Best Buy Stores, LP - US Headquarters

I am rejecting this response because: Best buy advertises 48 hours which does not mean 7-10 business days. This means two 24 hour period which is 2 days. This is clearly false advertisement and is of great inconvenience to me. It is unacceptable to accept this response as a fair resolution especially when the guest representative misinformed me that the original certificate was sent. It is also unacceptable for it to take 7-10 business days for a gift certificate to be sent via email when it is advertised 48 business hours. This is not good practice. I want my certificate to be expedited and gift card to be expedited if no further incentive will be offered for this inconvenience.

Dear Revdex.com., According to our records, this order has been refunded to the American Express originally used for payment. This refund was processed on 06/14/16. The refund was processed in store, and the receipt number is [redacted] 06/18/16. If the customer has not yet seen the funds process back...

to the account, we would advise her to contact her bank.Thank you for making Best Buy ware for this issue. Please let us know if you have any questions.Kindest regards,Cassie E Exec Res Sr

Initial Business Response /* (1000, 11, 2015/09/09) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
While I am not familiar with the details of the advertisement or promotion that Ms. [redacted] describes, Best Buy does have an electronics trade-in...

program with details available at BestBuy.com. Periodically Best Buy will also run trade-in promotions that vary from promotion to promotion. Aside from this, the return and exchange policy is printed on our store receipts, and a Geek Squad Protection plan is not refundable for any time that the coverage was in effect. As the Geek Squad Protection plan has expired, no refund is available on that plan.
Ms. [redacted], I apologize for your disappointment, as we value your business.
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 /* (3000, 13, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, it took them too long to respond. He is unfamiliar with all of the promotions meaning he is not qualified really to resolve issues. What the corporate says and what the store says are totally different answers. If there are trade in promotions, why would a Mac less than a year old be worth nothing? Their geek squad protection system is incompetent and filled with many errors. We do not need another Mac now. We purchased one from elsewhere. Since, Best Buy did not really resolve our situation I would like for the complaints to stand as there. I would encourage customers to try other places for electronics; such as, Groupons, Amazon, EBay, and Livingsocials.

I am rejecting this response because:The Best Buy employee Sarah L is incorrect.  My primary order was not placed with expedited shipping.  My primary order never arrived.  When I finally found a Best Buy CSR to replace the order she sent the order with expedited shipping by her choice.  An unauthorized charge of $9.55 was charged to my credit card by Best Buy.  I have spoken to numerous people in numerous countries in an attempt to get a credit for the unauthorized $9.55 charge.  Again, Sarah L. is wrong.  I never placed an order with expedited shipping.  If I would have done so and if I would have received the credit from Best Buy then I would not have had to file a Revdex.com complaint in the first place.  Sarah L. should not attempt to lie in order to cover Best Buy inability to provide customer service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11413582, and find that this resolution is satisfactory to me.

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 am very sorry to hear about the problem with a pricing error on the Best Buy Website which you may have...

experienced and I apologize for the inconvenience and frustration the matter has caused you.   Unfortunately, if you did see this on our website it was in error.  Pursuant our Website’s Terms 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 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.”   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

Initial Business Response /* (1000, 10, 2015/09/24) */
Dear Revdex.com,
According to our records Mr. [redacted]'s service has been completed, and his dishwasher has been installed.
Nevertheless, please forward nay additional concerns to our office and we will respond accordingly.
Thank...

you,
Cassie E.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Best Buy did install my dishwasher and fixed our garbage disposal. The only odd issue is that a few days after they did so, I received another call from a company identifying themselves as Best Buy who said they were outside my front door and were here to install my dishwasher. I informed them this had been completed several days earlier. My only comment or suggestion would be that they should work more closely with their contractors to ensure better service as I believe this was the root of the problem.

