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.Please dont post this on website with address. Thank you, as this matter has been resolved.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   As we outlined in our previous response forwarded to your office on 01/27/2017, the $300 Best Buy gift card was reissued and currently being mailed to Ms. [redacted]. While we would be unable to accommodate Ms. [redacted]’s compensation or E-Gift Card request, the feedback is very much appreciated. Please be assured Ms. [redacted]’s concerns have been heard and documented at the corporate office (case #[redacted]).   Best Buy feels that this has been fully addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: The terms and conditions were disclosed to the customer and must be upheld for all customers across the board.  While, I am sympathetic to this customer’s situation, that has no bearing on the formalities of the protection policy terms. Therefore, this complaint is effectively closed.

I am rejecting this response because:I contacted [redacted] again and confirmed with them the TV's are the exact same other than the model being specific to the store they are sold at.  If the case that Best Buy is making is they won't accept that reasoning, then they are lying about their price matching policy as no TV's will have the same model numbers, unless purchased online.  I have attached the chat with the [redacted] representative regarding this issue.  In regards to not know the price matching policy, on the Best Buy website itself it states that Warehouse prices are matched.  This is taken directly from the BestBuy website Does Best Buy match the prices of a Warehouse club?Yes. We do match the prices of Warehouse clubs as long as the Warehouse club is a local retail competitor, has an identical immediately available product and all other price match criteria are met. This is located at http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ again am requesting the $300 difference, in gift card form.  As an Elite member, I expect Best Buy to uphold their end on purchases. Thank you,[redacted]

Dear Revdex.com, Thank you for making best Buy aware of this issue. After reviewing Mr. [redacted] order, we found that the product was delivered to his address on 12/27/2016.  In order to receive a refund, Mr. [redacted] must return the product. We sincerely apologize for the delay experienced by the...

customer. Thank you for your time, and please let me know if you have any questions. Kindest regards,Cassie E. Exec Res Sr

Dear Revdex.com - We have forwarded the customer's complaint to the team that handles installation complaints.  They will be responding directly to the customer. Regards, Amy

Dear Revdex.com, Thank you for bringing the customer’s Best Buy order concerns to our attention.  We have contacted the customer, apologized for her order experience, and was informed she has received the ordered items.Sincerely, Dean [redacted]Executive Resolution Specialist###-###-####

Initial Business Response /* (1000, 5, 2015/11/05) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We have verified that the customer was in fact refunded for the 24/7 Support as requested as an exception to the policy.
However due to the scenario Best Buy will be sending...

the customer a gift card for $[redacted] as a customer service gesture. This gift card may take up to 3 weeks at most to arrive. It will be in a envelope not marked as from Best Buy to secure its contents.
We intend for this gift card to be used towards an external keyboard so that the customer can still utilize their computer.
We apologize for any inconvenience this may have caused.
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would accept $250.00. We are still having trouble with our computer and are probably going to have to buy a new one after this. An external keyboard is not acceptable, it defeats the purpose of having a laptop computer- it's supposed to be portable. We accept the apology but not the fact that our computer is now unmanageable and the keyboard is damaged. Staff themselves told us the keyboard replacement would be $150.00 plus tax.
Final Consumer Response /* (3000, 16, 2015/11/12) */
Hi [redacted], thank you for writing back. Is there any way we can ask Best Buy to send a visa or mastercard gift card instead of one to their store? We want to avoid doing any business with them in the future. If this isnt an option, perhaps they could just give us the option to cash out the gift card? Thank you, [redacted]
Final Business Response /* (4000, 18, 2015/11/19) */
Dear Revdex.com,
Best Buy has provided our final position on this matter and our stance remains the same.
Thanks,

I am not satisfied with the way they are handling the situation and I expect them to make this right and not just blow off a customer.

Revdex.com,  Thank you for sharing the customer's feedback. As there is no new information on this matter, please know that Best Buy will be considering this matter closed. Thank you.   Regards,  Sarah L.

