Best Buy Stores, LP - US Headquarters

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.   I received the memory card the other day, thank you for your interest and I am fully satisfied with the resolution.  Best Buy was very accommodating, and for that I am very appreciative. I still don't understand their policy to 'cancel' part of an order when it arrives before the rest of the order and is not picked up separately, but it all worked out in this case.  Thanks again,  [redacted]

I am rejecting this response because:
Don't under their answer "our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell".  I believed they were offering a product at a price and I was agreeing to purchase it at that price.  The product was widely available at other stores (namely Verizon) for several days after I placed the order.  If they could not fulfill the order I should have been notified immediately (not a week later) so that I could have made my purchase at Verizon.  It is just poor customer service and deceptive advertising.  Best Buy should make it clear that when you order something on their website it is not a transaction but rather an offer to purchase that Best Buy can reject at anytime. Will make all future purchases from Amazon to save the headache and frustration.

Dear Revdex.com, We have verified [redacted] has purchased the 4 year Geek Squad Protection Plan, as stated on the receipt. Please be advised per the terms and conditions of the Protection Plan (as found on www.BestBuy.com) our Protection Plan start day of purchase or the date customer initially...

received the item. At the time of selection and purchase the customer opted in for the protection plan, and in turn agreed to the Terms and Conditions of said plan. Those Terms and Conditions are made available on www.BestBuy.com as well as a list of available plans and what is covered by those plans. Best Buy feels we give every customer multiple opportunities to be aware of exactly what they are purchasing.   The expiration date is listed on the receipt provided at time of purchase to Mr. [redacted], who agreed to  and paid for a 4-year Geek Squad Protection Plan.  Once a Protection Plan becomes expired, it can not be renewed or reinstated. We apologize for any inconveniences this may have casued Mr. [redacted]. Best Buy will not be offering a renewal or reinstatement of the plan in question as it has naturally expired.   Thanks, Best Buy

Dear Revdex.com,After reviewing the customer's return history, we were able to to assist him with returning his computer. Thank you so much for making us aware of this issue.Best,Cassie E Exec Res Sr

I am rejecting this response because:
This does not address my issuee. I was forced to cancel the order in question since there was no hope of anyone fixing it. And I placed a new order in store. As a result of canceling the initial online order, I lost significantly monetarily. In addition there is an issue of 7+ hours spent trying to fix the online order. Best Buy contacted me recently promising to compensate for the money lost due to canceled order but I have not heard from them since. Thanks

Dear Revdex.com,Thank you for bringing this concern to our attention. To ensure we remain competitive with both retail stores and online business, Best Buy has chosen to match prices with many retail and online competitors, if they are offering a lower price that is available at the time the customer makes...

their purchase. However, this price match does not pertain to bundle offers and online prices of retailers not listed in our Special Consideration section of our Price Match Guarantee on our website: https://www.bestbuy.com/site/help-topics/best-buy-price-match-guarantee/pcmcat29...⇄ Since this was not eligible for a price match under our policies, we will not be offering the requested refund. We apologize if this has created any confusion and we thoroughly appreciate your feedback regarding our Price Match Guarantee. Sincerely,Best Buy

Dear Revdex.com,Thank you for bringing this to our attention. Our Executive Resolutions team was able to review this experience and provide a resolution.The customer brought in his laptop multiple times to our Geeksquad, as he did have protection. Although the laptop was fixed, it seems that the same...

problem keeps occurring on that model. As a customer service gesture, Best Buy will be sending the customer a check for the price of the laptop plus tax. With this, he can choose a laptop of his choosing to replace the product. The customer can expect the check in 2-3 weeks sent to the address provided.With the refund in the amount of the product, this fulfills our Geeksquad protection for his device. Best Buy considers this matter closed at this time.  Daniel S.

Revdex.com,  Thank you for bringing this to our attention. Please know that I personally connected with the customer, and am issuing her a $[redacted] Best Buy gift card to help resolve this for her as our customer. The customer accepted and was happy,  Thank you for allowing us the opportunity to make...

this right.   Regards, Sarah L.

Hello Revdex.com,   We are following up on [redacted] Revdex.com case.   The My Best Buy certificates are received by customers are based on the purchases they made with our company under the My Best Buy loyalty membership accounts. The My Best Buy memberships are voluntary for customers to join and the certificates are not redeemable for cash or refunds if customers utilize the certificates for future purchases and the purchases are returned or provided a price match; whether online or in our stores. If a refund is provided or receives a price match and a certificate was used for payment, the certificate would be reissued for the amount of the certificate they used.   In reviewing [redacted] online order for the suitcases (BBY01-[redacted]), they were only charged $15.92. The majority of the funds received for payment on this order was from the My Best Buy certificates ($205.00) [redacted] mentions in the Revdex.com follow up. Citi Bank who manages the Best Buy credit card will confirm the amount of the charge for this purchase transaction on the online order.   The credit [redacted] was provided by our representatives was credited back to the certificates used for the purchase; however, a computer issue did not correctly reissue the certificates back to [redacted] My Best Buy Membership account (#[redacted]).   While we would be unable to accommodate [redacted] request to refund the credit card $82.46, we will be adding 4, 250 points to [redacted] membership account ($85.00 in certificates) as the majority of payment received for the online order was made in certificates they earned from the My Best Buy loyalty membership program on the purchases made previously from our company.   The points (4, 250) will be visible in [redacted] account (member #[redacted]) in approximately 24 to 48 hours. Points are converted to certificates in members accounts.   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

