Best Buy Stores, LP - US Headquarters

10/16/2017To whom it may concern,After working with the customer due to extenuating circumstances, we have made a one time exception to our regular policy to provide the customer with a replacement Playstation Controller at no cost to the customer.  We now consider this issue resolved in it's entirety.  Nevertheless, should further issues arise, please feel free to reach out directly for assistance.

I am rejecting this response because: I would like to know who was reprimanded for all of this and what was actually done.  The installation went poorly on Saturday as well after waiting almost a month for a working dishwasher.  After 4 different calls to Best Buy on Saturday alone the Installation team showed up outside of their install time without any kind of warning, apology or confirmation.  During installation my shutoff valve, which was extremely new, supposedly was broke and they stated it wasn't there problem.  This valve which worked great when the previous team came is now leaking.  On a side note, I'm not sure who Best Buy is contracting out to install these appliances but they smell heavily of cigarettes and body odor.  I regret ever being talked into going to best buy for an appliance and especially appliance installation.  I'd love to know what is going to be done about this.  I was told repeatedly at the store and by staff the Best Buy stands by their installations and products and will ALWAYS take care of their customers. I'd like to know how my experience is considered taking care of me.

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 damaged gift card.  Upon reviewing, we have noticed that the customer has been used since this complaint was submitted therefore...

we consider this matter resolved.  Please forward any additional concerns and our offices will address accordingly.  Thank you.

Dear Revdex.com,
Thank you for contacting us regarding this matter. Best Buy has reviewed the order that was placed. Depending on the status of the order, there are instances where cancellation is not possible, which is what happened here. After reviewing the order status, we were able to see the item...

is out for delivery today by UPS. Once the device is received by the customer, it can be returned to any Best Buy location or can be shipped back to Best Buy. Information about completing the return can be found here: http://www.bestbuy.com/site/help-topics/return-exchange-policy/[redacted].c?id=[...⇄ /> Thank you,

Dear Revdex.com,Thank you for sending this for review. I am currently working with the customer trying to gather as much information as I can so we can provide him a copy of his receipt. The customer has my direct contact information and his case is still open with us case # [redacted].Thank you,Karla

Dear Ms. [redacted] - We have refunded the additional charge.  Because I was unable to see it, it was necessary to reach out to the team responsible for billing and renewals of Geek Squad Protection Plans.  The additional charge was located and refunded.  Please check your bank or credit card statement.  We're sorry for the misunderstanding regarding your original request.Regards,Amy C.

Dear Revdex.com,Thank you for sending this for review. I am currently working with the General Manager of store and we are working towards a resolution with the customer. I have documented the complaint and interaction under case number #[redacted]. The customer has my contact information and the General...

Manager is also reaching out to him directly.Thank you,Best Buy

Dear Revdex.com, The customer has been contact via phone and email. Please direct them to reach back out to their case manager. Thank you,Best Buy

Dear Mr. [redacted] - Orders placed through BestBuy.com are not considered completed until we have sent you a confirmation of the order and collected payment for it.  Best Buy is under no obligation to match any previous prices to a customer if an order placed online fails to be completed and...

shipped. However, as a one time gesture, we have applied a $[redacted] Best Buy certificate to your My Best Buy account as a token of our appreciation for your patronage.   We appreciate you bringing this matter to our attention.  At this time Best Buy considers this matter closed. Regards, Amy C.

dear Revdex.com, Thank you for making us aware of this complaint filed by [redacted]. After reviewing the product details of the refurbished phone purchased by the customer, we found that the description states specifically what is included with the phone. This list does not include an ear...

set. Below is the relevant portion of the website (http://www.bestbuy.com/site/samsung-refurbished-galaxy-s7-4g-lte-with-32gb-memo...⇄ IncludedPower adapter[redacted] Refurbished Galaxy S7 4G LTE with 32GB Memory Cell Phone (Unlocked)We at Best Buy do not feel that we were deceptive in our advertising. We apologize for any difficulty that this situation has caused teh customer.Please let us know if you have any question.Kindest regards,Cassie E Exec Res Sr

Dear Ms. [redacted] - We're sorry that hear you damaged your [redacted] laptop. Here are the terms of the No-Lemon Benefit:No-Lemon Benefit.After two qualified service repairs concerning the same defect have been attempted or completed on an individual Covered roduct during your Plan and such Covered...

