Best Buy Stores, LP - US Headquarters

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 chatted with a representative from the business and we worked everything out.

Dear Revdex.com,Thank you for giving us the opportunity to address this concern. Ms. [redacted] purchased a microwave that did not include the trim kit. The customer can purchase the optional trim kit for $159.99 (SKU # 9404127). Best Buy will have Geek Squad come out and install the trim kit once it is...

purchased. Information on the microwave purchased.Product FeaturesOptional built-in trim or hanging kits (not included)Thank you,Gail D.

Initial Business Response /* (1000, 10, 2015/09/10) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the online order and coupon request to our attention.
Best Buy deeply apologizes for any frustration this situation may have caused and...

disappointed we did not meet their expectations. We will be sending a $5 check to customer from our corporate office. The check should be received in 7 to 10 business days.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com Best Buy feels that we have fully addressed the concern that our customer sent to your office on 9/6/17.The customer has been refunded and the issues seems to be resolved.Nevertheless, please forward any additional concerns to our office and we will respond accordingly....

 Sincerely, John S.

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The product in question is a [redacted] Video Drone. The model number is [redacted] with a SKU of [redacted]. The customer made a return without a receipt or any additional information...

regarding the purchase. The customer indicated this item was a gift and does not have a valid receipt or gift receipt. As a result, the customer was offered a gift card in the amount of $59.99, which is the lowest price the item has been sold for within the last 30 days. If the customer could have provided additional information such as the purchaser's name, phone number associated with the purchase, date of purchase, store location of purchase, or payment method, there could have been a different resolution. However, without any further proof of purchase, there is nothing further Best Buy can to resolve this issue. Best Buy considers the matter closed.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get my full refund & taxes

Dear Ms. [redacted], We are sorry to hear that you have had such a poor experience in the delivery of your refrigerator.   I can see that you have been promised a $[redacted] gift card by the Delivery Distribution Center.  That gift card will be sent to you from that group, and I will follow...

up with them to ensure that they make good on that offer.  It may take up to 3 weeks to receive it, but there are notes that it was offered in our system.  I have gone into your online order and processed a credit in the amount of $149.99.  You should see that refund reflected immediately on your credit card statement.  Again, please accept my apology on behalf of Best Buy for your negative delivery experience.  We value your patronage and appreciate you bringing this issue to our attention.  Regards, Amy

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s service fee refund request to our attention. When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms...

would be sent to them via email address they provided or handed a physical copy – and available on our website too.  Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C. A service fee of $199.99 is charged for every customer claim under the Geek Squad Protection (GSP) plan. This information is printed on the front of Ms. [redacted]’s purchase receipt which they received on 12/16/2014 and states the following: For each claim, your Geek Squad Protection(GSP) Service Fee will be $199.99. Youhave purchased a month to month plan, whichwill automatically renew until canceled.Your credit card will be charged on amonthly basis for the plan identified onthis receipt. Call 1-800-Geek-Squad([redacted]) to cancel this plan. See Terms &Conditions for complete details. For a full copy of the terms and conditions for the warranty please visit: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarification. While we are pleased to see Ms. [redacted] received the replacement phone under the GSP plan coverage benefits, we would be unable to accommodate their service fee refund request. 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 the products installed did not meet the quality nor benefits described at the time of purchase.  Even after a consultant came out to fix the stated issues regarding sound and picture, the overall issues could not be fixed which is why a return of materials was pursued.  Yes, the products were installed, but why should a customer have to pay for installation of products that didn't meet the standards stated by BestBuy.  Their logic is like saying you pay to have a car shipped that was sold as having 35 MPG capability, but after driving it, only reach 25 MPG.  Why would I pay for the shipping costs for a product that doesn't meet standards stated by the vendor.  Installation costs ~ 9% of the total cost of the purchase.  I do not accept this response by Best Buy.

I am...

rejecting this response because:
Yes they did do that but after I spent many many hours on the phone and being rudely spoken to.  They gave me a little 50.00 credit that they applied to the new camera.  I think I should be entitled to more than that for my trouble.  Once again this is my opinion and I feel this way because I was treated so bad.  Its ashame you have to go through all of this to get something done.  They did break the policy that they are suppose to be going by. ThanksRegards[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
Revdex.com,
Thank you for bringing this to our attention. Please know that I reached out to the upper store management, including Brenda's direct Manager, to make them aware of the matter, and allow them to address the customer's concerns....


