Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Revdex.com:
Thank you for bringing this customer's concern to our attentionOn behalf of Best Buy, I apologize for any frustration that this matter may have caused
The customer first contacted our store regarding his
billing concerns on 06/and spoke to TonyAfter speaking with our Sprint representative, an e-mail was sent to the customer in Spanish to explain the bill breakdownThe customer responded to the store and arranged to meet with one of our employees on Monday or Tuesday to go over the chargesThis appointment was missedOur store has re-contacted the customer again, and we expect to meet him on Thursday, 06/to go over his bill
As per the customer's signed installment billing agreement, the customer set up payments for the iPhone with a sale price of $The first payment received on 04/was for $and each of the next monthly-payments is $All of these prices and breakdowns are listed on the installment billing agreement which the customer signed and had a chance to review prior to finalizing the sale
Our El Paso store will continue to work with the customer to clarify the billing and provide assistance as needed
Sincerely,
Ana T
Executive Resolution Team

Initial Business Response /* (1000, 5, 2016/03/07) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I apologize for the misinformation that Ms*** received regarding Best Buy's return and exchange policyOur policy excludes returns of damaged
merchandise
Ms***'s satisfaction is important to usAs a one-time exception, I have processed a full credit card refund of the grill back to the credit cardThis $refund will post within 24-hours at most
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612)***
Initial Consumer Rebuttal /* (2000, 7, 2016/03/07) */

Dear Revdex.com,Thank you for bringing Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience caused to the customer.After reviewing the promotion qualifications and the customer's purchase, we have found that because the customer paid full price for the phone, she is
not eligible for the promotion, as it only qualifies for the AT&T installment plan.At this time, Best Buy will not be issuing any compensation for this issue and we consider this matter closed.Sincerely,Kelsey F.Executive Resolution Specialist

Dear Revdex.com, Thank you for bringing the customer’s order concerns to our attentionI have called *** *** and apologized for her order cancellation concerns. Informed her Best Buy has blocked authorizations on order BBY01-***. Due to customer experience, offered a $***
gift card as an invitation to returnCustomer is satisfiedThank you, Dean *** Executive Resolution Specialist ###-###-####

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. the BESTBUY staff did a great job.....they were outstanding !!

June 28,
To Whom It May Concern:
Best Buy apologizes for the inconvenience of the concerns outlined by *** *** in her complaint to your officesThe order could not be cancelled as it was too far along in the processingThe order has shipped and will have to be returned
in order for a refund to be processed as requested by Ms***Nevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Senior Executive Resolution Specialist Best Buy Corporate Campus
Terrance ***
terrance.***@bestbuy.com

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous responses, and we will not be providing it additional consideration. Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie EExec Res Sr

Thank you for writing back on my caseIn the interim between when I filed the complaint and receiving Best Buy's response, my online ordering was indeed reinstatedIn total, I was blocked for online orders for a week.I agree that the issue is resolved on the contingency that Best Buy understands that I NEVER violated the terms that are published as part of the GCU membershipThe response from Best Buy does not convey this understanding and quoted a terms clause that I did NOT violateI thought I was very clear on this in my original complaint, but based on the representative's response, it seems they have not fully looked at my case. I ordered 3x copies of a title (Dishonored) for the XBOX One (counting limited editions/ GOTY / etc...)This hits the limit, but does NOT exceedI also ordered 3x copies of the same title for Playstation This is ALLOWED under the GCU policyThe 3x limit is per PLATFORM (gaming console).I have been a very loyal customer and have always respected these termsI understand that Best Buy also withholds the right to cancel any order they deem in excess (even if it is less than the 3x game limit)This is in their general T&C, NOT the GCU membership termsCanceling an order based on this clause is one thing (not great, but its acceptable), but it's not acceptable to block online ordering altogether based on this clause alone.It has also come to my attention that Best Buy has an auto-fraud prevention measure that kicks in when multiple orders are submitted in quick successionThe result is a temporary block on online ordersThis is exactly what I did on Black Friday and what happened to my accountIt's not totally clear that the block was actually due to exceeding the order limitIt seems that this fraud prevention was very likely the cause of the temporary block. It seems like my first order for 3x games may have been cancelled because of the subjective call that it was excessiveThe subsequent block on other orders may have then been because of this auto-fraud prevention measure.I'm glad that I can place orders online again and will move on from thisI am disappointed that I was unable to order everything I wanted from the Black Friday sales, but ultimately was able to purchase the rest of the games I wanted from Target and Gamestop for the same price, so it's Best Buy's loss, not mineHopefully this unpleasant experience will not occur againI am an Elite Plus member and do most of my shopping at Best BuyI would like to keep it that way

I am rejecting this response because:
Items are identical Price Match promise is a scam, and I will return my entire purchase if this is not rectified No wonder best buy revenues have declined every year since

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the recent cancelled online order to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe Apple
iPod is advertised as a clearance item and stock is constrained or limited to what may be available in our inventory Under Conditions of Use for purchasing on our website, it states the following: 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 the above information for clarificationWhile we apologize again if the clearance iPod Mr*** wished to purchase was no longer available for pick up at stores in their area or online shipping (as the website states), we would be unable to accommodate their purchase request on the iPod 16GB 5th Generation purchase request As a customer service gesture of goodwill and a better Best Buy experience, we will be sending Mr*** an $** Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com - We have contacted Ms*** directly to address her concernsRegards, Amy C

