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. In the interim between lodging this complaint, the business delivered my unit (although without the setup support team as promised), but at this stage I'm just glad to have the unit! Thank you for supporting me in this experience; I appreciate that your organization exists as I find very few recourses left to consumers these days.Best regards,[redacted]

Dear Revdex.com,   Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused for the customer. Our Geek Squad Protection plans are designed to get the customer a working phone as quickly as we are able to. Part of the process of...

receiving a working phone is paying a deductible in order to receive service. This process and all of the fees involved can be found online at GeekSquad.com: http://www.bestbuy.com/site/geek-squad-protection/cell-phone-protection-plans/pc...⇄ . Best Buy also informs our customers of the service fee at the time of purchase, and we even include that service fee on the receipt. We have looked at Mr. [redacted]’s purchase receipt and verified we informed him of this charge during the time of the sale. Please note the plans are designed to give our customers the best option for receiving a working product, while maintaining services that are conducive with industry standards. At this time, Best Buy will not be waiving this fee for the customer and consider this matter closed. Sincerely, Kelsey F.

Dear Revdex.com,Thank you for bringing the customer’s GE microwave concerns to our attention. Our Geek Squad installation Team installed the replacement door and tested the unit on 6/9/16. Installation is complete. Sincerely,Dean [redacted]Executive Resolution Specialist###-###-####

Dear Revdex.com,This customer is being denied access to Best Buy.com for not conforming to the policies of Terms and Conditions of use set forth by Best Buy.comThis customer has abused these terms and we will therefore no longer accept orders on Bestbuy.comThank you for your understanding in...

this matter.  Best Buy considers this matter resolved. Sincerely,Larry S.

Revdex.com, Thank you for bringing this to our attention. Please know that the store has tried to connect with the customer to reach a resolution. If the customer would like further assistance, he can reach Jasmine at ###-###-####. Thank you again for allowing us to address out customer's concern as we...

always strive for excellence.  Regards, Sarah L.

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I have reached out to Mr. [redacted], as well as to the store management. I am pleased to say that tomorrow afternoon, Mr. [redacted] will go to the store where...

his defective item will be exchanged, and he will also receive the $200 trade-in promotion.
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]

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order #BBY01-[redacted] to our attention for the Revdex.com complaint filed on 12/01/2016.   Online order BBY01-[redacted] was shipped and delivered on 12/02/2016 to the following...

address they provided when they placed the online order on 11/28/2016 with an expected ETA of 12/06/2016:   [redacted] [redacted] LONG BEACH CA 90814  ###-###-#### kasia.[redacted]@yahoo.com   Tracking #: C[redacted]47176   http://www.ontrac.com/trackingres.asp?tracking_number=C[redacted]47176   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:
Attached is a screenshot of the add for the Item I ordered. This add is no longer up online I havs a prinred one as well from when I made my online purchase.    It clearly states “DJI – Phantom 4 Professional Quadcopter with Zeiss VR One Plus Virtual Reality Headset. $1299.99   I feel I am a victim of Bait and Switch advertising.   To resolve this issue I want to be supplied what was advertised and at the price it was advertised for.   At the best but store in Costa Mesa I spoke with Samantha [redacted]. She said somebody in there add department made a mistake. She told me that Best Buy didn’t even stock the phantom 4 professional yet and if they did stock it there may be something they could. Then she said however we don’t so there is nothing that can be done. She also informed me there was no one higher in management I could talk to.   WOW thinking out of the box I have a solution. Order a phantom 4 professional from DJI If necessary have authorized company executive charge it to his corporate credit card. Then exchange the older phantom 4 that I was shipped.   FYI the items shipped to me are unused and in the box they were shipped in.

I am rejecting this response because:
When I contacted Best Buy the device was on sale at Walmart m. I even cancelled my online site to store order at Walmar. Don't waste your time price matching Best Buy just order ftom Walmart or amazing

Final Consumer Response /* (2000, 6, 2016/02/24) */
I spoke to [redacted] on Monday and they delivered the microwave and dishwasher on Tuesday.