Dear Revdex.com, We have been investigating this case as TRE contacted us directly about the situation. The return block has been removed. Thank you.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding our Thanksgiving Day and Black Friday promotions to our attention.   The items in our advertisement are for sale in stores and on our website for Thanksgiving Day and Black Friday. Printed on...

the front page of the advertisement under the yellow header at the bottom of the page, it states “Quantities on all items in this ad are limited.” This applies to items advertised online as well and we apologize if Mr. [redacted] did not see the fine print in the ad or online for our sales starting on Thanksgiving Day through Friday for the door buster specials.   While we apologize [redacted] was unable to purchase the [redacted] 49” TV advertised on the front page of our Thanksgiving Day, Black Friday advertisement and our website, we would be unable to accommodate their purchase request.   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Arrangement have been made for Mr. [redacted] to return the computer to Rockville Store 293 for a refund.  Mr. [redacted] has been in contact with the Store GM and will bring the unit in when he visits his father.Best Buy considers this matter resolved.Thank you, Larry S.

Dear Revdex.com,Thank you bringing this concern to our attention. The return order has been received and a refund has been processed. Best Buy feels they have fully addressed this concern. Thank you,Gail D.

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.

Initial Business Response /* (1000, 10, 2015/06/24) */
Dear Revdex.com:
Thank you for bringing this customer's concern to our attention. On behalf of Best Buy, I apologize for any frustration that this matter may have caused.
The customer had a data transfer from his [redacted] PC...

to a new HP computer. As per the scope of work of the service, all of the customer's data files were transferred. Some of the files transferred to the new HP are in an older format that is not compatible with Windows 8 which is why the customer is unable to open them as they are. The data is there, but in order to access the data files, the customer will need to use software that is compatible with Windows 8 which is what our agents have recommended.
As per our return policy, completed services are not refundable, and we will not be refunding the customer for the service fee. We stand by the work that was completed during the data transfer service.
Sincerely,
Ana T.
Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 12, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy employees knew/should have known that much of the data transferred would not be able to be opened before transferring the data from my old computer to the new one. AND, after charging the $79.99 fee for the data transfer, the company attempted to extort another $270.00 for an additional program which would be able to open the files. I feel that Best Buy employees are guilty of misleading customers in order to sell additional products.
It is no surprise that due to this company's misleading sales/business practices possible bankruptcy may lie in its' future.

Dear Revdex.com,Thank you for brining this to our attention.  We try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-free. The customer can still return the product for a...

refund.Best Buy feels they have fully addressed this concern. Thank youGail D.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the TV 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 expectations.  ...

Our Durham store processed the return and refund for the TV purchased from our online store yesterday and the return transaction receipt information is as follows (store #, register #, transaction and date):   1051 041 6571 07/11/2016   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: the employees who sold [redacted] product did not tell me that I was still under coverage through [redacted] and never directed me to [redacted], they just told me I had no coverage

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the TVs purchased and return requests to our attention.   Regarding Mr. [redacted]’s TV returns and exchange requests, the [redacted] TV return request was denied due to the return history they...

have with our company.    First, the following signage in attachments is posted in every checkout lane as an 11 inch by 17 inch “cash mat” (text enclosed within protective plastic that is positioned horizontally across the top of the checkout counter) where it may be reviewed prior to any purchase.  The following pictures show the cash mat as a whole, and a detail of the section addressing the Returns Tracking Policy.   Second, Best Buy’s receipts contain the following language describing Returns Tracking on the front side of the receipt beneath the transaction information:   “A valid receipt is required for all returns. Except where prohibited, we may request an ID. ID info may be stored in a secure, encrypted database used for tracking returns and exchanges.”   In addition, Best Buy partners with The Retail Equation (TRE) and our return policy was implemented early 2011 to monitor returns. Signage has been placed next to each register outlining this info and an alert message is printed on the front of the receipt to increase customer awareness as well.   Based on return/exchange patterns, some customers will be warned that subsequent returns and exchanges will not be eligible for returns or exchanges for 365 days.   TRE has a website set-up that contains a listing of FAQs and can be found at the following hyperlink:   http://www.theretailequation.com/Consumers/FAQ.aspx   If Mr. [redacted] would like to contact TRE directly, they can be reached at ###-###-####.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com - We have reviewed Mr. [redacted]'s concerns and forwarded them to the Geek Squad Customer Care team that oversees deliveries and installations in Mr. [redacted]'s area.  We have requested that they open a property damage claim with our claims administrator Sedgwick, and that they contact...

the customer regarding any reimbursements that may need to be made.  The customer's should expect to be contacted by A Geek Squad Customer Care agent within the next 24 hours.Regards, Amy C