Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** in the previous correspondence sent to the customer copied belowNevertheless, please
forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Enclosure: Previous email correspondence to the customer dated January 29th,
From: Facebook (Best Buy)
Sent: Friday, January 29, 10:AM
To: '***@gmail.com'
Subject: RE: Order complaint
Hello,
I hope this email finds you well!
Thank you for taking the time to reach out to us concerning your recent Nikon camera purchaseI'm sorry to read about the troubles experienced with your missing lensYesterday I reached to the store management team to gain some insight into your issue, I was pleased to hear that the situation was taken care of and they have provided you with a new lens at no cost
We appreciate your business and continued loyalty to our store and hope to have many more opportunities to serve you in the future
Have a great weekend!
Regards,
Tea
Best Buy Corporate
Social Media Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept that they handled the issue by providing me with the lensHowever, the way it was handled was completely unprofessional by manager Jackie of the Poughkeepsie NY storeShe insisted continuously that since the bundle was no longer available that she could not give me the lens without charging me because her inventory would "be short"I became frustrated and she told me that this was something Nikon needed to handleI explained we already had emailed them and showed her that they said this was Best Buy's job to correct the issueShe still insisted that we contact Nikon, and had a geek squad employee sit on hold with Nkon with me for a half hour while she wakes away and helped other customersAfter a half hour, the geek squad employee went and told her Nikon didn't answerOnly then did she give the lens to him to give to me because I told him I wasn't leaving without itShe never came back and apologized to me for the inconvenience and had the geek squad employee handle her "dirty work"She was rude and regardless of whether it was handled, it wasn't handled with the professional and kind attitude I usually receive shopping at Best BuyIt was very disappointing
***

Dear Revdex.com,Thank you for your continued partnership in this matter.At this time, our service records indicate that the exchange and installation has now been succesfully performed to address the previously mentioned issues concerning the dishwasherWe will continue to provide visibility of the concerns regarding the installation team to the proper leadership for proper reviewHowever, just as Best Buy strives to protect our customers privacy, we do the same with our employees and business partnersAny action taken, coaching or otherwise, will be for our internal use only. Best Buy would now consider this matter resolved, and we again apologize for any inconvenience experiencedThank you again for the opportunity to allow Best Buy the opportunity to assist in providing a resolution to this matter. Best regards,Shane M. Executive Resolution SpecialistBest Buy CoINC

December 8, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Mr*** as our store’s version of events differs from his description. The purchase was outside of the return/exchange period for
the product and our store staff was correct by informing Mr*** that we would be unable to fulfill his requests for return or exchange on the product. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: they have note been in contact and the communication has been horribleadditionally they have attempted to repair my TV once already, that repair was not successful, they have received the second part and had the agent contact me to tell me he was coming out to attempt a second repair, the agent could not tell me if that would be today (3/17) or tomorrow (3/18) nor did he give me a time, I have tried to contact the geek squad agent multiple times and cannot get any communicationsecondly I have asked multiple times who will be the ptof contact to discuss a credit toward my monthly note to bestbuy credit for this TV, I truly believe it is unjust that I am required to continue to make my monthly note (in full) during a time that the TV is inoperableunfortunately this is the first issue that we have good documentation on but its become very obvious that Magnolia Audio & video wont acknowledge the other issues we have had such as the soundbar and sub-woofer, the soundbar has been replaced, the sub-woofer continues to give problems but again as I mentioned its very obvious that those issue have been ignored most likely due to the fact that the TV issue is much more serious which has forced more attention to the issue of the TV vsthe other issuei can go on and on - should I mention the fact of Magnolia's repno-showing an appointment or maybe I should mention the scenario of the Magnolia Reptalking with total disregard and disrespect toward myself - magnolia as well as best buy should both be considered to be businesses with the utmost horrible performance as well as service and professionalism toward their customersmaybe BestBuy shouldn't be so far out of touch with their own inner-business network to not be able to see and acknowledge the issues that may be occurring more often than they realize, the Magnolia store based our of BestBuy's Lafayette location has by far the worst management and sales representative i've ever had any dealings with. I get it now - it's nothing different than A GOOD OLE FASHION GAME OF CAT & MOUSE - TYPICAL DOG AND PONY SHOWmost of all the biggest problem here is the lack of professional service/customer caresomething as simple as direct communication goes a very long way I can personally guarantee that myself nor my company will ever do business with BestBuy ever again - I certainly wouldn't consider myself near anywhere close to being a big customer (which has been made very obvious in this case) but I have directly been associated with spending well into the 10's of thousands of dollars with BestBuy over the past yrsalone and probably an equivalent amount dating back from the start of the Lafayette store rest assure that my business with BestBuy will certainly be discontinued as of today. hopefully this message lands on the desk of someone who has care for the business they are in charge of, maybe it should be directed to a corporate business executive

