Best Buy Stores, LP - US Headquarters

Dear Revdex.com,   Thank you for bringing Mr. [redacted]‘s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   We have spoken to Mr. [redacted] and located a way so he can access his account.  We have sent him a temporary password...

for him to log in and then change.  Mr. [redacted] has my direct phone number and email address for future concerns.  Best Buy considers this matter closed.   Sincerely, Scott M.

Dear Revdex.com - We have reached out to [redacted] to provide him with information regarding resolution of his concerns.  We will be closing our investigation of this matter at this time. Regards, Amy

Dear Revdex.com,Thank you for bringing this matter to our attention.  We have reviewed the previous interactions the customer had with Best Buy and have determined a price match should have been honored for this request.  We will apply a refund of $110.42 (The difference in price ($102) plus...

the difference in tax ($8.42)) which will go back to the credit card used to make the purchase.Thank you,David M.

I am rejecting this response because Dear Mr. [redacted], Please be advised that this matter (address is a freight forwarder's) was never an issue to my previous orders, which Best Buy properly fulfilled. My account was never tagged on this matter (through the year 2016 until a few days ago) and this debacle has caused me much stress as I've kept awake late at night for MONTHS waiting for the preorder listings to come online in the BB website. In this regard, I still believe that I should have been promptly told of this exception simply because previous experiences have never placed me in this predicament. Now that I was led to believe that I finally got my Nintendo SNES Classic, an item extremely sought after, I am suddenly surprised that any orders would be ineligible. I was not even given an option to change my address. I earned my place in that long (almost impossible to get through) queue to get an SNES Classic after many many many days of waiting. I would like to still get my SNES Classic allotment. I'm only buying one piece. It's not like I'm scalping. I can immediately provide an alternative address that won't be tagged as a freight forwarder. Please work with me here. I am still a decent customer and I've paid without any malicious intent. I do not believe this matter is settled nor was it properly resolved in Best Buy's fulfillment process. I've dealt with numerous online retailers and they have always provided the chance for corrective action to properly conclude a sale when there are issues with the checkout, whether it be because of payment, billing, or shipping. I got a confirmation email and there was no issue in my previous transactions to lead me to believe that the delivery address was not an issue. There was no way to know this was an issue because previous transactions had been successful and Best Buy had not prompted me that this was unacceptable. In the interest of consumer equity, I believe I deserve a chance to correct this matter.

Dear Revdex.com,I have included a copy of the service order that [redacted] signed when picking his computer up from the Geek Squad in April of 2017. This particular repair actually had a 30 day warranty, which the customer signed off on.  This information can be found highlighted under number 14 in the Terms and Conditions. As this repair was performed 10 months ago Best Buy will not be providing any further services at no charge. If [redacted] feels the hard drive itself is defective he may contact Western Digital directly regarding the maufacture warranty on their item. Due to this signed agreement, Best Buy does consider this matter closed.Thank you

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 resolution is the original request made to the business, originally rejected by the business, and now accepted. I appreciate the time of both the business and the Revdex.com for helping resolve the issue.

Dear Revdex.com,Thank you for passing along the customers feedback regarding their experience with their purchase and requested price match.  However, Best Buy maintains it's position regarding our price match policy and our decision to decline a price match since it was not made at an eligible retailer.  Nevertheless, we thank the customer for their feedback regarding their experience and their concerns regarding our policy.Sincerely,Best Buy

07/14/2017 To whom it may concern, After reaching out to this customer Best Buy feels we have fully addressed this customer's concerns.  Credit has been issued to the amount disputed in regards to the promotion in question.  Nevertheless, please feel free to contact us again...

should any additional issues arise.

Dear [redacted] - We have located an order in our system under a different phone number and the name [redacted].  It appears that the television was picked up and the order completed on October 10, 2016.  If this information is incorrect, please respond that this has not...

happened.  We apologize for the length of time that it took for the television to be picked up.Regards, Amy C.

