Best Buy Stores, LP - US Headquarters

Dear Revdex.com,The Customer was issued a refund at Best Buy store 1071 yesterday 2/8/2017. Best Buy considers this case resolved.Thank you

Dear Revdex.com, Customer has not responded to voice message

June 30, 2017
To Whom It May Concern:
 
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Miss [redacted] as the delivery by UPS was rejected by her and is in transit to return to our shipping location under UPS tracking #[redacted]. Once the shipment is returned and processed the customer will receive a refund. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Sincerely,
 

Senior Executive Resolution Specialist Best Buy Corporate Campus
terrance.[redacted]@bestbuy.com Ideation, Context, Maxmizer, Activator, Communication

Dear [redacted], Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters, your complaint was forwarded to me for review. I am very sorry hear about your experience with the delay in...

delivery of your new refrigerator and apologize for the inconvenience and frustration the matter has caused you. I am happy to hear that the Refrigerator was delivered and Tania with customer care at the DDC followed up with you and confirmed that the delivery was complete and installed and that everything is working fine.  Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.  Sincerely, Larry S

I am rejecting this response because:
I talked to a manager by the name of Carolyn yesterday who gave me a case id number [redacted] stating they could not mail me a physical check. If a physical check is going to be mailed I would like to see a copy of this check, I would like to know the day the check is going to be sent as well as the tracking information to ensure the check is coming. This has been going on for over a month and I've requested a physical check before and that request was refused every time so I need to make sure it's actually going to be sent and i'm not just being told this to close this case.

Dear Revdex.com,Best Buy feels that we have fully addressed customer’s concerns that were forwarded to your office in our previous response and we maintain our position. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11456559, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Revdex.com,
Thank you for bringing the customer's Avengers: Age of Ultron return concerns to our attention. Called customer. Apologized for her concern, provided information on the need for receipt information and offered a $[redacted] gift card...

for customer satisfaction. Customer should receive her gift card within three weeks.
Sincerely,
[redacted]
Executive Resolution Specialist
(612) [redacted]

Dear Revdex.com,We have contacted the Mr. [redacted] and he informed me that Samsung is sending a Technician to replace the back of the TV in question.I have requested that the customer provide me with photos of the defect so we can keep them on file should the problem reoccur.Best Buy considers this matter...

resolved.Thank you,Larry S.

Dear Mr. [redacted],   Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I am very sorry to hear about the delay in receiving your Preorder and I apologize for the...

inconvenience and frustration the matter has caused you.   Please understand there are several factors that are out of Best Buy’s control when it comes to preorder delays the most significant is delays by the supplier in shipping the product on time to us.  We do understand you have options to make these purchases elsewhere and as we do value you as a customer I have applied a $** credit back to your Credit Card the original form of payment as a customer service gesture for any inconvenience.   Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.   Sincerely,   Larry S

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 feel this response is "satisfactory" to resolve the current issue. However I hope their process does not hinder other customers and get the run around as well. They have explained their process and "algorithms" to determine denials but again, these are algorithms and not the 100% facts from customers.Thank you for your time and willingness to stand up for me and other consumers.Sincerely,[redacted]Sincerely,[redacted]

Dear Mr. [redacted]   Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I apologize for the delay in receiving your refund and  for any inconvenience and...

frustration this matter may have caused you.    I am pleased to inform you that a refund for both the Dishwasher and the GSP Plan haves been issued to your original form of payment. Reference # [redacted] 7/08/16.  It may take 2 to 3 days for the refund to appear on your account.    Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.   Sincerely,   Larry S

Initial Business Response /* (1000, 10, 2015/06/30) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the issue with the no lemon policy. My name is [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters and...

your complaint has been forwarded to me for resolution.
I am sorry to hear about this issue and I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us make decisions for the future of our company. I want to assure you that I am using all my resources to get that device junked out for you. It may take 24-48 hours for a resolution and if I am unable to get the junk out approved I will help with the cost of a new computer for you. Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at [redacted]@bestbuy.com.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from Best Buy Geek Squad on July 2,2015 asking me to contact them, upon calling, I was notified, my unit in question, had in fact been junked out. I was instructed to go to customer service at the Best Buy Burlington, NC store. I advised I would be going on Friday. I went to customer service, they advised me how much I had to spend, directed me to the computer area, and I found my new laptop. I ended up going with a different brand. I am very happy with the turn out. I wish however I didn't have to involve the Revdex.com and in the future, I would recommend Best Buy geek squad, to be a little more customer friendly and to listen to their customers. Its a shame it had to come to this. I do thank all the employees at the Burlington store, for their treatment, and for the interaction from the team that got involved once I contacted the Revdex.com>

Dear Revdex.com, Thank you for bringing this to our attention. On 8/3/2016 our Clarksville, TN store management refunded the customer’s cell phone purchases (#[redacted] 08/03/2016) as requested.    Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####

I am rejecting this response because:I was told when I purchased the insurance that if phone was lost damaged or stolen, it would be replaced.  You did not even address the rudeness that I experienced by your customer service team, you did not address the fact I  was lied too.