07/31/2017 To whom it may concern, We have contacted the customer and addressed the concerns raised in the complaint Best Buy now considers this matter resolved in it's entirety Nevertheless, please feel free to reach out to us directly should any further issues arise

Initial Business Response /* (1000, 10, 2015/09/16) */
Hello; My name is Cassie and I work on the Executive Resolution Team at Best Buy corporate headquarters
I sent the email shown under my signature below, to the email address that you initially contacted my team, ***@yahoo.com on
09/10/and on 09/15/as I will need more information in order to look into this complaint furtherAdditionally, I have called several times to the phone number provided in the voicemail complaint and email you sent in last weekI have not yet received a response
Mr***, I apologize for your experience and I look forward to investigating your complaintPlease reply to my email with the requested information, or call me directly at (612) ***I hope to hear from you
Sincerely,
Cassie E
"Hello Mr***,
My name is Cassie and I work with the Best Buy corporate officeI am connecting with you on behalf of *** regarding your recent returnI'm so sorry to read about the difficulties you're experiencingI have let area leadership know of your concerns so that they can address them locally, as this is very important to usThank you for being engaged and for sharing your experienceI am sure we can work to regain your trust, and I hope you will consider giving Best Buy another chance as I am confident we can serve you better going forwardI will follow up with you again as soon as I have more informationPlease be aware that management in your local area may possibly reach out to you, as wellThat being said, please feel free to reach out to me should you need anything in the meantime
Thank you again
Sincerely,
Cassie***
Executive Resolution Best Buy Co., Inc
Phone: 612)*** Fax: 952)***
Hello Mr***,
I truly hope this email finds you wellI am writing because I have not received a response from youPlease note that I will be closing this case, and responding the Revdex.com that we have been unable to make contact with you on 09/16/if I have not received a reply by thenOf course, I am happy to reopen the case should you contact me at a later date, but I will wait for further contact from you before doing so
I look forward to hearing from you
Sincerely,
Cassie***
Executive Resolution Best Buy Co., Inc
Phone: 612)*** Fax: 952)***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time 9-16-2015, I have not received any communication from Best Buy at ***@yahoo.com or ***@yahoo.com; Also I have not received any phone call at the phone number provided over the phone and also at the Revdex.com form: ***; I can proof all this through IP addresses, and I can proof this through my phone company provider
Again: feel free to contact me at: *** or and e-mail: ***@yahoo and ***@yahoo.com
Thew Item is still un-opened and I want my FULL refund in my account, no store credit
Thanks!
*** ***
***
e-mails: ***@yahoo.com and ***@yahoo.com
Final Business Response /* (4000, 14, 2015/09/17) */
Dear Revdex.com,
Best Buy has been successful in contacting Mr***, and we have facilitated a return of his funds to his credit card
Please forward any additional concerns to our office and we will respond accordingly
Thank you,
Cassie E

Dear Revdex.com: Thank you for sending this on for review*** *** *** must resolve all collection inquiriesThe customer may contact our collections team at*** or ###-###-####
Kayla ***

I am rejecting this response because:
The gift card has balance because somebody used it through your website's loopholeEven one of your customer managers told me the fraud who bought a $merchandise in your store using all stolen gift cardsThe gift card is not stolen because of my carelessness, however because of your website insecurityI do not accept this solution. *** G

Dear Revdex.com - We have reviewed the previous cases regarding the gift card that this customer requested be reissuedThe gift card number provided to our back office associate did not have any value, so there was not any amount to reissueBest Buy is not liable for any lost or stolen Gift CardsPer
Best Buys Terms and Conditions - We can replace the remaining balance on a lost, stolen or damaged gift card, as long as you have the original purchase receiptBecause there is no remaining balance on these cards, we are unable to reissue any cards as they have no valueWe are sorry for the loss of your card, however, we are unable to assist you further with this matterRegards, Amy C