Product requires a third qualified repair, we will replace it in accordance with the replacement terms of Section 4 above (the "No-Lemon Benefit"), and our obligations under this Plan will have been fulfilled in their entirety. We reserve the right to determine whether a repair is a qualified repair. For clearance, open-box, and other Covered Products originally purchased at a discount, we reserve the right to issue a gift card or voucher for the original discounted purchase price plus tax instead of offering a replacement, which would also fulfill your Plan.You have 90 days from the date of our No-Lemon Benefit authorization to complete your Covered Product replacement transaction.After we have performed a qualified repair, any additional repair requiring functional part(s) replacement or technician-required adjustment made during Best Buy's 30-day service warranty ("Re-Do's") will not be considered a qualified repair towards the No-Lemon Benefit.The original Covered Product and purchase receipts must be returned to Best Buy along with authorized service repair receipts from two separate qualified repairs to qualify towards the No-Lemon Benefit. A service request requiring functional part(s) repair/replacement or technician-required adjustment is the equivalent of one repair.The following services are not 'qualified repairs' for purposes of the No-Lemon Benefit:Preventative maintenance checks; Re-Do's; consumer-requested alignments; bulb replacements; cleanings; product diagnosis; computer software-related issues; virus and/or spyware damage/removal; a no-fault-found diagnosis; repairs done outside the U.S.A.; customer education; troubleshooting/telephone diagnosis; and accessory repairs/replacements. In addition, service repairs to accessories (e.g., ice makers, rechargeable batteries, remote controls) are not 'qualified repairs'. In addition, ADH Coverage repairs and parts and service covered under the manufacturer's warranty during the manufacturer's warranty period or due to a manufacturer's recall do not qualify towards the No-Lemon Benefit.The No-Lemon Benefit expires when your original Plan term expires (i.e., you will not receive No-Lemon Benefit during any renewal term of this Plan).You have 30 days to return your laptop to the Geek Squad to be sent out for a "re-do" repair.  We understand that you need to have your laptop for work, however, we are unable to offer a replacement or a refund to you at this time. Regards,Amy

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence regarding this case has been brought to our executive resolution team for proper review.  We are very sorry to hear about the described difficulties experienced in an effort to obtain the...

appliances the customer ordered.  Upon reviewing the purchase and associated receipts we have reached out to the customer to offer a resolution.  Please be assured we are conducting the necessary internal follow up with all involved teams to ensure we are providing the expert service we promise.  Best Regards, Amanda H. Best Buy Co. Inc.

Initial Business Response /* (1000, 5, 2015/08/12) */
Hello Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the cancellation of your monthly-billed Geek Squad Protection plan. I am Brian with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I am sorry to hear about this situation. I am ordering a $32.07 check to be sent to you at the address cited on your complaint to resolve the matter. That check will reach you within approximately 3 weeks.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]

I am rejecting this response because:
I do not understand what the message is saying. It states that it "is eligible for a refund," but the it also says I'm outside the return date and if I'm having trouble with the product to contact the manufacturer. So am I going to be able to take them back for a refund on my charge card?

I am rejecting this...

response because:
When googling this charge -  it comes up with this Best Buy Store repeatedly, for years.  Obviously this is an ongoing problem with this particular Best Buy store.  Shouldn't something be done about this, insteading of ignoring what has happened why doesn't Best Buy find out why this has repeatedly happened to many people for years and years?

Dear Revdex.com, Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setback endured by the customer when dealing with this.  Upon reviewing the order, we have verified that indeed it was cancelled due to credit card failing authorization. The order...

was initially authorized successfully but then failed authorization when a second authorization was sent to the bank. Unfortunately there is no way to activate the order but the customer can visit our website and purchase when the item becomes available.  For product availability the customer can visit the link below:http://www.bestbuy.com/site/searchpage.jsp?st=nintendo+switch+console&...⇄ you.

Dear Revdex.com, Best Buy does not make the credit inquiry directly. Citibank, who administers the Best Buy credit card would have made the inquiry. We would suggest they dispute this with Citibank and the credit bureaus if she feels this was done in error.   Thank you, Dan [redacted] Best Buy...

