Best Buy Stores, LP - US Headquarters

Dear Revdex.com - Our records indicate that the customer's washing machine has been replaced under the manufacturer's warranty.  We apologize that the washing machine was not replaced as quickly as the customer would have liked, however, because the machine was replaced by [redacted], it was up to them...

to procure a new unit and get it scheduled for installation.   We will be closing our review of this customer's concerns at this time.Regards,Amy

April 15, 2016 To Whom It May Concern: Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as the item was no longer available and we regrettably had to cancel the order 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

Initial Business Response /* (1000, 5, 2015/12/22) */
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.
I was unable to find a purchase for this customer besides the TV haul away....

The customer would need to have qualifying products delivered Best Buy home delivery for us to haul away like products at no charge. Since the customer states she has disputed the charge with American Express, Best Buy is unable to process a refund.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is certainly consistent with Best Buy's attitude and conduct to date. The people there don't take responsibility, they don't help, and they miss the point.
The point is that I paid Best Buy $99.98 for a service it did not provide, and Best Buy will not do anything to refund the money or to even explain why the service was not provided.
It was only in trying to resolve that issue, that I was told that I should not have been charged anything to remove the old tvs because of my purchase of two new tvs. I don't know how Best Buy could fail to find the purchase of the new tvs, if Kathryn S. looked at all. The charge certainly found its way to my credit card. The purchase occurred on the same date, 5 minutes prior, by the same customer, using the same credit card, from the same sales agent. The purchase was for two tvs and 1 microwave for a cost of $1230.47. Best Buy's claim that it couldn't find the purchase is in the same category as its claim that it couldn't reach the people it sent to my house to remove the tvs, and its claim that it wasn't really Best Buy's fault that the tvs weren't removed because Best Buy hired a third party to do the work after I paid Best Buy the $99.98 for it.
Whether or not I should have been charged a fee for removing the tvs,in light of my purchase of the other tvs, is largely beside the point. The point is that I was charged a fee, and I paid it, and the service was not provided.
Two people from Best Buy assured me they would take care of the matter and would call me back. They did not do so. After nearly a month passed, I recieved my credit card bill with the charge for removing the tvs on it. I resigned myself to the fact that Best Buy was never going to take care of the matter. I told my credit card company not to pay the charge, and I hired a different company to remove the tvs.
I will continue to work with American Express to make sure that Best Buy is not paid for a service it did not provide. I will also send a letter to the complaint department at Best Buy's headquarters describing the details of Best Buy's handling of this matter. It may shed some light on why people buy from Amazon instead of from Best Buy.
I am finished dealing with Best Buy. I will certainly never buy anything from them again. I don't know why anyone would.

Dear Revdex.com, Best Buy store management team and offered a new inbox TV and complimentary delivery. The customer opted to take the stand and remote out of a new in box TV. He also opted to retrieve the parts himself. As a gesture, Best Buy also offered a gift card for the inconvenience. We would like...

to apologize for any inconvenience and frustrations caused. Kind regards, Ash E

I wanted to provide a response for this case, if possible. I am sincerely sorry for the delay. Our process for home delivery issues has recently changed, and we are reliant on information from a separate  team.   I received information from our appliances escalations team today,...

and they informed me that they are working with the customer to arrange pick up of her appliances.  The pick up has not been completed yet, but steps have been made to facilitate this request. The appliances  escalation team will keep me in the loop regarding progress.

I am rejecting this response because:
The language the business is referring to is a standard advertisement language that appears in all [redacted] Galaxy S7.  Mr. Casie should know this by now, and check the language used for brand new phones.  Unless the ads categorically states the ear set is not included, the buyer assumes this is part of the package as when you get when you buy a brand new one.  When you buy a refurbished TV,  do you assume the remote control is included? Of course unless it states otherwise in the ads.

Initial Business Response /* (1000, 5, 2015/10/07) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
As Ms. [redacted] mentions in the complaint, the promotion was to receive a $100 Best Buy gift card with the purchase of a qualifying [redacted] phone. I...

apologize for any misunderstanding or misinformation regarding the promotion, but as the promotion was in partnership with [redacted] and as the promotion specified the purchase of a [redacted] phone, it stands to reason that returning or exchanging the product for a non-qualifying product would void the promotion. No promotional gift card is owed under this circumstance.
Ms. [redacted], I apologize for your disappointment, as we value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612)[redacted]

Dear Revdex.com: Thank you for this referral. As a fellow consumer, I can certainly relate to being disappointed over a product delay. However, it is an unfortunate possibility when numerous customers are placing orders simultaneously from many different regions. We do our best to provide accurate and...

helpful information on our site, but Best Buy is not legally bound to honor any content or compensate for product availability/delays, as we have disclaimers that explain the potential for error, which is never done with malice or purpose. I have included the relevant policies as published on www.bestbuy.com, for the customer's convenient reference. In closing, we will not be issuing any funds for this matter.Conditions of Use...http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat2044000500...⇄ on Our Site - We try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Property 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.[redacted]Order Confirmation - Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order.Shipping Costs & Timing...http://www.bestbuy.com/site/help-topics/shipping-costs-and-timing/pcmca...⇄ can see estimated arrival dates on each product page and during the checkout process. Certain products may require additional days to process prior to shipping. This will be reflected in the estimated arrival date. Saturday delivery, if available, will be specified on the product page and during the checkout process. Otherwise, shipping methods apply to business days, not weekends or holidays. Same Day delivery is available in select areas and ZIP codes and is available Sunday–Saturday, excluding holidays. Not all items are available for all shipping methods. This will be identified on the product page and during the checkout process.Backorders & Product Availability...http://www.bestbuy.com/site/help-topics/backorders/pcmcat31600005...⇄ | http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ an item you've ordered is on backorder, we'll send you an e-mail to let you know the estimated arrival time. You can choose to wait for the item or cancel it.

Dear Revdex.com, I tried calling the number provided and was told I had the wrong number. The store tried to call the number and it came up as invalid.  Maybe it would be easier to connect with the customer via email. I have asked that the store email using the one tied to this complaint so I hope that is current.  Thank you.

Revdex.com,Thank you for bringing this to our attention.  Please know that when this phone was purchased the customer had two options for Apple Care.  Paying for two years up front for $99, or making monthly payments for $7.99, in this instance looking at the customer choice the monthly billing...

option. Regards, Nick S.

Dear Revdex.com,Thank you for bringing this to our attention. The customer needs to return both products and then a refund will be created. A shipping label was created on 12/13 for the customer. When that package is delivered it will take several business days to process and then they should see the...

refund on their credit card. Thank you Gail D.Best Buy

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry for the setbacks endured by the customer when dealing with this situation.  We have reviewed this and have refunded the amount paid by the customer. Per our return policy, software is not...

returnable but we have made an exception and refunded. The customer should see the refund posted to the account in a few business days.  Thank you.

Dear Revdex.com,   Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by the customer when purchasing through our site.   Unfortunately, we occasionally make mistakes with our advertisements whether it be in our in-store flyer...

or on BestBuy.com. While regrettable, we are not able to honor any errors that may occur as per our Conditions of Use. We apologize for any frustration this may cause, as we realize this may not be the answer the customer was hoping for. However, if any further questions, please don't hesitate to review our Conditions of Use.   Below is the link to our Conditions of Use.   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Thank you.

Dear Revdex.com, Thank you for bringing this matter to our attention. This complaint was resolved directly with the client on 12/15/2016.After working with the store, it was determined that the trade in promotion in question was not applicable locally, due to local laws regarding the trade in of...

products. When this information was provided to the customer, she requested that we cancel her order. In order to provide a refund to the customer, the order was completed and immediately refunded back to her original form of payment. This information was provided by the store to the customer, and several attempts were made to contact the customer directly from here at the corporate office. As of this time, best Buy is unable to reprocess the promotional offers requested by the customer in her complaint, we apologize for any difficulty that this situation has  caused.Please let know if you have any questions. Kindest regards,Cassie E Exec Res Sr.

Dear Revdex.com,Products and supplies may be limited in her area. Although local stores may carry the item, shipments are sent from our warehouses and cross docks.Per the terms and conditions on our website:...

http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order".I would recommend that our customer contact her local store to see if the unit is available before doing an in store purchase. Kind regards,Ash

I am rejecting this response because: I received the check for $204.49, but I did not receive the $200 check, please send, thanks.

Dear Revdex.com, sent the following email:Dear [redacted], Thank you for contacting the Revdex.com about your order concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for review. I am very sorry to hear of the difficulties you encountered...

with the delay in receiving your Bell'O Media cabinet w/fireplace. We have checked the case notes tied to your call with April, and providing the media cabinet at no cost was not mentioned, nor was there a request for reimbursement listed. Your first order # BBY01-[redacted], entered on 11/16/16, listed the price of $499.99, and was cancelled due to the manufacturer shipping delay. Your second order #BBY01-[redacted], entered on 11/30/16, listed the lower price of $399.99 and was picked-up at our Monroe, LA store. Although we can not accommodate your request for a complete refund of your purchase, I do appreciate your concerns, and have requested a $[redacted] gift card as an invitation to visit Best Buy again. You should receive the gift card within three weeks at your 520 Finks Hideaway Road, Apt. 20 address. 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] Executive Resolution Specialist ###-###-####

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer.While we understand the disappointment of a relatively new product not working correctly, the customer is currently outside of the return period and...

the item is not eligible for a refund or replacement. The item has never been serviced by Geek Squad and we have no way to verify that it is truly irreparable. The customer has been advised to work with [redacted] for repair covered under their warranty, and we encourage her to continue to work with them. At this time, Best Buy will not be replacing the customer's television and consider this matter closed. Sincerely,Kelsey F.

Dear Revdex.com, Best Buy feels that we addressed this issue in our previous response. The customer was sent an additional product as a courtesy, and the price was marked down to 0.00. Our stores are not able to process returns on products that have been provided in this way. Additionally, it is outside the return and exchange period and so we are not able to process a return in store. I have asked that the return label be resent to the customer via email so that it can be mailed to the correct return center. Any refund issued will be dependent on the condition of the product, and so it is important that product is sent back in adequate packaging. Unfortunately, Best Buy is not able to provide this packaging.  We at Best Buy feel that we have done everything possible to provide a positive customer service experience. Best Buy was not responsible for the product having gone missing after successful delivery to the customer's address.  We provided an exception reship as a gesture of goodwill. The return and exchange policy listed on Best Buy.com does not apply to out of policy exceptions, such as the ones provided to the customer in this instance, and so we have made a special accommodation to provide a shipping label for the customer's convenience, so that a return may be processed.Best, Cassie E Exec Res Sr

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We have verified that your order was cancelled and that you were able to purchase a television from the store. We have also confirmed that a generous discount to the television was applied as an exception to our policy.We will...

be utilizing this experience to better our internal processes in the future. Thank you again for taking the time to make Best Buy aware of this matter.Thanks,