Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/06/09) */
Dear Revdex.com,
Thank you for bringing this to our attentionAccording to the promotional terms and conditions located at http://www.bestbuy.com/site/promo/lg-g3-140165:
"$gift card with monthly installment plan for Verizon Edge, AT&T Next
or Sprint Easy Pay."
and
"Best Buy may require an existing line of service to receive a new 2-year plan."
Our records show the customer chose to keep the existing AT&T planPer the terms and conditions, this would disqualify the customer from the promotionBest Buy will not be able to honor this promotion
Sincerely,
***
Best Buy Corporate Office
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is classic bait and switch illegal tactic employed by BestBuyI successfully placed order online through bestbuy.com for this promotion http://www.bestbuy.com/site/promo/lg-g3-two times and after I receive confirmation and ready for store pick up email, the store associates are not willing to help, because I guess they do not get compensated for online ordersThey recommend cancelling order and starting fresh after which they try to peddle a new line or increase in data plan which I refuse and they then tell me they cannot help me outThis happened with online orders and since I needed a new phone right away I provided my AT&T credentials to the store associate who hideously upgraded my data plan with AT&T which I only realize when I get the customer summary agreement from AT&T and get socked with a $monthly increase - classic bait and switch from Best Buy with no omnichannel integration
Why can't Best Buy fulfill order placed online for store pickup and why do the associates try to sell the customer an upgrade to data plan or add a line when you go to the store when the customer has already completed the order online and provided the AT&T credentials during the online order process - I should just be able to walk in the store, show my id and pick up my phoneIn this case, the associates played the deception game by cancelling the order and promising to place the exact order in the store only to be told - sorry you have to buy another line or data add-onPlease explain this bait and switch behavior happening in your physical stores
Final Business Response /* (4000, 9, 2015/06/10) */
We feel we have fully addressed this complaint and will not be able to take further action

Date 06/16/
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as I have reached out to the customerWe have come to consensus and setup an order for appropriate items including matching screen
protector and protective caseNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
###-###-#### Direct ###-###-#### Fax
Senior Executive Resolution Specialist Best Buy Corporate Campus
Terrance ***
*** Ideation, Context, Maxmizer, Activator, Communication

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office and has provided our position on this matterNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.After reviewing your call history and order I have taken the liberty of refunding you $on your orderThis will go back to your original form of payment. I sincerely apologize for
your experience.Thank you for making Best Buy aware of this concern.Kindest regards,Cassie E Exec Res Sr

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence has been brought to our Executive Resolution Team for proper review. Our GSP teams did cancel and create a fund back to the customer however it has not processed at this time. We are
issuing a physical mail check to the customer with the address listed above for the refund. Best Buy considers this matter closed at this timeBest Regards,

Dear Revdex.com,Everything has been completed; however our services team has not heard back from the customer and he should get in touch with his case manager at his earliest convenience Thank youGail D

Dear Revdex.com: Thank you for this referalI can assure you we did not maliciously sell a service knowing that did not have not local bandwidth to provideThat being said, it is entirely reasonable that a customer would expect to be able to use the car starter during winter monthsSince there are no
appointments available, I made an justified exception and refunded the installation price of $

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. Best Buy has sent, and we have received, a replacement phone free of charge. Assuming the phone works properly, this resolution is acceptable. Best Buy has given us days from receipt to make decisions regarding the phone.Best Regards,***

I am rejecting this response because this company still have yet to have my concern resolve there was another appointment schedule for saturday june where I was informed the tech would be here after 1pm.Unacceptable this has been going since may 20th and everytime before when my appliance needed serviceI just want not to have to deal with this company and the poor service they provide no customer should have to go thru this

I am rejecting this response because: Since I filed my initial claim I received a call on 10/5/stating that Best Buy had my refrigerator in stock and would deliver it on 10-9-That same day I received a new confirmation email from Best Buy confirming the 10-9-delivery date and timeOn 10-6-2017, (the very next day) I received another confirmation email from Best Buy stating that my delivery was set for 11/18/2017. I thought the email was sent by mistake so I called 1-888-BEST-BUY to confirmThey told me that the soonest delivery date was 11-18-and they had no record of someone calling me the previous day. I offered to send them the confirmation email stating the 10-9-date but they told me I needed to talk to the warehouse. It seems like every time I call the 1-888-BEST-BUY Number they tell me I need to talk to the warehouse and after I get connected to the warehouse they tell me I need to talk with the store. After expressing my frustration to the Warehouse Manager, I received a call from Elizabeth at the Best Buy Expedite Center on the evening of 10-6-2017. She told me there was a delay from the supplier. She suggested I go to the store and discuss other options but I told her I already had received the first new Maytag appliances and I wanted them all to match in appearance. Elizabeth provided her direct number to me and said she would do her best to try to locate a unit. I will never understand how one day Best Buy calls and tells me my unit is in stock and ready to ship and the next day day the delivery date is moved out days in the future. Did they deliver my unit to another customer? Very frustrating! I hope Elizabeth is able to locate a new unit

