Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for bringing this to our attention; Pleas know that I see two purchases of Beats headphones for this customerThe other purchase was in July of from our online channelAfter researching the matter, the serial number on the unit did not match the serial number for the unit we sold the customerAs such, we would not be able to return or exchange the headphonesPerhaps the customer mixed up the headphones he purchased in for the recent headphones and took back the incorrect pairI would have him check his headphones to be certainPlease know that we do collect the serial number at purchase, and can only return or exchange the unit with that serial number Thank you again for allowing us to address these concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe product in question is a [redacted] Video DroneThe model number is [redacted] with a SKU of [redacted] The customer made a return without a receipt or any additional information regarding the purchaseThe customer indicated this item was a gift and does not have a valid receipt or gift receiptAs a result, the customer was offered a gift card in the amount of $59.99, which is the lowest price the item has been sold for within the last daysIf the customer could have provided additional information such as the purchaser's name, phone number associated with the purchase, date of purchase, store location of purchase, or payment method, there could have been a different resolutionHowever, without any further proof of purchase, there is nothing further Best Buy can to resolve this issueBest Buy considers the matter closed Thank you, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not get my full refund & taxes

Dear Revdex.com,We have reviewed all of the canceled orders and none of the cancel orders on record have been charged for If the Customer can supply the order numbers for the ordershe believes he has been charged for Best Buy will be happy to refund those amounts Best Buy's position on this matter remains unchangedBest Buy considers this matterresolved.Thank you,Larry S

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that Mr [redacted] contacted our customer service team who was able to assist and process a refund for the antivirus that was pending on the first iPad cancelled order Best Buy considers this matter resolved nevertheless, please forward any additional concerns and our office will address accordingly Thank you

October 19, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as we have contacted him via phone and offered a make good adjustment to his My Best Buy account as a resolution Mr [redacted] accepted our offer and considered the matter resolved in fullNevertheless, 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, 2015/11/16) */ Hello Ms***, Thank you for contacting Best Buy through the office of the Revdex.com about our return and exchange policyMy 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 you've had with your computer and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company Best Buy provides a day return and exchange policyThis policy is provided to you at the time or purchase on your receipt, as well being posted at each cash register and on BestBuy.comIn an effort to remain fair and equal to all of our customers Best buy is not able to make exceptions to this policyI am sincerely sorry for any disappointment that this causes you Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation Kindest regards, Cassie E Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it my concern, I do not accept this response from Best BuyTo me it feels like a very general response.In my opinion, it's very indirect and genericThere was no understanding of my situation, or even an offer for a resolutionIt was basic day and go awayI left a review on Google, and I will continue to leave reviews until someone from Best Buy takes the time to careNow I am left without a computerI guess I can sell the television that I just bought from Best Buy under my husbands account (719) [redacted] to buy another computer because at this point with the difficulty from the manufacture, I don't have any alternativeMe and my husband have been a good customersI have bought all my electronics from Best BuyIf you would like to take the time and effort to look up the information, you will find we are loyal customersI am very disappointed that the Manager Christa will not be talked to and that no one cares about my situationIs it practice for customer service managers to be rude to customers and scare them away? I have higher expectations from a manager of a major company like Best BuyThis day exchanged policy has been broken before, and I was allowed to receive a refund.So, I know for a fact that your company makes exceptions to the return policyJust generally throwing your policy out there is not satisfactoryThe computer can go in the trash because I just wasted for nothing.In the future, I will not buy a single thing from Best BuyBeing that things may not be resolved here, and my case wasn't taken into consideration, I will see about going directly to the Cooperate Headquarters if I am unable to resolve this issue here.I need a computer, and I don't have dollars to spend on another computer.It would have been nice to have consideration and customer support from Best Buy.I would ask again that someone actually take a closer look at my case, pull up my customer history between me and my husband, and takes the time and effort to support me as customerAgain like I mentioned before, I was only asking for a working computerNow I am asking for a possible refund completely so that I can take my business to someone else that will sell me a working computerI would ask a second time that someone actually talk to Christa about better customer service behaviorThank you for you time [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/18) */ Dear Revdex.com: Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position Nevertheless, please forward any new information or additional concerns and we will address accordingly Thanks, Cassie E

12/01/2017To whom it may concern,Best Buy has been in contact with this customer and reviewed the situation and coupon As we did find an issue with the coupon code issued, we have honored the customer's request to reissue and provide consideration for his problem Should further issues occur, please feel free to reach out directly for assistance