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted] Jr.'s concerns that were forwarded to your office as he has since had the coverage in question cancelled and a prorated refund is being...

processed. We apologize if Mr. [redacted] was not satisfied with the coverage offered. 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,Thank you for sending this for review. I have been working with the customer on getting an exception replacement or store credit refund to use towards a new phone. In these circumstances it does require some time to hear back from our partners with Geek Squad, I have received a response...

that we will move forward and issue the customer a store credit of $729.99 to use on a new phone. I have called the customer to let her know that she will be getting this store credit for a brand new phone.Thanks,Karla [redacted]

I am rejecting this response because: stall have not received my order

Dear Revdex.com, Thank you for bringing this matter to our attention. We are sorry to hear of the setbacks endured by the customer for the delayed delivery of the TV set purchased with us on 07/04/16. Our records do show that the TV delivery delayed a few hours on the day of delivery. For that we are very...

sorry. We well provide a copy for this complaint to our internal groups so that we can ensure better service for your customers. However, Best Buy does not compensate for delayed time for the delivery of a product.Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Thank you.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused to the customer.  We have followed up with Warrantech directly and have found they have fully resolved the issue. No further action is needed. Best...

Buy/Pacific Sales considers this matter fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

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 am waiting for a response. Warmest Regards,Best Buy

Initial Business Response /* (1000, 5, 2015/11/11) */
Sent the following email:
Dear [redacted],
Thank you for contacting the Revdex.com regarding your Geek Squad Service Plan (GSP) concerns. I'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to...

me for review.
[redacted], I was very sorry to hear of your concerns with the cancellation of dishwasher's GSP coverage. I have investigated the GSP (#[redacted]) coverage originally attached to your GE dishwasher purchased on 4/15/14, and found the plan was cancelled on 6/4/15, with a $41.25 prorated refund processed the same day.
Thank you again for making Best Buy aware of your concerns. We do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns.
Sincerely,
Dean [redacted]
Senior Executive Resolution Specialist
(612)[redacted]

7/23/2017  Morning [redacted] said she will do Price Match since Same item which was on sale was  now avilable , and after few mins she said I have to work with manager and kept me on hold for 10+ mins and finally call got disconnected  Call with [redacted] was at 7:45 AM CT on 7/23/2017  6 times call was disconnected by best buy while talking , I was asked to be on hold while they check or transfer to manager or other department and call gets disconnected , last 3 times I specifically requested to call me in case if call was disconncted and every one of said we will but no one called me .below call log 7/23/2017 12:34 Outgoing ###-###-#### 3:457/23/2017 8:12 Outgoing ###-###-#### 38:50:007/23/2017 7:42 Outgoing ###-###-#### 29:59:007/22/2017 20:43 Outgoing ###-###-#### 45:21:007/22/2017 19:53 Outgoing ###-###-#### 14:447/22/2017 18:25 Outgoing ###-###-#### 1:25:127/22/2017 17:25 Outgoing ###-###-#### 18:237/22/2017 16:44 Outgoing ###-###-#### 38:22:007/22/2017 16:00 Outgoing ###-###-#### 17:027/22/2017 15:53 Outgoing ###-###-#### 7:197/22/2017 13:42 Outgoing ###-###-#### 7:37   If price match cannot be done Say it instead of disconnecting the call and not calling back as promised. More than not honoring the promise made its disconnecting the call is what hurts, well  I am sure reason I will hear for call disconnecting is technical issue and it happened 6 times Sorry for the trouble I dont need price match anymore , hope this will help you improve customer service Thanks Shane for your response you can close the complaint

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...

mentioned mobile promotional gift card upon the customer purchase.  We have reviewed the order and associated receipts and confirmed that the customer did qualify for the promotion.  There was a delay in getting the customer the virtual Gift Card but we have confirmed with the proper teams the customer did receive the gift card at this time. Best Regards, Amanda

Dear Revdex.com, [redacted] has been working with Alexandra from our Social Connections and Innovation Team. She has located the purchase and verified the promotion. The promotion was for purchases online and hers was done in the store. However, as an exception, Alexandra will be sending her a $100 gift...

card to fulfill the promotion. Alexandra will be her point of contact to see this resolution through to the end.  Thank you,  Dan S.Best Buy Executive Resolution Team