Dear Mr. **, We will forward your concerns back to Sedgwick for review. Since they are our team that handles damage claim concerns on behalf of Best Buy, they will be responsible for providing our final stance regarding this issue. Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

Dear Revdex.com, Thank you for your continued partnership with this matter.  Again, we are very sorry to hear about the difficult matter regarding the customer’s rewards points.  The customer has worked with multiple teams up at corporate to address this issue prior to the Executive Resolution team being involved.  We have confirmed that the previous agents have already took action with this customer regarding the issue.  At this time we are no longer to offer assistance around the matter since it has already been addressed previous with solutions. Best Regards, Amanda H.

Initial Business Response /* ([redacted]0, 7, 2015/12/01) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulty you experienced with the cancellation of the GSP Plan on your mother's computer, I am Larry S with the Executive Resolution Team...

at Best Buy Corporate Headquarters.
I am sorry to hear about the problem you had trying to get this issue resolved 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.
Per our telephone conversation on 11/24 you have accepted a $[redacted] gift card as a resolution to this concern. It will take 2 to 3 weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it.
Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved.
Best regards,
Larry S

I am rejecting this response because:
Sorry that was pretty dumb of me... the first appointment was the middle of February, the second one was on March 2nd, and the 3rd was early april. I tried to reach out and call because I don't want this  to come out the wrong way but of we can't figure out and solve this issue soon to where I get some type of compensation for all this then I'm just going ahead and go to court and let them decide. I have been more then patient but I feel like nothing is going to get resolved. I don't know where she had the starter installed I figure that would be on the purchase information but all my appointments were at the best buy in south county and my last appointment the assistant manager told me I needed to start taking it to a different location... and no I do not know the name of the assistant manager I spoke with. I appreciate you trying to help me resolve this issue I'm just so tired of dealing with it.. this has been nothing but a headache.

09/22/2017 To whom it may concern, After review, Best Buy has offered a one time exception to refund the missing product.  We now consider this issue fully resolved.  Nevertheless, please feel free to reach out directly should further issues arise.

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.   As specified in the email the customer received from our Customer Care team, the price the customer was requesting was a...

special promotion for Amazon Prime customers. One criteria for our Price Match Guarantee is that the price must be available to all customers. Since Amazon Prime is a paid membership, any prices for Prime only customers would not be eligible for a price match. Regarding the WWE video, the customer did not include a link to the product or the retailer that is selling the product at a cheaper price. Therefore, we are unable to grant the customer’s request due to lack of information. However, in an effort to resolve the issue, we will be sending a $5 Best Buy gift card as a one-time exception to the address provided to the Revdex.com. Please allow 10-14 business days for it to arrive.   Regards, Kathryn S.

Dear Revdex.com,   Thank you for bringing this to our attention. The manufacturer warranty service was denied due to a lack of proof of purchase.  Due to Mr. [redacted]’s customers concern, I have a $[redacted] gift card for customer satisfaction.  Customer should receive the gift card within...

three weeks at his [redacted] mailing address.   Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####

I am rejecting this response because:
We have NOT received our appliances from Best Buy and after our last interaction were coached to set our next delivery date out to February 2017 in hopes that we would have a better chance of getting our order then. We are on our 9th failed delivery attempt now (some being no call and no show and others saying they don't have our washer). I can confirm that Best Buy did provide a $150 credit towards the purchase of the appliances after the 8th failed delivery attempt (on our Best Buy Credit Card which we had to put in legal dispute with Citi because we were charged for the appliances in November even though we still do not have them). We have to call Citi weekly to let them know what is going on with our purchase as well. Best Buy escalations department (our case Manager Razia) did finally call us after we requested MULTIPLE times to speak with her and all she had to say was that we should cancel our order at this point and order something else. That is an unacceptable response and your escalations team should not be treating customers the way that they do. This is not our fault and we shouldn't be treated as if our purchase has inconvenienced your business. Currently we have been at home waiting 9 times, 4 hour windows each to wait for our delivery. Also, after each delivery attempt goes wrong we spend between 1 to 2 hours on the phone with your customer service, warehouse and store to talk about what is going on. Each time with the same "oh, we have them in stock in our system. Not sure why you aren't getting your delivery. Let's just set up another appointment." Also, the warehouse promises that they will call us to make an appointment after going to double-check that they truly have the washer in their warehouse. However, they never call us back. They just note in the system that we are unreachable and set it up without consulting us. That prompts us to call back in and spend yet another 1 to 2 hours talking to 2-3 new people in the store, warehouse and customer service. We would really like someone to tell us the truth and take ownership of this issue until a satisfactory delivery. I can't believe how terrible this experience has been and we trust no-one that we speak to at Best Buy anymore. We would like to receive our appliances and appropriate compensation for our time spent dealing with this nightmare.

