Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Mr [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The general manager of our Roseville store has address the issues the customer encountered with the employees in questionAdditionally, he left multiple messages for the customer requesting a call back so he could speak with the customer about the experience he hadI also left the customer a message saying we would refund his installation orderThis refund should be processed within the next 3-business days with the refund going back to the original form of payment Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for contacting us regarding this matterBest Buy has reviewed the order that was placedDepending on the status of the order, there are instances where cancellation is not possible, which is what happened hereAfter reviewing the order status, we were able to see the item is out for delivery today by UPSOnce the device is received by the customer, it can be returned to any Best Buy location or can be shipped back to Best BuyInformation about completing the return can be found here: http://www.bestbuy.com/site/help-topics/return-exchange-policy/ [redacted] .c?id= [redacted] &pageType=REDIRECT&issolr=1&searchRedirect=best+buy+return+policy Thank you,

Dear Revdex.com, There has been a technical issue with multiple authorizations showing up for some customers with monthly billing plansThis problem has been corrected but it may still take some time for the authorization to expire and fall off If this is a debit card it may take longer for the authorization to expire.I did verify that [redacted] only has one Geek Squad 24/Support Plan and the Webroot AntivirusThe Geek Squad plan will normally charge $per month while the Webroot will charge $per monthIt may show up as one charge for $Thank you, Dan SBest Buy

Dear Revdex.com,Thank you for providing the additional communication from the customer regarding this matter Certainly, we understand the customer's frustration with a challenging experience The customer has a two options when seeking replacement of the device under warranty protection If the device is eligible, the manufacturer may replace it Information regarding obtaining manufacturer warranty service for Samsung can be found here http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0002110&p...⇄ The customer can also explore the option of Geek Squad Express replacement service For service under a Geek Squad Protection plan, the customer can go through Geek Squad Express Replacement by visiting the following web site: https://www-ssl.bestbuy.com/usw/adex/home Per the terms and conditions, cell phones purchased on or after September 1, may be subject to an additional service fee Best Buy cannot provide resolution offers outside of what may be offered by the warranty protections.Thank you,David M

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Revdex.com, Thank you for bringing this to our attentionI researched the matter and found that the customer's warranty had actually expired prior to bringing into the store for repairThere was a glitch in our system which allowed the unit to be checked in for service, causing the confusion The customer was notified, and for the inconvenience, offered a discount on a new computer as a gesture of good will As stated above, the customer did not feel this was a satisfactory response Chris, the General Manager of our Monroe location, has now offered to exchange the unit as a onetime exception to make this situation right by Mr [redacted] The exchange cannot take place until the unit arrives back to the store; however, it is slated to arrive in the next few days Once the unit arrives, the store will be notifying Mr [redacted] so that he may come into the store and secure his exchange I want to thank you again for allowing us the opportunity to address these concerns Regards, Sarah L Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will go to the store and accept a new unit as soon as the email or phone call from them arrivesI will be satisfied with this agreement, so long as the unit is of compairable value and functionThis is a fair outcome; but I will not accept the same unit I dropped off, should it have been taken apart and does not work when I arriveI dropped off a working unit and I expect a working unit when I pick up mineI do hope they contact me shortly, as I have not had my computer for some time

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

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 sorry that this could not be resolved on my call to customer service but am happy that Best Buy took care of the issue

I am rejecting this response because:The original add from January 21, had the item in question at the price of I have a screen shot of the add showing the dates of the add with the item in question, a Brother printer Both customer service representatives admitted to me when I noticed the price change that the ORIGINAL add did have the price at 209.99, but on January 23, the price was changed, indicating the sale had ended, even though the original add had the price at My concerns about the price change and the way I was treated by a customer service agent have not been addressed in this responseFurther, it is implied that I misread the price and that there was never a printer listed for 209.99, when as I said before two agents admitted that there was, but the price had changed This is a concerning pattern of avoidance of admitting faults or errors that I have been experiencing with Best Buy lately resulting in me completely losing faith in the company Others I know have had issues with the company and letters to corporate have gone unanswered I apologize for not being able to talk to Carla today when she called, but I do expect her to attempt to call me once she returns to the office on Thursday I am available after 3pm Eastern Tuesday - Thursday I am not interested in buying the printer from Best Buy AT ALL or anything else for that matter I will be taking my business to Amazon once the last of my rewards points are spent, since that company knows how to treat their customers

I am rejecting this response because: Dear Sir,Thanks for taking up this matter with BestBuySubsequent, to your outreach to them, their field guy did reach out to me a couple of days backHe said that he will work on resolving the issueThey want to order a replacement equipment (A/V Receiver) since the configuration of the original make/model provided by them does not work well with the other pieces of equipmentThey said that Pioneer receiver sometimes does not send video signals properlyI am surprised at the fact that being the experts and knowing the issues with Pioneer receivers, they still sold me a piece of equipment that has a reputation of not working properly at times in the overall home theater configurationThey have told me that they are working on resolving the issue and hopefully they keep up the promiseHowever, in addition to the fulfillment of the order and completion of the installation; I would also like to be compensated for the inconvenience and frustration caused to me over the last several monthsI had clearly stated the purpose while buying the products and services and they had conducted inspection at my home before ordering the equipmentI trusted them to be the experts and in that they will sell me the right productsApparently, they not only sold me the incorrect product; but also were non-responsive to the issues in installation that has delayed the completion of the installationPrior to you contacting them; I was desperately making rounds to Bestbuy stores and calling their personnel, but not getting any attention in this matterI really appreciate and thank Revdex.com for taking up this matter with BestbuyThank You!Sincerely, [redacted]

Revdex.com,Thank you for bringing this to our attentionPlease know that the store has personally reached out both via email and phone to the customer, and offered to return the stand for a full refund to the customer's cardThank you for allowing us the opportunity to address our customer's concern Regards, Sarah L

I will have our rep Jason J [redacted] call this customer to see if we can earn their business We always will do whatever it takes to make a deal happen but that doesn't mean that we are allowed to break rules/ laws and not follow policies and procedures that are already in place It doesn't help our company when we don't sell a customer a car but there is only so much that is within our control The market determines the value of their trade in and the banks determine the interest rate for their loan based on their credit score (s) We cannot deviate from thisBest Regards, Brian

December 20, To Whom It May Concern: Best Buy apologizes that we were unable to fulfill [redacted] ’s order during the scheduled date and that she ultimately cancelled her order We have confirmed that she has been credited in full for the transaction in question 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

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer phone purchase on 5/24/ir far outside our day Return Exchange Policy and therefor ineligible for an exchange or refundWe cannot substantiate what was said at point of sale We would advised to work with store management to discuss if other options for an exception are available Best Buy will not be approving an exchange Thanks, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to management and she was unable to help me The sales rep was sitting right there as we were speaking to the Manager - he did not dispaute what he told us This sales practice I feel is baited and advertisement - because it does not do what he claimed it would , how can the consumer rely on the knowledge and statements of the employee to guide him in a purchase I never would have purchased the phone since it is not adequate for my business purposes I would like a phone that can do what I need it to doI am not in need of a refund but the phone should be replaced to a phone that is capable of performing what I need it to do Final Business Response / [redacted] (4000, 9, 2015/08/19) */ Dear Revdex.com, We would advised to work with store management to discuss if other options for an exception are available Thanks,

June 30, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Miss [redacted] as the delivery by UPS was rejected by her and is in transit to return to our shipping location under UPS tracking # [redacted] Once the shipment is returned and processed the customer will receive a refundNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Senior Executive Resolution Specialist Best Buy Corporate Campus terrance[redacted] @bestbuy.com Ideation, Context, Maxmizer, Activator, Communication

I am rejecting this response because: We receive our bill from Sprint and Suprise our bill after the activation fees are taken off is dollars higherBest Buys employee assured us that the bill would be very close to the same Also we did make a second trip to a Best Buy in Perrysburg Ohio and they too assured us that the bill would be around the same I have no problem with the phone itself only the deceptive practice of the employees

I am rejecting this response because: I talked to a manager by the name of Carolyn yesterday who gave me a case id number [redacted] stating they could not mail me a physical checkIf a physical check is going to be mailed I would like to see a copy of this check, I would like to know the day the check is going to be sent as well as the tracking information to ensure the check is comingThis has been going on for over a month and I've requested a physical check before and that request was refused every time so I need to make sure it's actually going to be sent and i'm not just being told this to close this case

Dear Revdex.com - We are currently working with the General Manager of the North Avenue store in Chicago and the AT&T representative assigned to that store We hope to have some additional information regarding this issue later today We will reach out directly to the customer to resolve this issue.Regards, Amy

09/25/To whom it may concern, After review, Best Buy has approved the customer for an exchange as a result of the device's condition and repairability This device may be exchanged via delivery or in store at any Best Buy location We now consider this issue fully resolved Nevertheless, please feel free to reach out should any further issues arise

Initial Business Response / [redacted] (1000, 9, 2015/10/31) */ Dear Revdex.com, Christina was offered to a reshipment of the speaker by JD of the Best Buy Social Media Team if she returned the damaged speaker to the Menifee storeJD has not heard from her since this was offered If she would like to take advantage of this offer, please have her return the damaged speaker and follow up with JD via emailWe will then process the reshipmentWe will be unable to provide cash value for this product as it was a free gift for purchasing the refrigerator Thank you, Dan [redacted] Senior Specialist Executive Resolution Team

Revdex.com, Thank you for bringing this to our attentionPlease know that our General Manger personally reached out to the customer and worked out a resolveThank you for allowing us to address the customer's concern Regards, Sarah L