Brenda personally connected with the customer yesterday to hear his issues and apologize for the experience.
They also discussed his experience with [redacted] once he left our store as well. The customer called [redacted] on 09/27/2015, and was disappointed that they would not come to his home to help resolve his issue with his unit. He was then told by [redacted] that they would replace his unit; however, it would take 15 days before he would receive his new TV. Mr. [redacted] then called in a repair person to look at unit. In that visit, they discovered that the issues the customer was experiencing were caused from his surge protector; it was making the television shut off during his shows.
Brenda apologized that we were unable to exchange the unit in the store, and invited Mr. [redacted] to shop with us again. Brenda offered to supply a personal shopping experience with her on his next visit.
Thank you again for allowing us to address these concerns.
Regards,
Sarah L.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Brenda called to apologize she also stated that after speaking with corporate, that they corporate sided with her in this matter. Ok why side with me the customer, all I did was think highly enough of Best Buy to go in their store and spend thousands of dollars.So why side with me? The only reason why she apologized was because she was instructed to do so by her superiors. If I had not filed this complaint I would have never heard from her or Best Buy even though I was trying to bring it to their attention that a problem existed.
Also [redacted] did not say 15 days it was 10 to 15 days, but I could hardly understand them because all [redacted] customer service is routed through Central America the accent is to hard for me to understand it took 3 days of calls to them to reach their decision to replace said Tv.
Brenda did say the next time I come in to look her up. With the response from Best Buy of offering a personal experience. What does that mean? What is the definition of a personal shopping experience? First of all after the treatment I received I do not feel welcome in the store. I also believe that my business is neither wanted or appreciated.
To Revdex.com did you know that as a Best Buy customer you are rated on 3 levels. Level 1 is a core customer. That's the bottom. Level 2 is elite. Level 3 is Elite plus. Here when I purchased the Tv I even opened a Best Buy account. Yet when I tried to bring the attention to the manager I was treated like I was a second class citizen. I truly wonder after all the monies spent at that location throughout the years how I rate as a customer now? Probably something lower than core by the treatment I received. I have since closed the account. Although there are still several things I need Like a Go Pro camera, a new copier, printer fax, scanner, but as I stated for the reasons mentioned I do not even feel welcome in the store.
Truthfully,
[redacted] J. [redacted].

I am rejecting this response because:  Best Buy has shifted responsibility to Umpqua Bank.  After lengthy discussion with Umpqua, I learned they have had several calls concerning the unrecognized name for Best Buy on bank statements.  Furthermore, the bank uses the electronic information provided by Best Buy.  They do not alter any of that information.  Best Buy has submitted erroneous detail on their debit charges involving an unrecognizable entity on the bank statement and claim to know nothing about it.

Hi [redacted], I am still working on this issue for you but will be in touch with you as soon as I am able to, outside of the Revdex.com, for resolution.   Thank you, Kelsey F.Executive Resolution Specialist Best Buy Co., Inc.

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentions.  Correspondence has been brought to the Executive Resolution Team for proper review.  At this time we have sent the customer a gift card for the merchandise valued at $200.00.  We did not receive...

communication from the store so we will step in and replace the product with a gift card.  Please allow the gift card 1-2 weeks to arrive at the above address via mail. Best Regards,

Dear Revdex.com - Unfortunately, this customer is too far outside of the return/exchange period.  We can see that she initially contacted our customer care associates needing for the SIM card of the phone to work with Verizon, so it appears that possibly she has changed her mind.   We are unable...

to offer a refund or exchange. Regards, Amy

I am rejecting this response because:
Then why did 3-5 other CSR kept saying $6 tax was correct on a $50 product? That is blatant fraud, collecting tax dollar over the legal 6% in KY. Business cannot over collect taxes, I would like to see you report that extra $3 to IRS.As for credit, where is it?

I am rejecting this response because:
please see the details of the item when I made the purchase. I took a screen cap to show it to my girlfriend when I bought it.It clearly shows that the Pokemon Sun & Moon GAMES and 2 codes that will unlock 100 Pokeballs each in the description.Therefore I'm expecting my games to be shipped to me ASAP.

Dear Revdex.com,Thank you giving us the opportunity to address our customers concerns. On 12/19/2016 we refunded the customer the full purchase price. This refund will be applied to the credit card used in the original puchase. It could take 3 to 5 business days for the customer to see this on their credit card statement. Best Buy feels we have fully addressed this concern. Thank you Gail D.Best Buy

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the cancelled online order to our attention. Best Buy deeply apologizes for any frustration this situation may have caused and for any lapse in professionalism or courtesy displayed by our employees....

  “Bait and switch” is defined as a method of consumer deception practiced by retailers which involves advertising in such an attractive way as to bring the customer in, followed by disparagement of the advertised product so as to cause the customer to switch to a more expensive product. Best Buy does not use the “bait and switch” tactic as a way to get customers to our stores.   In addition, when customers use our online website, they agree to the “Conditions of Use” and states the following concerning item availability and cancelled orders:   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. The item or SKU #8720193 was not available and the online order was subsequently cancelled. However, the item is in stock, available online only and can be shipped to home or shipped to a local Best Buy store for pick up.   Mr. [redacted] can order the item today (11/29/2016) and have it available for pick up on 12/08/2016 at our Visalia store (#[redacted]); again if ordered today as per our website when selecting in store pick up.         Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear [redacted], Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I apologize for the inconvenience and frustration you have experienced dealing with the TV that...

was picked up by the delivery team and not properly credited back to you. I am pleased to inform you that a full refund has been issued to your original form of payment for order # BBY01-[redacted] on May 10, 2016 under order #[redacted].  It may take 4 to 7 business day for the refund to post to your account. Thank you for your patience and again, I apologize for your experience, as we do value your business. This is Best Buy’s final position and considers this matter resolved. Sincerely, Larry S [redacted]

December 16, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as our office has already addressed this matter via an email communication received from the customer. The customer was refunded and...

received a customer service gesture.  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 ###-###-#### Direct ###-###-#### Fax [redacted] Ideation, Context, Maxmizer, Activator, Communication