Best Buy Stores, LP - US Headquarters

Hello Mr. [redacted], Thank you for contacting Best Buy through the office of the Revdex.com about your cancelled BestBuy.com order. My name is Cassie and I work  with the Executive Resolution Team at Best Buy Corporate Headquarters. I am sorry to hear about the difficulty that this...

situation has caused you 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. The conditions of use for BestBuy.com state: “We try to be as accurate as possible. However, we do not warrant that product descriptions or other Site 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..” Unfortunately, as such, Best Buy is not able to provide you with an upgraded model at the price you paid initially. Again, I apologize for your experience, as we value your business.Kindest regards,Cassie E. Exec Res Sr.

I am rejecting this response because:Best Buy employee wrote back " It appears that sometime in the past there unauthorized access to your online account that disabled it from successfully processing online orders for security reasons.  Unfortunately, this type of error requires a manual review to resolve the issue in which we only investigate this when we are contacted by the owner of the account. Again, I would like to apologize for any inconvenience that this has caused."1) The fact still remains that an order was rejected on November 11 and also again on November 25, the latter of which my original Revdex.com complaint involves. BestBuy took NO action for resolution after November 11 and only appear now to appease the Revdex.com and myself after the second order rejection.Also I'd like to state for the record that the account wasn't "disabled" because one could still place an order for store pickup and also physically visit the store using the the co-branded BestBuy/Citibank. Funny that. The problem as originally stated was that one could not place a home delivery order, a full 10 days later which seems like it runs afoul of the Access For Disabilities Act.2) Also the employee's contrite, canned "apology" was exactly that. A template response hoping to appease me without having to actually get senior management or CEO's office involved in the matter so Best Buy could sweep it under the rug.I request ALL of this become part of public record for other customers to view when researching this company.Thank you for your time, Revdex.com. Onward and upward to the FTC and CFPB using this Revdex.com claim number.

Dear Revdex.com,Thank you for sending this for review. I have looked over our ad for 1/21-1/27 and do not see a printer listed for $209.99. I am more than happy to assist her with purchasing a printer. I called her and left a voicemail with my direct phone number. Her case ID is [redacted].Thank you,Karla...

[redacted]

Dear Revdex.com - Our records indicate that the customer's headphones were delivered on January 9, 2017.  We're sorry for the delay in delivering the headphones, however, stock levels of specific items can fluctuate greatly during the holidays and this affects our ability to fulfill orders within the...

timeframes listed on our website.  We apologize for any inconvenience this may have caused the customer. Regards,Amy C.

04/10/2018To whom it may concern,Best Buy has discussed this with the customer and found that our website indicates the product would have built in wireless capabilities, but arrived with a USB adapter to add wireless functionality.  We will work with our manufacturer and merchant partners to...

review changes to the product or description on our web page to ensure the accuracy of information we provide.  As a one time customer service gesture, we have also applied a credit for this customer against the original order due to the different than expected product.  Should any further issues arise, please feel free to reach out directly for support.

I am rejecting this response because: the phone was purchased to be used overseas, and we didn't find out until my sister travelled and tried her new iPhone with a local SIM card. We were misguided and paid full price for an unlocked phone as per Best Buy only to fond out that the phone is locked T mobile we are still unable to use the phone so we paid 650$ + tax for a phone that's never gonna work

Dear Revdex.com,Thank you for sending this for review. I am sorry that the customer does not agree with our process, however the customer does need to work with Microsoft to figure out why the software is not the correct one. I also suggested to bring it into the store and have Geek Squad take a look at it to see if they are able to call Microsoft on her behalf.Thanks,Karla

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. We are not able to locate the customer's purchase with the information provided. Please have the customer forward his purchase receipt and/or...

order number if available.  Please have the customer provide this information so that we can fully investigate this matter. Sincerely, Kelsey F.

Dear Revdex.com.Thank you for sending this for review. I have been working with customer when he sent an email to our executives. I have partnered with Sedgwick and they have confirmed they called the customer Monday to begin the resolution process. I have also directed the customers complaint to our DOD...

team that handles any escalations related to appliance and home theater deliveries and installations. The customer has my contact information in case he needs further assistance from me.Thank you,Karla [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. The refrigerator was not delivered as was scheduled - on 9/12, but after another call to Best Buy, on the 9/14, we finally got our working refrigerator.  This was the 10th attempt.  Please note, at all time responsible adult was always home, so all the deliveries that did not occur, was purely Best Buy's fault. This claim can be closed.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer.Unfortunately, we are not able to fully research the issue with the information provided by the customer. What we will particularly need is the...

receipt information and/or order number for the purchase in order to provide a response.Sincerely,Kelsey F.

