Best Buy Stores, LP - US Headquarters

Thank you for your partnership in bringing this concerns to our attentionCorrespondence regarding this matter has been brought to our executive resolution team for proper review.We are very sorry to hear about the described difficulties with our customers purchase and their attempts to receive a
price matchSince our Open items can vary in price by location, product condition, missing accesories, etc., these items are not eligible for price matching as dictated by our Price match PromiseHowever, as our records do indicate the phone calls made and the exceptions offered to this policy, we have processed an allowance to refund the original payment the as previously offeredWe would ask to allow 3-business days to allow the refund to be visible within our customers accountWe again sincerely apologize for any frustration and inconvenience and thank you for the opportunity to provide resolution to this issue.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have reached out to the customer and will be addressing her concerns directly with her Thank you

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer The customer's purchase is outside any Best Buy Return Policy. We would not be able to accommodate the customer's
request. Sincerely, Scott M

Dear Revdex.com, Thank you for forwarding this to our attention. We have resolved the customers complaint that was sent to your office by the customer on 8/7/2017. Best Buy has made the appropriate points adjustment to the customers account.Nevertheless, if there are any other questions or
concerns, please contact us.Sincerely,Best Buy

I am rejecting this response
because:
A representative did reach out to us via emailThe email included a phone number for the representative and his email addressWe tried calling the number and it went to voicemailAn email sent to the representative was met with a response stating they were out of the office until October

Final Consumer Response /* (2000, 7, 2015/10/14) */
Range was finally delivered to my home on Wednesday October 14, (days later), But still no resolution to my time and money lost throughout this debacle of service

Dear Revdex.com, Thank you for bring in this to our attentionWe are truly sorry for the inconvenience this caused Mr***Our records indicate that a case manager from our Appliance Delivery Escalation Team did contact him to assist with this but he had requested the order be canceledThe
order was canceled on 2/12/Mr*** paid for the order using PayPalBest Buy would have released the funds right away, however, the funds are applied to a customer's account in accordance with how their financial institution normally processes credits. Please let us know if Mr*** has not yet received his refundPlease know that we will also make sure his feedback about the experience is properly documented. Sincerely, Dan S.Best Buy

Dear Revdex.com,Thank you for presenting the follow up information regarding this issue. The warning that was triggered and issued on 2/9/reads as follows: Future Returns May Be DeclinedDear Customer,This return has been approved; however, a warning code was returned and you may not be able to make further returns or exchangesBelow is a toll-free number you can call for more informationOur decision is based on information provided by The Retail Equation (TRE)If you have questions, please call The Retail Equation's Customer Service Office at ###-###-#### (Monday-Friday, 8am-5pm PST) or if you prefer, you can write to The Retail Equation at P.OBox 51373, Irvine,CA 92619-Please have the transaction ID at the top of this slip, your ID number, full name, address and phone number available when you callYou may request a free copy of your Return Activity Report held in TRE's files for a period of daysYou may also dispute the accuracy or completeness of any information in your Return Activity Report.Again, the warnings issued to consumers go to protect a retailer like Best Buy from return fraud and/or return abuse. The warning code that was issued did not include an expiration after days. Best Buy stands behind the return denial.Thank you,David M

Dear Revdex.com,Best Buy goes out of our way to ensure that the proper timelines for returns are communicated to our consumersOur client's receipt clearly indicates that phones and carrier connectable devices are to be returned with in days.Since the phone was purchased on 7/(day one), our client
would have until the 07/to return the device and contractBased on date she spoke with the store, listed as 7/- our client was outside the return period.Unfortunately, Best Buy will not be able to accommodate the return of the contracts nor the phonesAccording to our notes, she was provided with a pro-rated refund on the mobile Geek Squad warranty.Thank you,Ash E

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.Thank you for your help on thisAs soon as you filed it was resolved immediately! -***

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about our gift card promotionMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about any confusion regarding the promotion 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
After reviewing your order it does seem that your should have been eligible to receive the promotional gift cardI have taken the liberty of sending one out the address you've providedThis can take 12-business days to arrive via USPS
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I am only responding because it said if the Revdex.com didn't hear from me by 9/18/they would close the caseI appreciate your help, but as you can probably already tell I am skeptical of the "checks in the mail" line as I have heard this for over a monthI will close the case and respond favorably when the gift card is physically in my hand and I can walk in the store and use it with no hiccupsthank you again
Final Consumer Response /* (2000, 8, 2015/09/17) */
Final Business Response /* (4000, 16, 2015/10/01) */
Hello,
I apologize for the delay!
I have gone ahead and reissued this card to the address provided
Thank you for your patience with us
Cassie E