Dear Revdex.com,Thank you for bringing Mr. [redacted]'s concern to out attention. We have collected the orders in question from the customer and have been able to review. Our findings are two of the three orders have been refunded back to the original forms of payment and the third order failed during the...

payment processing. We are attempting to reach the customer again to inform him of these findings.At this time Best Buy considers this matter closed, however, we will respond accordingly if new information is brought to us.Thank you,Best Buy

Dear Revdex.com,Thank you for bringing Ms. [redacted]'s concerns to our attention again. We have contacted the customer and provided our response to her.At this time, we are unable to find her purchase in our records and she will need to substantiate the computer was purchased from Best Buy before proceeding with any resolution. We have advised the consumer to contact us with a receipt of purchase should she find it, but we are unable to provide an exchange or refund of any kind for her at this time. We advise the consumer to continue to have the computer repaired through the manufacturer if the warranty is still valid, and to contact us should she find the receipt of purchase. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11456490, and find that this resolution is satisfactory to me. The Operations Manager of that store is outstanding. For that reason, I will continue to conduct business with that store.

Revdex.com, Thank you for bringing this to our attention. Please know that while batteries are a consumable item, and non-refundably per our Return and Exchagne promise, our store connected with the customer, and is makeing a onetime exception. Thank you again for allowing us to address the customer's...

concerns.  Regards, Sarah L.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   We apologize again If Mr. [redacted] did not see the Black Friday ad or disclaimer on our website for limited quantities for the holiday weekend promotions.   Under Conditions of Use listed on our website, 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").   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   Order Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If 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.   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄   We only offer this for clarification. Based on the above Conditions of Use and the quantity limits in place for our Black Friday Door Buster ad items, we would be unable to accommodate Mr. [redacted]’s purchase request.   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

Dear Ms. [redacted],We're sorry to hear that you are unsatisfied with the support thus far. We would advise that you contact Geek Squad Remote Support at ###-###-#### so that our agents can assist in working towards a resolution under your contract.Thanks,

Dear Revdex.com, Thank you for bringing this to our attention. The iPhone X's that were purchased were universal and unactivated. These models were exclusive to Best Buy and it is a different model number from the unlocked phones offered by Apple. Therefore, we cannot provide a price match...

as it does not fall within the terms of the guarantee.  Thank you, Dan S.Best Buy

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention to our attention. We apologize for any inconvenience this may have caused the customer. Our records indicate the product will be exchanged today, April 11, 2017 for a new one. Our appliance customer care team...

will be overseeing the delivery to ensure the matter is resolved for the customers.  At this time, Best Buy feels this matter has been fully addressed.  Sincerely, Kelsey F.Executive Resolution Specialist Best Buy Co., Inc.

Dear Revdex.com,Thank you for bringing Ms. [redacted]'s concern to our attention. Since we will be asking for private information to look further into this, we will be contacting the customer directly. Thank you,Best Buy

Thank you for calling attention to this one. I have reviewed his complaint, as well as all relevant case notes. I confirmed that our Web site did indeed mix up the ** Oven Range and ** OTR Microwave, displaying the oven range image and description with the OTR SKU and price. This error has since...

been corrected.   I can appreciate how frustrating this experience has been. While Best Buy tries to be as accurate as possible, we do not warrant that product descriptions or other Site content is accurate, complete, reliable, current, or error-free, per our Site Conditions of Use > Errors on Our Site (http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat2044...⇄ Best Buy is not obligated to honor such mistakes; however, our Return/Exchange policy protects customers, allowing them the opportunity to seek a refund or purchase/exchange for a new product. ·         The normal return process allows the customer to bring the product to a store or receive an e-mailed return label to print and bring the product to a UPS facility. ·         The ** Range (Model: [redacted] | SKU: 4656011) the customer sought to purchase retails for $1899.99 and is on sale now for $1599.99. Mr. [redacted] paid for and received an ** -Over-the-Range Microwave (Model: LMHM2237BD | SKU: 4653032) for $449.99. Due to the numerous contacts and length of time to resolve, I requested a UPS call tag for the microwave, at Best Buy’s expense, despite it being beyond the normal return period. ·         Once my team processes the request, they provide the UPS tracking number (within 1-2 days). ·         UPS makes three pick up attempts and we cannot request specific days or times. ·         Once retrieved, UPS ships the product to our warehouse, at which point, a refund will be processed. Best Buy cannot offer the ** Range for the price of the ** microwave. However, as a customer service gesture, I am requesting a $[redacted] Best Buy e-Gift Card be e-mailed to Mr. [redacted] at [redacted]. It will arrive in 2-3 business days and can be used online or in store. Kayla [redacted] Executive Resolution Specialist

October 12, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as it is my understanding that the product in question has since been exchanged at one of our store locations.  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