Best Buy Stores, LP - US Headquarters

01/09/2018To whom it may concern,Best Buy has reached out to the customer and discussed the situation.  We apologize for any miscommunication and will be working with our staff to provide clear and accurate descriptions of service costs.  Should any further issues arise, please do not...

hesitate to reach out directly for support.

August 3, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the gift card in question has been cancelled and refunded to the original form of payment.  Nevertheless, please forward any...

additional concerns to our office and we will respond accordingly.    Sincerely,     Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution. I have emailed the Customer and am waiting for a reply. Warmest Regards, Best Buy

Revdex.com, Thank you for bringing this to our attention.  After reviewing the purchase dates and billing cycle dates there was a misunderstanding of when the coverage ended, and no wrongful charges were made. Regards, Nick S.

Dear Revdex.com,Based on the information provided, Best Buy was unable to identify the charge. We would recommend that the customer dispute the charge with the issuer of the credit card. Best Regards, Ash E.

I am rejecting this response because: Not sure if this is actually the correct 'acceptance' or lack there of. I explained to BB that it was a glitch in their computer. I find it interesting they don't have those calls to tech support trying to fix it. BB has the rudest people. I found my speakers, at a slightly higher price, from Kohls. I wouldn't take anything from BB if they offered it for free. I have satisfaction knowing I am not alone in these feelings. I posted a public post on FB and Yelp. I'm not alone.

Hello Revdex.com, We are following up on our previous response to Ms. [redacted]’s Revdex.com case. Ms. [redacted] stated in the original Revdex.com complaint the following: “I want the washer replaced. QUICKLY.” We would be unable to accommodate Ms. [redacted]’s resolution request for a replacement as per the T&C of the GSP plan. However, we will forward Ms. [redacted]’s request to have the washer repaired onto our service team for in home repairs. Ms. [redacted] will be contacted by the service team in scheduling a repair appointment and to continue with repairs on her unit. Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Dear Revdex.com, Thank you for bringing this to our attention. Mr. [redacted] has reached out to the Revdex.com in the past regarding this matter, and we certainly apologize that this is still an issue. As this relates to his bill with a 3rd party carrier, it is a bit more complex and can take more time for us...

to resolve as we need to work directly with the carrier towards a resolution. I have engaged store leadership who will in turn be contacting the carrier representative in their area to address this matter. I will follow up as soon as I have more information. Thank you,  Dan S.Best Buy

Dear Revdex.com, Since the phone was exchanged with a new phone instead of a refurbished phone her Geek Squad Protection Plan was fulfilled. Normally a claim would not fulfill the plan but she received a new device. Thank you, Dan [redacted] Best Buy Executive Resolution Team

Dear [redacted] - We have reviewed the order that you placed and while standard shipping is free, faster forms of shipping do have a charge associated.  In the interest of good customer relations, we have refunded the $11.98 in shipping charges that you incurred.   This was a one...

time exception as our free shipping offer is only good towards standard shipping unless otherwise noted.   We thank you for taking the time to notify us of your concerns.   Regards, Amy

Dear Revdex.com,Best Buy does not warrant the product descriptions are accurate. Ms. [redacted] could have returned the product for a full refund, but chose to keep the product. We have reached out to the customer and offered a one time customer service gesture.Information on Our SiteWe 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. Prices and promotions are subject to change, and may vary from those offered in our stores. We cannot confirm the availability or price of an item until you place your order. Despite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order. Thank you,Gail D.

Dear Revdex.com,Thank you for giving us the opportunity to address Mr. [redacted]'s concerns. Mr. [redacted] received a refund for the full price paid, per his warranty plan,  for the TV he purchased in 2016. He purchased and returned 2 TV's before purchasing the last on one 5/27/16. The TV. was priced at...

$4,499.99, with discounts the store applied, Mr. [redacted] final price was $3,475.99. Best Buy does not price match vendors advertising a no tax discount. Thank you,Gail D.

Dear Revdex.com We have been in communication with Mr. [redacted] and have provided him with a full refund for his online order.The refund has been made to his original form of payment Credit Card ending in [redacted].Best Buy considers this matter resolved, Thank you,Larry S

Dear Mr. [redacted],Thank you for bringing this matter to our attention. We apologize for any confusion or miscommunication surrounding stacking price matches and Gamers Club Unlocked discounts. We believe that confusion to be the cause of this issue and we are glad to correct the pricing for you.We...

have verified that a price match was not yet completed on order BBY01-[redacted] past the initial $11.71. We have corrected that price match with the application of an allowance in the amount of $5.28. You can expect that refund to reflect on your credit card within 3-5 business days depending on your financial institution. Both orders now have the same reflected price for the game in question.Thank you for the opportunity to rectify this and for your continued loyalty to Best Buy.Thanks,

I am rejecting this response because:
The language the business is referring to is a standard advertisement language that appears in all [redacted] Galaxy S7.  Mr. Casie should know this by now, and check the language used for brand new phones.  Unless the ads categorically states the ear set is not included, the buyer assumes this is part of the package as when you get when you buy a brand new one.  When you buy a refurbished TV,  do you assume the remote control is included? Of course unless it states otherwise in the ads.

I wanted to provide a response for this case, if possible. I am sincerely sorry for the delay. Our process for home delivery issues has recently changed, and we are reliant on information from a separate  team.   I received information from our appliances escalations team today,...

and they informed me that they are working with the customer to arrange pick up of her appliances.  The pick up has not been completed yet, but steps have been made to facilitate this request. The appliances  escalation team will keep me in the loop regarding progress.

Dear Revdex.com - Our records indicate that the customer's washing machine has been replaced under the manufacturer's warranty.  We apologize that the washing machine was not replaced as quickly as the customer would have liked, however, because the machine was replaced by [redacted], it was up to them...

to procure a new unit and get it scheduled for installation.   We will be closing our review of this customer's concerns at this time.Regards,Amy

Initial Business Response /* (1000, 14, 2015/10/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We have verified that the phones sold on the last transaction were in fact brand new in box products that were not previously used or sold. The carrier, Verizon Wireless, does...

not allow used/refurbished phones to be activated on installment billing plans.
The customer does not have Geek Squad Protection on the phones, nor is the purchase within Return Policy and therefore Best Buy cannot approve an exchange.
Thanks,

Revdex.com:
I...

discussed the issue with Larry last week. He apologized for the problems we experienced with the Geek Squad and proactively offered to send us a $[redacted] gift card within the next three weeks as an apology. I agreed to proactively close the attorney general report and accept the business's response through the Revdex.com.Thanks for your help.[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
As Ms. [redacted] mentions in the complaint, the promotion was to receive a $100 Best Buy gift card with the purchase of a qualifying [redacted] phone. I...

apologize for any misunderstanding or misinformation regarding the promotion, but as the promotion was in partnership with [redacted] and as the promotion specified the purchase of a [redacted] phone, it stands to reason that returning or exchanging the product for a non-qualifying product would void the promotion. No promotional gift card is owed under this circumstance.
Ms. [redacted], I apologize for your disappointment, as we value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612)[redacted]