Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concern regarding the My Best Buy membership account to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter
receiving Mr*** Revdex.com complaint, we contacted consumer directly and partnered with our My Best Buy support teams for resolutionThe My Best Buy support teams corrected Mr*** membership account in being merged with another customer and have provided a new Gamers Club membership for Mr*** Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Based on the information provided, I was not able to locate any record of *** ***'s purchases or repair history with Best BuyIf you could please have her provide the phone number associated with the repair or the service order number, it would greatly assist me so I can look
into this further. Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concern regarding the XB1-Battlefield premium pass purchase to our attention We called and connected with Mr*** and apologized for the frustration they experienced and have added as a customer service
gesture of goodwill, 3, points to their My Best Buy loyalty membership account; which equates to a $certificate Mr*** thanked us for the call and resolution Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: I do not feel as if my concern was fully addressedWhen I customer has a concern about a product that is provided and is assured that the product if functioning as it should and it does not, resulting in a loss - telling the customer, "Oh wellNot our fault." is not addressing itAdmitting that your staff needs better training when dealing with customers' concerns and rather than question the concern the product should have been replaced does absolutely nothing for the customer that DID NOT receive this responseBest Buy was aware of the issue with the GearFit There are plenty of concerns/complaints noted on their websiteSince this is the case and appropriate action was NOT taken by Best Buy's staff, I believe that Best Buy has a responsibility to the customer to do somethingAnd not push the customer off on the manufacturer

I am rejecting this response because:No one, absolutely not one of my friends or business people I talk with, agree that Best Buy did anything more than illegal Bait and Switch in this transaction I bought the *** Note from Best Buy.com on May 28, for $after I had waited to become eligible for upgrade to my phone number. I have been on my brother's family plan with Verizon for over years, and he has been on same plan for over years I was told when I received my cell phone in mail to take it to nearest Best Buy store so they could enter phone number from my current old phone to new *** Note Plus I wanted Best Buy store to put on Zagg screen protector I had ordered with my phone and for additional $43.05.When I got to Best Buy store on May 2015, they told me I had option to save $20/month on my plan if I paid full price for phone I told Best Buy phone people I doubted they were correct as I was enrolled on my brother’s long time Verizon phone plan which he was quite satisfied with. Best Buy told me this didn’t matter my brother would automatically save $20/month on my phone number on his bill if I paid full price for phone. I did the math and figured it would take months to break even at $20/savings per month and any time after that I kept the same phone, the savings would begin to accrue.I stressed my brother was a VERY busy person and had no time to follow through with the discount, but Best Buy said they needed just to call him from store to enact savings. My brother who lives in Boston, talked to Best Buy Denver store who explained he had to do absolutely nothing---the savings was automatic if I paid full price for phone after sales person entered the information from his terminal.My brother said he was too busy at all times to do anything but as long as nothing changed on his Verizon account except the automatic $20/month savings it was up to me to decide to pay full price and get him that savings or keep the $price which provides discounts for upgrades.Best Buy reassured me savings were automatic, called my brother who was on his way to Germany to affirm they had enacted change, made out new receipt for same phone, and told me as I left store it was all done, and nothing more needed to be done.My brother doesn’t even have time to look at his bill every month. When he saw later on in fall there was no savings he contacted Verizon. In the past year he and I have spent several hours talking with Verizon who says Best Buy made a mistake and should backdate receipt. I’ve gone to Best Buy store a few times in between Verizon negotiations and talked with Best Buy on phone several hours in past year explaining Verizon feedback.I will not be satisfied with losing $and at least hours combined time with Verizon and Best Buy because Best Buy employee made a mistake. I could have worn slippery high heels in a Best Buy store and taken a fall totally my fault and Best Buy would have to pay. Why shouldn’t Best Buy at least revert to original invoice like Verizon thinks they should do because a Best Buy employee made a mistake?Not only do people I’m related to make frequent Best Buy purchases, I recommend appliances for remodels to my friends at large condo complex where I live I can tell these people to pick Home Depot over Best Buy because Best Buy acted extremely dishonestly to me. Does Best Buy want to create extremely bad customer relations by being so stubborn? If Best Buy refuses to be reasonable, I plan to decide between going to Small Claims for amount or hiring a lawyer to represent the aggravation plus monetary loss I’ve suffered with this transaction.I am trying NOT to overburden Best Buy with additional expenses these routes would take. I realize I can also ask AARP magazine to take an interest in my storyThis is response I received from Colorado Attorney General’s office.State of Colorado Department Of Law Office of the Attorney General RE: Best Buy Dear *** ***: Thank you for contacting our office with your concerns as we are in receipt of your complaintYour complaint provides valuable information that will help us identify trends in consumer fraud and allow us to set enforcement prioritiesAs a result, our office will keep the information obtained from your complaint as part of our ongoing efforts to identify those businesses that may engage in patterns of deceptive practices in ColoradoIf the number of complaints rise to a level that indicates a widespread pattern of deceptive practices, as defined by the Colorado Consumer Protection Act (CCPA), our office will further review the complaints against the company at that time for possible legal interventionAdditionally, as the company appears to be headquartered in Minnesota, you may also wish to contact the Minnesota Attorney General regarding any concerns you may have at: Minnesota Attorney General Bremer Tower Minnesota St. Saint Paul, MN Phone: 1-657-Web: http://www.ag.state.mn.us While we cannot take direct action to resolve your issues, your information will be reviewed and kept on fileBecause we are prohibited in providing individual legal advice, legal interpretation, or individual legal representation, you may also wish to seek the opinion of private counsel to address your personal issuesWe appreciate the time and effort you took in bringing your concerns to our attentionInformation from the public is vital to us in helping us to properly document trends, pursue investigations, and ultimately to file lawsuits on behalf of the publicSincerely, Consumer Fraud Specialist Consumer Protection Section (800)-222-or (720)-508-www.stopfraudcolorado.gov

