Best Buy Stores, LP - US Headquarters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11597063, and find that this resolution is satisfactory to me I will not shop there again They do not point out a day return policy, but I didn't ask I felt the computer was under warranty for a longer period of time and was naive to believe they were concerned about their customers service and retention I will accept a check in the amount of $as they offered

December 7, To Whom It May Concern: In order to further investigate the concerns forwarded to your office by [redacted] Fuentes we need further information such as the Customer Service PIN number off of the purchase receipt for the television in question and a copy of the coupon 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

I am rejecting this response because: I would like this case to remain open until I receive the check I was told I would get a refund but they have been giving me the run around Please keep case open I would also like instructions on how to place a negative review about Magnolia Home Theater

(The consumer indicated he/she ACCEPTED the response from the business.) We got the fridge, which is what we wantedIt took over hours of phone calls to get that, which is why we will NEVER, EVER shop at Best Buy again

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the auto installation and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations with the auto installation serviceThe refund was processed by our Houston store (#***) for the amount paid, $back to the MasterCard credit card account on 09/06/We have sent a copy of the refund receipt to [redacted] ’s email address Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team

Dear Revdex.com,Based on the service orders, our customer has been utilizing the manufacturer's warranty for servicesRegardless of coverage, the issuing being corrosion would of not been warrantedUnfortunately, Best Buy cannot guarantee the quality of product produced by the manufacturer's but we do offer peace of mind through our warranty plansBest Buy has verified that the unit is no longer under the manufacturer's warranty and there wasn't a Geek Squad protection plan purchasedTherefore, Best Buy is at no obligation to provide a refund.As a customer services gesture, Best Buy has authorized a $ [redacted] gift card to help with the cost of a new camera or to put towards the repairs of the current unitThis will arrive in the mail to the address provided in the Revdex.com with in 7-business days.Thank you for your understanding regarding this matter.Kind regards, Ash E

I am rejecting this response because: Thank you for the follow up We have not received a gift card from Best Buy You must understand that this has been a fiasco from the beginning and that the reason for attempting to resolve this through the Revdex.com is that I have received inconsistent and conflicting information all along regarding the delivery of the gift card Ultimately, there has been no one willing to resolve the issue and instead I have been referred to the customer service department who has simply transferred me around and passed the buck Since you successfully cancelled a gift card that you sent me previously (the one that is missing was replacing the card you cancelled) might I suggest that you cancel the outstanding card that you claim to have sent and send a replacement to my address of record

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 I sincerely hope Best Buy takes the information gathered during this horrible experience and uses it to improve its services to customers

Initial Business Response / [redacted] (1000, 8, 2015/09/22) */ Dear Revdex.com, Thank you for bringing Mr [redacted] 's concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the purchase information, the customer bought the item from a Marketplace sellerThese sellers are third party sellers on BestBuy.com and have their own return/exchange/refund policiesThe policies for each seller can be found on their respective pagesA refund has been requested, and the customer should see the credit within 5-business daysIf he does not receive it by then, it's recommended he contact the seller Regards, Kathryn S Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would not recommend anyone to buy something from Best Buys Market place, save yourself the hassel, and avoid the market place like a plague, Best Buy does not follow through, and keeps throwing their customers to the Market PlaceI am very disappointed with Best Buy

Dear Ms [redacted] - We're sorry to hear that the television you purchased online was delivered damaged Based on our review of your contact with our support teams, it appears that you spoke with an agent on February 7, and they arranged for an exchange to take place on February 9th After reviewing that order, it appears to have been cancelled or not completed We're sorry for this error and the inconvenience it caused you Based on your experience, we have processed a $refund back to the card used to purchase the television Thank you for taking the time to notify us of your concerns.Regards,Amy C

July 19, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] ’s concerns that were forwarded to your office as I contacted Mr [redacted] via phone this afternoon and addressed the matter Additionally, I had a points adjustment completed to his My Best Buy account for the price match 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 / [redacted] (1000, 5, 2015/12/22) */ Dear Revdex.com, Thank you for bringing Ms [redacted] 's concerns to our attentionWe 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 chargeSince 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 / [redacted] (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 dateThe people there don't take responsibility, they don't help, and they miss the point The point is that I paid Best Buy $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 tvsI don't know how Best Buy could fail to find the purchase of the new tvs, if Kathryn Slooked at allThe charge certainly found its way to my credit cardThe purchase occurred on the same date, minutes prior, by the same customer, using the same credit card, from the same sales agentThe purchase was for two tvs and microwave for a cost of $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 $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 pointThe 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 backThey did not do soAfter nearly a month passed, I recieved my credit card bill with the charge for removing the tvs on itI resigned myself to the fact that Best Buy was never going to take care of the matterI 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 provideI will also send a letter to the complaint department at Best Buy's headquarters describing the details of Best Buy's handling of this matterIt may shed some light on why people buy from Amazon instead of from Best Buy I am finished dealing with Best BuyI will certainly never buy anything from them againI don't know why anyone would

