Best Buy Stores, LP - US Headquarters

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 Our Appliance Customer Care team worked with Ms [redacted] on the delivery issues she encounteredDelivery was completed on 12/12, and a check will be sent as a customer service gesture to the address provided to the Revdex.com Best Buy considers the matter closed Regards, Kathryn S

Dear BBB,Thank you for bringing Mr. ***'s concern to out attention. We have collected the orders in question from the customer and have been able to review. Our findings are two of the three orders have been refunded back to the original forms of payment and the third order failed during the... payment processing. We are attempting to reach the customer again to inform him of these findings.At this time Best Buy considers this matter closed, however, we will respond accordingly if new information is brought to us.Thank you,Best Buy

Initial Business Response / [redacted] (***0, 5, 2015/10/09) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the [redacted] Radeon Rgraphics card purchased from our online store to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the manufacturer did not fulfill the promotion they offered for 3-free games advertised on their box/packaging As a customer service gesture, we will be sending a $ [redacted] Best Buy gift card from our corporate office to enjoy some shopping on usThe gift card should be received in approximately to business days In addition, Mr [redacted] can contact [redacted] directly through the manufacturer's website for support or the phone number below: http://xfxforce.com/en-us/support/get-in-touch USA Headquarters [redacted] - U.S.A [redacted] Ontario, CA USA Technical Support Call us at [redacted] - 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, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate BestBuys effort in resolving this situation and will accept this resolution since I can no longer return this product (already paid for installation)I did contact [redacted] on several occasions and was denied of this promotion claiming the promotion was expired (no expiration date printed anywhere on the promo/package) and Bestbuy should not have sold this product

Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquartersThe complete details of Best Buy's price match policy are available at BestBuy.comAmong the requirements for an item to be eligible for a price match are that the item cannot be advertised as being of limited quantity; The screenshot that was submitted with this complaint shows no name of the competitor, and the ad specificies a limit of per customer, while supplies lastAlso, as the screenshot of the competitor's ad does not indicate the name of that competitor, the offer could not be verified as being from an eligible competitor even if the ad had not specified limited qantitiesMr***, I apologize for your disappointment, as we value your businessThe requested price match unfortunately does not meet the requirements of our price match policy.Thank you for making Best Buy aware of this concernSincerely,Brian P ***Executive Resolution SpecialistBest Buy Brian.***@BestBuy.com ###-###-#### [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer We worked directly with the customer and resolved this case on 12/We provided a full refund for the requested amount and apologized for the system error The customer has our contact information and please direct him to us if he has any further questions or concerns Thank you, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr C [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 HeadquartersI am sorry to hear that your [redacted] refrigerator/ freezer has become dented insideI apologize for the inconvenience and frustration the matter has caused youUnfortunately we are unable to substantiate any conversation you had in the store The Warrantech Plan that you purchased, per its terms and conditions, does not cover physical damageTherefore, Best Buy is not able to accommodate your request for a replacementBest Buy considers this matter closedThank you for your patience and again, I apologize for your experience, as we do value your businessSincerely, Larry S

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to us againWe understand that there could be a multitude of reasons around the holidays that prevent customers from making it to the store in time to make a return or exchange, which is why we extend the return period to days for most customersWe have already provided our stance to the customer, and that stance remains the sameSince one exception to our return policy was already made, we will not be making another and consider this matter fully addressedSincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

I am rejecting this response because: I have included screenshots that show the promised awarded point amounts that have not been awardedBest Buy claims that only points are awarded per phone and renewalThe included screenshots show this is clearly wrongSince I was offered these promotional points by Best Buy (and I had been offered a $gift card for each iPhone SE I had purchased the month before, so they have offered promotions outside of the points before), and I accepted the offered points, I am due those points.Best Buy has also provided no details nor justifications as to why they have awarded me the amount of points they haveThey have not provided details as to what points match up with what purchaseDoing show would clearly show the deficit in pointsAbsent that information I created a spreadsheet with dates, order numbers, promised points, and points actually awarded that demonstrates the missing pointsI have copies of each order and screenshots to back up that spreadsheetSome BestBuy representatives have tried to say that the points were a cumulative award to be awarded later If it were true, on 8/11, why was I offered points for a SILVER Sprint SEdge but only points for a BLACK Sprint SEdge? I accepted both of those offers during the day at workhours later , at home, I was again offered points for a SILVER Sprint SEdge? Why would the amounts differ if they were a cumulative award based on previous purchases? Also, why would I be offered the same amount of points hours later after I had already made the purchase that awarded me "cumulative points based on previous purchases"? I also have a screenshot showing Best Buy's website being out of sync with Sprint's websiteNotwithstanding the reason, I am still due reward pointsI have included screenshots of my purchases on BestBuy.com and the points I was offered from BestBuy as proofI can include the other documents as needed

