Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy takes pride in proving excellent services although some times things do not go as planned. We see that there was system issue causing a delay on delivery which the...

customer was notified. We are not able to substantiate that we offered a gift card to the customer nor do we offer compensation for issues such as this. At this point the appliances have been delivered.
Best Buy will not take further action and considers this matter closed.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He lies the clear issues with Worst Buy. They made the mistake twice and take no ownership for their errors that left me paying my contractor to sit at my home on 10/12 then again on 10/13 when they said they fixed the error and set up the delivery for 10/13. From this point I see that they don't give a crap about the poor service not do they see any reason to take ownership of the piss poor service. I am happy that my home will be featured in Dwell magazine and a portion will focus on the appliances we purchased at Worst Buy. I will consider them to make amends one last time. If they choose to ignore their mistakes I will be sure to clearly explain all of this in our interview for the magazine and explain how they missed our delivery date twice and didn't feel it was a priority to own this and leaving me out to dry for 2 missed deliveries is a simple "sorry" is all the missed expectations deserved. I appreciate the Revdex.com contacting them but seeing as how the bar is set so low by leadership I am really not surprised by their lack of response. Good day.

I am rejecting this response because:
I was told by the store employees (Matt/Ted) that if the Geek Squad manager (George [redacted]) gave the OK to replace the phone that it could be done, which he declined. My complaint isn't in regards to the product return/exchange policy, it is towards my phone being dropped by a Best Buy employee and the way I was treated when asked what was going to be done about it. I have included a photo in the attachments that shows a slight scratch on the back of the device, I have not even used the device since this incident because I want it to look exactly how it did after I returned home from Best Buy.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office. Best Buy has refunded the customer and sent a new gift card via mail. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely,Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attention.  We’d like to apologize on behalf of Best Buy for any difficulties the customer encountered regarding their recent computer service, and I appreciate the time you took to voice your concerns to allow us an opportunity to...

properly address them. Indeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction.At the time of your service was initiated the customer was provided with, and signed acceptance of a service agreement that explained that Geek Squad would be able to provide an estimate for the cost of repair, and that this cost may change depending on the actual service required. We also make it clear that the customer will not be charged until we receive approval from them for the charge. The customer always has the option to stop service and have their computer sent back. We at Best Buy feel that we are transparent with our pricing, and do everything in our power to keep our customers informed regarding the cost of repairs. We do not act without the customer's explicit consent when performing repair, and we do not charge any fee without the customer's OK. Unfortunately, for these reasons, we are unable to provide the repairs required for the computer to function with the fee assessed in the initial estimate.  Thank you again for making us aware of this issue. Please let us know if you have any questions.

Dear Revdex.com, Thank you for contacting us regarding this matter.  There has been a good deal of confusion with this matter as we believed the original microwave had been delivered.  This is why it has not been refunded to date.  We did identify that the customer came in to purchase a...

microwave separately from the original purchase.  We will contact the customer on the local level and work to resolve this situation.  Thank you, David M.

Dear Revdex.com,   Thank you for bringing this to our attention and we are very sorry for the inconvenience this has caused. Since the order was canceled due to our error, I have sent [redacted] a Best Buy gift card for $[redacted] so she can purchase the headphones at the price they were on Cyber Monday....

The gift card should take 2-3 weeks to arrive from today’s date and will be sent to the address listed on this complaint.   Sincerely,   Dan S. Best Buy   Thank you!   Dan [redacted]

I am rejecting this response because:
When I ordered two suitcase on 7/24, the total order price is ($99.99+$199.99)=$219.98. I paid with 3 reward certifications ($100+$100+$5) and the rest of amount $14.98 with my BestBuy credit card. I got all those 3 Bestbuy reward certifications because I spend more than $2000 in May for purchased lots of kitchen appliance and applied BestBuy credit card. Sears sold those two suitcases for ($64.31+$78.06)=$142.37, I should get the refunds ($219.98-$142.37)=$82.46.  My original reward certificates ($total 205) is my own money as well, why does BestBuy only refund the credit card spent $14.98? where is the refund amount for my original reward certification? it should refund to me with either new reward certification or credit back to my Bestbuy credit card.

I am rejecting this response because:
The phone number provided on the account is either [redacted] or [redacted]. It may be under my husbands name [redacted] as well. The address on file is [redacted] [redacted], gilbert az 85297.

