Best Buy Stores, LP - US Headquarters

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.  Thank you!

Dear Revdex.com,   Thank you for bringing Mr. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   After reviewing the customer’s cancelled orders, one of our Customer Care agents submitted for a refund of $29.99 on...

order BBY01-[redacted] on 11/26. I have submitted for refund of $29.99 on order BBY01-[redacted] today, 11/29. It may take 5-7 business days from the date the refund was submitted for the customer to see the credit on his account. Best Buy considers the matter closed.   Regards, Kathryn S.

Dear Revdex.com, Thank you for making best buy aware of the complaint filed by Tzvee Rotberg. After reviewing the customer's account I was able to push through a refund n the three silver iPads. This information should be available on the customer's account within 24-48 hours. We sincerely...

apologize for the delay. Please let us know if you have any questions. Best,Cassie Exec Res Sr

I am rejecting this response because:
I'm sorry, but I don't feel like any new attempt to solve this issue is being offered. I've been receiving the same resolution since my first case was created through Best Buy call center back in early December, and I don't believe my request is unreasonable nor is it unrealistic to perform. Believe me when I say that I don't want to drag this out any further, I am tired of waiting for my purchase or a refund and I don't believe is fair for me to have to wait 2 more. It honestly feels like my money is being hold on ransom. I've been wanting to purchase an open-box laptop through Best Buy and missed out on deals that would have worked great with that $300 gift card. An Electronic Gift Card code will work for me or even a 2-day delivery; I was not looking for a refund since I had the intentions of purchasing from Best Buy to begin with, but if it takes a refund to receive my money back immediately,  then I will take it.Thank you for your consideration pertaining to  my request,  I truly do want to reach an agreement and resolve this ordeal.

I am rejecting this response because:  I was not informed the insurance did not transfer and because I purchased the insurance on the first phone, it should be obvious I intended to have it on the second. Now I am out $800 for a new phone, not purchased at Best Buy, and I would like reimbursement or gift cards or something for Best Buy's mistake.

Dear Revdex.com, Thank you for bringing this matter to our attention. Upon reviewing the order our notes indicate that the payment failed authorization therefore it was cancelled. Please know that arefund was automatically processed back the original form of payment which was the gift card originally...

used and the credit card. Per the customer's request, we have cancelled the gift card he no longer has and sent a replacement to his email which he should have received on 12/07/16. As mentioned previously, this was done as an electronic gift card to the email provided on the order. Furthermore, we are not able to provide any gestures or discounts towards another TV however the TV does show it is as the price he originally paid. Please have the customer check his email inbox. We can resend the electronic gift card if he is not able to find in his email inbox.  Thank you.

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer leased a phone at a Best buy location on April 15, 2015. While the transaction took place at a Best Buy location, the customer entered into a lease agreement with...

Sprint Solutions, Inc. for an iPhone 6 Gold 16GB SGL. The final payment on the lease is set for April 18, 2017. In the lease agreement, the terms and conditions were clearly listed. There is no indication in the agreement that the customer would be able to upgrade the phone at any point during the lease. Additionally, in April 2015 there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease period. Best Buy will not be able to accommodate the request for the upgrade of the phone. Any resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc.
Thank you,
Initial Consumer Rebuttal /* (3000, 10, 2015/12/01) */
Just because Best Buy was acting as a marketing agent should not exempt them from being held accountable for deceitful sales practices and inadequate knowledge. This should be reopened. Not only was I told I could upgrade upon purchase, when I came in to get the upgrade I was charged a $50 gift card in order to complete my upgrade which is proof that they gave it to me. As it turns out the terms of the lease are that I can upgrade once my lease is paid off, but Best Buy sales reps and customer service agents are not equip with the necessary knowledge to service a customer as part of their lease commitment. I can file a complaint against Sprint, but Best Buy's horrible sales and customer service practices need to be addressed.
Final Business Response /* (4000, 12, 2015/12/02) */
Dear Revdex.com,
The customer leased a phone at a Best buy location on April 15, 2015. While the transaction took place at a Best Buy location, we must emphasize that the customer entered into the lease agreement with Sprint Solutions, Inc. for an iPhone 6 Gold 16GB SGL. The final payment on the lease is set for April 18, 2017. In the lease agreement, the terms and conditions were clearly listed, and there is no indication in the agreement that the customer would be able to upgrade the phone at any point during the lease. Additionally, in April 2015 there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease period. Any resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc. The customer has worked with the Best Buy location where he entered into the lease and has been offered multiple exceptions, including upgrade eligibility and lease payoff options. All of these options to date have been refused. Best Buy will be unable to grant the resolution the customer is seeking.
Thank you,

Revdex.com,  Thank you for bringing this to our attention. Please know that the customer was contacted, and the situation was discussed to their satisfaction. The customer was offered a gift card as well for the experience, and expressed they are satisfied with the resolution.  Thank you again...

for allowing us the opportunity to address the customer's concerns.   Regards,  Sarah L.

Revdex.com,Thank you for brining this to our attention, please know we have processed the additional $45 discount on this item and refund it back to the Visa that the customer used. Regards, Nick S.