Dear Ms***,Thank you for bringing this matter to our attentionWe apologize for any frustration or delay this may have caused youPlease know that the original timeframe of the repairs was an estimate and is subject to changeSince the unit was damaged in transit by a shipper, we first are going to rectify any damages caused by that shipperUnfortunately this may increase the repair timeframe as we are awaiting the necessary parts for the repairOnce the parts are received, the repairs will continueWhen the repairs from the shipping damage are completed, you should expect contact from our service center with our next steps to complete thisBest Buy is awaiting parts for the repairs and will continue to address this matter per the terms of the Service Order Claim Check as originally agreed to by the customer when the unit was originally dropped off for the estimate.Thanks,

Revdex.com,Thank you for bringing this to our attention We were able to mark down the new laptops in addition to what was done at the time of the exchangeRegards, Nick S

Thank you for sending this for reviewI am sorry that you were not able to get this processed successfullyUnfortunately, when there are pricing errors the order is automatically cancelledI am sorry that your hopes for were up for a good dealBest Buy tries our very best to make sure everything is accurate unfortunately errors do happen and we are required to cancel them as quickly as possibleHere is more information on pricing errors and our disclosure on errors on our website - http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ again thank you and I am sorry for the inconvenience.Sincerely,Karla [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/12/21) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with the cancellation of two recent online purchasesI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation has caused youWe value feedback such as this, as it helps us make decisions for the future of our company Per our Telephone conversation on 12/21/it has been agreed that Best Buy will honor the prices that you paid for the canceled items and reorder them for you the first or second week of January when you are available to pickup the items at your local Best Buy store or except delivery Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com - Our review of receipts for the past year shows that the customer was warned as recently as April 25, when returning an Asus router We are closing our review of the customer's concerns.Regards,Amy

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Dear Revdex.com - We forwarded Mr***'s concerns to our Home Delivery team and they reached out to Mr [redacted] to schedule haul away of his old television for 12/5/Additionally, they will be sending him a check for $for his troubles Regards, Amy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were being reasonable

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Dear Revdex.com (Revdex.com): Thank you for bringing Sarah Matthews concern regarding the Geek Squad Protection (GSP) plan renewal request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe GSP plan (# [redacted] ) was purchased for the HP laptop computer by [redacted] Perez on 10/13/and provided the email address - [redacted] @yahoo.com for online order #BBY01- [redacted] On 12/17/2015, the Geek Squad team sent the following email to the email address customer [redacted] Perez provided to us in purchasing the GSP plan on 10/13/- [email protected] - The email renewal request was sent to customer by our team after they contacted the renewal team and included the website hyperlink in email to renew the plan Hello ***, Your Geek Squad Protection plan expires on 12/24/Renew today and keep your Laptop performing like the day you bought itYour stuff may stop working but we never do Simply go to https://www-ssl.bestbuy.com/services/geeksquad/renewals?ContractId= [redacted] &SerialNum= [redacted] &SysId=TBS Payable by credit card only If you have already renewed your plan, please disregard this notice Questions? Please call [redacted] Geek Squad Courtesy Team However, the GSP plan's underwriter can no longer renew the plan since the plan has since expired and outside the time frame and restrictions from our underwriter 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] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Best Buy is factually incorrect, and we have documentation to back this upThe President of our company, whose email is on the account, has repeatedly and routinely checked her email (including junk mail) and NO correspondence regarding the renewal or needing a credit card to process the payment was received This is the factual history of the issue, and repeated errors on the part of Geek Squad (Best Buy): Called Geek Squad for the 1st time on 10/21/ I called on 10/21/to purchase a renewal for Protection Plans ( [redacted] and [redacted] ) that were slated to expire on 11/1/I provided a credit card and was told both plans were processed and charged $per computer for an additional yearRef # for 1st call: [redacted] Called again on 11/9/ We realized our company credit card was only charged to renew plan ( [redacted] ), but NOT [redacted] The Rep indicated that the agent processing the original request on 10/made a mistake, and only the plan ending in [redacted] was chargedThe new Rep said they would send this to the "back office" and the plan [redacted] should be processed/charged in -business days Ref # for 2nd call: [redacted] Called again on 12/3/ After hearing nothing via phone or email in several weeks, I called againThe Rep indicated the issue was sent to the "back office" but that there was an error with the 2nd request as well, and they would re-submit to the "back office" and contact us in 7-business days to get payment via credit cardRef # for the 3rd call: [redacted] Called again on 12/14/ Again, after receiving nothing via email, I called againThe Rep confirmed the issue and indicated she was sending this again to the "back office" and escalating it as URGENT because they have to re-activate the account before the plan can be renewedThey indicated they would send an email to [redacted] @yahoo.com with further instruction in business daysNO EMAIL RESPONSE WAS EVER RECEIVED Ref # for the 4th call: [redacted] Called again on 1/4/ My assistant called on 1/4/and spoke to Michael S, then with Michael in billing, then with Evelyn (supervisor?) in billingAfter each of them read through the notes on the account, they acknowledged the mistake was theirsEvelyn agreed to advance this issue to the Renewal Specialist DepartmentThe Renewal Specialist Department was to send an email to me in 5-daysThe Ref # for the 5th call is [redacted] The bottom line is we have made over calls and spent collectively over HOURS of our time trying to resolve this; and each time we contacted Geek Squad they acknowledged the errors were theirs and said they would follow up to get a credit card payment They can either resolve their error(s) and renew the protection plan [redacted] for a full year (at our expense) or we will ensure that our company, and none of our consulting clients nationwide ever purchase another thing from Best Buy, HP or Geek Squad Final Business Response / [redacted] (4000, 9, 2016/02/03) */ Hello Revdex.com, We are following up on our previous response to Sara Matthews Revdex.com case Best Buy is unable to accommodate the customer's request as we outlined in our previous response the GSP has since expired and no longer able to be renewed Best Buy feels that this has been addressed appropriately and will not take further action on this issue Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing Ms [redacted] ‘s concerns to our attention We apologize for any frustration or inconveniences this may have caused the customer We have made successful contact with Ms [redacted] and the washer washer was delivered on Saturday 4/ The customer has been in direct contact with our case manager from our warehouse and has the case manage;s direct contact information Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding the matter has been brought to our Executive Resolution Team for proper reviewI have actively reached out to the customer by phone and by email, but at this time I have had no responseI will proceed with reaching out to the customer throughout the remainder of the weekRespectfully, Bethany H