Dear *** ***, We thank you for bringing your concern to our attentionUnfortunately your television is well outside of our return and exchange periodAccording to our records the television was picked up at a local store as a sealed, new in box unitBest Buy is unable to substantiate the condition of the television once it left the store and was in the customer possession from pick up to nowWe apologize for any inconveniences this may cause. Thank you,Best Buy

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer We left the customer a voicemail detailing our actions for this issueWe have sent a return label to the email address
provided to the Revdex.comThe customer should check the spam or junk folder if it is not in the inboxWe have also requested a new game be shipped to the customer at no chargeThe current ETA for delivery is 6/22, but please know this date is only an estimateThe customer may follow the progress of the order by signing into his My Best Buy account Best Buy considers the matter closed Regards, Kathryn S

Revdex.com, Thank you for bringing this to our attentionPlease know that if a customer claims that a package has not arrived, we would at that point defer to UPS, the delivery company, to investigate UPS states that they have verified the product as being delivered to the customer's address
As such, there could be several possibilities as to what may have happened to the package, including but not limited to theft, in which Best Buy is not responsible for That being said, we can empathize with the disappoint, and are willing to make a onetime exception in good faith to refund the customer in full for the orderI have issued a full credit of $to the customerThis should be reflected in the next week, of not sooner Thank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

I am rejecting this response because:I was not given a receipt at the time of the purchase

I am rejecting this response because: The reason why I rejected the response is merely the fact that it is stated that the phone was delivered to the store on 09/21/and that I was not there to pick up the phoneI received no email and no phone callsI waited until 09/24/to decide to call the store and was told that nothing came inI was then instructed to call back in a weeks time which I didI called every Saturday until October 22nd when I decided to visit the store in person and speak with someone, I was then inform at that time that the phone did come in and that it was soldSo to the point of Best Buy saying that the phone came in and that we never came to get the phone, that is FalseNow that I have been contacted a store manager (Kramer)he explained that he was unsure why no emails or phone calls was sent out, he explained that they (Best Buy) have been having issues with Yahoo emails and that sometimes it gets sent to junk/ spam folders, he further stated that he was unsure of why I did not receive a phone callTo the satisfaction of closing this complaint the best buy manager (Kramer) did offer to resolve the issue, by providing a IPhone Plus Rose Gold 128GB instead of the 256GB, I advise that we were not willing to take a less superior phone over what we wanted, and I further advised that I instead went through my carrier (AT&T) who provided exactly what we wanted and offered to have the phone hand delivered in daysSo in retrospect I ordered the phone from my carrier (AT&T) on Friday night and it was hand delivered on Sunday at 3:PMI spoke with the best buy manager (Kramer) on Saturday after I had ordered the phone from My carrier (AT&T) and told him I was no longer looking for a phone from best buy, he then offered to pay for the accessories for the phone with a 50% discountI did accept the offer and considered the issue resolved So in essence I will consider the matter now resolved, and thanks to the swift action of best buy and their local store management, specifically Kramer, I do appreciate the quick response in resolving the matter and myself and my family has been a longtime patron of Best Buy, and I hope to continue my business relationship with Best buy in the futureAlso thanks to the Revdex.com for helping to mediate and correcting this issue.*** ***

Initial Business Response /* (1000, 6, 2015/07/21) */
Email sent to Mr***:
Dear *** ***:
Thank you for contacting the Revdex.com regarding your girlfriend's computer purchase concernsI'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to me
for review
***, I was very sorry to hear of the difficulties your girlfriend has encountered with *** computer purchase and I appreciate you bringing her concerns to our attentionI have reached out to our Matt, our Frederick, MD Operations Manager, and he has informed me the computer has been returnedAlthough, I'm glad the return was completed, I realize that required additional time and expense to complete and would like to offer a $*** gift card to help offset any cost and as an invitation to visit Best Buy againPlease reply to this email with your girlfriend's name/mailing address, and I will be happy to request the gift card
Thank you again for making Best Buy aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns
Sincerely,
Dean ***
Executive Resolution Specialist
(612) ***
***@bestbuy

Revdex.com, Thank you for bringing this to out attentionPlease know that our policy does state that we cannot return or exchange damaged productWe tested this unit, and found the unit to be physically damagedWith that being said, the store is willing to offer an exchange of the television as onetime
exceptionThe store has reached out to the customer, and are awaiting a reply so they are able to move forwardThe customer can reach out to Pedro or Robert in the store to proceedThank you again for allowing us to address these concerns Regards, Sarah L

I am rejecting this response because: the agreement was explained to me by the representativeHe must have explained it incorrectlyShould I not believe what is told to me by a best buy team member moving forward? I was lied to by the rep and Best Buy is not helping me outDo you think I would buy something for $then wait years to try and rip you off? NoI was lied toI would have never purchased this if it was explained properly

Dear Ms*** - We are terribly sorry that your Microsoft Office card was not activated prior to being shipped to you. We have notified the leadership for our distribution center so that they can address this with the employees who are picking and mailing these cards. As a customer
service gesture we have requested a $*** Best Buy gift card to be mailed to you at your address on record. You can expect to receive the gift card within the next weeksAgain, please accept our apologies for your negative experience. Regards,Amy C