Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  We want to apologize about the frustrations and inconveniences this experience has caused.  After reviewing the order, we have re-shipped the item to the customer and have sent a shipping label for...

the original product. Best Regards, Amanda H.

Dear Revdex.com, The $99.99 charge was an automatic renewal fee for her Geek Squad Technical Support plan. It also renewed the year before on 10/7/15. The plan has since been canceled and she will receive a refund of $99.99 in 1-2 billing cycles. We apologize for any confusion this has...

caused.  Sincerely,  Dan S.Best Buy Executive Resolution Team

I am rejecting this response because:
We did receive the package from UPS finally last Friday, and then were able to make another trip to the local Bet Buy and get a refund. But, the numerous calls on hold and trips to the store went WAY beyond their offer of a $** gift card we may get. An Christmas gift ordered on 1 Dec 2016 and arrival mid-January 2017 is not acceptable. Too much frustration involved for an elderly couple. There were promises made on 6 Dec, 13 Dec and many points after that we would get our item or refund soon, and gift cards. We never got the item and had to purchase a second one to give for Christmas. We were promised several times that the refund was on it's way to reimburse us, but never got it. Then, the 2nd week of Jan. we were told that the UPS investigation was not given enough information so had to initiate a new one. Very poor customer relations and we just wanted to cancel the order, but were not allowed. Were required to wait, and that is not what we were told on 6th or 13th Dec. Corporate policy needs to be customer friendly. When items are not delivered, through no fault of consumer, a refund should not be impossible to get. Just notify UPS when they DO find the package, it needs to be sent back to warehouse. Customer should never have to wait this long or go through so much and be lied to more than once.

Hello Revdex.com,   We are following up on our previous response to Ms. [redacted]’s Revdex.com case.   As Ms. [redacted] stated in their desired settlement:   “I would like the full amount that I paid to get my basement and laundry room repaired . For all the damages that was caused by Best Buy's sale. I paid Best Buy I ordered through Best Buy they should be responsibile and they can collect from there installer and delivery people.”   As we outlined in our previous response,  Best Buy has retained the services of a third party administrator for Best Buys general liability policy, Sedgwick, to address any customer related damage claims. The Claim #[redacted] has been opened and for current status on claim and resolution through Sedgwick, Ms. [redacted] will need to contact Sedgwick directly at ###-###-####.    Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/07/10) */
Dear Revdex.com,
Thank you for bringing[redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
After reviewing the customer's order, [redacted] received an email with the order...

confirmation and instructions that we would send another email once the order was ready for pickup. It was determined the item was no longer available at the selected location, and two emails were sent to the customer stating the item is not available for pickup. Best Buy will not be providing any accommodations on this issue.
Regards,
Kathryn S.

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your store experience. I am Andrew [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 have reached out to the store and they are going exchange your product for the correct size. They will contact you within the next 24 to 48 hours.
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 [redacted]@bestbuy.com or to call me directly at (612) [redacted].
Sincerely,
Andrew [redacted]

02/13/2018To whom it may concern,Best Buy has reached out to the customer and is currently attempting to provide resolution to the customer's issue.

I am rejecting this response because:First of all it's Mrs. [redacted] not Mr.  And second it was not headphones!  It's was a Bose Wireless Speaker!  That being said, the issue was not just the price.  It was that they would not honor the manufacturer's warranty.  All they needed to do is exchange it under the warranty and when they did that they expected us to pay the difference between the employee price and regular retail.  Whether it was bought on sale or at employee price, what difference does that make under a manufacturer's warranty.  Great research on your part  Best Buy!  Your response did not address that issue at all.  So if I return something that is defective and I bought it on sale or as an employee if the price is higher on the return date, I now have to pay the current selling price?  What kind of return policy is that? So basically you can only return a defective item when it is on sale if purchased on sale otherwise you have to pay the current selling price.  The employee discount does not come into play here.  A discount is a discount whether it is a sale price or an employee benefit.  My son tried to explain this the the Geek Squad Manager and I discussed this issue with the Manager on Duty when I called.  Do a little more research, Best Buy, before responding to a Revdex.com complaint. And one final point, the store manager has not called me as I requested.

Revdex.com, Thank you for bringing this to our attention. Please know we have already responded to the customer on this matter. We apologize for any confusion or misunderstanding, and I would be happy to explain. First, please know that the calculator on BestBuy.com is an estimator only as we are not able...

to physically see and verify the information being entered on the unit. Again, this is an estimating tool only, and does not promise any amount to be given as we cannot see or inspect the unit. Once in the store, the unit will be inspected and the trade in amount will be given. Regarding the $50 bonus offer, this is exactly that, a bonus offer. This is a bonus that is offered when purchasing a Blue-Label laptop. Once you purchase the Blue-Label laptop, you will be emailed a personal code within a few business days to trade in your old laptop. We did inform the customer, and advised that they would need to go through the standard process as all our customers to receive these discounts, and offered a $** Best Buy gift card as a onetime gesture in good faith. This is being processed and mailed out to the customer. In addition, the customer's feedback was made available to the appropriate channels for visibility. Thank you again for allowing us the opportunity to address these concerns. Regards, Sarah L.