I am rejecting this response because: best buy Lord to us several times, changed the delivery date tomes and told me Friday that *** had no idea when it was shipped, when it was in fact, sitting in your warehouse The amount I requested is no longer valid, as of the treatment we received The amount you will refund will be $for the microwave, $1,for the refrigerator and $forDelaying my kitchen because of the severe lack of communication at best buyYour reps are rude, disrespectful an ill informed regarding all products $ 2,will be refunded to me because of your neglect and outright lies

Dear Revdex.com, Thank you for bringing this matter to our attentionOur records indicate that MR*** contacted our offices in July and she was advised to the her computer to our Geek Squad precinct inside our store so that we could send it out for repair under the
manufacturers warranty. Our notes indicate she did not respond to this offer however she can still bring it in as it is still under the one year manufacturer warranty periodIf this does not work for her, she can contact *** directly for service options directly through them under their warranty. Thank you

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 After reviewing the information on the customer’s account, the product he purchased does not qualify for a price match
with Amazon as the items are differentThe link to the product on Amazon the customer provided indicates it is the version of the productThe details of the product the customer purchased from us show the product was released in Additionally, Kaspersky.com is not a website we price matchHowever, I will be sending the customer a $gift card to the address provided to the Revdex.com as a one-time exceptionPlease allow 10-business days for it to arriveBest Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com,Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration caused to the customer.While we do see the delivery was originally scheduled for delivery on the 20th and had to be rescheduled, we see the order was completed on April 25th
The customer has signed the manifest accepting the delivery and installation was satisfactoryWe do see the $gift card was offered for the inconvenience of having to reschedule but has not been issued, so we will be sending that to the address listed above.We will also be passing the store and field experiences to the respective leaders of each area so that any erroneous behavior can be addressed internallyAgain, thank you for bringing Mr***'s concerns to our attentionAt this time, we consider this matter fully resolved.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Initial Business Response /* (1000, 10, 2015/09/25) */
Revdex.com,
Than you for bringing this to our attentionI was able to locate accounts for the customerI connected with her, as I don't see any recent purchases, and she states that she does not have any receipts for purchases; therefore we
are unable to add points to the account
We merged her accounts into 1, and updated the information associated with her My Best Buy so that it is current
I educated the customer on how to use her account for both in store and online purchases going forward, and the issue has been resolved
Thank you again for allowing the opportunity to address these concerns
Regards,
Sarah L

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Revdex.com -
The item that this customer purchased was a Black Friday dealThese offers are limited quantity and we do not offer rainchecks or substitutions on these itemsThe disclaimer regarding limited quantities and the fact that
rainchecks and substitutions will not be offered is clearly listed on all Black Friday advertisingWhile we are sorry that we may be unable to fulfill her order, we will not be offering this customer any additional discounts or incentives
Thank you,
Amy
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is when the item was initially placed online, Best Buy sent a confirmation it was available! It should not be consider a raincheck item, as Amy and Michael statedIf they ran out of inventory, do not accept the order in the first placeOnce they confirmed the order and set an expected delivery date, any changes thereafter is their fault and I should not be penalize for their errors
Anyway, the order was not cancelled on Friday 12/11/I received another email notification on Dec 10th expecting more deliveries on 12/23/Why did Michael say he can't
postpone back order cancellation or simply he won't? And based on Amy's response, it is apparent that this business have no intention or accepting responsibility for their mistakes
Final Business Response /* (4000, 9, 2015/12/17) */
Dear Revdex.com -
Black Friday deals sell out quickly, which is why a customer may think they are able to purchase an item, when in reality, the item has since sold out onlineAny orders that we may be able to fulfill with product that is backordered will go to the purchase orders in the order in which they are receivedDue to the high demand for Black Friday sale priced items, we do not offer rainchecks, nor do we substitute other itemsBest Buy considers this matter closed