Dear Revdex.com,Customer has been refunded for the TV and the GSP Plan. We are unable to return the Sound bar because it is significantly out of the return exchange policy.Best Buy considers this matter resolved.Thank you

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 After reviewing the customer’s account, we see she was able to return the item in store on 11/21/We will be sending a
$** Best Buy gift card as a customer service gesture to the address provided to the Revdex.comPlease allow 10-business days for it to arrive Best Buy considers the matter closed Regards, Kathryn S

Dear ***,Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have caused youWe have ensured that an agent from our Remote Support team contact you to help facilitate any work that needs to be done under your planThey have left a voicemail and sent
an email in an attempt to connect with you directly so we can continue to support your technologyWe would suggest that you follow up with them so that this can be rectified.Thanks,

April 12, To Whom It May Concern: Best Buy feels that we have fully addressed *** * *** concerns that were forwarded to your office as I have processed a credit as refund for the gift card in question. Furthermore, I called Ms*** and left a detailed
message explaining the credit and the two to three day time frame for the credit to hit their account. Nevertheless, 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 ***

I am rejecting this response because:I did exactly what Best Buy told me to do, buy another TV from the store, at the sale price, and that I would get a full refund (on top of the $I was compensated for all of the time I had to waste on this because of their screw up) I understand that Best Buy has fully refunded the cost of the initial tv that they never sent me, but never did I get an apology since the initial $"compensation" that is now gone.Thankfully, Amex finally stepped up and just gave me the $since they were also partially at faultAt least they finally admitted their role in this mistake

Dear Revdex.com,Thank you for providing this follow upBest Buy will not be arranging to have the customer's floor replacedOnce the customer's claim has been approved or denied by Sedgwick, or *** in this instance, Mr*** will work his case worker to discuss next stepsUnfortunately, best Buy has no visibility to, or ability to influence, the customer's claim with Bosch.Nevertheless, please feel free to forward any new information and we will address accordingly.Best,Cassie E Exec Res Sr

I received the following emailI sent the
documentation requested today and am waiting for a response. ... Hi ***, I hope this email finds you wellI am contacting you in regards to your Revdex.com complaint concerning a washing machine that was purchased on BestBuy.comFirst of all, I am sorry to read you had a disappointing experience with usWe strive to deliver world class customer service, and I am so sorry that yours was sub-par. When you have a moment, could you please send me the invoice or receipt information for the truck rental? I would be happy to see what we can do about a reimbursement. Best regards, Kelsey *** | Best Buy Co., Inc.Executive Resolution Specialist | Enterprise Customer CarePhone ###-###-#### |Fax ###-###-####

June 28,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** *** concerns that were forwarded to your office as our store leadership has reached out to Mr*** and offered a resolution to the matter through return of the productAdditionally, we have heard his concerns regarding the service received and have forwarded his comments to the appropriate leadershipNevertheless, please forward any additional concerns to our office and we will respond accordingly
Senior Executive Resolution Specialist Best Buy Corporate Campus
Sincerely,
Terrance ***
terrance.***@bestbuy.com

Dear Revdex.com,Thank you for sending this for reviewAfter reviewing the customers complaint we will approve an exception to refund the restocking fee in a form of a gift cardThis typically takes 7-business daysI have called the customer to discuss the complaint further however I got his voicemail
and left a detailed message with my direct phone numberThe customers case number is #***.Thank you,Karla ***

Dear Revdex.com, It would be the responsibility of Mr*** to cancel his monthly AppleCare plan if he upgrades his phoneAs he upgraded the phone through Sprint directly, we would not have been notified that he received an upgrade. We will be unable to provide Mr*** with a refund for
the payments he made. Thank you, Dan S.Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention. We recognize this has been a challenging situation for the customer. We apologize for the issues the customer has experienced with our various attempts to provide a customer satisfaction gesture. We have verified that
two gift cards were in fact sent to incorrect addresses. A third gift card has been ordered and is being sent to the address tied to this complaint. In addition, an e-gift card will be emailed to the customer. The physical gift card and e-gift card will meet the requested resolution the customer seeks. Best Buy considers the matter fully addressed.Thank you,David M