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 apologize that it had to come to this, but I appreciate your due diligence on the matter. Im sure you understand this has been going on far to long.  Thanks and have a wonderful holiday season,

Dear Revdex.com, We are very sorry to learn of the experience [redacted] has encountered.  Mr. [redacted] was refunded $439.99 on 12/27/16. This matter should be resolved.  Thank you,  Dan S. Best Buy

Dear Revdex.com,We have reviewed all of the canceled orders and none of the cancel orders on record have been charged for.  If the Customer can supply the order numbers for the ordershe believes he has been charged for Best Buy will be happy to refund those amounts.  Best Buy's position on this matter remains unchanged. Best Buy considers this matterresolved.Thank you,Larry S

Initial Business Response /* (1000, 10, 2015/11/09) */
Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.
According to our records, your order was cancelled because the charge was not approved by Citibank. Best Buy cannot proceed with an...

order on which the payment type has been declined by the bank. Best Buy is not able to view your credit card limit, or funds available on your card.
As per the conditions of use for BestBuy.com,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. 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. If you would like to review the terms of use for our website, please refer to the following web address:
http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/[redacted]....⇄ /> Unfortunately, as the product is sold out, we will be unable to replace the order for you at this time.
Javier, I apologize for your disappointment, as we value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Cassie E.

Initial Business Response /* (1000, 6, 2015/11/27) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize for the delay in receiving the Electronic Gift Card due to an incorrect email address.
The email address has been fully corrected and there should be no further...

delays in service.
We have confirmed that the E-Gift Card for the full amount has been resent to the correct email address and the customer will have immediate access to the funds either online or in the store. We have confirmed that the email was received and viewed by the customer.
We now consider this case resolved.
Thank you,
Initial Consumer Rebuttal /* (3000, 8, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to local, regional, and national customer service, as well as Best Buy Corporate, all of which I spoke to multiple times, the E-Gift Card would not be possibly sent for 10-14 business days, delayed not by incorrect email but by required bureaucracy, and the email was most definitely entered in the system correctly.
If the E-Gift Card was "resent to the correct email address" as the business claims then my email was again misentered in the system despite assurance it was resolved, and I was again inconvenienced by the business due to negligence, having to wait for them to "resend to the correct email address".
I have received a gift card, and I have used it to purchase a new device as needed, but I am still extremely displeased by the continued unprofessionalism and dishonesty of this business.

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with Geek Squad services. My name is Tyrus [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 said during our conversation I will reach out to the appropriate people to see what we can do to assist and expedite the repair of your device. Listed below is my contact information.
[redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BestBuy lies in its response, and I have their own receipts and documents to proof it.
1) They clime that they didn't charge any money from me. This is lie. They charge my $34.95, and I have receipt from them.
2) They claim they returned computer to me completely fixed. This is also lie. Otherwise I'd not open this case.
3) They claim "Customer dropped off on Sunday 9/6". This is lie. I have document from Geek Squad that confirms that they took my PC on 8/20.
4) "Unit was shipped on Tuesday 9/8 (9/7 was Labor Day, and Mr. [redacted] was in formed of this". This is also lie. They shipped it after I called the store and insisted them to ship it ASAP.
5) "we attempted to get this computer fixed as quick as possible". The PC was shipped to their center on 9/6. I received call on 9/20, in two weeks. I don't think two weeks qualified for "as soon as possible".
I was told by Geek Squad rep that repair usually takes from one to two weeks.
I still insists that they fix my PC that they did not fix!
It still doesn't show High Color even after it was "completely fixed" by Geek Squad.
Final Consumer Response /* (3000, 18, 2015/10/13) */
I brought my PC to Geek Squad asking to fix the problem with color debts.
Here is how my desktop look like after Geek Squad "fixed it", as Mr. [redacted] claims. Please, check for yourself.
I have the document called Service Order Claim Check with the date 08/20/2015 and Estimated Completion Date 09/04/2015. I'll upload this document.
Mr. [redacted],
I'm afraid you were severely misinformed by your colleagues, because information in your response is inaccurate.
It's very unfortunate that BestBuy doesn't show any willingness to resolve the problem and instead misinform Revdex.com.
[redacted]
Final Business Response /* (4000, 20, 2015/10/13) */
Best Buy stands its position. The computer was not covered under warranty and there was no extended warranty through Geek Squad. Best Buy takes ownership for not having enough boxes to send the unit out quickly but when the GM got involved we attempted to fix the unit as quick as possible and the end result is there was no charge to the customer so there was no need to file a claim with the credit card company.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/05/2017. Best Buy has contacted the service plan administrator and they have setup an appointment for the customer.  In addition, we have provided them with contact information for our...

