Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 10, 2016/02/26) */ Dear Ms. [redacted] - We have reviewed your purchase and request to receive Microsoft Word free of charge. Unfortunately, Microsoft Office Suite does not come pre-installed on computers any longer and is software that must be purchased and... installed. A complimentary copy of Microsoft Word was not being offered when you purchased your computer, therefore, we are unable to honor your request to receive the computer software free of charge. Regards, Amy

I am rejecting this response because:There were multiple incorrect items listed as returns due to Best Buy's method of calculating returns. This was discussed via email with a Best Buy representative named Brian ***. I explained the situation and he didn't seem to understand the issue.Multiple transactions being counted by Best Buy are not returns. This is due to Best Buy's system not working correctly. I brought several items to the store for a "price match" and these were counted as returns. Also there was a mandatory recall on the [redacted] Note 7 due to a fire issue and this phone and it also was counted as a return. Additionally, I exchanged an [redacted] TV 32gb unit for a 64gb unit and this was also counted as a return even though it was a higher priced item and the 32gb item was not opened and could be resold to another customer. The same thing happened with the return of a [redacted] A6000 camera with no lens for a [redacted] A6000 with a lens. Best Buy made more money from this transaction, yet it was counted as a return. The original item was not opened and could resold to another customer. The system is broken at Best Buy. As recommended, there needs to be a way of eliminating these types of activities from any returns made. The process needs to be fixed by Best Buy. Also given these issues were caused by Best Buy's system and not due to these being actual returns, the system Best Buy uses to count them should be revised. I shouldn't have to contact a third party company when the issue was not caused by them but rather by that third party not getting accurate information from Best Buy. The third party company did take off a few of the transactions but missed about 4 others. Additionally, I need to know Best Buy is fixing their process so that this doesn't happen again. As a customer, I shouldn't have to go to a third party company that Best Buy enlisted to count their returns when the system of Best Buy is broken and not counting returns accurately.

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 A product must meet multiple criteria to be eligible for a price match under our Price Match GuaranteeOne of the criteria is that the retailer be a local competitorBest Buy considers a local competitor for in store purchases to be a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) of the local Best Buy storeA local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) as either the billing address or the shipping address on record for the purchase Adorama does have a physical store, which is located at [redacted] New York, NY Based on the address the customer provided to the Revdex.com, his address is more than miles from Adorama’s storeTherefore, Adorama would not be considered a local competitor in this caseAdditionally, Best Buy’s listing for the camera in question currently includes a free itemThis is considered a bundle, and our Price Match Guarantee does not cover bundle offers Full details of our Price Match Guarantee can be found at the following link: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ Best Buy respectfully declines the customer’s request for a price match with Adorama, and considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's responsePlease know that our teams have contacted Ms [redacted] and have addressed her concernsAdditionally we have forwarded her damage claim to the proper party for follow-up Thank you

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 only frustrating aspect of this process is that I had to take this route to resolve my issue in the first placeAlso, I was informed by the store manager Chad that the exchange policy requires that my year warranty thru Best Buy/Pacific Sales is void as a result of this actionI paid several hundred dollars at the point of sale to extend the warranty five years, and a defective appliance qualifying for Florida's "lemon law" has caused me to lose my investmentI do not feel this is a fair business practice and will file a complaint with the State of FloridaRespectfully; [redacted]

I am rejecting this response because: Then why did 3-other CSR kept saying $tax was correct on a $product? That is blatant fraud, collecting tax dollar over the legal 6% in KYBusiness cannot over collect taxes, I would like to see you report that extra $to IRS.As for credit, where is it?

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 spoke with Ms [redacted] today, and addressed the issues she encountered in one of our storesWe will be sending a gift card to the address provided to the Revdex.com as a goodwill gesturePlease allow 10-business days for it to arrive Best Buy considers the matter closed Regards, Kathryn S

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 have received the corrected refundI hope this record remains public to document this issueIt is not the first time I have had this issue with Best Buy and I know many others have had similar issues with BBA surprisingly large number of customer representatives do not understand that the Gamers Club is a paid membershipMany reps think it is some kind of couponThis program has been going on for a few years nowIt is inexcusable that BB employees still do not understand what this program is.In addition, employees seem incapable of understanding when a refund has been issuedI have received messages from Rod and Geri that claimed the second refund had been corrected when it had notIt is unclear how these people could be so mistakenThis is also not the first time I have had this issue with reps.While I accept the resolution, I question whether these employees truly have been informed of their errorsSimilar promises have been made to me in the past by BB supervisors and I still come across employees that misquote BB policies or make egregious mistakes like claiming a refund has been processed (when it hasn't)It would go a long way to assure me that some action has taken place if the employees who "handled" this case were to reply to this thread and acknowledge their mistakes and state that they have been informed of the correct policiesSuch an action would restore my confidence in BB's customer service