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your experience purchasing and open box item. My name is Tyrus J[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. Looking at your case I see that you returned the open box item from order number BBY01-[redacted] and have been refunded for the purchase of the radio. Your complaint states that you would either want the radio or to be refunded for the [redacted].00 that was spent in harness wires. I will refund you [redacted].00 in the form of a check to be mailed to:
[redacted]
Round Rock,TX 78681
Mr. [redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If this solution is acceptable to you please feel free to email me at [redacted]@bestbuy.com.
Sincerely,
Tyrus J[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I now see where the poor in store customer service comes from, it starts the top. Representative that I spoke with seemed to get very upset at some point I assume was because of my volume of replies to their emails. I almost reply immediately because my phone is always on me and I use it for work. Just because I emailed back so fast doesn't mean you have to immediately respond back. The whole situation started wrong from the get go. Rep obviously didn't read my complaint thoroughly in the first place because a lot of things had to be discussed over again like it wasn't previously mentioned. Rep thought I had already returned the item but if you look at my account history which they had access to they could see it wasn't the case. Also my original description explained that I still had the item and couldn't return it. Agent tried to get me to return to the store of purchase which is 3 hours away instead of finding one near me. When I pointed out that I was no where near that store I was pretty much told to figure it out on my own and how busy they were helping other customers.
I was offered [redacted] dollar check via mail from start and I said just send me an e gift card because I planned to continue to do business with the company. Back and forth about wether or not they could do it. So after I realized they were frustrated and pretty much didn't care anymore about this situation I told them I wanted a check mailed and magically a $[redacted] gift card was emailed to me. I'm just going to buy a TV for a spare bedroom with the gift card and be done with Best Buy before they take it from me. I really don't think the consumer matters anymore. Take a look at the email chain.

Dear [redacted] -  The gift card was created on 3/26/2016 and would have been mailed after that date.  I would expect you will receive the gift card within the next week.  The cards are created and mailed by a third party group, so I do not have visibility to when the card was sent. ...

If you have not received the card within the next week, please feel free to reach out to me again.Regards,Amy

I am rejecting this response because:
someone emailed me about the card numbers so they can activate it. After 2 emails they said they it was activated and ready to go. I tried using it and even called the Marshalls customer service line and the 3 cards were not activated. Then someone from the Best Buy forums replied to my original post. Again they needed the cards # in order to look into it. They replied back saying they are not able to active it so they would either need to send me new cards or I can take a refund. I replied saying I would like a refund since I have no use for the cards now. Since then I never got a reply back. Today 12/12/17 someone called and left a voicemail and I called back. I explained to her what happened so far and she said she already started to look into my case and will be taking over it. She will call me back. I haven't gotten a call back yet. At this point, I just want a refund. This is too much going back and forth about yes we can activate it to no we can't. So not sure if they can or cannot. I just want a refund in the amount of $150.

Dear Mr. [redacted],Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have caused you. We have verified that the 4K player was returned on 7/09/16 for a full refund. The television in question has a Geek Squad Protection plan and is eligible for free in home...

diagnostics to validate any defect. To schedule an in home diagnostic or repair, you can call 1-800-GeekSquad or visit www.GeekSquad.com. Best Buy will not be offering an exchange on the television until it's eligible under the "No-Lemon" clause of the protection plan. For more information please visit www.geeksquad.com regarding the protection plan. Until we are given an opportunity to diagnose the TV in home, no consideration of an exchange is warranted.Thanks,

Dear Revdex.com: Thank you for sending this one for our review. I see the customer's issue was resolved on 7/21/16. It seems we cancelled the order for a declined credit card, but that we alerted him he would have 24 hours to correct, but in fact we cancelled it immediately. Based on this, a credit for the...

difference in price was processed to be fair. I am pleased we resolved the matter justly. Thank you!

Dear Revdex.com, Thank you for bringing the customer’s appliance delivery concerns to our attention.  The customer's replacement washer delivery was completed on 12/9/16.     Sincerely, Dean [redacted]Executive Resolution Specialist

Dear Revdex.com,Thank you for bringing this matter to our attention. When the Geek Squad performed this repair, they used certified refurbished Apple parts in accordance with our agreement with Apple. We have confirmed that they did not give the customer another client's iPad and we apologize that the...

previous customer did not clear their serial number with Apple when their unit was replaced.If the customer is having issues with the serial number, they would need to work directly with Apple to resolve this situation. At this time, this claim does not warrant a refund, as the work was performed within the terms and conditions of the Geek Squad Protection Plan.We consider this case closed and will take no further action.Best Regards,

Dear Revdex.com,  Thank you for bringing Mr. [redacted]'s concern to our attention. Indeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction. We understand Mr. [redacted]'s position on this matter and want to assure him...

that your information has been documented appropriately.  We apologize for any inconveniences that may have arose from this. We do see he has returned the item and been issued a refund.  Thanks,Best Buy

Dear Revdex.com, We have corrected the Kressa's account so that orders should no longer cancel. We apologize for the experience.  That exact...

model is not available on BestBuy.com anymore. However there are many other Compustart models bundled with Geek Squad installation still for sale. For the price difference and the inconvenience, I have requested that a $[redacted] Best Buy gift card be mailed to [redacted] at the address listed. It will arrive in 2-3 weeks.  Thank you.

October 20, 2016
 
 
To Whom It May Concern:
 
Best Buy apologizes for the delay of Ms. [redacted]’s order
and I have verified that the delivery of the microwave has been rescheduled for
October 25th, 2016.  If this
date does not work for the customer they can reschedule the date by calling
###-###-####.  Nevertheless, we
apologize for the customer’s inconvenience and 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,To better serve the Customer, we are partnering with specific Departments to assist with an applicable resolution directly with the Customer. I am waiting on their response and will contact the Customer Tomorrow (6/29-17), upon hearing from them. Warmest Regards, Best Buy