Best Buy Stores, LP - US Headquarters

I am rejecting this response because:I am still having issues with my orders being cancelled Three of my preorders for the SNES classic have been cancelled for the same reason I was given when I initially had this issue This is very upsetting because it was very hard to secure these preorders to begin with I need a resolution to this issue and to prevent this from happening again

[redacted] – You have days from the date your laptop is returned from the service center to request that it be sent out again The store cannot decline to send it out if there is a legitimate issue Cosmetic issues are not considered legitimate, however, if your power cord does not charge unless placed in a specific way, you can send your laptop back to be repaired Please note that damage will never result in a No Lemon replacement The No Lemon replacement is meant to cover electronics that have some sort of manufacturing or design flaw that is preventing them from working properly Additionally, if a damaged laptop can be repaired, it will always be repaired before it will be replaced Bottom line, if there is a legitimate issue that is stopping your computer from functioning properly, under the terms of the Geek Squad service, you can send the laptop back for a within days of taking receipt of it Regards, Amy C

Dear Revdex.com: I have contacted my customer and we are working to resolve mattersI enaged my executive partners for assistance resolving mattersWe have discovered an isolated system issue (IT) is preventing the contract records from updatingThe ticket was escalated to Tier II todayThe customer has my direct contact information and we will continue working together outside the Revdex.com forum to resolve mattersThank you!

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Dear Revdex.com, Thank you for bringing this to our attentionThe Roomba vacuum cleaning Robot model has regular retail price of $The local Abiline store has it on sale for $which runs from 11/15/to 11/21/This item is excluded from the Small Appliances 20% coupon which is located in our websiteThe coupon does exclude iRobot Roomba and series Below is the information found on the coupon along with the link for the 20% off coupon that outlines the details for eligibility "Markdowns taken from regular pricesNot valid with other coupons or offersExcludes iRobot Roomba and series, BISSELL ProHeat Revolution, Breville, Magic Bullet, NutriBullet, Nespresso, Vitamix, LG, Philips, Samsung, Smart Scales, thermostats and all air conditionersExcludes Best Buy Outlet and Marketplace itemsExcludes special order productsNo copiesNo cash value." http://www.bestbuy.com/site/searchpage.jsp?&id=pcat17071&type=page&ks=960&st=cat...⇄ http://img.bbystatic.com/BestBuy_US/store/ee/2015/app/pm/147247_20psmallapps_2.p...⇄ Thank you, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The coupon I have does not exclude Roomba seriesIt does exclude Roomba series but makes no mention of Roomba I attached a picture of it As far as Roomba being 'on sale' in Abilene as a means to void this coupon, there is not indication on the Best Buy website that the price for the Roomba is anything other than $when searching their site and while see what is available at the Abilene StoreI'm not sure why that should be an issue (I've been trying to purchase this at 20% off regular price per the coupon anyway) but if somehow Best Buy thinks a local store selling it at a different price voids the coupon, I DO have dated printouts of the web pages that showed the Roomba at $899.99, available at Abilene so I attached that as well Final Business Response / [redacted] (4000, 9, 2015/11/20) */ Dear Revdex.com, Dear Revdex.com, Best Buy feels that we have fully addressed Mr***'s 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

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the HP computer screen return and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe HP screen returned and refunded back to the Best Buy credit card account on 11/02/and a copy of the return/refund receipt sent to the email address on the complaint [redacted] @cameron.edu Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com,Thank you for bringing this to our attention Please know that when this phone was purchased the customer had two options for Apple Care Paying for two years up front for $99, or making monthly payments for $7.99, in this instance looking at the customer choice the monthly billing optionRegards, Nick S

April 4, To Whom It May Concern: In an effort to resolve this matter I have requested a check for [redacted] in the amount of $as requested in the original complaint to your office This stands as a refund for the Plan in question and as a full resolution to this matter in its acceptance The check will be processed and mailed in the next to business daysNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus

Hello Revdex.com, We are following up on our previous response to [redacted] ’s Revdex.com case As outlined in our previous response, our policy and T&C of the GSP plan contract regarding service claim fees are printed on the receipt and received at the time of the purchase by customersWe would be unable to accommodate Mr [redacted] ’s refund and resolution requests Best Buy feels that this has been addressed appropriately and will not take further action on this issue Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy has reviewed the situation presented by the customerThe details regarding the multiple service appointments for the receiver are accurateThe customer does have an active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairsDespite repeated efforts to repair the device to full functionality, the device has continued to have operational issuesBest Buy will connect with the customer and provide the resolution that has been requested Thank you, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this, but have concerns that this will be executed Final Consumer Response / [redacted] (3000, 12, 2016/01/07) */ I have not received any calls, emails, letters from Best Buy about getting the replacement receiver that they offered in response to my complaintYou did not provide me with a contact person to follow up with at Best BuyYou have closed the case but the matter is NOT RESOLVEDI would ask the the Revdex.com contact Best Buy again regarding a timetable and a contact information for how to receive the new receiver they have offeredIt is not enough for them to answer the complaint, they need to follow through Final Business Response / [redacted] (4000, 14, 2016/01/08) */ Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy reviewed the situation presented by the customerThere have been numerous voice messages left for the customer at the number provided by the customerWe invite the customer to call the store directly at [redacted] and ask to speak to the general managerThe details regarding the multiple service appointments for the receiver are accurateThe customer does have an active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairsDespite repeated efforts to repair the device to full functionality, the device has continued to have operational issuesBest Buy will provide the resolution that has been requested Thank you,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11476371, and find that this resolution is satisfactory to me