Initial Business Response /* (1000, 11, 2015/10/27) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionThe quantity limit has been breached for this item is five per person per householdBest Buy will not be providing a price match as the first five purchased were outside of our
price match policy when this was brought to our attention
Please be advised that any mass purchases of an item should be made through Best Buy for Business
Thanks,
Initial Consumer Rebuttal /* (3000, 13, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased all of these items on different days at different timesThis is Best Buy again making up their own practices to suit there needs and not the customersI find it extremely hard to believe that I "breached" a quantity limit that is not specified anywhere in your practices or in your stores and was able to purchase more then on different occasionsI see now that you have a quantity limit on your web site but at the time of purchase this was non existentALL of my purchases within the day span I was promised when I became a "Platinum" rewards member should be honored by your company as promisedThis is not a suitable answer by any means and is another example of your company making up their own practices and not honoring the ones they tell the customersI am still expecting a refund for the amount desired and will take the appropriate means necessary up to and including reporting you to consumer affairs as well as small claims court if needed
Final Business Response /* (4000, 15, 2015/10/30) */
Dear Revdex.com,
Please refer to our "Low Price Guarantee" as found at:
http://www.bestbuy.com/site/Payment-Pricing/Best-Buy-Low-Price-Guarantee/pcmcat2...⇄ /> "Our Price Match Guarantee does not cover:
The online prices of retailers not listed
Contract mobile phones sold by any online retailer
Products shipped from or sold by third-party sellers (Marketplace sellers) on websites
Best Buy For Business transactions and BestBuy.com Marketplace items
Competitors' service prices, special daily or hourly sales
Any financing offers, bundle offers, free items, pricing errors, maoffers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor."
Best Buy has provided our final stance on this matter
Thanks

I am rejecting this response because: Lucas was made aware of the Microsoft Office and Home Inspector Pro software when I gave him my laptop and I was assured that my laptop would be returned to me exactly the same as I submitted itIt wasn't! They tried for more than a day to recover the lost data and when that failed, offered to send the hard drive somewhere that the technicians are apparently more competent, stating that for an additional (but yet discounted rate) charge, they would try yet again to retrieve the lost dataIt was also stated that there was no guarantee that this would work, but yet they wanted to charge me more for their incompetenceI was told that this could take as long as eight weeks and that they would let me use a hard drive while they sent mine awayAs I stated previously...I'm not interested in spending any more money with Geek Squad or Best Buy nor trust them with my computerAgain, as I stated previously, an acceptable resolution would be to credit the cost of the 24/support ($279.01) to the Best Buy credit account that it was charged to because I have no intention of ever considering the Geek Squad for any further servicesAlso credit the data backup cost ($79.99) to the Best Buy credit account that it was charged to.This is and was terrible customer serviceThe Geek Squad and Best Buy screwed up and lost my data due to the under trained technician(s) that I mistakenly trusted with my laptopI had four years and thousands of hours invested in the data that the technician(s) erased in one fatal swipeThe amount that I'm asking to be refunded is minuscule compared to the value of the cost of my time it took to create the data that was erased.Do the right thing!

I am rejecting this response because:I did not accept $to resolve this issue I have asked several times to speak to Sophia or the local store leadership team Per my conversation with both parties an additional $is owed Local store is stating Sophia needs to issue the additional amount I have requested a call from her as well as the store and district manager several times I can provide email threads if neededPlease contact me directly at ###-###-#### so we can resolve this quickly - enough time has been wasted

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concerns regarding the Whirlpool range purchase to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the Whirlpool range
purchased was received damagedThe Whirlpool range was a clearance item with the purchase price being discounted; however, stock is no longer availableMs*** was provided a $Best Buy gift card when they contacted our call center on 5/11/and offered an additional $Best Buy gift card and assistance in purchasing a comparable model by our Social Connections and Innovations representative Fey; however, Ms*** declined the $Best Buy gift card offered and requested a refund on 5/16/for the range purchase as the unit was no longer availableOur Bowie store processed the refund back to the original form of payment (C.C.) as per our return policy on 5/16/Thank you again for making Best Buy aware of this situationSincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus Tell us why here

I am rejecting this response because: I am rejecting Best Buy s response to show my dissatisfaction with the way they have not taken responsibility for the actions of their employeesBest Buy manager Cody said he couldnt take the phone back because there were no proceduresThen he and Corporate officer said they could take it back but AT&T rep would not take it backThey gave me the run aroundThere needs to clear chain of command when there is a problem that out of the ordinaryNone of the its after days, dead end/there is now way to help you responses Applied to my situation

Initial Business Response /* (1000, 7, 2015/08/31) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your computerMy 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 have had 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
Regarding your damaged screenPrior to attempting to repair any computer Best Buy evaluates the product to determine it's current conditionwe have documentation by our Geek Squad agents from 07/04/who explain that there is damages/scratches to the screen of the product prior to our handling it or sending it out for repair
Because of this Best Buy will not be able to compensate your for our computer
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E

Hello,Our General Manager spoke with the customer today and took care of the issue by replacing the lap top at no cost to the customerWe consider this matter resolved.Thank you,Anthony W

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear Revdex.com,
*** contacted the Best Buy executive offices via email on 9/30/The information she provided in her letter (the same as in this complaint) was forwarded to our Appliance Customer Care team on 10/1/They
specifically work on issues related to appliance installation and can provide the appropriate level of care to bring this matter to a resolutionA member of their team will reach out to *** if they have not done so yet, and will be her point of contact going forward
Thank you,
Dan ***
Best Buy Executive Resolution Team

Revdex.com,Thank you for bringing this to our attention. Please know we have been able to credit back $to the account used to make this purchase. Regards, Nick S