I will have our rep Jason J[redacted] call this customer to see if we can earn their business.  We always will do whatever it takes to make a deal happen but that doesn't mean that we are allowed to break rules/ laws and not follow policies and procedures that are already in place.  It...

doesn't help our company when we don't sell a customer a car but there is only so much that is within our control.  The market determines the value of their trade in and the banks determine the interest rate for their loan based on their credit score (s).  We cannot deviate from this. Best Regards, Brian

I would like to reject Best Buy's response because I am severely disappointed and unhappy that Best Buy would fail to recognize the gravity of the situation. The bulk of the complaint revolves around the aspect that [redacted] was handling this recall poorly, would not respond to my phone calls, emails, or other modes of contact, and refused to provide any update regarding the rebate. As I mentioned before, the washing machine I had purchased last year was not old and [redacted] refused to reimburse for the cost of the washer, instead, forcing us to buy a new one. I am well aware of the [redacted] recall going on, since I already filed paperwork. I am very unhappy and very disappointed that Best Buy's response is to shrug me off and tell me to contact [redacted], when I've full well already done that. I had contacted Best Buy to ask for the difference back because of the situation and because Best Buy is where I bought the replacement washer. I am unhappy Best Buy won't provide any courtesy or exceptional customer service, especially since I have spent a lot of money at their stores, over the past few months, purchasing new appliances. I am also very unhappy at the length of time it took for someone to even respond to me. Nobody wants to take accountability anymore. I am therefore asking Best Buy to reconsider their response based off of this reply.  As stated in my earlier complaint, I have purchase all my appliances at Best Buy and most recently needed a stove. I purchased one and had a delivery schedule for 4Wednesday2017 between the hours of 12PM and 4PM. During the purchase I opted to receive phone calls regarding the status. My wife stayed home all day with our two year old and 3 month old, in order to wait for the stove. During the day I received no phone calls. During the window, I called my wife several times to ask whether or not the delivery came. They never showed up. In fact, I never received any phone call from the warehouse, driver, or such regarding the delivery. It wasn't until I called the Best Buy in Manchester to ask where they were. We didn't get the delivery until 4:45 that evening - no phone calls, nothing. My wife never got a chance to put our toddler down for a nap because she was waiting for the delivery. If we had received a phone call regarding this or at least some warning, we would have been able to know when Best Buy planned on showing up. This is the second time, now, where we have had delivery issues with you people. These problems, coupled with the lack of understanding regarding my previous complaint about the washing machine will prevent me from further purchasing anymore appliances from Best Buy. I am totally disgusted.

Dear Revdex.com,Thank you for bringing this to our attention. We have been in contact with Mr. [redacted] and have resolved this issue to his satisfaction.Best Buy feels we have fully addressed this concern. Thank you,Gail D.

Dear Revdex.com, Thank you for bringing this matter to our attention. Our records indicate that Ms. [redacted] purchased a [redacted] laptop 02/10/2016 but she returned on 03/15/2016. At the time of the return, the purchase was outside of the return and exchange window which is 15 days for regular...

customers. In situations such as this our store employees from time to time make exceptions but the refund would be as a store credit. Best Buy has already addressed this when we made the exception on 03/15/2016 and will not take further action.   Below is a link to the return policy found in our website which is also found posted throughout our stores and the purchase receipt. http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ you.

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office, in accordance to our Price Match Guarantee  Policy,  (https://www.bestbuy.com/site/customer-service/price-match-guarantee/pcmcat29030...⇄ therefore maintain our position. Please forward any additional questions or concerns to our office and we will respond accordingly.  Warmest Regards, Best Buy