Best Buy Stores, LP - US Headquarters

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.

Dear Revdex.com, Thank you for your partnership in bringing this to our attention.  At this time we have reached out to the customer directly and are providing a resolution in regards to the matter. Best Regards, Amanda H.

Dear Mr. [redacted] - Thank you for contacting Best Buy regarding your desire to have a 128 gb iPhone 7 Plus.  Unfortunately, Best Buy does not have any of these phones in stock in our Joplin location in the color that you are interested in.  We currently show that there is stock in the Rose...

Gold color and we would be happy to reach out to the store and ask that they hold one of these for you to exchange your current phone, however, due to availability of these phones during the holiday season, we cannot provide you with a date that we may have more in stock.  Please let us know if you would like to have us reach out to the Joplin, MO store to set aside a Rose Gold iPhone 7 Plus.Thank you, Amy C

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.

Revdex.com:
I received a call from the store Manager, and he agreed to assist me in the situation.Thank you.

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

Revdex.com:I have tried contacting them and they dont respond to my messenges ever. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Dear [redacted]:   Thank you for contacting the Revdex.com about your refrigerator concern.  I'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to me for review.   [redacted], I was very sorry to hear of the problems you are experienced...

with your [redacted] refrigerator purchased from our Willowbrook store.  I have been informed your refrigerator has been returned and would like to  offer you a $100.00 gift card for customer satisfaction.  Please reply to this email with your current mailing address and I will be happy to request your gift card.   Thank you again for making Best Buy aware of your concerns.  We do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns.   Sincerely,   Dean [redacted] Senior Executive Resolution Specialist

Dear [redacted],   Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.   I am very sorry for the confusion surrounding the Email you received from My Best Buy concerning the...

TECH SETUP for Fee Promo.   We have made an exception for you in this matter and I am very pleased that the Geek Squad was able to make arrangements with you to set up your new TV and that the work has been completed.   Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.   Sincerely,   Larry S

I am rejecting this response because: BestBuy has only been trying to pacify Revdex.com by telling them they will contact me direct. They have not ever contacted me or responded to my concerns. I believe they don't intend to. This was the 3rd time they said they had contacted me.

Initial Business Response /* (1000, 6, 2015/07/29) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the purchase of the cell phones at Best Buy Co., Inc. store number [redacted]. My name is Tyrus [redacted] 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 you. We value feedback such as this, as it helps us make decisions for the future of our company. I will be partnering with leadership in the store to seek a resolution for you.
Again, I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by a member of executive resolution team at Best Buy Corporate Headquarters who promised to help resolve the issue.
But no resolution has been offered yet, and I'm waiting for them to come up with one soon.
Thanks.
Final Consumer Response /* (3000, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"[redacted] claims that she spoke to the customer and explained this and the customer said ok."
This is a total lie if [redacted] claims that I said OK - I've never ever said OK!
Furthermore, when I spoke to Mr. Tyrus [redacted] yesterday I challenged Best Buy to prove that the receipts they printed for me on July 1 (claiming that I saved $699 & $599 on two phones) to be truthful and it is not fraudulent or deceptive-- intended to deceive me into signing the contract.
Final Business Response /* (4000, 15, 2015/08/11) */
[redacted] has spoken with the Sprint rep and he has explained that there is nothing that will be able to be done. Mr. [redacted] can return the phone but he will still get charged by Sprint for each month for the phone.

Dear Revdex.com, Thank you for bringing this to our attention. Based on our records, when the camera was replaced for the new Canon EOS Mark IV, he was provided a grip at no cost as part of a bundle.  Sincerely,  Dan S.Best Buy

Initial Business Response /* (1000, 6, 2016/01/04) */
Dear Revdex.com -
We have reviewed the customer's concerns and found that there was an error on our website that was listing a model of computer with the price for a lower priced model. In these instances we have shipped the model that corresponds...

to the price the customer paid. Here is the disclaimer from our website:
Errors on Our Site

We try to be as accurate as possible. However, we do not warrant that product descriptions or other Site content is accurate, complete, reliable, current, or error-free. Prices and promotions are subject to change, and may vary from those offered in our stores. We cannot confirm the availability or price of an item until you place your order. Despite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order.
The customer is welcome to return the items that were purchased and shipped to him, however, we will not be offering a different model to Mr. [redacted] in this circumstance. We apologize for any inconvenience this may have caused the customer.
Regards,
Amy

Dear [redacted] - We're sorry to hear that the case for your  Steelbook edition of Monster Hunter was dented upon pick up in store.  Unfortunately, we had a number of customers who received dented Steelbook cases for this title.   We are sold out of  this item and are...

unable to offer a replacement case.  We are applying a $15.00 certificate to your My Best Buy account as a customer service gesture for this matter. Thank you for notifying Best Buy of this issue.Regards,Amy C.

Dear Mr. [redacted], Thank you for bringing this matter to our attention to be addressed. We apologize for any inconvenience this may have caused. We have verified that the required repairs on your machine included an Operating System Restore which restores the machine back to the original factory...

settings. This includes the deletion of data and programs loaded after the initial set up. In order to get the Office Home and Student back onto your machine easily, you can download it using your Microsoft account support online at www.microsoft.com. Once a Microsoft account is established and software downloaded to a specific computer/device, you can easily re-download it without purchasing the software again as your own a license for the software on that machine. Best Buy will not be refunding the purchase price of the laptop. If you need assistance with your Microsoft account or downloading software, you can call 1-800-GeekSquad for additional support. Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The response still doesn't instill confidence in me, as the discount should be 20%, at least that's where the discount started for me.  The full refund is a nice gesture that is welcome.  It's disappointing that the one who chose to respond to my forum posts did not apologize and really didn't treat me fairly by investigating the matter thoroughly.  They should be reprimanded.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thanks,Dr. [redacted]

October 20, 2016 To Whom It May Concern: Best Buy feels that we have fully addressed Mr. [redacted]’s concerns that were forwarded to your office as he was informed that he did not qualify for a price match as the price was not a current price with the competitor.  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 Mr. [redacted] - You will need to make this request of Tech Liquidators.  They are a separate entity from the team that responds to Revdex.com complaints for consumers.  Your concern is a business concern and will not be addressed through this channel again.  Please reach out to Tech Liquidators through their website or via the toll free number provided in their response to you.Thank you,Amy C.