Initial Business Response / [redacted] (1000, 5, 2015/08/22) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about your negative home delivery experienceMy 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 youWe value feedback such as this, as it helps us make decisions for the future of our companyI would like to have an opportunity to discuss this experience with you and I have a few questions in regards to the damage done to your home because we have insurance for instances like this that can take care of your damage ***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted]

May 18, To Whom It May Concern: Best Buy apologizes that [redacted] had difficulties with the product in questionAs an act of higher level customer service I have requested a $ [redacted] Best Buy gift card for Ms [redacted] to use towards the replacement of the product in question The gift card will be processed and mailed in the next to business days 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 Revdex.com, We have reviewed the order for [redacted] and determined an investigation was opened through UPS but the customer was never refundedOn 3/29/16, I processed the credit of $ [redacted] should see the refund on the account shortlyThe amount of time it takes is dependent on the financial institution that administers the cardTypically it is 3-business daysThank you, Dan [redacted] Best Buy Executive Resolution Team Dan [redacted] Senior Specialist | Executive Resolution Team

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this issue has been brought to our Executive Resolution Team for proper reviewUnfortunately, as we are beyond our allowed day return/exchange time period, Best Buy is unable to provide a refund for this deviceWhile our Geek Squad may have deemed this unit as defective in the mentioned service order, [redacted] has not authorized Best Buy to perform returns or credits for this product on their behalfAs [redacted] remains the manufacturer of this device, and not Best Buy, we would strongly recommend our customer reach out to [redacted] for more support with this monitor as this device still remains under their stated manufacture warrantyWe sincerely apologize for any frustration and inconvenience this may causeBest regards, Shane MExecutive Resolution Specialist Best Buy CoINC

Initial Business Response / [redacted] (1000, 7, 2015/08/28) */ August 28, To Whom It May Concern: Best Buy is unable to fulfill the request forwarded to your office by [redacted] for the offer in question as a correction notice was posted prior to Mr [redacted] 's inquiryNevertheless, 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 / [redacted] (1000, 5, 2015/10/07) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the My Best Buy loyalty program and certificate reissue request to our attention Our Social Media Specialist Derek responded to Mr***'s concerns on 10/05/and provided the response here for Re: Discount, Bad Rewards, Lies and Deceit 10/5/ Good afternoon **, and welcome to the Best Buy forum, There definitely seems to be some miscommunication surrounding the 10% back offer, which we have been offering for more than a year nowI can understand feeling frustrated if certificates that you were awarded ended up expiring before you had the chance to redeem themLet me see what I can do to clarify the 10% offer and potentially help straighten out your account A member can earn 10% back in points when they use a newly approved My Best Buy credit card or MasterCard in days with standard financingUnless you had Elite or Elite Plus status, the points that you are awarded will automatically be converted into certificates based on your certificate preferenceA certificate will usually expire after days and cannot be reissued once having expiredThat is not necessarily information a store associate would mention unless specifically asked, as it is mentioned online I do want to apologize for any inconvenience you may have experienced, as that is simply not the level of service that Best Buy strives to provideI noticed while looking over your account that you did in-fact send an email into us regarding the issue at hand, and from what I can see, it appears that a resolution has been metI would encourage you to login to your My Best Buy account, and if you have any additional questions, then please send me a private message by clicking on the blue button in my signature Thank you for reaching out to us and for being a member of the My Best Buy program Derek Social Media Specialist Best Buy Corporate In addition, our My Best Buy support team member reissued 6,points which converts to $certificate to Mr [redacted] when they responded to their concerns on 10/03/2015: Hi **, Thank you for contacting My Best Buy Im sorry to hear that the points has not been posted on your My Best Buy Account as of yetI understand that can be quite frustratingLet me help you with this I am happy to say that I have already made a point adjustment that is equivalent to $reward certificateA total of 6,points will be posted to your account 24-hours from now We appreciate your loyalty for being a My Best Buy memberFor any other concerns, you may visit our Program FAQs at www.bestbuy.com/mybestbuy Sincerely, Gie My Best Buy Account Specialist Reference ID: [redacted] Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, We have researched this matter furtherMr [redacted] was issued a Warning in November that future returns may be deniedThis warning was issued due to the large percentage of his purchase dollars that were returned or exchanged, and it is why he was denied this attempted returnWe will be unable to lift this restriction Thank you, Dan S.Best Buy Executive Resolution Team

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 buyThe laptop I ordered was inferior to the one earlier orderedI would still like the laptop I ordered initially