Best Buy Stores, LP - US Headquarters

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 We were unable to secure payment for the order, and the order was cancelledThe customer noted in the complaint that the
card he used at the time he placed the pre-order was no longer in serviceOn April 18th, we sent the customer an email to the address on the order to notify him we were unable to process payment, and provided instructions on how to update payment informationThe next day, an email was sent to notify him the order was cancelled Best Buy respectfully declines the customer’s request for the pre-order bonuses or value of the bonuses, and considers the matter closed Regards, Kathryn S

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 spoke with Larry from Best Buy and was completely satisfied with the company's response. Best Buy has resolved all of our issues and we are happy to keep doing buisness with them. Thank you Larry for your time and understanding, it was a pleasure speaking with you

Dear Revdex.com, Thank you for bringing this concern to our attentionBest Buy was able to resolve this concern with the customerInstall has been completed and Best Buy offered the customer a monetary gesture for his inconveniences. Thank youGail D

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11473804, and find that this resolution is satisfactory to me Thank you!

Dear Revdex.com, Thank you for bringing MrKowalski's concern to our attentionWe have verified a service appointment has been scheduled for 7/between 8-to address the concern. Thank you,Best Buy

Dear Revdex.com,Thank you for sending this for reviewI understand the customer had ADH on the laptop however the plan expired on 2/10/and the customer had brought it in on 2/and the damages were not covered because the plan had been expired and not renewed, I am open to to making an exception and helping the customer with a portion of the cost if she chooses to get the screen replaced through a third party as long as she faxes me the invoiceI will provide my information below. Thank you,Karla ***Karla.***@BestBuy.com###-###-#### (fax)

I am rejecting this response because:
As part of my protection plan I am promised of things, should my computer breakThe first option is a replacement computerThe second option is "a reliable repair." For a repair to be reliable, the technician needs to have a firm understanding as to what the underlying issue is with the computerIf not, Best Buy cannot guarantee that the repair will be reliableOn the most recent occasion, after troubleshooting the computer for several days and believing that the hard drive was malfunctioning, Best Buy technicians stated that they "did not know what was wrong with the computer, but would just replace the motherboard." It is impossible to fix a computer reliably, if you do not know what is causing the malfunctionAs a result, Best Buy cannot say with any certainty whether the issue with the computer has been fixed, or just maskedThey do not know what caused it to malfunction to begin with, so they cannot say it was fixedI am entitled to either: a reliable repair or replacement computerThe attempted repair done, was not reliable and thus the replacement should have been granted.In the past, Best Buy has attempted to honor the protection plan, by choosing "a reliable repair." I have had issues with the hard drive on separate occasionsEach time, however, the hard drive breaks and needs to be fixed by another "reliable repair." These repairs have not been reliable, and thus indicates a breach in contract.The combination of Best Buy attempting to fix the computer despite not "knowing what is wrong with the computer" and the history of unreliable repairs, greatly indicates the need for the replacement optionPer the conditions set forth in the plan, because the repair was unreliable, I am entitled to a replacementAs a result, before escalating this further and exploring other options, I would like Best Buy to honor the agreement made: reliably fix the computer, or replace itIt is evident that Best Buy cannot reliably repair it, and therefore I am requesting a replacement

Dear Revdex.com,I have spoken to the customer and have successfully frozen her gift card and mailed her a checkThe confirmation number for the check is ***The customer has my contact information in case she needs further assistance.Thank you,Karla Bastida

I am rejecting this response because:
I was told I would receive a $*** credit for the inconvenience which is not showing upThey also said they would do everything to try to get the microwave delivered in the morning; however, the automated call has it scheduled between 1:30-3:30pm in the middle of the day, which I wanted to avoid for reasonsOne being it ruins your schedule for the day and two it will be too late to get another one out if this is messed up again just as last weekend.Also, when I called, they are still using the wrong email address with my accountCase #*** - I was assured this was fixed and the wrong name and email address had been fixed on 5/As of 5/20, they still have it on my accountAre they sending all my information to this email?*** ***

