Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to the attention of our Executive Resolution Team for proper reviewBest Buy would like to sincerely apologize for the inconvenience described during this repair
processUnfortunately Best Buy is only able to offer refunds on products, defective or otherwise, within the first days of purchase as described in our return/exchange policy. Since the first repair was initiated on 12/26, and we are within our day workmanship guarantee, we can however process a refund for the service performed as the unit in question is still having issuesWe would request that our customer provide a receipt for this service charge as we are unable to find a record of this payment in our system with the information providedOur customer’s product does carry a year manufacture warranty offered by Dell, and Best Buy would recommend reaching out to them if this is truly a hardware issueAccording to our Geek Squad, the hardware successfully passed all diagnostics performed which led them to pursue the possibility of the issues described being software basedThank you again for your assistance in bringing this matter to our attentionBest Buy looks forward to a response that we may proceed in offering resolutionBest regards, Shane MExecutive resolution specialist Best Buy CoINC

Dear Revdex.com.This case has been resolved Customer received credit for the faucet on 9/19/Best Buy considers this case resolved

Dear
Revdex.com,
Thank
you for bringing Mr***'s concerns to our attentionWe apologize for any
inconvenience or frustration this may have caused to the customer
Our
records indicate the product in question was shipped to the customer and signed
by him upon arrivalPlease note that
Best Buy is not responsible for lost or
stolen items, and if there was any criminal activity committed during the
acceptance of the delivery, the customer will need to continue to work with the
proper authorities as this is beyond our realm of what we are able to address
If this had been brought to our attention within
days of when the item shipped, we may have been able to explore more options at that timeWe do not see any previous interactions with
the information provided and because we are now outside of this time frame, we
will not be providing a refund or a replacement at this time, and encourage the
customer to continue to work with the authorities
Best Buy considers this matter closed
Sincerely,
Kelsey F.Executive Resolution SpecialistBest Buy

Hello Revdex.com, We are following up on our previous response to Mr*** Revdex.com complaint We emailed Mr*** on 06/23/and informed them the item was discontinued and stock is limitedRegarding our website when it was advertised and the issue Mr*** experienced, our website states the following under Terms and Conditions: “By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms ("Terms and Conditions")You also accept the Terms and Conditions when you create an account, make a purchase as a guest, or log in to any Best Buy Property.” Under ”Information on Site”, it states: “We do not warrant that product descriptions or other content is accurate, complete, 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, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced.” http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ We only offer this for clarificationBased on the T&C for the website, the $Best Buy gift card we provided as a customer courtesy and the Nikon camera is still discontinued and stock is not available in stores in their area or our website However, as an additional gesture of goodwill, we will be sending Mr*** an $Best Buy gift card they can use towards the purchase of a camera online or at their local Best Buy store Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:
Because as stated in my complaint the phone was defective & I tried to return it twice within the day time frame have witnesses Best buy can say what they want I will NOT ever buy anything from them again

Attached is the information requested

Thank you for sending this to reviewI am sorry that you were provided incorrect information we do not have a way to merge gift cardsThe correct process is to "freeze" which simply means cancel the gift cards and issue a new oneThe customer service team does not have the ability to request
electronic gift cards and that is why that was not an optionI am terribly sorry for the inconvenience this has causedI do see that the new gift card has been mailed to youThe time frame given is correct.Best regards,Karla ***

Initial Business Response /* (1000, 9, 2016/01/04) */
Dear Revdex.com,
Thank you for sending this information to us here at CorporateI have alerted my executive level leaders in that district and that store (store ***)
Danny and Michael (Geek Squad and General Manager) notified me that they are
in contact with the customer and that they are filing a claim with Gallagher Basset to resolve the matter