Dear Revdex.com: Thank you for sending this on for our review and assessmentI have reviewed this product details and specs, as well as imagesI have consulted with two different Geek Squad expertsThe client's description of their laptop matches the stock photos (see attachment)Best Buy cannot substantiate any of this customer's claimsFurthermore, the back casing plates are not interchangeable and cannot be affixed to just any laptopThe interior parts and the motherboard contain the inner workings of these USB ports, the case just has cutouts to match themWe gave him back the very same computer he brought in for software serviceBest Buy closes this matter firmly and will not be issuing a replacement or a refund

I am rejecting this response because:
There has to be a way to determine whether a Prepaid Card has been used or not. This is just laziness.I will make sure my next electronics purchase is NOT from Best Buy

I am rejecting this response because:
This is not a reasonable response and the company has lied more than once On this Their comparable models were nothing close to the product I was looking forAlso the representative explained that the item was discontinued which again was another lieThey offered a $gift card and an apology but that was a joke to even consider thatThe company itself has many flaws and unfortunately the customer always pays the price

Dear Revdex.com: Thank you for sending this on for reviewThe terms and conditions are indicated on the sales receipt and sent to the customer via e-mailWe cannot possibly account for conversations that may have taken place, or if an employee stated inaccurate information
To be safe and thorough, we document the terms and provide them to the customer at the point of saleThe Terms can be accessed on bestbuy.com: file:///C:/Users/A1233217/Downloads/gsp_2015_09_13_to_current_v10_english%20(6)....⇄ of the terms states: "Replacing your Covered Product with a product of like kind and quality and of comparable performanceIf we replace your Covered Product, the following may apply:Replacement products and parts may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts..."We will are not obligated or able to replace his item with a "new" device nor refund his coverageThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.A helpful gentleman from the home office addressed all of my concerns Thank you for your kind assistance

Revdex.com, Thank you for sending us this informationI connected with the customer over the phone personally today, and we were able to come to a resolutionWe placed an order for an upgraded model for the customer at a discount, allowing her to use her E-Gift CardThe delivery is scheduled for this Saturday, and the order number is BBY01-***Thank you again; we are very happy to have been able to find resolve for our customer. Regards, Sarah L

Dear Revdex.com - We are unable to find any purchases under the name of the person that Mr *** has referenced on the date that he states he bought the hard drives. We have reviewed all of the options that Mr*** has provided us in this Revdex.com complaint and in previous calls to our customer
service agents and there is no record of a purchase of hard drives in our system. Additionally, the customer is outside of the return/exchange policy for Best Buy purchases, therefore, we are unable to offer a refund or exchange of the hard drive. Regards, Amy

Dear Revdex.com, Best Buy feels that we have fully addressed customer return concerns that were forwarded to your office in our previous response and we maintain our position. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you, Dean *** Executive Resolution Specialist ###-###-####

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationMr*** accepted in good faith a check in the amount of $as final resolution for this issue, and Best Buy will not be issuing additional compensation.Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie E***

Dear Revdex.com: Thank you for sending this to Best Buy for reviewThis customer has already escalated to the Executive Offices, as well as petitioned the Office of the Attorney GeneralBest Buy has given its final resolution on the matter, which is that damage claims are handled entirely by
SedgwickSedgwick may coordinate solutions with the third-party delivery/install service providers, as deemed appropriateIn this case, I see a check was requested for the damages; however, I cannot ascertain whether the customer yet received that paymentFor continuity, I have sent the customer’s complaint to Sedgwick for inclusion to their case; however, all further correspondence will continue being handled through them, not Best BuyThank you!

Dear Revdex.com, Please inform the customer gift cards can take 7-business days to create and send outWe have verified they have been created and should be mailed out if they have not alreadyPlease keep their eyes open for thosePlease direct the customer to our website, BestBuy.com, to review our Conditions of Use"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-free." Though the item may have been available when the order was first placed, the stock may have been depleted so it was delayed in shippingThis adding to the delay with USPS pickup may have been what caused the late deliveryThe customer accepted the other gift card and discount on his purchase when this was addressed.It is our understanding the store manager situation was addressed and the customer accepted the gift card as a gesture for this. Best Buy feels that we have fully addressed Mr***'s concernsBest Buy has provided our final stance and that stance remains the same. Thank you,Best Buy

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 positionWhile we can see that the customer contacted Best Buy, we cannot substantiate that they were told the price match would be honored. Additionally, Best Buy offers a day return and exchange periodUnfortunately,as the TV is now far outside of this time period, Best Buy is unable to provide a return or exchange on this TV.Thank you again for making us aware of this situation.Kindest regards,Cassie EExec Res Sr