Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe have verified that the customer was in fact refunded for the 24/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 gestureThis gift card may take up to weeks at most to arriveIt 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 / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would accept $We are still having trouble with our computer and are probably going to have to buy a new one after thisAn external keyboard is not acceptable, it defeats the purpose of having a laptop computer- it's supposed to be portableWe accept the apology but not the fact that our computer is now unmanageable and the keyboard is damagedStaff themselves told us the keyboard replacement would be $plus tax Final Consumer Response / [redacted] (3000, 16, 2015/11/12) */ Hi [redacted] , thank you for writing backIs 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 futureIf this isnt an option, perhaps they could just give us the option to cash out the gift card? Thank you, [redacted] Final Business Response / [redacted] (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,

Dear Revdex.com, After working with WarranTech, the company that is contracted for service for Pac sales warranty repairs, it has been confirmed that service took place on Ms***'s appliance on 08/We sincerely apologize for the delay in service (and in this response) Please let us know if you have any additional questionsBest,Cassie EExec res Sr

Dear Revdex.com: Thank you for sending this on for reviewProduct Availability can be challenging to manager and especially frustrating for customersBest Buy does its best to anticipate the demand and manage the pre-order fulfillment accordinglyHowever, we are at the mercy of the product suppliers as wellNo policy was broken or contract violated and Best Buy does not compensate for inconveniences in this capacity

Dear Revdex.com,The customers [redacted] refrigerator which she paid plus tax was replaced with a [redacted] SKU priced at and was delivered 11/14/2016.Best Buy considers this matter resolved.Thank you.Larry S

Revdex.com, Thank you for bringing this to our attentionWe are very sorry to hear that the customer has had some challenges with their claimPlease know that I reached out to our claims management team, and our delivery leadership who have been working on this matter At this time we can confirm that DSI has been in contact with the customer, and are moving forward on resolving the claimClaim resolves can take some time, and although we do not have a timeline, the issue is being addressed Thank you again for allowing us to address these concerns Regards, Sarah L

Dear BBB,Thank you for sending this for review I have spoken to the customer and after reviewing the case offered to make an exception for him and let him keep the defective product so he does not need to bring it back to the store. The exception is store credit which the customer respectfully... denied. The customer was outside of the return and exchange time frame which is 15 days - it is printed on all of our receipts as well as on our website. I have documented our offer as well as the customer decision to decline this under case number [redacted] . Cash is not an option since we do not provide refund in the same form of payment if it's outside of the return and exception, if we do decide to make an exception the exception it would be store credit. In this case we decided to make an exception for the customer because the product was defective.Thank you ,Best Buy

Dear BBB, Thank you for bringing this matter to our attention. First of all we are very sorry to hear of the setbacks endured by the customer when dealing with this. Please know that we have forwarded this complain to Sedgwick, who is the party that handles General Liability claims for Best... Buy, and received confirmation that the customer(s) have been contacted. The customer(s) will be working directly with them and to the appropriate parties to bring this matter to a resolution. Thank you.

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

Dear Revdex.com,Though we can understand the customer's concern, Best Buy would not contact a customer in the stated behaviorsAs discussed on the phone with Mr***, the information he posted in his initial complaint is public record and he did provide he tracking information on itSomeone may have took that information and has been in contact with him as he statesBest Buy would not contact a customer in the manner statedPlease direct the customer to reach out to the proper authorities.Regarding the original complaint, the customer has verified he received the refund.Thank you,Best Buy

Dear Revdex.com,Thank you for contacting us regarding this matter After reviewing the internal information in our system, Best Buy has verified the appointment that was scheduled on 6/7/and took place on 6/10/ After the appointment was completed, the customer contacted Best buy for additional service Best Buy has attempted to schedule a return visit to get the issues the client is facing addressed Voice mail messages have been left for the customer As soon as we hear back from the customer, the appointment will be rescheduled Thank you,David M

I am rejecting this response because: It's the definition of advertising When you have something offered for a price, and then when someone buys or trys to buy that item, gives you their money, and are expecting it to be delivered, and you then cancel the order, that's advertising Your response does not come close to giving me satisfaction in regards to this error on your part including the canceled order

Dear BBB We have tried to contact Mr. [redacted] and have not received a response. We will be happy to resolve this matter if he would please respond to our voice messages.Thank you,Larry S

05/21/2018To whom it may concern,Best Buy has reached out to the customer and discussed this situation through our Geek Squad Appliances Escalation team It has been determined that due to the issues with the refrigerator the customer will be directed to return to our local store to re-select the product Additionally, as there was damage reported to the customer's home, we have created a damage claim with Best Buy's liability claims administrator Sedgwick to investigate and repair the damage Nevertheless, should any further issues arise, please feel free to reach out directly for support

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 purchased a new iPad. The order number is BBY01- [redacted] .

