Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the expired promo code for the joystick purchase to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations when the promo code in the package from the manufacturer was expired. We have credited their online order (BBY01-[redacted]) $48.03 and for a better Best Buy experience, sending a $** Best Buy gift card from our corporate office. The gift card should be received in approximately 10-15 business days.        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: I would like to keep the case open until I receive my device back.

I am rejecting this response because my delivery was cancelled and rescheduled 3 times, yes 3 times. It took me almost a month and 3 days off from work and countless hours on the phone before I received a replacement. I still have YET to receive a call or reply email from the stores general manager regarding this order and the unacceptable treatment I had to endure from his store night shift manager and all parties involved. I expect to discuss this with a district or regional manager at this point.

I am rejecting this response because: Not good enough. I want to escalate this to the corporate office. Geek Squad customer service sucks. They are horrible. You can never talk to the same person When you call the number they will not connect you to a technition before their "entry person" tries to fix the problem even though it never works. Then, when the technician is on your computer they do not call you. There techntion did something to my computer and it went into safe mode and I could not even use it. The wait time to talk to a the technician is over an hour most of the time and then they do not resolve the problem. I have been a loyal customer at best buy for over 20 years and have spent at least $20,000 on TV's Computers etc. I have been with Geek Squad since 2007 and up until recently rarely called them. I want to know why a technician who comes to my home cannot fix my problem and why after spentind two hours on the phone with online support thye cannot fix the problem. connecting a printer is not rocket science. Really?

I am rejecting this response because:I had to cancel the order because best buy didn't not after to the price after hours of conversation with best buy. The laptop I ordered was inferior to the one earlier ordered. I would still like the laptop I ordered initially .

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me for the following reason: [redacted] is unable to work with me to resolve the situation while the product in question is still registered to Best Buy.Thank You[redacted]

Initial Business Response /* (1000, 5, 2015/12/24) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy has reviewed the situation presented by the customer. The details regarding the multiple service appointments for the receiver are accurate. The customer does have an...

active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairs. Despite repeated efforts to repair the device to full functionality, the device has continued to have operational issues. Best Buy will connect with the customer and provide the resolution that has been requested.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this, but have concerns that this will be executed.
Final Consumer Response /* (3000, 12, 2016/01/07) */
I have not received any calls, emails, letters from Best Buy about getting the replacement receiver that they offered in response to my complaint. You did not provide me with a contact person to follow up with at Best Buy. You have closed the case but the matter is NOT RESOLVED. I would ask the the Revdex.com contact Best Buy again regarding a timetable and a contact information for how to receive the new receiver they have offered. It is not enough for them to answer the complaint, they need to follow through.
Final Business Response /* (4000, 14, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy reviewed the situation presented by the customer. There have been numerous voice messages left for the customer at the number provided by the customer. We invite the customer to call the store directly at [redacted] and ask to speak to the general manager. The details regarding the multiple service appointments for the receiver are accurate. The customer does have an active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairs. Despite repeated efforts to repair the device to full functionality, the device has continued to have operational issues. Best Buy will provide the resolution that has been requested.
Thank you,

Our Geek Squad team was able to connect and speak with Ms. [redacted] on Friday and we are currently working with her and our field leadership to get the soonest possible appointment scheduled to bring this matter to a full resolution.

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our Executive Resolution Team for proper review.We sincerely apologize for any inconvenience experienced in the attempt to make this purchase. Unfortunately,...

Bestbuy.com is unable to reflect proper inventory levels in real time and occasionally, orders may cancel or items become unavailable as a result. As this item remains sold out, we do not possess a way at this time to process any orders for the Nintendo Switch and are unable to fulfill this request. We again sincerely apologize for any frustration this may cause, and encourage our customer to replace their order once the item becomes available again on bestbuy.comBest regards,Shane M.Executive Resolution SpecialistBest Buy Co. INC.

Revdex.com,  The information communicated is information I attained from cased calls documented with our 1-888-BEST BUY team. We thank the customer for their feedback, and will note this information. Either way, the customer was refunded in full as premised on my last communication. Thank you.   Regards, Sarah L.