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
The original product box is considered packaging when it comes to a return or...

exchange. I tried to call the customer to obtain the purchase information, but he hung up on me. I would need the Customer Service Pin from the sales receipt in order to research the issue.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to their corporate customer service. the rep told me that they contacted the local store and were told that the box the phone came in is needed for an exchange. lacking the box I was told that I would have to submit the phone for warranty work through [redacted]. I never hung up on anyone. they could avoid nonsense like this by simply adding to the receipt that the original box is needed for an exchange. I and anyone else I can convince, will not be doing any further business with best buy.

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 meI received a phone call the corporate...

office of Best Buy. The contact person name was Amy. We discussed the situation and she was very concerned and showed that she wanted to find a solution to my problem. When I encounter a problem I like to try to find a solution to the problem so that it does not occur with any consumers. Amy stated that some times the computer system is not updated with the item in the store for sales. I explained that I purchase on line a lot and if something that I want to buy it states on the website if the item is out of stock before I enter my credit card number and decide to place the order. Immediately after I placed the order I checked my account and the funds where showing in the pending section. A few days later after I filed my complaint the charge did fall off of my account. I think it should have never got to the point of verifying if the funds were in my account especially since Best Buy knew that the item was not in stock at the store.We went back and forth with the discussion and I finally told Amy that I think we will have to agree to disagree and end the conversation. She offered me three choices. The first would be to cancelled the order, which I did not want to do because I would have to start the process of buy the item over again. The next choice was to go into the store and she said she would give me a discount on another item but different brand. I really did not want to rush out and take a chance with the item not being in stock. She assured me that it would be. The last choice was a gift card to be sent to me and wait until the item arrived on the date given on the order. Amy gave me her direct phone number and said if I have anymore problems to contact her directly. If nothing else I would hope that I was able to give Best Buy thoughts of how they run their online business. I hope this is the end this my experience with Best Buy and no one will ever have to experience anything like to.

I am rejecting this response because:You did not address anything. The corporate representative who responded to me was emotional and often interrupted me. The pure fact is that the items were not properly cancelled in the system, which eBay confirmed as much. It is not my fault or eBay's fault if Best buy's automated system failed to cancel the items. I am a seller on eBay and am fully aware on how to manually cancel items. Best Buy needs people to properly address issues like these by accessing eBay's system manually. When I have PayPal and eBay insisting no refund or item cancellation took place, and I have to ask them to step in and open a claim, that is akin to fraud on Best Buy's part. I wholly do not accept Best Buy closing my repeated escalations and pleas for help when they did not handle the order correctly, pure and simple. I don't need any further response to this from Best Buy.

I am rejecting this response because:First of all it's Mrs. [redacted] not Mr.  And second it was not headphones!  It's was a Bose Wireless Speaker!  That being said, the issue was not just the price.  It was that they would not honor the manufacturer's warranty.  All they needed to do is exchange it under the warranty and when they did that they expected us to pay the difference between the employee price and regular retail.  Whether it was bought on sale or at employee price, what difference does that make under a manufacturer's warranty.  Great research on your part  Best Buy!  Your response did not address that issue at all.  So if I return something that is defective and I bought it on sale or as an employee if the price is higher on the return date, I now have to pay the current selling price?  What kind of return policy is that? So basically you can only return a defective item when it is on sale if purchased on sale otherwise you have to pay the current selling price.  The employee discount does not come into play here.  A discount is a discount whether it is a sale price or an employee benefit.  My son tried to explain this the the Geek Squad Manager and I discussed this issue with the Manager on Duty when I called.  Do a little more research, Best Buy, before responding to a Revdex.com complaint. And one final point, the store manager has not called me as I requested.

Dear Revdex.com, The $99.99 charge was an automatic renewal fee for her Geek Squad Technical Support plan. It also renewed the year before on 10/7/15. The plan has since been canceled and she will receive a refund of $99.99 in 1-2 billing cycles. We apologize for any confusion this has...

caused.  Sincerely,  Dan S.Best Buy Executive Resolution Team