Best Buy Stores, LP - US Headquarters

Dear Revdex.com,  Thank you for bringing this matter to our attention. Please see below for the list of items listed on the receipt provided by the customer([redacted]). -Dell Inspiron laptop, Model i753T-1121sLV/ SKU 1753359, cost $699.99-Dell Inspiron laptop, Model...

i7537t-2786slv, SKU 1753377, cost  $879.99-laptop 2 year protection plan(covers SKU 1753377), cost $159.99 Thank you for forwarding Ms. [redacted]'s concerns and please feel free to forward any other concerns and our office will respond accordingly. Thank you.

Initial Business Response /* (1000, 5, 2015/12/22) */
Dear Revdex.com,
Thank you for bringing Ms. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
I was unable to find a purchase for this customer besides the TV haul away....

The customer would need to have qualifying products delivered Best Buy home delivery for us to haul away like products at no charge. Since the customer states she has disputed the charge with American Express, Best Buy is unable to process a refund.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is certainly consistent with Best Buy's attitude and conduct to date. The people there don't take responsibility, they don't help, and they miss the point.
The point is that I paid Best Buy $99.98 for a service it did not provide, and Best Buy will not do anything to refund the money or to even explain why the service was not provided.
It was only in trying to resolve that issue, that I was told that I should not have been charged anything to remove the old tvs because of my purchase of two new tvs. I don't know how Best Buy could fail to find the purchase of the new tvs, if Kathryn S. looked at all. The charge certainly found its way to my credit card. The purchase occurred on the same date, 5 minutes prior, by the same customer, using the same credit card, from the same sales agent. The purchase was for two tvs and 1 microwave for a cost of $1230.47. Best Buy's claim that it couldn't find the purchase is in the same category as its claim that it couldn't reach the people it sent to my house to remove the tvs, and its claim that it wasn't really Best Buy's fault that the tvs weren't removed because Best Buy hired a third party to do the work after I paid Best Buy the $99.98 for it.
Whether or not I should have been charged a fee for removing the tvs,in light of my purchase of the other tvs, is largely beside the point. The point is that I was charged a fee, and I paid it, and the service was not provided.
Two people from Best Buy assured me they would take care of the matter and would call me back. They did not do so. After nearly a month passed, I recieved my credit card bill with the charge for removing the tvs on it. I resigned myself to the fact that Best Buy was never going to take care of the matter. I told my credit card company not to pay the charge, and I hired a different company to remove the tvs.
I will continue to work with American Express to make sure that Best Buy is not paid for a service it did not provide. I will also send a letter to the complaint department at Best Buy's headquarters describing the details of Best Buy's handling of this matter. It may shed some light on why people buy from Amazon instead of from Best Buy.
I am finished dealing with Best Buy. I will certainly never buy anything from them again. I don't know why anyone would.

Thank you for sending this over for review. I reached out to the customer on Friday via email letting her know we can make a one time exception and send her a return label so she can mail the product to me at corporate and once I receive it I will be able to provide a refund. The customer has my...

contact information in case she needs to contact me when needed.Thanks,Karla [redacted]

Dear Revdex.com, Best Buy store management team and offered a new inbox TV and complimentary delivery. The customer opted to take the stand and remote out of a new in box TV. He also opted to retrieve the parts himself. As a gesture, Best Buy also offered a gift card for the inconvenience. We would like...

to apologize for any inconvenience and frustrations caused. Kind regards, Ash E

Dear Revdex.com: Thank you for this referral. As a fellow consumer, I can certainly relate to being disappointed over a product delay. However, it is an unfortunate possibility when numerous customers are placing orders simultaneously from many different regions. We do our best to provide accurate and...

helpful information on our site, but Best Buy is not legally bound to honor any content or compensate for product availability/delays, as we have disclaimers that explain the potential for error, which is never done with malice or purpose. I have included the relevant policies as published on www.bestbuy.com, for the customer's convenient reference. In closing, we will not be issuing any funds for this matter.Conditions of Use...http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat2044000500...⇄ on Our Site - 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. 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.[redacted]Order Confirmation - Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order.Shipping Costs & Timing...http://www.bestbuy.com/site/help-topics/shipping-costs-and-timing/pcmca...⇄ can see estimated arrival dates on each product page and during the checkout process. Certain products may require additional days to process prior to shipping. This will be reflected in the estimated arrival date. Saturday delivery, if available, will be specified on the product page and during the checkout process. Otherwise, shipping methods apply to business days, not weekends or holidays. Same Day delivery is available in select areas and ZIP codes and is available Sunday–Saturday, excluding holidays. Not all items are available for all shipping methods. This will be identified on the product page and during the checkout process.Backorders & Product Availability...http://www.bestbuy.com/site/help-topics/backorders/pcmcat31600005...⇄ | http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ an item you've ordered is on backorder, we'll send you an e-mail to let you know the estimated arrival time. You can choose to wait for the item or cancel it.