Executive Resolution Team if they need further assistance. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  SincerelyBest Buy

Dear Revdex.com, Thank you for bringing this matter to our attention. After working with the store, we determined that Mr. [redacted] was unable to return his phone because he would not provide the necessary information (a phone pass-code) that was required to process the return. When...

asked for the pass code, Mr. [redacted] apparently became escalated. Additionally,we show that Mr. [redacted] called to file a complaint on 10/25, at which time he accepted a [redacted] gift card as a gesture of goodwill. Best Buy would be happy to process Mr. [redacted]'s return for him, but he would be required to provide all the information necessary to reset his phone.Thank you again for bringing this matter o our attention, and please let us know if you have any questions.  Kindest regards,Cassie E. Exec Res Sr

Dear Revdex.com, Thank you for contacting us regarding this matter.  On May 16, 2016 the customer purchased 5 cell phones and corresponding Geek Squad Protections for accidental damage from handling for each line.  Beginning in June of 2015, the customer has been charged $7.99 plus tax for each...

GSP for each phone.  Information regarding the GSP’s and charges can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat[redacted]014.c?id=...⇄ The terms and conditions of the Geek Squad Protection can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat[redacted]014.c?id=...⇄ The terms and conditions of the plan cannot be altered verbally by an employee of Best Buy.  GSP’s are optional coverages.  Per the terms and conditions of the Geek Squad Protection plans there is no fee for cancelling protection.  To cancel a GSP the customer has multiple options.  Cancellation by the Customer. There are no fees to cancel this plan. You may cancel this Plan at any time, for any reason, at a store, by calling 1-800-GEEKSQUAD (###-###-####), or by sending a notice of cancellation to us. If you cancel your One-Time-Pay Plan within 30 days of your Plan’s purchase, you will receive a full refund of the price paid for the Plan, less the value of any service provided to you under this Plan. If you cancel your One-Time-Pay Plan more than 30 days after your purchase of the Plan, you will receive a pro rata refund of the price you paid for the Plan based on the percentage of the Plan’s unexpired term, less the cost of any service provided. If you have purchased a Term Plan Paid on a Monthly Basis or a Continuous Monthly Plan and you cancel your Plan, you will be covered for any period of time for which you paid in advance, and your Plan will be cancelled on midnight on the last day of the month for which the last monthly payment was paid. For the Term Plan Paid on a Monthly Basis and the Continuous Monthly Plan, it may take up to 60 days for the cancellation to be reflected on your credit card statement. Mail cancellation requests along with this document and all original receipts to: AWG / GSP Plans ATTN: Cancellations [redacted] Minneapolis, MN 55440-9312 Upon early cancellation, Best Buy will have no further obligation to provide services under the Plan, and you will have no further obligation to make monthly payments for the Plan. For a customer that gets billed monthly after the last charge is processed, protection will extend to the last day of that coverage period.  There will be no further charges, but previous charges cannot be refunded.  The customer consented to the terms and conditions at the time of purchase.  We consider this matter closed. Thank you, David M.

Initial Business Response /* (1000, 6, 2015/08/04) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the negative experience you encountered with our delivery and install team. As you may remember per our conversation, my name is Tyrus...

[redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters.
As I said I am very 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. Per our conversation the products have been delivered and installed at this point but there was damage done to your property. I will reach out to the store number [redacted] at [redacted] in Sacramento California so that they can get a claim filed with our insurance company on your behalf. I will also as a customer service gesture refund you 10% back from the purchase on the original method of payment.
Mr. [redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]