Best Buy Stores, LP - US Headquarters

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.I also would like to point out that even though Bestbuy has a no refund of software I did not download this app and due to their listing or lack there of verbiage that spelled out this was only for MacEvery other app lists Windows, Mac or Andriod in the linkThis action is all I was asking and did not feel that being told that it was my fault that I did not read the entire pagePeople make mistakes and if a company such as Bestbuy has drawn a hard line on certain polices I will not patronize Bestbuy ever again Thank you Revdex.com for being a advocate for the consumer! *** ***

Revdex.com, Best Buy displays our Return and Exchange Promise throughout the store, on the back of the sales receipt, and it is posted in full accordance with the state lawWe are sorry the customer feels different; however, Best Buy's decision does standThank you Regards, Sarah L

If the unit was replaced under a protection plan or the manufacturer replaced it under warranty, the original plan is fulfilled - no exceptionsHardware protection plans are not transferable to any other productBest Buy has fully addressed this issue and considers the matter closed

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.I will be sending this item out tomorrow, thank you for your consideration

Initial Business Response /* (1000, 5, 2015/07/07) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the tax on the Geek Squad protection planWe just spoke but to remind you my name is Tyrus *** with the Executive Resolution Team at
Best Buy Corporate Headquarters
I am sorry to hear about this issue 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 companyI understand what you mean by you should have been informed at the time when your card was swiped how much the total transaction would be, for that I do apologizeAs I offered I can certainly refund you back in the form or a check or gift card and use your feedback as a training tool for those agents over the phone performing the transactions
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at ***
Sincerely,
Tyrus ***

Wasn't able to locate purchase using the customer information providedEmailed customer for additional information.Dear *** ***,Thank you for contacting the Revdex.com about your purchase receipt concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern
was forwarded to me for reviewI am sorry to hear your ** washer/dryer is not working properly and your May, purchase receipt is missing. Although, Best Buy is not required to maintain a purchase receipt copy, I would be happy to research our customer database for the original purchase receipt. Our database tracks credit card, debit card and check purchases. The purchase transactions are listed under customers name, phone number, mailing address and email addresses. If possible, can you reply to this email with customer information at the time of the purchase? Thank you again for making Best Buy aware of your concerns. We do appreciate your patronage and I hope to hear from you soonSincerely, Dean ***Executive Resolution Specialist###-###-####dean.***@bestbuy.com

I am rejecting this response because:This complaint goes beyond Bestbuy's Price Matching guidelinesThere was a fundamental lack of customer service, and no continuity between employees and storesWe were patronized and ignored by the General Manager of the Wheaton, MD store and receive misinformation at the Rockville locationWe were unable to connect via phone to either location, and the customer service email I received was dismissive. My complaint with the Revdex.com is based on a series of bad interactions I had with Bestbuy, not just about their refusal to price match; the fact that the response I received did not mention anything about the rest of the experience serves as another example of a fundamental lack of caring about customers, and customer retention.In my complaint, I asked that Bestbuy honor the price match that was offered to me at one of their storesAfter all of the negative interactions I have had with this company, I feel like it's not an unreasonable requestMy family and I will continue to be active electronic consumers in the future, and I feel as though Bestbuy's dismissal of me and my complaints, will ensure we do no further business with them without some kind of reconciliation

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 Management at the customer’s local store contacted him and were informed the customer has already initiated a repair through the manufacturerThe manager offered a gift card as a customer service gesture, and Best Buy considers the matter closed Regards, Kathryn S

Initial Business Response /* (1000, 5, 2015/09/18) */
Dear Revdex.com,
Thank you for bringing Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy is a different company to the one where the customer
was employed, and UPS does not go to every Best Buy store every day for pickupsThe computer was sent from the store to the service center with Next Day Air shipping
After reviewing the customer's service order, I found the repair has been completed, and the computer is on its way back to her local storeUPS tracking shows it's scheduled to arrive on 9/The store will call the customer once the computer has been checked in and is ready for pick up
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response! There is still no explanation as to why when I originally dropped the computer off on August 5th it took weeks to repair, and when it was sent back to the store from the repair facility it was still broke with the same problem it had when I dropped it off! The paperwork from both the repair facility and Best Buy said it was repaired and workingI drove minup and minback home to pick up the computer only to get home plug it up and nothingI drove another minsup and back to drop it back off at Best BuyDrew the Geek Squad mgrapologized and said it would be shipped out that very same day Next Day AirI gave the benefit of the doubt it would go out on ThursdayIt didn't even go out until Friday!! Also Drew promised me it would be prioritized since it was being sent air! They assured me it would be back within a week as it had already been gone for weeks already and should have been fixed right!! I e-mailed corporate no responseI called corporate, talked to Jessica *** at ext.#*** and she promised me to keep me informedShe did not let me know anything and called and left several messages for her and never got a return call backThen I called corporate again and got Lee in customer relations and he put me on a way call with himself, and Ryan from Best Buy (Drew was on vacation) They both assured me that in the instructions on the work order it would be sent from repair facility to Best Buy, Next Day air and now I find out it was sent groundI am not happy!!!! If it is due back on Monday that will be days shy of being gone for weeksThat is unacceptable business practicesI just want answers to why this has taken so long
Final Business Response /* (4000, 9, 2015/09/21) */
Dear Revdex.com,
When a computer is sent for repair, it essentially "waits in line" as you would at a check outOnce the computer is diagnosed by a technician, parts must be orderedOnce the parts arrive, the repair is completedThe time for a repair to be completed is dependent on how many other products are "ahead of it in line" and how long it takes to procure partsAs noted, the computer is scheduled to arrive at the store on 9/21, and the store will call the customer once the product is ready for pick up
Regards,
Kathryn S