10/06/To whom it may concern, The customer has been assisted by Best Buy consumer relations and the issue is now resolved A backordered reshipment was canceled and refund provided Nevertheless, should any further issues arise, please feel free to reach out directly for assistance

I am rejecting this response because: I have attached emails I sent to Best Buy in regards to this order to VERIFY the informationI called AND emailed customer service to ensure that the order was being processed and I was ASSURED various times that everything in the order was fine and it was being processedThe claim Best Buy is making that they were unable to verify information is and shows the poor customer service skills they possesAs a customer I went above and beyond to ensure this order was being processed properlyOnce the order was cancelled I received contradictory information from Best BuyFirst stating the item was cancelled due to availability and told that I should purchase in storeBut the website showed and still shows this item is availableThen I was told it was cancelled because they could not verify the informationOnce I brought up the numerous times I reached out to Best Buy to verify and Best Buy confirmed that my order was being processed and I should wait to receive the email to pick up in store, then I was emailed again and told the cancellation was due to unavailability of the productAs you will see in the emails, Best Buy simply does not care about Customer ServiceI simply want a price to be honored and even that seems to be out of the questionThis is clearly a scam to me, when they will not honor their price for a mistake THEY madeAfter my initial minute phone call with Customer Service I decided to email them, yet it still got me nowhereDuring the conversation I was given several different answers about the orderThe customer service rep told me the order was progressing, then told me it was actually ready and I could pick up at any store (of course I knew this was incorrect because that is not how their in store pick up works)I asked to be transferred to someone more knowledgeable, I was transferred to the GEEK SQUAD which has nothing to do with customer orders, I was re-transferred and ultimately hung up onFor best Buy to state now that they could not verify the information is such an egregious lie when I called Customer Service and emailed customer service...to be told on numerous occasions that everything was verified and the order was being processedAgain, all I am seeking from this company is a price match to the price the macbook pro was at the time I placed this order which was $I hope that with me providing PROOF in forms of emails, it will make best Buy do right by the customer they obviously let down and continue to let down by stating falsehoods and contradicting themselvesThank you

Dear Revdex.com, Based on the information provided, we are unable to locate the purchase information for the laptop charger or the camera systemIf you could please ask Mr [redacted] to provide the customer service pin number from his receipts, or the telephone number associated with the purchase, it would be greatly appreciated Thank you, Dan SBest Buy

Revdex.com, Thank you for bringing this to our attentionWe can certainly understand the frustration and inconvenience of having issues with appliancePlease know that Best Buy sent a technician out at no charge to the customer, and determined the issue was not due to the installationIt was determined that the unit has a part failure which caused defrost failureThree parts would be needed to bring the unit back to factory standingThe part list is as follows: A/S ASSY-WATER LEAKAGE Part: DA82-01415A MFG: SAM Description:A/S ASSY-WATER LEAKAGE;NW2,DAPart: DA82-01415ASENSOR TEMP;DKST1329GW Part: DA32-10104N MFG: SAM Description:SENSOR TEMP;DKST1329GW,AW3,-Part: DA32-10104NASSY COVER EVAP-REF;AW Part: DA97-12609A MFG: SAM Description:ASSY COVER EVAP-REF;AW1-Part: DA97-12609AWe also provided the estimated cost of repair with the Geek Squad, which is $The customer is welcome to pursue service as they chooseThank you again for allowing us to address these concernsRegards, Sarah L