April 15, 2016 To Whom It May Concern: Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as the item was no longer available and we regrettably had to cancel the order in question.  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

Revdex.com:
He revisado la respuesta hecha por la empresa en referencia a la queja ID [redacted], y encontrar que esta resolución es satisfactorio para mí. Hello!!! Your message I received on 21 February 2018, I want to let you know that the technician came to the house the day 13 February 2018 and was more than 2 hours trying to fix the washing machine, but without any positive result. Finally put to wash and saw that the machine does not complete the cycle of SPIN TO END. Determined to change parts.On the day of 22 February 2018 Today, I call ALL SET APPLIANCE SERVICE INC., the company to which the technician named Julius works with # ###-###-####, there helped me Miss Mia and tells me that they are waiting for the warranty parts, who have only received one (1) and still missing three (3) more, when they are available. They called me to make an appointment.In this way I wish to understand that I am not denied to fix the washing machine, but if I'm very upset because they have been 6 times to my house and no one has given to the issue of the washing machine. Another annoyance is that I bought a safe and never gave me the warranty terms and conditions, only the attached document.[redacted] - [redacted]@gmail.com###-###-####

Initial Business Response /* (1000, 5, 2015/08/07) */
Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.
I'm sorry to hear about the difficulty you've had with your order, and I understand your frustration. rest assured that I've shared...

your experience with leadership here at Best Best corporate.
According to our records, you called in to our customer service line on 08/04. At this time it was explained to you that you were still within your return and exchange period and that you need only request a shipping label or bring it into the nearest store before Additionally, you were provided with a 30.00 Best Buy gift card (which is in the process of shipping to your home)as a gesture of goodwill. the case number for this is [redacted].
According to your UPS tracking info you have shipped the product back to us, and it is currently in transit. Once received, you will be issued a refund.
Thank you for making Best Buy aware of this concern.
Sincerely,
Cassie E.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cassie. I am looking to receive the item I ordered, not receive a refund. I would like an item that will not be damaged when I open it, which I feel is more than fair when I am paying for a "Brand New" item. I want the item exchanged, not refunded. Also, as I had stated before in my conversations with Customer Service, I no longer am at that address since the beginning of the month, so I will not be receiving the gift card you sent. Do you have the tracking number for the shipment you mentioned?
Final Business Response /* (4000, 18, 2015/09/28) */
Dear Revdex.com:
Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position.
Previously, we provided a tracking number that was issued to the customer. This tracking number indicates that while the customer was provided with a label to ship the product back to us, UPS was unable to pick up the product as the product was unavailable for shipping by the customer.
I have reissued the $30.00 GC promised to the address provided to the customer in this complaint.
Thank you for your time,
Cassie E.

I am rejecting this response because: I received the check for $204.49, but I did not receive the $200 check, please send, thanks.

Dear Revdex.com,Products and supplies may be limited in her area. Although local stores may carry the item, shipments are sent from our warehouses and cross docks.Per the terms and conditions on our website:...

http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order".I would recommend that our customer contact her local store to see if the unit is available before doing an in store purchase. Kind regards,Ash

I am rejecting this response because:
When I ordered two suitcase on 7/24, the total order price is ($99.99+$199.99)=$219.98. I paid with 3 reward certifications ($100+$100+$5) and the rest of amount $14.98 with my BestBuy credit card. I got all those 3 Bestbuy reward certifications because I spend more than $2000 in May for purchased lots of kitchen appliance and applied BestBuy credit card. Sears sold those two suitcases for ($64.31+$78.06)=$142.37, I should get the refunds ($219.98-$142.37)=$82.46.  My original reward certificates ($total 205) is my own money as well, why does BestBuy only refund the credit card spent $14.98? where is the refund amount for my original reward certification? it should refund to me with either new reward certification or credit back to my Bestbuy credit card.

I am rejecting this response because: Any store can cancel orders for any reason, but canceling my supposedly duplicate order less than 48 hrs from launch date when there is no way I can pre order anywhere else is not customer oriented, I placed my order more than a month ago. Please I am just asking you to call the store and tell them to save one item for me, I am going to pay for it. Or reinstate murder and send me the item. Thank you for your understanding, I am confident you are a customer oriented company.

