Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear Revdex.com -
It is our policy to collect the sales tax due, based on the current selling price of an item, if the customer does not have a valid receipt. Per state regulation, the sales tax needs to be collected to complete a transaction. ...

This policy pertains to all customers reqardless of their Reward Zone membership status. While we are sorry that the customer is unhappy with our exchange policy, the store was following procedure and state regulation.
Regards,
Amy
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate your To the point response, Due to this ridiculous policy. I will take my business elsewhere. Not every customer who returns an item is a thief. You have now collected sales tax twice on this item. The only thief is Best buy. I will be sure to spread the word. Good day!

I am rejecting this response because:This is not a true statement.  The first I was made aware of this was when I went to make a return and it was blocked.  I have made only 4 returns with Best Buy between August 2015 and April 2016, however The Retail Equation report states at the top they have accepted 12 items for return during this period. This I do not understand.   The explanation of what and why things were returned (all were done within the guidelines that Best Buy advertises for their return policy) were explained in the letter I attached previously here to Mr. [redacted].  Best Buy has yet to provide me any valid documentation where they will only accept up to 3 returns within a 7 month period.  Their return policy states "improper returns."  I have not made improper returns and should be removed from this list.   For the last many months, I have received emails from Best Buy requesting that I use my charge card and they are including special promotions for this.  My balance on my Best Buy credit card has been $0 for quite some time.Denise Lynch

Dear Revdex.com, Thank you for your continued partnership with this matter.  Again, we are very sorry to hear about the experience the customer is having.  The phone is a universal phone as stated on the receipt.  Once the customer used it with T-mobile it is locked to that carrier.  The customer will need to work with T-mobile to unlock it if the customer wants to use it on another carrier.  Best Buy is not able to assist in paying for the unlocking charges since the phone was not purchased on a carrier, it was sold as a universal phone.  We sincerely apologize we are not able to further assist in the matter. Best Regards, Amanda

Hello Mr. [redacted],Thank you for contacting Best Buy through the office of the Revdex.com about your Ebay Gift cards. My name is Cassie, and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the difficulty that you are having with Ebay,...

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.Unfortunatley best Buy has a 14 day return and exchange period. This information is available on our website, as well as being provided to you as part of our order confirmation. In an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy. Again, I apologize for your experience, as we value your business.Kindest regards,Cassie E Exec Res Sr

05/24/2018To whom it may concern,We apologize for this scheduling error that resulted in a poor delivery experience.  Best Buy has worked with our Geek Squad Appliance Escalations team and our delivery partners to re-schedule and complete this service.  At this time we can confirm the delivery and haul away are complete.  For any further issues related to this, please feel free to reach out to your Geek Squad case manager directly.

Dear Revdex.com,I connect with [redacted] over the phone and apologized for the poor experience. I informed that that this unit is outside of our Return Exchange period and verified that the unit was repaired and working. I recommended that she keep using the unit as she does have an extended warranty that...

would offer peace of mind.As a gesture, I offered to purchase her next warranty if this unit fails within its extended warranty period.Regards,Ash

I am rejecting this response because:
We receive our bill from Sprint and Suprise our bill after the activation fees are taken off is 50 dollars higher. Best Buys employee assured us that the bill would be very close to the same.  Also we did make a second trip to a Best Buy in Perrysburg Ohio and they too assured us that the bill would be around the same.  I have no problem with the phone itself only the deceptive practice  of the employees.

May 3, 2016 To Whom It May Concern: Again, Best Buy apologizes for the concerns outlined in the complaint that was forwarded to your office by [redacted] and for any inconvenience that she has experienced.  Ms. [redacted] can visit her local Best Buy store location and request a prorated refund on the remainder of her service Plan the refund will be prorated under the terms and conditions outlined in the plan.   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 [redacted]

Dear Revdex.com - Unfortunately, we are unable to offer our Black Friday or Cyber Monday pricing outside of the dates that offered.   Some of our deals are available in-store and some online, and we apologize for any misinformation that may have been provided, however, we cannot offer holiday...

pricing outside of the sale dates that it's offered. Regards, Amy C.

I am rejecting this response because: 
I am not responsible for the violation of the Best Buy website and therefore, my confidential information has been compromised and stolen. They as a company have the responsibility to ensure the safety of their customers. All I'm asking is that the Best Buy company remove the debt on my card, and make the necessary paperwork to make it so. I do not have to be wasting time and effort contacting the bank responsible for the card, when I was not responsible for the security breach of the website.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I appreciate the price match but was nit looking for the gift card.  The bigger issue of why the telephone people said besbut buy has a policy of not price matching to 'deal of the day' pricing when the policy stated on the Best Buy website says the donremains unanswered.  Also I did not see anything about lifting the block on my Best Buy forum account that was locked after complaining there about the contradictory policies of the website and the phone operators.  I do not mean to appear unappreciative of the assistance from Best Buy but I do think they are missing my point in that if they have a policy then it should be stated consistansty in store, on the website and anywhere else like the phone customer service people   Also questioning the policy on the bestbuy forum should yield a valid response and not banning the user from the forums.   Thank you and happy holidays.

Initial Business Response /* (1000, 5, 2015/12/14) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com regarding your canceled order and the use of the Best Buy gift cards and the refunds to them and PayPal. 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 be more than happy to place another order for the gaming PC for you if you could reply to my response with the product SKU number as I was unable to locate it under order number BBY01-[redacted].
[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,   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.  Mr. [redacted] will need to work directly with DJI to file a warranty claim.   Thank you.

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 15 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 $100 as they offered.

Dear Revdex.com The customer has ben given instructions to return the Computer to the Best Buy Cn Rapids, MN for a full refund at his earliest convenience and is to speak to the Manager On Duty when he arrives.Best Buy considers this matter resolved.Thank you,Larry S.

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.  Upon review, we have verified that indeed the customer was only charged one time for the item. Furthermore. the second charge on...

the account was only an authorization hold which our system indicates has already expired and the customer should not longer see.  Best Buy considers this matter resolved nevertheless, please forward any additional concerns to our office and we will response accordingly.  Thank you.

Dear Revdex.com, The product the customer refers to in the complaint was delivered on March 20th.  We have been trying to contact the customer by phone but his mail box is full.  An email has been sent with my contact information should the customer wish to give me a call.Best Buy considers this...

matter resolved.Thank you,Larry S

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.  The local store paid Cash for the difference I was being charged

I am rejecting this response because:  I have tried to work with the manufacturer and they will not stand by their product either.   They say it "functions as designed".   Since I bought the appliance from Best Buy they should stand by the product they sold.

Dear Revdex.com, Best Buy feels that we have fully addressed the customer’s concerns that were forwarded to your office in our previous response and we maintain our position.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.   Thank you Bethany H.