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The representative I spoke to was very understanding and offered to add an additional device that was represented in the web advertisement Thank you very much for the quick resolve to both Best Buy and the Revdex.com

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Revdex.com, Thank you for bringing this to our attentionPlease know that I did make contact with the customer in an attempt to attain the details of his concerns as we had no prior record of contact with our company The customer claims that he ordered parts from our Parts Store, and was charged twice in different amountsHe also claims that he only received one item, and that this item was damaged Generally this would need to be handled through our Parts Store team, whose number is available on both his invoice, as well as his bank statement which was forwarded to meOur parts orders are fulfilled with a unique system, and this team has full access to explain and assist That being said, Best Buy would like to take care of the customer I have issued a $check which will be mailed to enclosed address to refund the total cost paid on these items Please know the check will arrive in 1-weeks, in a plain, white envelope for security reasons Thank you again for allowing us to address these concerns Regards, Sarah L Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a fair resolutionThat's all I wanted in the first place, just to be dealt with fairlyI don't understand why they never responded to my inquiries submitted through their website, but perhaps there's something wrong with their websiteHad they responded, I wouldn't have escalated this to the Revdex.com Thank you to PartStore for being willing to settle this, and thanks to the Revdex.com for mediating a fair resolution

Dear Dr [redacted] - Your Geek Squad Protection Plan for your Samsung Galaxy has been cancelled We will not be offering you any additional refunds, as the plan you purchased was for accidental damage and handling, not software updates Best Buy has select locations that are able to assist customer's with certain repairs and updates If you took your phone to a Best Buy location that is not set up to assist with a software reset, your phone can be sent to Samsung under the manufacturer's warranty Please note, however, that the issue you are/were experiencing with your phone was not covered under the GSP you purchasedBelow is a link to the full terms and conditions for the time period within which you purchased your Samsung Galaxy http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2017_04_30_to_...⇄ agent who processed the cancellation of your plan did give you a two month refund as a customer service gesture At this time, Best Buy considers this matter closedRegards, Amy C

Dear Revdex.com: Thank you for forwarding this on for Best Buy to reviewAs the purchase was made in December, we are long outside the 15-day return periodBest Buy prints the Return Policy details on the receipt and publishes it online at http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ manufacturer warranty covers products for one year, and Best Buy offers additional coverage plans, which this customer declinedThe customer must continue to work with the manufacturer for resolution

Revdex.com, Thank you for bringing this to our attentionPlease know that we do have a Return and Exchange promise of daysThe customer was well beyond that timeframe; however, as a onetime gesture in good faith, I have issued the customer a refund for half the cost of his orderThe total refund is $I personally connected with the customer on this matter, and sent his additional concerns about the store's service level to the appropriate parties for internal reviewWe hope that we were able to repair the customer's faith in Best BuyThank you again for allowing us the opportunity to address these concerns Regards, Sarah L

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer was contacted, and the situation was discussed to their satisfactionThe customer was offered a gift card as well for the experience, and expressed they are satisfied with the resolution Thank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Dear Revdex.com,I connect with [redacted] over the phone and apologized for the poor experienceI informed that that this unit is outside of our Return Exchange period and verified that the unit was repaired and workingI recommended that she keep using the unit as she does have an extended warranty that would offer peace of mind.As a gesture, I offered to purchase her next warranty if this unit fails within its extended warranty period.Regards,Ash

Dear Revdex.com,Best Buy does not warrant the product descriptions are accurateMs [redacted] could have returned the product for a full refund, but chose to keep the productWe have reached out to the customer and offered a one time customer service gesture.Information on Our SiteWe 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 orderThank you,Gail D

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 We have engaged with the customer and were able to find an agreed upon solution Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Best Buy feels that we have fully addressed Mr [redacted] 's concerns that were forwarded to your office in our previous response and we maintain our positionThank you for giving us the opportunity to address Mr [redacted] 's concernsMr [redacted] received a refund for the full price paid, per his warranty plan, for the TV he purchased in He purchased and returned TV's before purchasing the last on one 5/27/The TVwas priced at $4,499.99, with discounts the store applied, Mr [redacted] final price was $3,Best Buy does not price match vendors advertising a no tax discountThank you,Gail D