Executive Resolution Team Dan [redacted] Senior Specialist | Executive Resolution Team

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/01/2017. Best Buy has contacted the customer and advised her that the deals from Black Friday and Cyber Monday were both limited quantities and were not eligible for a raincheck or...

substitution as detailed in both our online ad and print ad. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.Sincerely,Best Buy

I am rejecting this response because:
This was not a price error, it was the deal of the day.  If stock was depleted that day, I should not have received a confirmation.  After confirmation, if there was no stock, I should not have received an estimated shipping date.  I should not have received a revised shipping date if my order was never to be fulfilled.  To have to wait almost a month for the cancellation is unacceptable.  If it was an immediate error, there should have been an immediate response.  If I was told it was a problem at the time of the error, that would be different.But to be told I will eventually receive an item, and making me wait such an extended period of time to receive the item, that is a poor business practice.By being told this information, as a consumer I am unable to make alternative purchases because I am planning to receive the good and the money paid for the good is accounted for.I missed out on several opportunities while this order was pending, and it is unfortunate if your response is just a finger pointing at the fine print.

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize that there were errors on our website.
Please see the Conditions of Use on BestBuy.com under Errors on Our site as copied below. Per these conditions, Best Buy...

will not honor the customer's request.
------------------------

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 or we may contact you for instructions on the order.
http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ /> ------------------------
Best Buy now considers this case closed and will take no further action.
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Source: http://www.answers.com/Q/Does_California_have_a_Bait_and_switch_law
California has a bait and switch law. It is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-17509. It States: "17500. It is unlawful for any person, firm, corporation or
association, or any employee thereof with intent directly or
indirectly to dispose of real or personal property or to perform
services, professional or otherwise, or anything of any nature
whatsoever or to induce the public to enter into any obligation
relating thereto, to make or disseminate or cause to be made or
disseminated before the public in this state, or to make or
disseminate or cause to be made or disseminated from this state
before the public in any state, in any newspaper or other
publication, or any advertising device, or by public outcry or
proclamation, or in any other manner or means whatever, including
over the Internet, any statement, concerning that real or personal
property or those services, professional or otherwise, or concerning
any circumstance or matter of fact connected with the proposed
performance or disposition thereof, which is untrue or misleading,
and which is known, or which by the exercise of reasonable care
should be known, to be untrue or misleading, or for any person, firm,
or corporation to so make or disseminate or cause to be so made or
disseminated any such statement as part of a plan or scheme with the
intent not to sell that personal property or those services,
professional or otherwise, so advertised at the price stated therein,
or as so advertised. Any violation of the provisions of this
section is a misdemeanor punishable by imprisonment in the county
jail not exceeding six months, or by a fine not exceeding two
thousand five hundred dollars ($2,500), or by both that imprisonment
and fine." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&...⇄ /> Source: http://www.ecfr.gov/cgi-bin/text-idx?SID=f7a6aebd2fed3534607fd3ee6f1fc8eb&mc...⇄
e-CFR data is current as of December 4, 2015
Title 16 Chapter I Subchapter B Part 239 §239.2
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Title 16: Commercial Practices
PART 239--GUIDES FOR THE ADVERTISING OF WARRANTIES AND GUARANTEES
§239.2 Disclosures in warranty or guarantee advertising.
(a) If an advertisement mentions a warranty or guarantee that is offered on the advertised product, the advertisement should disclose, with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage.
Relevant portions of the above:
The seller's web site mentions the warranty and terms on the appliance in question, but it does not disclose, "with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage," as required by CFR Title 16, Chapter 1, Subchapter B, Part 239, Section 239.2.
In addition, California has a bait and switch law. It is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-17509. It States: "17500. It is unlawful for any ... corporation ... to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state ..., in any ... advertising device, ..., including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading ...." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&...⇄ /> By this law, the seller was required to exercise reasonable care in determining that the advertised warranty terms were untrue. Reasonable care would have involved verifying the material that CFR 16.1.B.239.2 requires the seller to inform the public of. In this case, Best Buy did not do this. Yes, as they point out, their web site claims they are not responsible for errors, but this does not exempt them from either of the 2 laws mentioned above.
Final Business Response /* (4000, 9, 2015/12/08) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the customer's concerns in our previous response and we maintain our position.
Thank you,