Best Buy Stores, LP - US Headquarters

I am rejecting this...

response because: I did cancel the order in time and purchase the item from another merchant. Due the 4 transfers by you reps, spoke to 2 different supervisor, calling back 2 times, hung up on, being placed on hold 3 -5 times for a period of 10 - 15 mins and no one taking ownership. The only supervisor that help me contact someone was a Sales Supervisor because rep refused to get one for me. I purchase the item at another merchant at a higher price. Best Buy not processing the order correctly, the employees totally clueless,, I lost over 2 hours of the day then paid 30.00 more the BB sales price. Best Buy sales are good but customer service is awful and time consuming.

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. Please close this ticket.

Dear Revdex.com,  Thank you for bringing this matter to our attention. Please know that the customer has contacted us via our social media channels and an agent is working with her to resolve the issue.  We will continue to work with her but please forward any additional concerns to our office...

and we will respond accordingly.  Thank you.

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Ms. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your repair issue. Just as a reminder, my name is [redacted] with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I am sorry to hear about this issue 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. As I mentioned during our conversation I have reached out to leadership to see what we can do to assist you with getting a working washer. Worse cases I will refund you back for the extended warranty if we can't exchange your washer. You can also visit the following link and fill out a claim for reimbursement for your laundry expenses. http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek_Squ...⇄
I know it says food spoilage but there is a laundry claim on the same link. Ms. [redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. I will be in contact with you hopefully with a resolution within the next few days. Please feel free to contact me if you have any questions or concerns
Sincerely,
[redacted]

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the refurbished Apple watched purchased from our online store to our attention.   Best Buy deeply apologizes for the late response and any frustration this situation may have caused....

Refurbished Apple products sold online we do not print the serial # on the receipts/invoices as the items are refurbished and listed as such on the website and the receipt/invoice.    Regarding the Apple watch Mr. [redacted] received from our Harrisonburg store (#[redacted]) on 12/17/2016 can be returned if the item does not meet their expectations. The return date for Elite Plus members has been extended until 02/14/2017.   At this time, we no longer have refurbished Apple 2 watches available for purchase. However, our website has available new in the box Apple 2 watches available to purchase and can be found at the following hyperlink:   http://www.bestbuy.com/site/searchpage.jsp?st=apple+2+watches&_dyncharset=UT...⇄   As a customer service gesture and a better Best Buy experience, we will be sending a $[redacted] Best Buy gift card from our corporate office. The gift card should be received in approximately 7-15 business days.        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:  As far as refund goes it just got to account, however because the crazy amount of time this has taken to do including me doing alot of leg work I should be compensated for my time. I have had to call visit and make special arrangements to get this taken care of and it just now got taken care of because I filed a complaint.   Not to good best buy......

Dear Revdex.com, [redacted] received the washer and dryer for $499.99 each as he requested. This matter should be resolved.  Thank you,  Dan S.

Dear Revdex.com,Thank you for bringing this to our attention. Our Executive Resolutions team is currently researching the customer's experience.We have reached out to the customer via email and phone and look forward to working towards a resolution with the customer.Best regards,Daniel S.

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.   Best Buy provides service for products in accordance with the terms and conditions of the Geek Squad Protection (GSP)...

plan the customer purchased. We have the option of repairing or replacing products, at our discretion. The terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx.   To be fair and consistent to all of our customers, Best Buy will follow the terms and conditions of the GSP plan for Mr. [redacted]’s camera, and considers the matter closed.   Regards, Kathryn S.

it took 3 visits and one month to fix it, and this on a new $5000 tv with a $1000 service plan.   Very bad customer service will never buy at best buy again

I am rejecting this response because:The secondary warranty company offered to let us send the phone in for them to inspect it.  They informed me, they are not able to repair the phone if it is a manufacturers defect.  They also do not have the same phone available as a replacement.  They can only offer what they feel is a comparable replacement, but would not confirm if it would be a newer model or not.  Again, if the phone was actually a new phone, as I was told it was by Best Buy representatives before I purchased it, this would not be an issue.  The phone was sold as a new unlocked phone, but well over a year old when we purchased it, and is now more than 2 years old.