I am rejecting this response because:
The terms on the site changed to state that sale items are not eligible for the promotion after I placed my orderAlso, the terms state that the computers listed are just a sampling of those eligible: Or, shop all laptops, desktops, all-in-Or, shop all laptops, desktops, all-in-ones, tablets, or smartphones with a plan, and then add your qualifying selection to your cart. Return to this page. Select a featured printer below by clicking the Add to Offer box, and then click the Add to Cart button at the bottom of the page.Or, shop all inkjet printers, and then add your qualifying selection to your cart., tablets, or smartphones with a plan, and then add your qualifying selection to your cart. Return to this page. Select a featured printer below by clicking the Add to Offer box, and then click the Add to Cart button at the bottom of the page.Or, shop all inkjet printers, and then add your qualifying selection to your cart

Initial Business Response /* (1000, 5, 2015/06/25) */
June 23,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as the television in question has since been processed for an exchange under the coverage
of the service PlanNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To get this issue resolved after months I had to contact the regional manager several times
I learned that when you buy Geek Squad protection and your TV is returned because it is defective you have to pay for this protection again on the replaced TV
At no time when I bought the protection was I told this would happen if the TV was defective
Because I questioned if this practice was legal I was not charged for this protection
I did have to go to the store and spend almost two hours while they processed the paper work to replace the TVThis was difficult because I just got out of the hospital
Last we spent $on a new router and modem because the Geeks said the problem was the router & modemThis was not correct it was the TV
Final Business Response /* (4000, 11, 2015/07/28) */
July 27,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** in our previous response as the television in question was replaced under the coverage of the Plan and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

Dear Revdex.com, Best Buy feels that we have fully addressed customer’s dishwasher replacement request 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, Thank you for your partnership in bringing this matter to our attention. The customer correspondence has been brought to the Executive Resolution Team for proper review. We apologize for the frustration and inconveniences that this may have caused. Unfortunately, due to
the limited quantities of the item(s) available at the promotional price over the Black Friday weekend we are unable to match the price/promotion. Again we apologize we are not able to assist in the customer desired requestBest Regards,

Dear Revdex.com,We looked into the order for Mr***, and based on the sales receipt he ordered the DJI Phantom Sku # This is the item that shippedThe promotional item with the free VR headset was for the Phantom 4. Best Buy feels that we have fully addressed this concern.Thank
youGail D.Best Buy

I am rejecting this response because:
I requested a full refund These suggestions include spending more money to receive what I already ordered and paid for Store credit does me no good, as I was promised a product that Best Buy cannot deliver, so I need to look elsewhere. I explained to the salesman my laundry room sand he assured me the delivery team would be able to have the doors opening opposite ways as the store models were set up He used it as a selling point If you look at the original order in Best Buy's computer system, you will see one door with a "right" orientation and one door with a "left" orientation I watched the salesman put in the order What I ordered is not what got delivered I did not wait for the return period to expire, I called the store the very same day the machines were delivered when I got home from work I told the store manager that the machines were not what I had ordered and requested to return, but he said things could be fixed They have not been fixed, and Best Buy is denying the return I asked for within the return policy period Since the machines cannot be set up how they are advertised in the store and how I ordered them, I expect a full refund so I can go somewhere else that will provide the correct product for the price I paid

I am rejecting this response because: upon making the purchase of the protection plan, I was advised that the protection plan covered everythingNot once was it mentioned that there was a service fee for damage to the phone when needing to have it fixedNor was the fact that the terms and conditions were on the bottom of the receiptIf they are going to set such fees for their protection plans then they should be accountable and tell their customers that this information is located at the bottom of the receipt or tell you about the fees periodI have been a long standing customer of Best Buy and have always had protection plans for my electronics and never had this issue and never paid a service feeI feel Best Buy did not provide this information because they were trying to make the saleIt's sad that they are going against what I was told and is not willing to work with me as a consumerWord of mouth goes along way sometimes

I am rejecting this response because:this is not good it has reported on my credit now and the only way citi bank will fix the credit report is if I got a full rebate on the card ! This has caused me problems already with credit report FULL REBATE ON CARD

I am rejecting this response because:The back housing of my iPad it's not original at all, it's not from AppleWhen I took it to Apple, they didn't wanted to touch it at all because it's not an original device from AppleAbout the serial number, why should I fight with Apple to clear that information, or that Best Buy its not responsible for another customer not clearing their information, when I supposedly payed for a brand new iPad back thenThe problem was when the refurbished my broken screen, they changed completely the parts and housing of my ipadI don't even believe that's my iPad anymore

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, albeit disconcerting given the amount of time and hassle necessary to rectify this error