August 3, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] in our previous correspondence dated August 2nd, 2016 and our position remains unchanged.  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 Tell us why here...

Dear Revdex.com: After looking into this issue, I can advise that there are several service orders showing and two fulfillment orders.The first order is the original for delivery that took place on 7/15/15, but there weren’t any notes on this order about about he installation or that the client had any...

questions about the unit's condition.~ The history reflects the client called into 888-BBY to report the “freezer was not cooling and was making noise”. The phone agents contacted the Geek Squad, resulting in a service call being scheduled for 8/7.During this service order, 8/7/15, they informed the client that she would need a return/exchange order. The exchange order is under OMS [redacted] for 8/11.~ On 8/11/15, the client was a not at home and the order was rescheduled for 8/13.~ On 8/13/15, again the client was a not at home and did not accept delivery. Per the notes, the customer was to call back to reschedule at a time that worked for her.~ On 8/15/15, the client called and spoke with a representative and requested to cancel the return/exchange order because the return unit was now working.Following that interaction, she did not reach out regarding issues with the product until March 2016. Therefore, Best Buy was never neglectful in any response or service requests and I am closing this complaint. However, the customer dis purchase a protection plan; therefore, I have engaged my team to review what options we have for resolution within the terms of her coverage. I have sent the customer an e-mail as well.

Dear Revdex.com, Thank you for bringing this to our attention. We would be glad to assist with this and we are sorry that it shipped to the incorrect address. Would Mr. [redacted] still like us to reship this to the address he provided in his complaint? Or would he like for us to provide him with a...

refund? Sincerely, Dan S.Best Buy

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear Revdex.com,
Our Black Friday sales time were made public and were available on the local ad and on Best Buy.com
These products were considered door busters and availability were limited to the number of tickets each store had for this item....

Customers would of lined up for tickets in a first come, first serve basis.
We will not be accommodating the customer's request for the [redacted] 49" nor a comparable TV at the Black Friday sales price of $149.99.
Best Buy apologizes for a any frustration or inconvenience that this situation may have caused.
Kind regards,
Best Buy
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy advertised a [redacted] 49" TV for $149.99 as part of their 2015 Black Friday sale. The item was not available as advertised on Black Friday.
Best Buy advertised a [redacted] - 49" Class LED 1080p HDTV Model: 49L310U SKU: 7437034 for $149.99 (Reg. $429.99) as part of their 2015 Black Friday sale.
Black Friday means "Friday", not Thursday.
It seems that they have engaged in false advertising by not having this item available as advertised on "Black Friday", Friday, November 27, 2015.
Since they did not have this item available on Black Friday and are refusing to sell this item to me at the advertised price, they are proving to be unreasonable.
Their Revdex.com rating should be downgraded not only for my case, but for the many other complaints which Best Buy has unresolved at Revdex.com.
I therefore intend to file a complaint to the United States Federal Trade Commission and begin contacting attorneys about this matter.
Black Friday means "Friday", not Thursday, and I think the judicial system will agree.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear Revdex.com,
Best Buy stands firm with our original response and feels that we have addressed this complaint appropriately.
Thank you,
Ash E

October 10, 2017
To Whom It May Concern:
Best Buy feels that we have fully addressed Mr. [redacted]’s concerns that were forwarded to your office in our previous correspondence and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
.
Sincerely,
 
Terrance [redacted]
terrance.[redacted]@bestbuy.com
Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: If you sell someone 2 computers that break 4 times within the first year, you should make an exception and give them a replacement. It is only fair.

Dear Mr. [redacted] - We have contacted our Returns Center and they have verified that they only received the MacBook in the return that they processed.  We do not have any record of the additional items being returned and are therefore unable to offer you a refund for them.  Regards,...

Amy

I am rejecting this response because: This was not an advertising issue, but rather a labeling price conveyance issue. I will contact weights and measures and media if necessary.

Dear Revdex.com,   Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position.      Thank you.

Dear Revdex.com, Thank you for bringing this matter to our attention.  In order to answer the question directly, we do need specific SKU information.  Based on the scenario described by the customer, the situation appears to involve a SKU that is currently on Clearance.  When items reach...

Clearance status, the availability is restricted to stores that have any remaining stock.  The items cannot be ordered on-line.  Again, without knowing the specific item, this is just conjecture.   Thank you, David M.

Dear Revdex.com, We have added $20 in My Best Buy certificates (1,000 points) to Dr. [redacted]'s account to fulfill the promotion. We apologize for the inconvenience and delay.  Sincerely,  Dan S.Best Buy