Best Buy Stores, LP - US Headquarters

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

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###-###-####

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!!

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.

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.

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.

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

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.

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.

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.

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,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 sending this for review. I have looked into the customers order and see that we attempted twice to process order but the credit card declined. We do not show any previous interactions of the customer calling in to report issues. We will not be honoring sale price of $79.99 on...

the headphones. I have called the customer and let her know if she is still in the market to purchase headphones I can help her find something in her budget. I left a voicemail with her case # [redacted] and my direct phone number.Thank you,Karla [redacted]

Dear Revdex.com,  Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. We do not have record of the customer being promised a refund and additional gift card, and if something happened to the package while...

it was on the customer's porch, that is unfortunately something that is beyond our control. We recommend the customer file a police report if he feels the items have been tampered with while they were on his property. We will not be refunding the product or issuing a gift card, and Best Buy feels this matter has been fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

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.

I am rejecting this response because: Best Buy answer is incorrect, the order was not automatically cancelled I contact them to find out way was the transaction was still showing awaiting authorization. I had previously contacted my bank who told me the transaction was approved. For some reason Best Buy's system was not seeing the authorization. After spending 35 minutes on the phone with customer service "I ASKED" the rep to cancel the order.The original order was cancelled due to Best Buy system no working properly and not due to an error on my part. I told the customer service rep multiple times that I no longer had the original gift cards. Due to the the delay and bad customer service/system I was unable to take advantage of better pricing. This was caused not by any fault of mine but by the broken customer service system and incompetence of Best Buy employee. Attached are the logs of all the phone calls I made to Best Buy without resolution, more than 6 hours of my time.

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

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

09/25/2017 To whom it may concern, After review, Best Buy has approved the customer for an exchange as a result of the device's condition and repairability.  This device may be exchanged via delivery or in store at any Best Buy location.  We now consider this issue fully...

resolved.  Nevertheless, please feel free to reach out should any further issues arise.

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.