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy takes pride in proving excellent services although some times things do not go as planned. We see that there was system issue causing a delay on delivery which the...

customer was notified. We are not able to substantiate that we offered a gift card to the customer nor do we offer compensation for issues such as this. At this point the appliances have been delivered.
Best Buy will not take further action and considers this matter closed.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He lies the clear issues with Worst Buy. They made the mistake twice and take no ownership for their errors that left me paying my contractor to sit at my home on 10/12 then again on 10/13 when they said they fixed the error and set up the delivery for 10/13. From this point I see that they don't give a crap about the poor service not do they see any reason to take ownership of the piss poor service. I am happy that my home will be featured in Dwell magazine and a portion will focus on the appliances we purchased at Worst Buy. I will consider them to make amends one last time. If they choose to ignore their mistakes I will be sure to clearly explain all of this in our interview for the magazine and explain how they missed our delivery date twice and didn't feel it was a priority to own this and leaving me out to dry for 2 missed deliveries is a simple "sorry" is all the missed expectations deserved. I appreciate the Revdex.com contacting them but seeing as how the bar is set so low by leadership I am really not surprised by their lack of response. Good day.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer.While we understand the disappointment of a relatively new product not working correctly, the customer is currently outside of the return period and...

the item is not eligible for a refund or replacement. The item has never been serviced by Geek Squad and we have no way to verify that it is truly irreparable. The customer has been advised to work with [redacted] for repair covered under their warranty, and we encourage her to continue to work with them. At this time, Best Buy will not be replacing the customer's television and consider this matter closed. Sincerely,Kelsey F.

Dear Revdex.com,Thank you for bringing this to our attention. The customer needs to return both products and then a refund will be created. A shipping label was created on 12/13 for the customer. When that package is delivered it will take several business days to process and then they should see the...

refund on their credit card. Thank you Gail D.Best Buy

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We have verified that your order was cancelled and that you were able to purchase a television from the store. We have also confirmed that a generous discount to the television was applied as an exception to our policy.We will...

be utilizing this experience to better our internal processes in the future. Thank you again for taking the time to make Best Buy aware of this matter.Thanks,

I am rejecting this response because:
The phone number provided on the account is either [redacted] or [redacted]. It may be under my husbands name [redacted] as well. The address on file is [redacted] [redacted], gilbert az 85297.

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry for the setbacks endured by the customer when dealing with this situation.  We have reviewed this and have refunded the amount paid by the customer. Per our return policy, software is not...

returnable but we have made an exception and refunded. The customer should see the refund posted to the account in a few business days.  Thank you.

Dear Revdex.com, sent the following email:Dear [redacted], Thank you for contacting the Revdex.com about your order concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for review. I am very sorry to hear of the difficulties you encountered...

with the delay in receiving your Bell'O Media cabinet w/fireplace. We have checked the case notes tied to your call with April, and providing the media cabinet at no cost was not mentioned, nor was there a request for reimbursement listed. Your first order # BBY01-[redacted], entered on 11/16/16, listed the price of $499.99, and was cancelled due to the manufacturer shipping delay. Your second order #BBY01-[redacted], entered on 11/30/16, listed the lower price of $399.99 and was picked-up at our Monroe, LA store. Although we can not accommodate your request for a complete refund of your purchase, I do appreciate your concerns, and have requested a $[redacted] gift card as an invitation to visit Best Buy again. You should receive the gift card within three weeks at your 520 Finks Hideaway Road, Apt. 20 address. Thank you again for making Best Buy aware of your concerns. We do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns. Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-####

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted] concern regarding online order #BBY01-[redacted] to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. Mr. [redacted]...

Visa credit card was charged $1, 422.42 for their online order of the [redacted] laptop; which was delivered and received on December 2, 2016. The tracking # verifying this is as follows:   UPS Tracking Number: [redacted]   Delivered December 2 Left at residential Signed by [redacted]   The gift card initially had an authorization hold on the gift card; however, it expired on 11/30/2016 and the funds of $298.96 returned to the Best Buy gift card on 12/12/2016.   While we apologize again for the experience Mr. [redacted] encountered, we would be unable to reverse the charge as the item was delivered and the online order is in a completed status at this time.   Mr. [redacted] has the option of visiting any local Best Buy store with their online order invoice/receipt as the Best Buy store management can perform a return and re-purchase of the [redacted] with Mr. [redacted] using the gift card towards the purchase for partial payment on a new transaction.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus