Best Buy Stores, LP - US Headquarters

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.

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

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.

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.

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.

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

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

Dear Mr. [redacted],Thank you for bringing this matter to our attention to be addressed. We have confirmed with General Manager, Beth, from the Mesquite TX store (#**) that an exchange can be processed with them. We left you a voicemail on each provided number on 7/22/16 with this information. We...

are requesting that you respond to that voicemail, or call the store on the weekend @ ###-###-####, to inform us of your expected arrival so we can give the store a heads up on your visit.Please make sure to have all of the product accessories and the original receipt with you to make the process simple and swift.Thanks,

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

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 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,

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.

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 apologize for the inconvenience and frustration that
our inability to the delivery of your new TV...

to your home may have caused you.
 
Pursuant our
phone conversation today 8/11/2016, I have requested a $[redacted] Best Buy gift card
as a customer
service gesture.  As I mentioned the gift
card will take 2 to 3 weeks to arrive and
will be
mailed in a plain white envelope for security purposes 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 resolved.
 
Sincerely,
 
Larry S

Dear [redacted] - We have reviewed your concerns and are sending you a $[redacted] Best Buy gift card.  You are correct that changes were made to our trade-in program.  Unfortunately, stores are unable to override our point-of-sale systems to offer the additional amount on a trade in. ...

This affected very few customers, however, you are one that was affected and we apologize for your frustration.   The gift card has been requested and you should receive it within the next 3 weeks.  Thank you for bringing this matter to Best Buy's attention and for your continued patronage.Regards, Amy C

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]

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.

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

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. Nick called from Best Buy Corporate office and resolved this issue in a courteous, professional and mutually agreeable manner. Thank you for being there to facilitate this resolution,Respectfully,[redacted]

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

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.