Best Buy Stores, LP - US Headquarters

Dear Revdex.com and Mr. [redacted],Thank you for bringing your concerns to our attention.  It was discovered that the gift cards purchased using your My Best Buy account were being used to make purchases with a Tax Exempt card that is coded as "resale".  This is not in compliance with the terms and...

conditions of our My Best Buy program which is why your account was closed and the certificates were voided.  I have included the reseller information that is listed on our My Best Buy terms and conditions website.  You can find a full list of terms and conditions of our My Best Buy program on BestBuy.com. Resellers Resellers are excluded from the program and from receiving points. If we mistakenly issue points for resale purchases, we reserve the right to deduct those improperly awarded points and/or to invalidate improperly issued reward certificates as well as to terminate such accounts. If you are found, in our sole discretion, to be a reseller, your account may be terminated in accordance with Section 7.Because of this we have cancelled your account with My Best Buy and will not be reissuing any of the voided certificates.Thank you,Best Buy

Dear Revdex.com,The television was exchanged on 4/14/16. I also sent Ms. [redacted] a $** Best Buy gift card for the inconvenience. She should expect this to arrive in roughly 2-3 weeks. Sincerely,Dan [redacted]Best Buy Executive Resolution Team

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office. Best Buy has sent our field technicians to the customer home to evaluate the oven and the feature.  The oven operates as intended per the manufacturers specifications and user manual. ...

We have advised the customer that since there is not a defect with the range and it works as advertised and intended per the manufacturer that Best Buy will not replace the range under the customer GSP or authorize an exception return.  Additionally, the customer has been advised that a refund of the GSP would also be pro-rated per the terms and conditions of the contract.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely,Best Buy

I am...

rejecting this response because:
This is an unacceptable way to respond to a customer that just spent $6,000+, was stood up twice on delivery dates, was ignored and insulted by store managers, has spent a dozen or more hours on the phone trying to rectify the problem and is still having to wait two additional weeks to replace a damaged refrigerator. Initially I would have been satisfied with an apology and a 10% discount for our inconvenience. Following the grammatically horrific response sans an apology, I am requesting a 20% discount.

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.

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.Thank you very much for the help![redacted]

Dear Revdex.com,  I forwarded the information to Sedgwick, who is our insurance claims team. I have asked for an update regarding the claim as one has been opened. I will follow up as soon as I have more information. The claim number is [redacted]. Sincerely,   Dan S. Best Buy...

Executive Resolution Team

Dear Revdex.com,Thank you for giving us the opportunity to address this concern. The customer was charged a nonrefundable fee for not unlocking the find my Iphone feature. The contract states:If you fail to return the replaced product or part as instructed, return a replacement product or part that is...

ineligible for service, or do not unlock your device and turn off any device tracking feature or service, we will charge the credit card for the authorized amount. We are unable to refund the charge because the Iphone was returned to us locked and unusable. Thank you,

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s [redacted] TV purchase concerns to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. We have contacted Mr. [redacted] directly...

and provided an amicable resolution customer accepted.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience and frustration caused to the customer.We have engaged the customer's local store regarding his experience and they will be contacting the customer today with a mutually beneficial...

resolution.Best Buy now considers this matter fully addressed.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Dear Revdex.com - We are unable to find any record of a mobile phone purchase made by this customer, nor are we able to see any record of the customer contacting us regarding a problem with a cell phone. We will require more information in order to address this customer's complaint.  Perhaps the...

customer can provide us with the Customer Service PIN number from the bottom of her receipt.  We are happy to review the customer's concerns once we have this information.Regards, Amy C

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. We are very sorry to hear of the issue around the Trend Micro Internet Security. This is a situation where we would direct Mr. [redacted] to contact Trend Micro directly. I have included a link below to their support. Best...

Buy will not be offering a refund as the laptop in question is outside of the return period. Best Buy is happy to provide technical support for our customer, however this is a software related issue and not covered under manufacturer’s warranty. It is a paid service as the customer was informed. Since Geek Squad did not perform the installation of the software, we are unable to verify if this was installed properly. Again, we direct the customer to reach out directly to Trend Micro for further assistance. Best Buy feels that we have fully addressed Mr. [redacted]’s concerns. Best Buy has provided our final stance and that stance remains the same.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  https://esupport.trendmicro.com/en-us/home/pages/technical-support/internet-secu...⇄ Thank you, Best Buy

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to us. We apologize for any inconvenience or frustration this may have caused to the customer. We are currently working with the customer directly and will follow up with him outside of the medium of the Better Business...

Bureau. Sincerely, Kelsey F.

Initial Business Response /* (1000, 7, 2016/03/01) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
The monthly charges were for a Geek Squad Whole Home Support service contract; this was a monthly-billed service contract for computer tech support....

