Best Buy Stores, LP - US Headquarters

I am rejecting this response because:want full refund as promised.Will add pics of sales receipt for service.Was purchased from Best Buy Holyoke store on 12/15/called for service on 9/19/brought in 9/20/for bad OS estimate time days for work.never got back until 9/27/2015.When wife brought computer in she was told not under warranty since she never bought extended warranty.She paid in full for service,days later,supervisor of Geek Squad said was only months old and the person who took it in should have sent back to manufacturer for service and she should have never paid.He was going to let boss of Best Buy that was on that night about how upset we were.We keep trying to call Geek Squad they keep telling me they have no bosses and they are all equal and keep passing me around,so went to see lawyer and talked to local station about issue we are havingAs a small company owner if my wife isn't happy,I AM NOT EITHERBought 12/15/cash best buy holyoke.mastore ***HHolyoke Mall [redacted] Holyoke Ma ###-###-#### is infoGeek squad service order # ***- [redacted] sales rec date 9/27/2016Computer info [redacted] Inspiron SKU Serial [redacted] Description live mock dell/intel core I3-Our names are [redacted] ( [redacted] @yahoo.com) ###-###-#### [redacted] (G [redacted] [email protected] ###-###-####

Hello Revdex.com, My name is Shane and I am a member of our Executive Resolution TeamI 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 cancellationOnce the order has cancelled, we are unable to further support the purchaseIf 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 sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonWe may impose these limits on a per-person, per-household, per-order, or any other basisIf we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to usIf 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 ariseThank you Shane, Exec Res Spec

Dear Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I am very sorry to hear about the delay in receiving your Preorder and I apologize for the inconvenience and frustration the matter has caused you Please understand there are several factors that are out of Best Buy’s control when it comes to preorder delays the most significant is delays by the supplier in shipping the product on time to us We do understand you have options to make these purchases elsewhere and as we do value you as a customer I have applied a $ [redacted] credit back to your Credit Card the original form of payment as a customer service gesture for any inconvenience Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com, Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customerOur holiday return period ended on January 15th, and this item was returned to store credit on February 23rdSince we have already made an exception for the customer by processing a return after the return period, we will not be returning the store credit for a refund At this time, Best Buy feels this matter has been fully addressed Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com,Thank you for your patience with us as we worked to resolve this issueI received confirmation from our Geek Squad executive team that the customer's order is being delivered today, and that a [redacted] gift card has been issued as a gesture of goodwill for the delay that he experienced.Thank you, and please let us know if you have any questions.Best,Cassie E Exec Res Sr

I am rejecting this response because:I was told when I purchased the insurance that if phone was lost damaged or stolen, it would be replaced You did not even address the rudeness that I experienced by your customer service team, you did not address the fact I was lied too

Dear Revdex.com, Mr [redacted] corresponded with a Brian who is a member of our Best Buy Executive Resolution TeamOn 1/16/17, Brian informed Mr [redacted] that we would need a TRE Transaction ID from when he was warned for us to research this matter furtherBlackout periods last days from when the warning occursWe would be unable to consider an exception without this information It is also of note that on 1/18/a price match was processed on the Microsoft Surface Pro, in which we provided Mr [redacted] with a refund of $Thank you, Dan SBest Buy

Initial Business Response / [redacted] (1000, 12, 2015/10/01) */ Hello Ms [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about the delivery and installation of your appliancesI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize for the experience that you had, and I understand the frustration that this situation must have caused for youWe value feedback such as this, as it helps us make decisions for the future of our company I have shared your complaint with the team that resolves installation and delivery issues, and I have been advised that we have completed the delivery and installation nowIf any issues remain unresolved, please email me at Brian.***@BestBuy.com or call me at (612) [redacted] Your satisfaction is important to usPlease accept a $ [redacted] Best Buy gift card as our invitation to shop with us again for a better experienceThis gift card will arrive to the address cited on this complaint within approximately 2-weeks Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation, and for being our customer Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/25) */ September 25, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] 's concerns that were forwarded to your office as he was correctly informed that he had exceeded the allotted returns on purchases from his past purchase historyTherefore, Best Buy is unable to offer a return/exchange on the purchase in questionNevertheless, 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 / [redacted] (3000, 9, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not informed that I was not allowed to exchange or returnAlso it is not written in best buy's policy that for example if you return or exchange times let's say, that you won't be able to exchange or returnIf I knew that auch a thing would happen, anymoreI would never buy anything from them again because it is not fair to buy something and not be able to exchange it or return it, especially if it is defectiveI would buy my laptop from a different store where customers actually have rights when they pay money for things they buyThis is very unproffessional and the manager literally talked to me as if I was asking him for free moneyDon't forget I paid 950$ for a laptop and it is not like I bought some earphones for 10$This is unacceptable response and I want this issue to be resolvedI am still until this day paying for that laptop through the best buy card and I am willing to stop paying on it if this is the case and not stop asking for my rights as a customer Final Business Response / [redacted] (4000, 13, 2015/10/13) */ October 13, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] 's concerns in the previous correspondence forwarded to your office on September 25, and our position remains unchangedNevertheless, 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, Thank you for your partnership in bringing this to our attention At this time we have reached out to the customer directly and are providing a resolution in regards to the matterBest Regards, Amanda H