I am rejecting this response because: Any store can cancel orders for any reason, but canceling my supposedly duplicate order less than 48 hrs from launch date when there is no way I can pre order anywhere else is not customer oriented, I placed my order more than a month ago. Please I am just asking you to call the store and tell them to save one item for me, I am going to pay for it. Or reinstate murder and send me the item. Thank you for your understanding, I am confident you are a customer oriented company.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted] concern regarding online order #BBY01-[redacted] to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. Mr. [redacted]...

Visa credit card was charged $1, 422.42 for their online order of the [redacted] laptop; which was delivered and received on December 2, 2016. The tracking # verifying this is as follows:   UPS Tracking Number: [redacted]   Delivered December 2 Left at residential Signed by [redacted]   The gift card initially had an authorization hold on the gift card; however, it expired on 11/30/2016 and the funds of $298.96 returned to the Best Buy gift card on 12/12/2016.   While we apologize again for the experience Mr. [redacted] encountered, we would be unable to reverse the charge as the item was delivered and the online order is in a completed status at this time.   Mr. [redacted] has the option of visiting any local Best Buy store with their online order invoice/receipt as the Best Buy store management can perform a return and re-purchase of the [redacted] with Mr. [redacted] using the gift card towards the purchase for partial payment on a new transaction.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com,  The information communicated is information I attained from cased calls documented with our 1-888-BEST BUY team. We thank the customer for their feedback, and will note this information. Either way, the customer was refunded in full as premised on my last communication. Thank you.   Regards, Sarah L.

I am rejecting this response because:I had to cancel the order because best buy didn't not after to the price after hours of conversation with best buy. The laptop I ordered was inferior to the one earlier ordered. I would still like the laptop I ordered initially .

Revdex.com,  Thank you for bringing this to our attention. We are deeply sorry for the experience. Our team connected with the customer to personally resolve the matter, listen to their concerns, and get the information to the appropriate leadership to ensure better experiences for our customers in...

the future.  Our team has arranged for a return and exchange of the water line kit. In addition, when all services are completed, the customer is being issued a $200 check as well as an $[redacted] Best Buy gift card as a customer satisfaction gesture for the experience.  Thank you again for allowing us the opportunity to address the customer's concerns.   Regards,  Sarah L.

I am rejecting this response because:I have not received a phone as stated by the best buy representative. Today is Wednesday February 15th, 2017 @6pm. Still waiting on best buy to contact me for a solution. Thank you.

I am rejecting this response because my delivery was cancelled and rescheduled 3 times, yes 3 times. It took me almost a month and 3 days off from work and countless hours on the phone before I received a replacement. I still have YET to receive a call or reply email from the stores general manager regarding this order and the unacceptable treatment I had to endure from his store night shift manager and all parties involved. I expect to discuss this with a district or regional manager at this point.

I am rejecting this response because: The Geek Square team called me last Thursday, 5/17 and schedule me the next move today from 3 to 5pm.  The only problem is he again made the same mistake like the last time without adding the clause to remove my build-in refrigerator.  The warehouse folk finally noticed this mistake today, the day the move supposed to be happening, but the damage has been done.  The delivery needs to be pushed to the Thursday 5/24.  Which means I need to wait another 3 extra days without refrigerator.  How can the same mistake being made twice for the same delivery?  There is notes in the order clearly stating that the broken refrigerator is a build in one and it is heavy and need extra man power to remove it.  I am super unhappy how this is being handled and how much time I have been wasted on a simple delivery.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused.  We have contacted the customer directly with next steps and will resolve outside the medium of the Revdex.com. Sincerely,Kelsey...

F. Best Buy

I am rejecting this response because: I would like to keep the case open until I receive my device back.

Dear [redacted] - We have reviewed your order and found that you were charged for the shipping that is advertised as free.  We have refunded the $11.98 to your original form of payment.  You were not charged additional tax on the shipping fee, hence the $11.98 refund.  Thank you for...

bringing this matter to our attention.Regards, Amy C.

Hello Revdex.com, My name is Shane and I am a member of our Executive Resolution Team. I am writing in regards to the complaint brought to our attention regarding [redacted].  Upon reviewing Ms. [redacted]'s  order, it appears that while our order management system confirmed the...

creation of the order, the credit card used was never authorized for the full purchase, resulting in order cancellation. Once the order has cancelled, we are unable to further support the purchase. If Ms. [redacted] would like, she simply needs to redo her order as she has not been charged for the purchase.  Additionally, conditions of use for our website state: Order ConfirmationOur 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.  While Best Buy considers this matter resolved, please feel free to reach out if any further questions arise. Thank you.  Shane, Exec Res Spec