Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 9, 2015/10/15) */
October 14, 2015
To Whom It May Concern:
Best Buy feels apologizes for the experience described by Mr. [redacted] and I have requested a check for $70.45 for the customer for the original purchase price of the product to resolve this...

matter. The check will be processed and mailed in the next two to three business weeks. 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 Consumer Rebuttal /* (2000, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Terrance, thank you for resolving this issue, I appreciate it.

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your [redacted] washer. My 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 you. We value feedback such as this, as it helps us make decisions for the future of our company. I researched your file and I did not see an extra protection plan purchased for either device, more importantly the washer. That means that the device should be covered under the manufacture warranty and whatever practices and repair troubleshooting they use would be at their discretion. With that being said I am willing to reimburse you the 310.00 you had to pay to get the unit repaired through [redacted]. At this point Best Buy Co., Inc. has no liability towards the washer.
Mr. [redacted], again I apologize for your experience, as we value your business. I hope this will be a suitable arrangement for you and 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 Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]

Dear Revdex.com, Our position has not changed. An offer was received and accepted by the Customer. The Customers concerns have been resolved. If there are any questions, problems or concerns, please feel free to contact us. Warmest Regards, Best Buy

Dear Revdex.com, We have verified that the adjustment made on 04/06/2016 has corrected any discrepancy with the charges. The customer has been refunded for the phone on the order in question and any outstanding amount needs to be brought to the attention of the customer's bank. Best Buy has refunded the customer appropriately and no erroneous charges have been made by Best Buy. Best Buy considers this matter addressed and case closed. Thanks,

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. We will be following up with the customer directly to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F. Best...

Buy

Dear Mr. [redacted] - We have reviewed your orders and contact history and can see that our Social Media team has responded to a request you made and has made good on the items that you were missing from your orders placed in November.  At this time we consider this issue resolved.Regards, Amy C.

Revdex.com,  Thank you for bringing this to our attention. Please know that this product was of limited quantities, and we will not be honoring the customer's request. Our terms of use state that we are not responsible for canceled orders. Thank you.   Regards, Sarah L.

Dear Revdex.com: I have contacted my customer and we are working to resolve matters. I enaged my executive partners for assistance resolving matters. We have discovered an isolated system issue (IT) is preventing the contract records from updating. The ticket was escalated to Tier II today. The customer...

has my direct contact information and we will continue working together outside the Revdex.com forum to resolve matters. Thank you!

Dear Revdex.com,Thank you for making Best Buy aware of the complaint filed by Mr. [redacted]. Best Buy has been in contact with the customer, and we can assure you that we are taking every step to prevent similar situations from arising in the future. As a gesture of goodwill, I was able to issue a $[redacted]...

Best Buy gift card to Mr. [redacted], which will arrive via USPS within 10-14 business days.Thank you again, and kindest regards, Cassie E Exec Res Sr

Initial Business Response /* (1000, 5, 2015/08/22) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your negative home delivery experience. My 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 you. We value feedback such as this, as it helps us make decisions for the future of our company. I 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.
[redacted], 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 Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the Nintendo NES game system they wished to purchase from our online store to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed...

we did not meet their expectations. Listed on our website under “Conditions of Use”, it states the following:   By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms ("Conditions of Use").   Under “Information 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.”   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄   We only offer this for clarification. Based on the website disclaimers under “Conditions of Use,” we would be unable to accommodate Mr. [redacted]’s request in purchasing the Nintendo NES game systems at the price of $129.00 or provide a gift certificate.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:
It is unprofessional for this company to just hide behind a corporate wall of mumbo jumbo and simply say. Sorry even tho our employee mis-represented the sale of the extended warranty we are going to do nothing about it and do not value you as a customer. I feel like I was treated unfairly and taken advantage ofat the time of sale and now when seeking a resolve to my issue. I was/am not looking for a free ride. I even offered this company to pay the difference between the two models if they were able to switch it out for the newer unit. This is think was MORE than fair on my part as a consumer. I think that my next step mayjust be the attorney generals office to file a formal complaint with them as this was clearly some type of effort to defraud me when I clearly was told at the point of sale that purchasing this "Extended warranty" would extend the warranty 2 years PAST the original MFG warranty. I am more than willing to work with the companyto get this resolved but they are not willing to help me at all it looks like and this is just poor business and a form letter reply to my problem that they send to everyone.I was expecting more support and am not at all happy with the outcome thus far.

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 associated repair orders, the customer does not qualify for a replacement. At this time, the camera would need to be...

bought in for service. Regards, Kathryn S.

I am rejecting this response because: While the computer was retrieved on 12/16/17 - I had to return it again yesterday (12/18/17).  Sorry but that speaks volumes to me. Again - I expressed what I WANTED DONE.  We'll see if that happens this time around and perhaps I can actually hold onto the laptop for more than two days. I use this laptop to perform duties relevant to my profession and this has been a MAJOR inconvenience; much data has been lost due to this and NO!!  I was not going to pay Best Buy/Geek Squad $100.00 to back-up data.  I can back-up my own data - the whole point was having the ability to access it; to get to my programs and files.  These are suppose to be the professionals.  How difficult should this have been? Best Buy:  Don't you think a little more is warranted here other than your apologies?  Or have these types of complaints become commonplace, more of the norm and to hell with "Customer Satisfaction?   Thank you.

Revdex.com,  Thank you for bringing this to our attention. Please know that our General Manger personally reached out to the customer and worked out a resolve. Thank you for allowing us to address the customer's concern.  Regards, Sarah L.

Dear Revdex.com - This issue was forwarded to our Delivery and Installation Team for handling and response.Regards, Amy C

Dear Revdex.com,   Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear of the customers issues regarding her camera. After being in contact with the...

local store, they informed me that they have worked with the customer and have provided her a Best Buy gift card for the amount of her camera. This was done under the customers Geek Squad Protection plan. Because Best Buy fulfilled the customers plan, we will not be providing a refund to the customer.   Best Regards, Bethany H.

Dear Mr. [redacted] - We're sorry to hear that you were a victim of fraud.  Because you provided the gift card numbers and PIN numbers to the individuals that fraudulently convinced you to purchase them, the balances on all cards were redeemed in full and there is no value to...

refund to you.  We understand that this is frustrating, however, Best Buy was not involved in this scam.  Additionally, we requested that you notify the police because we are not able to investigate the fraud that was committed outside of our own company.  We are happy to work with law enforcement professionals if they reach out to us for assistance with these matters, however, there is no further action that we will be taking at this time.Regards, Amy C.

Dear Revdex.com,   Thank you for bringing this to our attention. Connected with customer. Apologized for her concern and offered a $[redacted] E-Gift Card to resolve. Customer is satisfied.   Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####

June 15, 2017
 

To Whom It May Concern:
 
Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as one of our Social Media Specialists and they have offered a solution that Mr. [redacted] has accepted. Nevertheless, please...

forward any additional concerns to our office and we will respond accordingly.
 
Sincerely,
###-###-#### Direct ###-###-#### Fax ...
 
Senior Executive Resolution Specialist Best Buy Corporate Campus

Terrance [redacted]
terrance.[redacted]@bestbuy.com Ideation, Context, Maxmizer, Activator, Communication