I am rejecting this response because: this is not a good business practicei am a consumer and a customerwe're not talking about receipt being unavailable herethe case here is verbal/oral agreementBianca their sales associates approved my return orally and she gave me an exemption for not having the receiptshe said to me ;i will go ahead and talked to the manager - the manager (Robert) approved the exchangeBianca told me that she will go ahead and get the 128GB Ipad Pro incheswhen I asked her if they do a price match with Staples, this is where it got diceyshe said I will checked with the manageri showed them the Ad Price at Staples at the timethe Ipad Pro 128GB inches has a sale price of $at StaplesRobert asked Bianca to call Staples if it's available and it it's not a limited item Bianca can go ahead and do the exchangethey were able to verified that it's indeed available at that priceAfter verifying she told me OK I will do the exchange and get the 128GB Ipad Pro then she called the manager (ROBERT) and that's when everything went downhillBianca approved the exchange without the receiptthis is a gift that was bought at best buyBianca gave me an exemption to do the exchange without receipt so don't tell me that you will not accept the exchange without receipti got an oral agreement from Best Buy workersthis is not a good business practiceso they can just tell a customer one thing and do another thingthis is not acceptableBest Buy and myself have a verbal/oral agreement that they will accept the exchange and that they will price match the ads at StaplesTHIS IS AN ORAL/VERBAL AGREEMENT that they trying to get away fromAs a Business entity that is selling goods to the customer, this is not a practice acceptable to the consumersIt's not about me doing an exchange without a receipt but it's about Oral/Verbal agreementIf this is a Best Buy practice of lying to the customer then they don't have any business of selling goods to the customerYou don't give an Oral/Verbal agreement to your customer and then lieThey keep on saying that I don't have receiptthat's not what I am complaining aboutwhat I am complaining is they gave me an ORAL/VERBAL agreement.1) they approved my exchange and Bianca gave me an exemption for not having the receipt.2) Robert asked Bianca to call Staples and check the price match of $for a 128GB Ipad Pro inchesRobert told Bianca if they have it then go ahead and approve the exchange. then all of the sudden they turned around and disapproved my exchangewhy - I met and they have verified everything to warrant an exchangecan any business let alone Best Buy do this to the customer? if they can do this kind of practice - of lying to the customer- then it's not a good Business practicethey shouldn't be in this kind of business. PS: Verbal agreements and oral contracts are generally valid and legally bindingThey agreed to accept my exchange and price matchthey they turned around and lied and told me they can't accept the exchange for reason that Bianca and Robert couldn't even tell methey can't tell me any reason. thanks,*** ***

I am rejecting this response because:i was told they would fix it when I called since the drive was under warranty,then I was told to bring the other drive in since they could not find the receipt,since I contacted Revdex.com now they have the receipt and there is nothing that says its only a day warranty on the work they did,what since does that mak,you buy a product with two year warranty but geek squad only guarantee their work for days,they should replace the drive and I can put it in myself,its clear that geek squad have no knowledge of how to repair any device the right way,like I said,their is no place on this receipt that says day warranty

Dear Revdex.com, Thank you for giving us the opportunity to address this issueAfter review of the customers account and purchase, the customer was charged $365.68. We do not show an additional amount of $charged to the customer.Best Buy feels we have fully addressed this issue.Thank
youGail D.Best Buy

Dear Revdex.com,Spoke directly to Mr*** an apologized for his experience in the store. Mr*** was able to purchase the Computerand was Issued a $** Dollar Best Buy Gift card for the inconvenience and frustration this matter may have caused him.Best Buy Considers this matter resolved.Thank
you,Larry S

I am rejecting this response
because: the business made no mention of offering to reconcile the disputed $in their initial emailThey told me they would reach out to me via telephoneI replied that I was able to be reached anytime and then never heard from them again via phone or email

Best Buy is not responsible for this fraudCredit card fraud must be reported to the customer's bank for fund resolution

I am rejecting this response because: There is no effort displayed by Best Buy to remedy or even investigate this issue despite them informing me that an investigation would be carried outAt the time of initial discovery, I was provided direction by Best Buy to start this process which I complied with with pleasure in the hope to have something doneI was confident that this would not be an issue because the case is clearMy card that I had in my possession in CA was duplicated and used across the country in VAThe card I have in hand, the receipt from that day, and the police report I made in person in CA the day of the crime all show thisNot only is this a security issue within your company, but (hopefully) just as important, this has impacted a long time customer and robbed me of almost $I have read online and discussed with the police this form of fraudThis is occurring frequently and other victims like me won't be protected due to the policy as stated by ScottThere was no way for me to call ahead to report a crime that didn't happen yetWas the data even looked at? I provided clear evidence, but instead it seems like BB just says no instead of trying to actually investigate a crime and help me

Revdex.com, Thank you for forwarding the customer's responseUltimately, we cannot return the headphones as the serial number does not match the number on his sales receiptBest Buy has given our final answerThe customer is welcome to reach out to other entities, and those will be funneled to me, and we will provide this information to them as wellThank you Regards, Sarah L

Revdex.com:
Complaint ID *** - I am very grateful to the Revdex.com for helping me find a very satisfactory resolution to my problem I am also very pleased with Best Buy's response and will continue to shop there and recommend this business to my friends and co-workers Regards,***PS Keep up the great job you do I thought I had lost the money spent on the product Very grateful

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office. Best Buy has as a Gesture, complied with the Customer's request and the Customer has responded in email his acceptance of the Gesture. Please forward any additional questions or concerns to our office and we will respond accordingly. Warmest Regards, Best Buy

Revdex.com, Thank youPlease know there was no 'bait and switch'The following can be located on www.BestBuy.com: 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 order. Please know that we will not be offering concessions to the customer, and have provided the customer with Best Buy's final answerThank you Regards, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by Ms*** regarding the delivery of her appliancesOur notes indicate that both, the fridge and dishwasher have been delivered Best Buy considers this matter resolved
nevertheless please forward any additional concerns to our office and we will respond accordingly. Thank you