Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused Unfortunately, we are unable to fully investigate this matter without the order informationPlease have the customer provide the order number or receipt information so we can look into the alleged double charge of the item Sincerely,Kelsey F

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has refunded the customer and sent a new gift card via mailNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

Dear Revdex.com: Thank you for sending this for a second reviewI am sorry that I did not fully address the gift card fund the first time I responded, but I saw that a gift card was requested on 11/5/(before I reviewed the complaint).Customers typically receive their Best Buy Gift Cards within 2-weeks via US Mail in a plain envelopeThe specific details regarding this gift card request are as follows:**11/5/- Gift Card Fund Requested-- Amount: $50--Mailing Address: [redacted] Tavares, FL, 32778**11/9/- Gift Card Fulfilled by Vendor--Sent via US Mail (no tracking available)--Allow up until 11/27/for delivery (standard SLA).--If not received by then, alert me via the Revdex.com complaint, and I will cancel the gift card funds and reissue the $as an electronic gift cardThank you!

Dear Revdex.com, I have partnered with store leadership regarding this concernThe computer needed system restore therefore any software would have to be reloaded afterwardsWe offer data back up services for any files on the computer but that was declined According to leadership, they offered to reload the software back on the computer and send the computer back out to repair the crack since it is under a Geek Squad Protect and Support PlanThey state that Ms [redacted] wanted to return the computer as she did not feel those solutions were satisfactoryThe Geek Squad Protection Plan does not cover a refund but does allow for service to be performed on the computerIf she would like us to reload her software back on the computer and repairing the crack we will gladly do soHowever, we will be unable to provide a refundThank you, Dan S.Best Buy

I am rejecting this response because: I haven't received the reimbursement check which said would take days to receiveShould arrive by end of week if thats the caseUpon receiving it I will be completely satisfied with how it was handled

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 resolutionI called the Customer and left a voicemailI also emailed the customer and am waiting for a responseWarmest Regards,Best Buy

Revdex.com: I was contacted by the General Manager at Best Buy in Mounty Laurel, NJ and he resolved my issue with satisfactoryI wish to close this complaint and would like to thank Doc at Best Buy in Mount Laurel for assisting me in resolving this matter

I am rejecting this response because: We have NOT received our appliances from Best Buy and after our last interaction were coached to set our next delivery date out to February in hopes that we would have a better chance of getting our order thenWe are on our 9th failed delivery attempt now (some being no call and no show and others saying they don't have our washer)I can confirm that Best Buy did provide a $credit towards the purchase of the appliances after the 8th failed delivery attempt (on our Best Buy Credit Card which we had to put in legal dispute with Citi because we were charged for the appliances in November even though we still do not have them)We have to call Citi weekly to let them know what is going on with our purchase as wellBest Buy escalations department (our case Manager Razia) did finally call us after we requested MULTIPLE times to speak with her and all she had to say was that we should cancel our order at this point and order something elseThat is an unacceptable response and your escalations team should not be treating customers the way that they doThis is not our fault and we shouldn't be treated as if our purchase has inconvenienced your businessCurrently we have been at home waiting times, hour windows each to wait for our deliveryAlso, after each delivery attempt goes wrong we spend between to hours on the phone with your customer service, warehouse and store to talk about what is going onEach time with the same "oh, we have them in stock in our systemNot sure why you aren't getting your deliveryLet's just set up another appointment." Also, the warehouse promises that they will call us to make an appointment after going to double-check that they truly have the washer in their warehouseHowever, they never call us backThey just note in the system that we are unreachable and set it up without consulting usThat prompts us to call back in and spend yet another to hours talking to 2-new people in the store, warehouse and customer serviceWe would really like someone to tell us the truth and take ownership of this issue until a satisfactory deliveryI can't believe how terrible this experience has been and we trust no-one that we speak to at Best Buy anymoreWe would like to receive our appliances and appropriate compensation for our time spent dealing with this nightmare

Dear Revdex.com,The Washer has been replaced for the customer was completed on 9/30/OMS order [redacted] Best Buy considers this matter resolved.Thank you

02/01/2018To whom it may concern,Best Buy has contacted the customer regarding these concerns At this time they are being refunded for the incident from PayPal as their account appears to have been compromised The customer has also brought it to Best Buy's attention that their order was reported as fraud and was investigated and moved for pending cancel, but did not cancel correctly As a result we will be working with our teams to review this process and make changes accordingly Nevertheless, should any further issues arise, please feel free to reach out directly

Initial Business Response / [redacted] (1000, 10, 2015/09/10) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the online order for the mobile phone purchase to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations [redacted] 's online order #BBY01- [redacted] was completed and picked up at our South Elgin store (#***); they received the $price point for the T-Mobile no contract phone SKU #they detailed in the Revdex.com complaintCustomer was charged the price and their online order was fulfilled with the online ad posting However, [redacted] returned SKU #for another T-Mobile phone SKU #on 9/4/As a customer service gesture and a better Best Buy experience, we will be sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the consideration, much appreciated Just to be clear though, and perhaps for the record, the phone was returned because it wasn't a T-mobile phone as advertised and wasn't compatible with T-mobileIt was a Net phone which even perplexed the staffWhen returned an employee suggested and offered another phone which I accepted Again, thank you for the gesture in offering a gift card for the frustration I enduredIt restores my faith in the company

Dear Revdex.com,The NES Classic has been one of the most anticipated product releases of this year, with a very high demand at all of our locations I apologize for any disappointment caused by the store selling out so quickly on this very limited quantity item, and for any confusion in regards to ticketingIt’s possible some stores may have additional limited quantities later this weekPlease check daily in the morning with your local store as this is when any limited inventory may become available.Thank you for making Best Buy aware of this issueKindest regards,Cassie EExec res Sr

Dear Revdex.com, Thank you for bringing Ms [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer I was unable to locate the purchase receiptPlease provide the Customer Service Pin from the receipt or the Geek Squad Protection (GSP) plan number Regards, Kathryn S

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by the customer while requesting coverage for the [redacted] TV purchased on 01/19/Upon reviewing the situation we have verified that the year agreement(Year Geek Squad Protection Plan) purchased for this TV does not cover physical damage to the product therefore Best Buy will not be able to provide any coverage if the unit is in need of repair due to physical damage Below is the copy of the terms and conditions of the plan purchased for the TV where the customer may obtain further information of the coverage of her TV under the plan file:///C:/Users/a224515/Downloads/gsp_2015_09_13_to_2016_08_13_v10_english.pdf Thank you

I am rejecting this response because: This is an unacceptable way to handle this matterBased on the information I have provided, the details I have given, and the effort I have gone through to be fairly compensated for my broken television by Best Buy Delivery Services, and the information that your employees have repeatedly told me, also, from guaranteeing verbally on the phone with me that I would get a replacement, I reject this responseI will be contacting the media about this effort to spread awareness about the unfair policies that Best Buy enforcesI simply wanted my broken TV, that BestBuy delivery services damaged, to be replacedHowever, since you are treating me unfairly and claiming that it is not your responsibility when it in fact is, I am contacting the media.Samsung directly told me that my TV will not be repaired due to physical damage, which was caused by the Best Buy Delivery drivers-- however you still want me to contact Samsung, that makes absolutely no senseSince you won't stand behind your product, I have no other option than to speak with the mediaI do not appreciate BestBuy's unprofessionalism and poor attitude handling this matter and you all still did not spell my name correctlyI am appalled that you would treat any customer this way

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 meThe $store credit has been refundedPlease close this complaint

I am rejecting this response because: I am rejecting "temporarily" The first phone call to Geek informed me that I would get a refund in 5-business days The second phone call to Geek I was informed that no such action to cancel Kaspersky had taken place, but they would cancel and refund You have to understand my skepticism at this point.I did receive a notification that the Geek Squad protection was cancelled, however, I do not see any credit yet on my card Once the credit is applied, I will accept the Best Buy response and close this case

Dear Revdex.com, Technically we are not to combine a price match with a coupon offerThan being said, the computer went down in price two days later and he could have received the offer had he just returned the product and repurchased itThat seems like too much work so, as a gesture of customer service, I have requested a $ [redacted] Best Buy gift card be sent to Mr [redacted] It should arrive within 2-weeks of today's date to the address listed on this complaint Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the online order and price match request to our attention [redacted] was refunded or credited on their credit card for the online order #BBY01- [redacted] on the price match they requestedThe online support team provide price adjustments and discounts to the online order in the amount of $The order total was $as [redacted] notes in the Revdex.com complaint; however, the amount charged to the credit card is $ We have provided a snap shot or portion of the online invoice [redacted] will be receiving with the items when received: My Best Buy Credit Card [redacted] Lake Zurich, IL Product total: $Shipping & Handling: $Sales Tax: $Total Credits: -$Order Total: $ We encourage [redacted] to contact Citi Bank who manages the Best Buy credit card account directly at ###-###-####Once contacted, Citi Bank representatives will be able to provide further assistance on the amount charged on the Best Buy credit card account for the online order #BBY01- [redacted] placed with our company on 7/24/ Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Mr [redacted] ,Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize for the misunderstanding concerning the My Best Buy Rewards program and the Geek Squad Protection Plan The Terms and Conditions and your purchase receipt (which contains the effective date of your Plan and your product purchase identification) constitute the entire agreement between you and us with respect to the services and benefits provided to you under your Plan and will prevail over any conflicting, additional, or other terms of any marketing collateral or other document or expressionEmployees and agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing At the time of your purchase the MY BEST BUY REWARDS offer was:BENEFIT DETAILS:Customers who purchased the Standard or Advanced plans receive double (2X) points and customers who purchased the Premium plan receive triple (3X) points for the original purchase price of the plan, if unused at the time of expirationCustomers can contact us at any time after the expiration date to request their Good Maintenance Reward (there is no expiration date on when the customer can request their points).There is no mention of a refund of the purchase price of the plan in either the Protection Plan or in the Rewards Benefit Best Buy will honor the Benefits as detailed in the Rewards program at the time of purchase when the Plan expires in May Thank you for your patience and again, I apologize for your experience, as we do value your business This is Best Buy’s final position on this matter.Sincerely,Larry S