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize for the inconvenience and frustration the matter has caused you Thank you for taking the time to speak to me last Friday and allowing me to assist you with the purchase of the TV you had attempted to purchase on sale, at the sale priceI hope you enjoy the new TV Again, thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com,Best Buy has authorized a check to be mailed out to the address provided in the Revdex.com to offset the price matchWe would like to apologize for any inconvenience and frustration that this situation may have caused.Kind regards,Ash E

I am rejecting this response because: The last time this happened they also assured me the problem was fixedAlso like the last time because of BestBuy.com not fixing the problemI lose out on another deal and BestBuy.com will not honor the agreed upon price offeredThey made the mistake and expect the consumer that did nothing wrong to pay an extra $because of THEIR mistakeI want the agreed upon product and price that I signed up for and completed

I am rejecting this response because: I am rejecting this response because I did not do anything wrong to deserve this inconvenience as this was cause solely by an employee of best buy I am extremely upset and disappointed with Best Buys inability to accept responsibility regarding this transaction and I will make it my personal business to share my customer experience with everyone I come on contact with I will be closing my best buy credit card and we no longer continue to shop there They just lost a customer for life!!!!!!! This has been the worst customer experience ever! They are a sorry excuse for a company Bunch of cowards!!!

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.Best Buy did refund my order that was lost by UPSWhile the lost package was not Best Buy's fault (UPS lost my package)The time it took foe Best Buy to issue me the refund and the misinformation provided to me by several Best Buy customer service reps was unacceptableWhat was not provided in Best Buy's response was that the refund was issued only after I got my credit card company involvedIt should never have to come to thatI hope Best Buy will take note of this and try to prevent such issues from happening again

October 10, 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 unchangedNevertheless, 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

Revdex.com, Thank you for bringing this to our attentionPlease know that we connected with the customer to talk about her concerns, and have issued the Gift Card as promisedThe gift card should arrive within the next weekWe do apologize for the experience, as we always strive for excellenceThank you again for allowing us the opportunity to address our customer's concerns Regards, Sarah L

May 3, 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]

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer made the initial purchase in our Franklin store, and this is where the manufacturer set up the exchangeThe customer also actually contacted the Franklin store, not the Jackson storeWe have phone hub stores, and Franklin is that store in this area, so any call to Jackson would be routed to FranklinUnfortunately there is no way to validate what was said in the conversationWe are unsure why the customer would have called our Jackson store as they were again not the purchasing storeThat being said, if the customer, for whatever reason, called the Jackson store, our Franklin hub store would have picked up which would have potentially caused the confusionAgain, we are unsure why the Jackson store was even in the equationHowever, with that being said, our Franklin store's General Manager issued a $refund to the customer and said that the customer was very happy, and was given his cell phone number if they had any future issuesPlease know that we would not be issuing a full refund of this unit as requested and feel that our store's exception in good faith was a gesture that was far above and beyondThank you again for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com, When the agent originally quoted the customer he was unaware that this TV was an exclusive branded TV which Best Buy will cover the Manufacturer’s warranty On 1/11/the customer was given a new order that is set up with the correct information and is scheduled for 1/21/ Best Buy will honor the warranty and repair or exchange the TV as needed at no charge to the customerBest Buy considers this matter resolvedThank you