I am rejecting this response because:
Hello,I do not need any additional assistance from Best BuyHowever, they are not providing service to their many customers with the present attitude, if my experience is any indicationThey are expecting me as the customer to understand their inventory supply chain as well as their POLICIES, vsproviding customer serviceRegardless of their poorly designed inventory system. I was provided multiple miss representations of my issue, as if it did not really matter (the policy is in place)The service I was provided was truly unexceptionable and I still feel I was not HEARDI am not sure if Best Buy has the the correct policy attitude or simply do not have the needed or correct leadership in place. Either way, Revdex.com, I thank you for your assistance and attempt to make this right

I am rejecting this response because:THe funds promised to me $credit towards purchase (on Best Buy credit card) and the $gift card have not been honoredAlso, I have made multiple attempts to contact the insurance company for the repair towards damages to property and no one has responded back to me. Everytime I contact Best Buy, I do not get a call back from the representative that was in charge of handling our case (Joanne Talbot)When I email her it take over weeks for a response. The last conversation was had with a call center representative who indicated the $150/$were being processed but nothing has been received as of yet. I'm beyond disappointed, not only with the initial complaint, but then afterwards how this Revdex.com matter was handled.Best Buy Corporate should be made aware of this lack of service.-*** and *** ***

Dear Revdex.com,Thank you for bringing this to our attentionWe are truly sorry for any inconvenience this has caused.Our records indicate that Mr*** has been corresponding with Deysha from our Social Media TeamWe are happy to learn that Mr*** was able to pick up his computer from the store
on 11/We apologize for the delay. Please let us know if Mr*** still needs assistance. Sincerely, Dan S

Dear Revdex.com,Thank you for allowing us the opportunity to address this concernBased on the age of this order it was very hard to determine if the customer received the productAs a onetime customer service gesture, we have refunded the price of the CD + tax to the customer’s credit card Thank
youGail D

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case For any returns, refunds or service through our company, we require the purchase receipt to confirm and verify the purchaseThis information and policy requirement is noted at the check outs, receipts and on our website www.bestbuy.com We have been unable to confirm the purchase in our systems with the customer information *** *** provided in the Revdex.com complaintTo further research *** ***’s purchase, we would need to have them clarify if they paid cash, or with a credit/debit card or if the purchase was under their My Best Buy membership account (member # needed) Currently, Mr*** shows no purchase history in our system with the address or phone # provided: *** *** ** Las Vegas , NV Daytime Phone: ###-###-#### Evening Phone: ###-###-#### Respectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused. Our records indicate the customer was refunded the requested amount on 10/25, and he should be seeing this refund back in his account nowWe apologize for
any delay caused by the creation and processing of this fundWe also see that the Zagg screen on the order was not refunded, so we have created a refund for the remaining amount on the order as well. Best Buy now considers this matter fully addressed. Sincerely, Kelsey F

Dear Revdex.com: As an exception, I processed a refund for $392.19, which will be sent via check in US Mail and arrive in 7-business days

Dear Revdex.com: Thank you for sending this for a final reviewBest Buy does not carry the warranty for this product, and does not accommodate returns beyond the 15-day periodI cannot account for conversations between employees and the customer; however, I did speak with the General Manager of the store #and as a one time exception, he is willing to exchange this item for David MclendonThe customer may visit the store tomorrow and ask for Marcus Johnson

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the issues our customer has experienced in their efforts to receive their
online iPad orderUnfortunately, as the order has already been cancelled, our customer would need to place a new order as we do not posses a way to reinstate orders in this statusHowever, Best Buy would like to mention that as availability on this item is extremely limited, it is possible that our customers order may cancel again if we are unable to fulfill upon itIf our customer would like assistance replacing the order, we recommend visiting a local store or contacting 1-888-Bestbuy (***) and we would be happy to look into fulfilment options for this item. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC