, we would be unable to accommodate Ms. [redacted]’s refund request.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: Best Buy has offered me compensation for my experience.  I will close my complaint and accept the business' response upon receipt.  Additionally, while it is true that the set has been installed, it was not installed by Best Buy as advertised.

I am rejecting this response because:
Thank you for the follow up.  We have not received a gift card from Best Buy.  You must understand that this has been a fiasco from the beginning and that the reason for attempting to resolve this through the Revdex.com is that I have received inconsistent and conflicting information all along regarding the delivery of the gift card.  Ultimately, there has been no one willing to resolve the issue and instead I have been referred to the customer service department who has simply transferred me around and passed the buck.  Since you successfully cancelled a gift card that you sent me previously (the one that is missing was replacing the card you cancelled)  might I suggest that you cancel the outstanding card that you claim to have sent and send a replacement to my address of record.

Dear Revdex.com, Thank you for allowing us the opportunity to address this concern. The customer was notified on three different occasions regarding the non payment of the protection plan.1st e-mail sent on 12/21/15 to the e-mail address listed in this concern2nd notice was mailed on 1/15/16 to the...

address listed in this concern3rd notice was e-mailed on 1/15/16 to the e-mail address listed in this concern.Without a current protection plan on the phone, the customer will be responsible for any repairs needed to the phone. Thank you, Gail D.

Initial Business Response /* (1000, 5, 2015/09/24) */
Revdex.com,
Thank you for bringing this to our attention. I reached out to the customer on 9/18 to discuss per his ask, and left my contact information. To date I have not received a reply.
Thank you for the opportunity to address these...

concerns.
Regards,
Sarah L.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They claim to have reached out to me. I have no such attempt. No voicemail, no snail mail, no email. Nothing.
In addition to the lack of response from the business the original complaint has gotten worse. IN addition to original goose chase, I did place an order for site-to-store ship a phone. I got notified the order was placed, that it shipped to store. It said "in stock" "leaves warehouse in 1 business day" "avaiable for delivery to store in 3-5 business days." The day before is was expected to be delivered to the store, I was notified the item "was no longer available." Why would you tell me it shipped to the store, and wait two weeks to then tell me it was not available?! That is just cruel and unusual.
Final Business Response /* (4000, 9, 2015/09/29) */
Revdex.com,
Please know that I did in fact call the customer, leaving a voice mail with my direct line for contact.
The phone is regrettably unavailable. When inventory is sparse, our system may say there is one in stock, and that may not be accurate for a multitude of reasons, or discrepancies as the system can be off count by one or two.
As this is the case, the only true way to know that a phone is in stock, and promise availability, is for a store associate to physically get hands on the unit, and reserve it for our customer.
I understand that the customer had issues in connecting with the store, and we greatly apologize for that. It is very important that our customers are able to connect with an associate in a timely manner when contacting our retail locations.
Regarding the attempted online order, again, when inventory is sparse, BestBuy.com will show availability should there be any in stock across the country.
What it sounds like happened, is that the order was placed ship-to-store, meaning it would be sourced from a local warehouse if available. Regrettably, it appears that unit is not available in the customer's local warehouse, or our BestBuy.com warehouse.
I deeply apologize and have documented the customer's concerns and made this visible to the appropriate parties.
I have issued 2500 points to the customer's My Best Buy account 555305490 as a gesture for the experience.
Thank you.
Regards,
Sarah L.

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear about the frustrating situation, and for any disappointment and inconvenience in...

our customers efforts to seek resolution. At this time, we have been able to identify a process error within our store to help address these occasional mis-ships, and are actively working to prevent future similar situations. Our executive office has as a result issued a full refund for the order and items retained by the mentioned store. This credit should be visible within our customers accounts within 3-5 business days, and we again sincerely apologize for any inconvenience and frustration caused. Best regards,Shane M.Executive Resolution SpecialistBest Buy Co. INC.

Dear Revdex.com,Thank you for bringing this matter to our attention.  In addition to contacting the Revdex.com, the customer contacted the executive resolution team at Best Buy directly via phone.  The customer agreed to a resolution with an Executive Resolution Specialist.  Best Buy considers this...

matter closed.Thank you,David M.

To Whom it may concern,
Requested additional information from Mr. [redacted]
by phone and email.
Require a copy of the receipt
Thank you.
Larry S

Hello Revdex.com,   We are following up on my previous response to [redacted]’s Revdex.com case.   As a customer courtesy in covering the cost of Insignia blue tooth speaker purchased, we will be sending an additional $** Best Buy gift card.   Additionally, as we outlined and the T&C provided in our previous response, customer accepts the T&C of the website when they place online orders or purchase from our website.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

April 26, 2018     To Whom It May Concern:   Best Buy apologizes if Mr. [redacted] was unable to take advantage of the advertised savings in question.  However, we are unable fulfill Mr. [redacted]’s request to extend the expired promotion.    Nevertheless, as an act...

of higher level customer service I have requested a $[redacted] Best Buy gift certificate in his name to use at one of our location at a future date.  The gift card will be processed and mailed in the next 7 to 10 business days. Please forward any additional concerns to our office and we will respond accordingly.    Sincerely,       Terrance [redacted] Sr. Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### Direct ###-###-#### Fax terrance.[redacted]@bestbuy.com Ideation, Context, Maxmizer, Activator, Communication