Dear Mr. [redacted] - We have reviewed your order and found that the information you were provided by our customer service agent is correct.  Your order was placed on November 24, 2017 and the first authorization attempted between Best Buy and your credit card's bank was declined.  Our system...

again tried to authorize the purchase with your bank on November 26, 2017 and that attempt was declined as well.  On November 26, 2017 an email was sent to the email address for your order stating that the order would be cancelled.  We are unable to offer you Black Friday pricing as this was not an error on the part of Best Buy.  Regards, Amy C.

09/18/2017 To whom it may concern, Best Buy has reached out to the customer and resolved this matter.  We will be issuing a credit as a one time exception to our return policy.  Additionally we have followed up with the local store and will be addressing this issue on a store...

level as well.  Nevertheless, should any further questions or concerns arise, please feel free tor each out to me directly for assistance.

Revdex.com, Thank you for bringing this to our attention.  We were able to locate what caused the camera to not be sent, please know that we sent the missing product to the customer at no cost. Regards, Nick S.

Dear Revdex.com, Thank you for bringing this matter to our attention.  We gave the store where the purchase was made visibility to the concern.  After reviewing the details presented, the store contacted the customer and offered a resolution which has been accepted by the...

customer.  Best Buy apologizes for the difficulties the customer experienced and considers the matter closed. Thank you, David M.

I am rejecting this response because: The Geek Square team called me last Thursday, 5/17 and schedule me the next move today from 3 to 5pm.  The only problem is he again made the same mistake like the last time without adding the clause to remove my build-in refrigerator.  The warehouse folk finally noticed this mistake today, the day the move supposed to be happening, but the damage has been done.  The delivery needs to be pushed to the Thursday 5/24.  Which means I need to wait another 3 extra days without refrigerator.  How can the same mistake being made twice for the same delivery?  There is notes in the order clearly stating that the broken refrigerator is a build in one and it is heavy and need extra man power to remove it.  I am super unhappy how this is being handled and how much time I have been wasted on a simple delivery.

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressed. We have attempted to contact the client however the phone number provided is invalid and the customer has not responded to our email communication. With the information provided from the customer, we cannot locate any...

purchase history with Best Buy and therefore no work can be done to acquiesce the customer's request. In regards to the lesser amount of refund, the deduction on the refund is due to the missing component. For more information on our Return Policy, please visit www.BestBuy.com.We would advise that the customer respond to our email communication, or provide other contact information, so that we can investigate this claim.Thanks,

Dear Revdex.com,I have called the customer and educated him on our Trade In Program and offered to make a one time exception to mail him a $** gift card. The customer confirmed that he understood the how our program works and provided us his feedback that we should make this more clear online that the store makes the decision on what the value of the unit is depending on the condition. The confirmation number for the gift card is [redacted].Thank you,Karla [redacted]

Revdex.com: I deeply appreciate the help from Steven with bestbuy executive team, thanks for the effort he has took in resolving the issue, thank to the Bestbuy store in Arden Sacramento, they helped to corrected the cellphone plan, the one store in Elk Grove is cold hearted though, their employees are not willing to help, all they do is throwing the customers away!   
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 12, 2015/10/01) */
Hello Ms. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the delivery and installation of your appliances. I am Brian with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I apologize for the experience that you had, and I understand the frustration that this situation must have caused for you. We value feedback such as this, as it helps us make decisions for the future of our company.
I have shared your complaint with the team that resolves installation and delivery issues, and I have been advised that we have completed the delivery and installation now. If any issues remain unresolved, please email me at Brian.[redacted]@BestBuy.com or call me at (612) [redacted].
Your satisfaction is important to us. Please accept a $** Best Buy gift card as our invitation to shop with us again for a better experience. This gift card will arrive to the address cited on this complaint within approximately 2-3 weeks.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation, and for being our customer.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]

I am rejecting this response because:
I am rejecting this response because I did not do anything wrong to deserve this inconvenience as this was cause solely by an employee of best buy.  I am extremely upset and disappointed with Best Buys inability to accept responsibility regarding this transaction and I will make it my personal business to share my customer experience with everyone I come on contact with.  I will be closing my best buy credit card and we no longer continue to shop there.  They just lost a customer for life!!!!!!!  This has been the worst customer experience ever!  They are a sorry excuse for a company.  Bunch of cowards!!!