Dear Revdex.com, The $gift card promotion was contingent upon trading in the phone and activating the device in storeSince the customer did neither of these things, she is not eligible for the promotionHowever, our records indicate that the customer may have received conflicting information when she called for supportWe will be contacting her directly to follow through with a resolution Sincerely,Kelsey F.Best Buy

November 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as his orders have not cleared our order verification process and were subsequently cancelledHowever, Mr***
is welcome to shop in any of our physical retail locationsNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist Best Buy Corporate Campus
***

Dear Revdex.com,Thank you for bring this to our attentionBest Buy did audit the customers accountWe found that there was an error when we merged their accountsAfter review the customer was correct in their spending and their member statusBest Buy will add points to their account, customer
should see the point in to hours.Best Buy feels they have fully addressed this issue. Thank youGail D

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/21/Best Buy has offered the customer a gesture for his experienceNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best
Buy

Revdex.com,Thank you for bringing this to our attentionPlease know that we are sorry to hear that a customer was defraudedWe can certainly understand the frustration given the situationWhile we would not be able to change the order information, we highly recommend the customer file a fraud claim with
their local Police department immediatelyAgain, this is a fraud claims and an investigation will need to be handled through the proper channelsWe will give any and all information needed to the local authorities and cooperate fully with them to assist the customerAlso, some scammers have been known to send the products to the customer's home, and arrange a pickup the next dayIf anyone tries to pick up the product, let the customer know to keep it and return it to a local Best Buy so they can recoup their costFraudsters are using various and very sophisticated scamsThank you fir allowing us to address these concerns Regards, Sarah L

Revdex.com:
I am still disappointed that they did not contact me BEFORE cancelling the order. This is horrible customer service and they need to update their automated system if they are going to continue to use that useless system. I am still upset with them but so be it. They will lose sales if they keep using this system. Thank you for your help. *** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as the delivery was performed and the customer was compensated with a *** Best Buy
gift cardNevertheless, 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, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive any compensation at all
Final Business Response /* (4000, 11, 2015/07/20) */
A gift card was originally issued for the customer for *** on June 11thI have requested the cancellation and re-issue of the gift cardThe gift card will be processed and mailed in the next to business days

February 16, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as it is our understanding that the claim in question ***-has been resolved and a payment was issued on February 14th,
for the damaged floor and cabinet. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, MrTerry *** Executive Resolution Team Best Buy Customer Care

“Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have been working with the customer directly to address her concernsBest Buy has attempted to deliver a working fridge in numerous occasions but for one reason or the other we have failed to deliver a unit that
is satisfactory to the customerAt this point we are working with our warehouse team so that we can attempt the final delivery of a newly ordered refrigeratorPlease know that we have been constantly in touch with Mrs*** and will contact her shortly with delivery dates and time frames and to address all of her concernsThank you“

Initial Business Response /* (1000, 5, 2015/12/11) */
Dear Revdex.com,
Thank you for bringing *** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy is not responsible for any subscription fees or costs associated with
a third party application and relies on product information supplied by manufacturersServices are not refundable, and the customer would have to pay for any installation costs for a different productBest Buy will not be making any accommodations on the issue
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 11, 2016/01/19) */
I've filed a complaint with Attorney General's Office as well
I feel like I should be able to have this removed free of chargeHave another one without smart phone capability installed at no charge and no charge for any additional accessories, etcrequired, if required
Thank you for following up with me
Final Business Response /* (4000, 13, 2016/01/20) */
Dear Revdex.com:
Best Buy feels that we have fully addressed *** ***'s concerns that were forwarded to your office in our previous response and we maintain our positionBest Buy is not responsible for any subscription fees or costs associated with a third party application and will not be making any accommodations on the issue
Regards,
Kathryn S

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/11/Best Buy sent a technician to the customers home and the customer states the issue now appears to be resolvedNevertheless, please forward any additional concerns to our office and
we will respond accordingly SincerelyBest Buy