Thank you for contacting Best Buy through the office of the Revdex.com about your recent order cancellationMy name is Cassie and I with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the difficulty that you've experienced 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.As your order was cancelled, your funds were not fully collected by Best BuyAny funds that that were put through as authorizations have since been releasedif you do not see these funds back in your account we would advise you to contact your bankIn order to have your college student deals coupon reissued, you must contact [email protected], I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situation.Sincerely,Cassie EExec Res Sr

07/19/2017 To whom it may concern, Best Buy has contacted the customer and clarified policy As a one time customer service gesture, we have credited the customer for the disputed amount Best Buy now considers this matter resolved Nevertheless, should further issues
arise, please feel free to contact us for assistance

Revdex.com:
I did receive a message from a person at best buy and it was from someone I left a message for a week agoI left a message for them to call me at ###-###-#### which is my cell phone because I work and I am not home during the day however they proceeded to call my home anywayI would really like to resolve this issue but they seem to find everyway possible to avoid meI'm starting to believe it's intentional!! Any business that really wants to resole a situation with a customer would go above and beyond to make an effort to reach out to them and get the matter resolvedThe reason why I selected accept is because I have accepted the fact that Best Buy does not care about its consumers starting from the top and working all the way down to the team members in blue on the bottom!!!!

Dear Revdex.com,Thank you for bringing this to our attentionWe have verified that the customer does is not eligible for a refund of the 24/Support plan as it has been utilized for repairs in the pastWe also verified that the local store has offered to send the unit to service under the plan to
address the issues the customer is experiencingThe customer was working with a manager who graciously offered a discount on an "Open Box" unit as a customer service gesture since the customer became escalated in storeThe customer declined that offer.Since the customer has the 24/Support plan, we can send the unit to service for diagnostics and eligible repairsThe unit does not eligible for the "No-Lemon Clause" and therefore no refund or exchange will be offeredFor further questions on the 24/Support Plan, please visit www.geeksquad.com/We would suggest the customer to work with their local store to utilize the 24/Support plan and explore available optionsBest Buy will not be refunding the customer as they are outside return policy and the plan has been utilized for repairs.Thanks,

Dear Revdex.com, Thank you for contacting us regarding this matter. When the service appointment in February was completed, the agents that were in the customer’s home could not get the problem to duplicate. However, we recognize that the timing of this situation has created a challenge for
the customer as the geek squad protection expired around the time that service was completed. The customer was contacted by our Geek Squad In-Home services team in his area earlier this week, and an appointment has been set up for August 9, 2016. A Geek Squad Agent will complete an in-home service appointment to investigate the issue Thank you, David M

December 16, To Whom It May Concern: Best Buy apologizes for the concerns *** ***’s forwarded to your office as our office and the order item in question was cancelled and refunded. Nevertheless, I have requested a $*** Best Buy gift certificate for
*** *** in recognition of his experience. The gift card will be processed and mailed in the next to business days, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### Direct ###-###-#### Fax *** Ideation, Context, Maxmizer, Activator, Communication

Dear Revdex.com, Thank you for bringing this to our attentionWe apologize for the inconvenience this caused. I have refunded Mr*** for the $that was charged on the BestBuy.com orderHe should receive refund very shortlyI also added $** in My Best Buy certificates to his account
to as a gesture Sincerely, Dan S. Best Buy

Dear Revdex.com, Thank you for bringing Ms***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer. The customer is outside Best Buy/Pacific Sales return policy so we would not be able to accommodate a return of the
product. The owner of the extended coverage, Warrantech, has sent a tech out to the home to diagnose the stove and has determined the issues are cosmetic. Per Terms and Conditions of the Warrantech coverage plan cosmetic issues are not covered. Should the customer have additional questions or concerns with the coverage she is welcome to call Warrantech at ###-###-####. Best Buy considers this matter closed. Sincerely, Scott M

I am rejecting this response because:
Thank you for your response and I believe you misunderstanding my previous messageLet me get this clear and simple I bought some items from BestBuy and observe target.com selling the same product at better priceI contact bestbuy customer service within days of the receipt but besbuy rejected my requestI prove them bestbuy policy ( the same policy you attach to me) but their response bestbuy has new policy all price match must contact bestbuy before purchase but I never find this policy on the website(You may find whole conversation on bestbuy chat report INT-v1appis12-***-***) or review my attachment for reference. They request me return the product and buy the same product again and request price match at that time. Sounds not make sense to me. Therefore, I believe either website policy misleading or customer service not willing to do his job for the price match service

Dear Revdex.com,Thank you for sending a screenshot of this adI see the misunderstandingThis was not on our official website we do not price match or honor any deals on Google Ads. Thank you,Karla ***

I am rejecting this response I do not accept this as the product can't be pre-orderThey're sold outThis is unacceptableAny other company I have ever ordered through, Amazon, Micro Center etc all allow me to change the card if the first one was declinedThey don't just cancel it, which is what Best Buy didI have purchased many products from Best Buy but if this isn't rectified I will never buy anything there again