11/17/2017To whom it may concern,Best Buy has spoken with the customer and explained that due to plumbing needs, we had to contract a third party for the delivery of this order As a result we would have to send the same type of contractor for any work involving plumbing As it turns out, the order in question was canceled and refunded To address the damages, we opened a claim with our third party claims administrator Sedgwick to review and they will be able to work with the customer to resolve the damages In addition, we offered a gift card for the appliance that was taken without the customer's consent Nevertheless, should the customer have any further issues arise, please feel free to reach out directly

Dear BBB,Thank you for sending this over for review. I have called the customer and left a voicemail with my direct phone number as well as his case number [redacted] for further assistance.Thank you,Karla

From the CONSUMER: Sent 3/20/9:02:PM Read by d [redacted] @321message.com on 3/20/9:02:PM I am rejecting this response because: I did finally receive a call from Kate (just Kate no last name) who apologized profusely for their shabby, incompetent and incomplete workNo reason why other than the person might have "made a mistake" - still no documentation from them with exactly what happened (although she says they have documentation on file!!!) and why this person crippled my machineKate offered me a full refund on my service package purchase (good thing) and also offered me a free in-home service to have their "more experienced agent" fix the issue I was having with the windows updateHowever, I received a follow up email from Kate also today and my FREE in-home visit was stated as a "discount" (no mention to the amount) and after I specifically said that I did not want to schedule anything until I had a chance to assess the riskShe made things worseEven their supervisors partake in double speakI, and everyone I ever speak to or write to again will be boycotting best buy from this point forward

Initial Business Response / [redacted] (1000, 10, 2015/07/16) */ Revdex.com, Thank you for bringing [redacted] concerns to our attentionI apologize for any inconvenience this may have causedIn researching the customers concerns I partnered with the store leadership team to gather additional information The customer stated they were delivered a defective refrigerator which caused $in food lossPacific Sales does not provide food loss reimbursements to customers for defective product whether it is inside or outside of the return exchange periodI would recommend that they contact the manufacture of the refrigerator as they are responsible for producing the product and covering the warranty on the unit The customer is also asking to be reimbured for their delivery chargeThe customer chose to have a 3rd party company come and pick up the refrigerator from our store and deliver it to their homeIf the customer would have chosen for our delivery teams to deliver the unit there would not have been a fee but it would have taken longer for the customer to get the unit because the warehouse would have had to pick it up from the store, check it in and then deliver it to the customerPacific Sales will not be reimbursing the customer for their initial delivery fee The customer stated that the team that came to pick up the refrigerator was supposed to move and reinstall the previous one and is asking that we cover the cost to have someone go out and reinstall their previous refrigeratorMoving any additional units besides what we are delivering or taking away is not a service that Pacific Sales or our delivery team would have providedThis could cause additional problems and could leave Pacific Sales or the delivery crew responsible for anything that could have occrred during this transition exproduct or property damagePacific Sales will not be reimbursing the customer for the cost to have someone move and reinstall their previous refrigerator Again, thank you for bringing the customers concerns to our attentionUnfortunately we will not be providing the customer with their desired resolutionPlease feel free to let me know if you have any additional questions or concerns Kind Regards, Kendra Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed the Pacific sales employees advice and recommendation for the out side delivery, they even gave me the phone number for that companyAlso PS employyes gauranteed that the fridge was never sold or ever been used beforeI am not surprised by their response since the proved they are not trust worthy I still hope they take some resposibility for their products and promises as it did cost money to deliver a non-working appliance to my home.and havinag to waste alot of groceries for being without a fridge for days Final Business Response / [redacted] (4000, 14, 2015/07/28) */ Revdex.com, Thank you for forwarding this to our attentionPlease understand that per the customer's own admission, they wanted to have the unit brought to their home direct from the storeThis is not how our delivery process worksAs this is the case, the customer was presented with the option of either self-delivering, or utilizing a third partyThey knew their options and knowingly chose not to use our delivery serviceWe would have happily delivered the unit; however, the customer did not want to proceed this way as we utilize a warehouse which is procedure for most retailers As the customer utilized a third party in order to have the delivery done in their desired way, we are not responsible for anything further, including picking up the fridge for returnAlthough this was the case, we made a onetime exception to do this for the customer; however, as stated prior, could not connect the old unit for liability reasons We are not liable or responsible for any of the customer's choices, and regarding the functionality of the unit, we do not warranty the product and this would need to be directed to the manufacturer We went above and beyond to try and assist the customer, and are sorry that they feel this way; however, Pacific Sales will respectfully be declining any compensation requests for this scenario Thank you again for allowing us to address these concerns Warmest Regards, Sarah L

Dear Revdex.com,I have included a copy of the service order that [redacted] signed when picking his computer up from the Geek Squad in April of This particular repair actually had a day warranty, which the customer signed off on This information can be found highlighted under number in the Terms and ConditionsAs this repair was performed months ago Best Buy will not be providing any further services at no chargeIf [redacted] feels the hard drive itself is defective he may contact Western Digital directly regarding the maufacture warranty on their itemDue to this signed agreement, Best Buy does consider this matter closed.Thank you

Dear Revdex.com, Thank you for bringing this to our attentionThe iPhone X's that were purchased were universal and unactivatedThese models were exclusive to Best Buy and it is a different model number from the unlocked phones offered by AppleTherefore, we cannot provide a price match as it does not fall within the terms of the guarantee Thank you, Dan S.Best Buy