This was a Geek Squad service that was sold to Mr. [redacted] by a third-party vendor.
The vendor would go through a multiple step verification process in order to confirm that they were speaking with and signing up the correct client for the contract. The steps involved included a disclosure being played which clearly stated that the plans are through Geek Squad and will be billed separately from their contract with the 3rd party vendor. The client would then be notified that the charges will continue until they call and cancel through Geek Squad. The client would then be required to provide their credit card information again (or a separate credit card number) for Geek Squad billing, and then would have to enter their ZIP code into the phone as a digital signature and verbalize their ZIP code for confirmation of agreement. Phone calls such as this were recorded but Best Buy no longer has access to them.
As an exception, I am honoring Mr. [redacted]'s request in the form of a $299.85 check that will arrive to the address cited on this complaint within approximately 3-4 weeks.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]
Initial Consumer Rebuttal /* (2000, 9, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to the terms that I will be refunded the money that the Geek Squad owe me (299.85)

Dear Mr. [redacted] - We have reviewed your laptop  purchase and the service tickets from the Worcester, MA Best Buy location.  At the time you purchased the Dell laptop, you were a Best Buy employee and you received a sizeable discount on the item.  You did not purchase a Geek Squad...

protection plan or any other extended warranty on the Dell laptop.  In December of 2017 you brought the laptop in to have it sent out for service under the manufacturer's warranty.  During the warranty repair, you allege that damage occurred to the laptop.  That damage, based on the information we have available, is cosmetic and to the best of our knowledge does not affect the functionality of the Dell laptop. We no longer carry the model that you purchased so we are unable to replace your laptop.  The Worcester store has made a fair offer to reimburse you what you paid for the computer. We are not obligated to offer you like or upgraded technology.  As a former Best Buy employee, you may remember that we are only obligated to offer a refund or store credit in the amount that a customer paid when we are unable to replace an item.  Best Buy will not be making any additional offers to you at this time.Regards, Amy C.

Dear Revdex.com - We have reviewed the customer's concerns along with the order he placed in April.  It does appear that there was a shipping error that resulted in Best Buy opening a lost package claim with UPS.  Our normal protocol is to wait for a response from UPS regarding their...

investigation, however, I made an exception and issued a full refund to the customer.  I called him and left a voicemail outlining what I have shared with you.  Best Buy will be closing its investigation of this matter at this time.Regards, Amy

Hello Terrance, I'm unable to locate the original receipt for this purchase. It was purchased using my husbands Best Buy account. His name is [redacted]. Are you able to find this order using his name or is there other details that I can provide to help you find this?[redacted]   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.

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.
We received confirmation that the sales manager of the store spoke with the customer yesterday, and they are working on a resolution.
The sales manager has requested to be...

the single point of contact on this issue and please reach out to her with any additional questions or concerns.
We apologize for any inconvenience or frustration this has caused the customer.
Best Regards,
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Bri on the phone and I was informed they are going make sure they take care of any and all repairwork to bring my computer back into full working order the way it was previously to taking it in for a simple tuneup. She has been staying in contact with me and keeping me updated on all.

Initial Business Response /* (1000, 10, 2016/01/13) */
Dear Revdex.com,
I partnered with store and district leadership to get more insight. It was explained to [redacted] that the store was not aware of the existing $25 bill credit he was already receiving on his bill since he was out of his previous...

contract.
The discount continued when he upgraded but was not in addition too his previous discount. As promised his line access fee is $15 per month instead of $40 per month.
Store leadership states they have gone over this with the customer on many occasions.
We will be unable to adjust his bill or provide him with the $600 he is seeking.
Thank you,
Dan [redacted]
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 12, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told one thing to get me to get my purchase. I asked more than once about the amount I would have to pay. The people at the store were very friendly and helpful during the purchase. When I returned to get it corrected then It was explained that it was not their fault. They were not at all friendly. The manager Molly [redacted] treated me with disrespect. Best Buy sold me a phone based on a price. Best Buy should be responsible for their actions. Sales staff can then make big boast about other products but then so what...we can't be held responsible because of our employee's representation of a product or service. What other business runs that way?
The way this has been handled by best buy is terrible. As for the quote above That Store leadership has gone over this on many occasions is a stretch since I have spoken with Molly [redacted] once. As for the comment that they were not aware of the existing $25 bill credit then why was I told that they were looking at my contract. How did they look at my contract to sell me the phone.
Once again best buy misrepresented the deal to get me to buy from them on that day. They need to be held responsible for the action as well as how they respond to their employees behavior and representation to the public.
Final Business Response /* (4000, 14, 2016/01/15) */
Dear Revdex.com,
Best Buy feels that we have fully addressed concerns that were forwarded to your office in our previous response and we maintain our position.
We will be unable to adjust his bill or provide him with the $600 he is seeking.
Thank you.

Initial Business Response /* (1000, 7, 2016/02/10) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. Additionally, please accept our apology for the late response to the case; we...

just received it today.
After reviewing the customer's account, I found a check was processed on 1/5/16. The customer should have received it within 7 business days from that date. Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent a check after 3 months of waiting and continuous calling on my part. I will never use Best Buy again after this experience.