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all we are very sorry to hear of the setbacks endured by the customer when dealing with this.  Unfortunately, occasionally items are no longer available even if the order has gone through and charged. If that happens,...

as it was in this case, customers are refunded in their entirety. While regrettable, we are not able to honor previous prices due to errors that may occur as per our Conditions of Use. We apologize for any frustration this may cause, as we realize this may not be the answer the customer was hoping for. However, if there are any further questions or questions, please don't hesitate to review our Conditions of Use. Below is where you can find more information. http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ you.

Initial Business Response /* (1000, 5, 2015/09/17) */
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.
The Geek Squad Tech Support (GSTS) subscription the customer...

purchased is non-refundable. I do not have any indication the customer was told he could receive a refund by visiting his local store. On the contrary, the customer emailed Customer Care, and received a reply that we would be unable to provide a refund and to visit his local store for service. Additionally, the customer's computer was checked in at one of our stores on 7/12/15 with suspected malware and possible viruses, and was returned to the customer on 7/14/15. The customer didn't notify us until 9/7/15 that the computer was having issues again. The customer may obtain service by visiting his local Best Buy or remote support via geeksquad.com. Best Buy will not be making any accommodations for this issue.
Regards,
Kathryn S.

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution. I have emailed the Customer and he has responded. I will be trying to speak to him within the next 48 hours.Warmest Regards, Best Buy

Dear Revdex.com, Ms. [redacted] cancelled this order and in doing so the Protection Plan that had been packaged with the tablet at a discounted price reverted to the fullprice and was not refunded properly.  Contacted Ms. [redacted] and provided her with a 49.99 refund for the remainder of the amount due...

to her. Best Buy considers this matter resolved.  Thank you, Larry S.

Initial Business Response /* (1000, 10, 2016/02/26) */
Dear Ms. [redacted] -
We have reviewed your purchase and request to receive Microsoft Word free of charge. Unfortunately, Microsoft Office Suite does not come pre-installed on computers any longer and is software that must be purchased and...

installed. A complimentary copy of Microsoft Word was not being offered when you purchased your computer, therefore, we are unable to honor your request to receive the computer software free of charge.
Regards,
Amy

Dear Mr. [redacted], Thank you for reaching out regarding your concern. As we have been in direct contact with you, we have been in direct contact with you and informed you a conversation from 2014 is very hard for me reference when calling the store of purchase/ However the terms and...

conditions do state, "Employees or agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing."  The protection plan is activated and takes effect at time of purchase, in this instance, because we cover some things a manufacturers warranty does not Unfortunately, we are unable to alter any of our protection plans and the expiration dates so I am unable to issue a claim for a replacement.  I have attached a copy of the terms and conditions for your reference.Thank you,Best Buy

Dear Revdex.com, We normally do not price match Black Friday pricing. However, due to the circumstances, if Mr. [redacted] purchases the computer on BestBuy.com for the current price, I can credit the $200 difference plus tax once it has shipped or been picked up. I will stress that placing the order...

through BestBuy.com is imperative in order for us to apply the credit. Again he can set this up for shipping or in-store pickup. Please have him respond with the order number once it is placed and I will make the adjustment. Thank you,  Dan S. Best Buy

11/07/2017To whom it may concern,As it turns out, the issue was resolved in store for the customer by cancelling the order in question and reselling the device.  There appears to have been an issue with our order processing method, as a matter of course, we will review our order management...

system and update as necessary to ensure processing issues do not occur.  That being said, should the customer have further issues or concerns, please feel free to reach out directly for assistance.

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 only frustrating aspect of this process is that I had to take this route to resolve my issue in the first place. Also, I was informed by the store manager Chad that the exchange policy requires that my 5 year warranty thru Best Buy/Pacific Sales is void as a result of this action. I paid several hundred dollars at the point of sale to extend the warranty five years, and a defective appliance qualifying for Florida's "lemon law" has caused me to lose my investment. I do not feel this is a fair business practice and will file a complaint with the State of Florida. Respectfully; [redacted]