I am rejecting this response because:
To whom it may concern:RE: Complaint ID [redacted]Sales order: [redacted] Date 08/20/15 Best Buy states the fridge was returned due to not fitting in our available space however in fact the wrong fridge was delivered. We ordered a [redacted] "Black Ice" side by side WITH ice and water through the door. The fridge delivered has NO ice or water. We used the fridge as a courtesy while we waited for the back ordered correct fridge to arrive. This is verifiable with Andria at Pacific Appliances inside the Best Buy in Brandon, Fl. as this was her admitted error. We also were scheduled for a delivery and we waited for that delivery for the day it was scheduled. After no delivery team arrived we called and learned the fridge was back ordered. We were never informed of this from the beginning.Sales order: [redacted] Date 09/04/15 Our dishwasher was never upgraded. We originally ordered a flush(top buttons) dishwasher with the stainless interior tub and again the wrong item was delivered as a result of an error by Andrea entering the wrong model for a second time. Please speak with and train you sales associate.Sales order; [redacted] Date 10/28/15 Upon delivering the correct fridge the borrowed wrong fridge was taken away. Our fridge contents were moved into the new fridge and the fridge never turned on or worked resulting in the first occurrence of food spoilage.Sales order: [redacted] Date 12/08/15 The 3rd replacement fridge was ordered/delivered after another back order wait. The fridge was plugged in and turned on however made a growl/clank noise. Once again the delivery team hauled away the fridge on hand and this resulted in the second food spoilage incident. Sales order: [redacted] Date 12/20/15 and [redacted] you state is dated on 12/22/15 however everything was requested to be switched out on the same day. I'm not sure how Best Buy reflects different dates for this occurrence. is exchanged the Range to a different brand no additional charge as well as ALL of the appliances as after 3 fridges we were not interested in another fridge or any other [redacted] appliance. This 3 piece appliance package was originally placed for order in August. We have waited weeks for replacement and at times with no loaner fridge. We were resulting to ice chests and buying ice every 3 days. As a result of canceling this 3 piece package order we were no longer able to return the 4th piece (microwave) we ordered elsewhere. This required Best Buy to replace all 4 pieces as a "Courtesy" however Best Buy has never offered anything in terms off all of the missed time for work for deliveries, costs of ices chest, ice or from Warrantech for the second food spoilage occurrence. In fact we just received the check from the first food spoilage occurrence a few days ago. Again, this order and these issued are approaching one year now and has been unresolved. Please also take note of the dates of the deliveries as well as the dates of these orders. These products were delivered incorrect or not functioning. Andrea was notified immediately upon delivery however is frequently would take 1-2 weeks for her to find a "solution" while we were waiting for a replacement, living out of ice chests, etc.We are still seeking the $200 in the second occurrence for food spoilage as damages as well as training for Ms. Andrea at the Best Buy in Brandon, FL as a result of her part number errors when placing our order.[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.
Sincerely,
[redacted]

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 apologize for your experience with the [redacted] Computer that your daughter purchased.
It is my understanding that General Manager at the Union NJ Best Buy has reached out to you and has authorized the exchange of the [redacted] all in one and that the item will be available by the end of this week and will call you when it is available for pick up.
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

I am rejecting this response because: I am rejecting this response because: I am unsure as to the company's response...

that Best Buy is attempting to reach me. I have been in contact with Linda [redacted] and Sheridenn [redacted] of Best Buy over the past two weeks. The damage done to my entry door to the house has been repaired by the delivery company and Sheirdenn has the new refrigerator scheduled for delivery on Monday AM. Once the delivery is successfully completed, we then can begin the complaint closing process. This will be the third attempt and I am cautiously optimistic this one will work.

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 am satisfied with the result and thank you for your assistance in bringing it to resolution.

August 2, 2016To Whom It May Concern:Best Buy feels that we have fully addressed [redacted] [redacted]’s concerns that were forwarded to your office as our store staff correctly denied the return in question due to the physical damage to the product.  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

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the 4K TV purchased from our San Antonio store (#[redacted]) on 10/12/2015 to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed if the 4K TV...

purchased in10/15 did not meet their expectations.   After receiving Mr. [redacted]’s Revdex.com complaint, we contacted our San Antonio store and they provided an exception exchange for the TV on 12/06/2016. The purchase transaction #’s are as follows:   Purchase: [redacted] 12/06/2016     Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

May 6, 2016 To Whom It May Concern: Best Buy apologizes for the concerns that were forwarded to your office by [redacted] and that we were not able to fulfill their purchase of the open box product in question.  We are unable to fulfill her request for the same product at the same price...

as the unit was open box and one of a kind.  We apologize that Ms. [redacted] submitted the credit application prior to realizing the purchase would not meet her expectations.  In recognition of her disappointment I have requested a $[redacted] Best Buy gift card in her name.  The gift card will be processed and mailed in the next 7 to 10 business days.  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 [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.All is well and I'm happy.