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/01/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 adNevertheless, please forward any additional concerns to our office and we will respond accordingly.Sincerely,Best Buy

I am rejecting this response because:This has been a HUGE inconvenience Although they have charged me $that I DID NOT have, they also sent me a shell of a phone with NO BATTERY, SIM CARD, OR CHARGERForcing me to use all the items from the old phone in which the NEW phone they sent did NOT work and was doing the same thing the OLD phone was doing Not to mention, Sprint also told me that if there was NO Damage to the phone I should have NOT been charged for a replacement because it was NO fault of mine Honestly after all of this I should get a refund just for the INCONVENIENCE

Dear Revdex.com, We have settled this claim directly with Mrs [redacted] for the amount of her property damage and have received an executed release for this amount from the customer Best Buy considers this matter resolvedThank youLarry S

Dear Revdex.com, Thank you for bringing this matter to our attentionThe Best Buy return policy for video games (as found at www.BestBuy.com) states that opened video games cannot be returned for a full refund, only an exchange for an identical itemWe would advise the that the customer visit their local store within their days return window, as printed on the purchase receipt, and exchange the game for an identical oneIt is at the manager's discretion as whether or not to allow for an exception and refund to a store creditBest Buy will not be offering a refund on the game as it is against our return policy and the customer has been provided the return policy informationThanks,

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the cancelled online order to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and for any lapse in professionalism or courtesy displayed by our employees “Bait and switch” is defined as a method of consumer deception practiced by retailers which involves advertising in such an attractive way as to bring the customer in, followed by disparagement of the advertised product so as to cause the customer to switch to a more expensive productBest Buy does not use the “bait and switch” tactic as a way to get customers to our stores In addition, when customers use our online website, they agree to the “Conditions of Use” and states the following concerning item availability and cancelled orders: Information on Our Site We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ We only offer this for clarificationThe item or SKU #was not available and the online order was subsequently cancelledHowever, the item is in stock, available online only and can be shipped to home or shipped to a local Best Buy store for pick up Mr [redacted] can order the item today (11/29/2016) and have it available for pick up on 12/08/at our Visalia store (#***); again if ordered today as per our website when selecting in store pick up Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this to our attentionDue to a delay in shipping, select ship to home pre-order customers did not receive their iPhone on launch day, today (Sept16) Impacted customers received notification via email with an updated availability date and a make good offer of a $discount codeThe $discount code was emailed directly to impacted customers Thank you, Dean [redacted] Executive Resolution Specialist ###-###-####

Dear Revdex.com,Thank you for passing along the customers feedback regarding their experience with their purchase and requested price match However, Best Buy maintains it's position regarding our price match policy and our decision to decline a price match since it was not made at an eligible retailer Nevertheless, we thank the customer for their feedback regarding their experience and their concerns regarding our policy.Sincerely,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 meI have received refundThanks

07/14/To whom it may concern, After reaching out to this customer Best Buy feels we have fully addressed this customer's concerns Credit has been issued to the amount disputed in regards to the promotion in question Nevertheless, please feel free to contact us again should any additional issues arise

November 30, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Mrs [redacted] as in our previous correspondence sent to your offices on November 11, and our position remains unchanged 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

June 13, To Whom It May Concern: Best Buy feels that we have fully addressed MrS [redacted] concerns in the previous correspondence forwarded to your office as the services have been performed under the terms of the service Plan and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Tell us why here

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 After reviewing the customer’s account, she sent us a letter in March 2016, detailing an issue with a different DVD she purchasedA return letter was sent to her in April outlining our return and exchange policy for opened media which can only be exchanged for the same item and cannot be returned for a refundA gift card was also sent to the customer which was mailed separate from the letter Best Buy is unable to accommodate the customer’s request of a return for a refundPlease reference our Return and Exchange Promise at the following URL http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ reference the Special Considerations section, specifically Software, Movies, Music and Games Regards, Kathryn S