Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing this to our attention. We would be glad to assist with this and we are sorry that it shipped to the incorrect address. Would Mr. [redacted] still like us to reship this to the address he provided in his complaint? Or would he like for us to provide him with a...

refund? Sincerely, Dan S.Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attention.  In order to answer the question directly, we do need specific SKU information.  Based on the scenario described by the customer, the situation appears to involve a SKU that is currently on Clearance.  When items reach...

Clearance status, the availability is restricted to stores that have any remaining stock.  The items cannot be ordered on-line.  Again, without knowing the specific item, this is just conjecture.   Thank you, David M.

December 9, 2016     To Whom It May Concern: Best Buy apologizes for the confusion regarding the Bose CineMate 15 Home Theater Speaker.  The incorrect price was listed and removed as soon as we identified the mistake.  There are other soundbar systems available within that price...

range on our website.  However, Best Buy will be unable to fulfill the offer in question as stated in our Conditions of Use list on BestBuy.com.  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

I am rejecting this response because:
We did receive the package from UPS finally last Friday, and then were able to make another trip to the local Bet Buy and get a refund. But, the numerous calls on hold and trips to the store went WAY beyond their offer of a $** gift card we may get. An Christmas gift ordered on 1 Dec 2016 and arrival mid-January 2017 is not acceptable. Too much frustration involved for an elderly couple. There were promises made on 6 Dec, 13 Dec and many points after that we would get our item or refund soon, and gift cards. We never got the item and had to purchase a second one to give for Christmas. We were promised several times that the refund was on it's way to reimburse us, but never got it. Then, the 2nd week of Jan. we were told that the UPS investigation was not given enough information so had to initiate a new one. Very poor customer relations and we just wanted to cancel the order, but were not allowed. Were required to wait, and that is not what we were told on 6th or 13th Dec. Corporate policy needs to be customer friendly. When items are not delivered, through no fault of consumer, a refund should not be impossible to get. Just notify UPS when they DO find the package, it needs to be sent back to warehouse. Customer should never have to wait this long or go through so much and be lied to more than once.

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear Revdex.com,
Our Black Friday sales time were made public and were available on the local ad and on Best Buy.com
These products were considered door busters and availability were limited to the number of tickets each store had for this item....

Customers would of lined up for tickets in a first come, first serve basis.
We will not be accommodating the customer's request for the [redacted] 49" nor a comparable TV at the Black Friday sales price of $149.99.
Best Buy apologizes for a any frustration or inconvenience that this situation may have caused.
Kind regards,
Best Buy
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy advertised a [redacted] 49" TV for $149.99 as part of their 2015 Black Friday sale. The item was not available as advertised on Black Friday.
Best Buy advertised a [redacted] - 49" Class LED 1080p HDTV Model: 49L310U SKU: 7437034 for $149.99 (Reg. $429.99) as part of their 2015 Black Friday sale.
Black Friday means "Friday", not Thursday.
It seems that they have engaged in false advertising by not having this item available as advertised on "Black Friday", Friday, November 27, 2015.
Since they did not have this item available on Black Friday and are refusing to sell this item to me at the advertised price, they are proving to be unreasonable.
Their Revdex.com rating should be downgraded not only for my case, but for the many other complaints which Best Buy has unresolved at Revdex.com.
I therefore intend to file a complaint to the United States Federal Trade Commission and begin contacting attorneys about this matter.
Black Friday means "Friday", not Thursday, and I think the judicial system will agree.
Final Business Response /* (4000, 9, 2016/01/12) */
Dear Revdex.com,
Best Buy stands firm with our original response and feels that we have addressed this complaint appropriately.
Thank you,
Ash E

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 called the Customer and left a voicemail. I have also emailed the Customer and am waiting for a response. Warmest...

Regards,Best Buy

Dear Revdex.com, I have forwarded [redacted] feedback to the general manager of the West Covina store as well as district leadership so that this can be addressed for employee training and coaching purposes. In order to resolve this matter, I have requested that a $** Best Buy gift card be sent to Mr....

** so he can replace the charging cord. He should receive it at the address listed on this complaint in 2-3 weeks.  Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com: After looking into this issue, I can advise that there are several service orders showing and two fulfillment orders.The first order is the original for delivery that took place on 7/15/15, but there weren’t any notes on this order about about he installation or that the client had any...

questions about the unit's condition.~ The history reflects the client called into 888-BBY to report the “freezer was not cooling and was making noise”. The phone agents contacted the Geek Squad, resulting in a service call being scheduled for 8/7.During this service order, 8/7/15, they informed the client that she would need a return/exchange order. The exchange order is under OMS [redacted] for 8/11.~ On 8/11/15, the client was a not at home and the order was rescheduled for 8/13.~ On 8/13/15, again the client was a not at home and did not accept delivery. Per the notes, the customer was to call back to reschedule at a time that worked for her.~ On 8/15/15, the client called and spoke with a representative and requested to cancel the return/exchange order because the return unit was now working.Following that interaction, she did not reach out regarding issues with the product until March 2016. Therefore, Best Buy was never neglectful in any response or service requests and I am closing this complaint. However, the customer dis purchase a protection plan; therefore, I have engaged my team to review what options we have for resolution within the terms of her coverage. I have sent the customer an e-mail as well.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 10/9/2017.We have advised the customer that the manufacturer's warranty is not void with the GSP and that we are only able to start the GSP at the date of purchase. After discussing this...

with the customer and informing him that we would not be able to make this a 5 year warranty, with his permission we cancelled the GSP and provided him with a refund of the GSP to the original payment method. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Sincerely, John S.

Final Consumer Response /* (2000, 6, 2015/12/09) */
Gary [redacted] at the Best Buy in Oklahoma City initiated contact BEFORE corporate received this complaint. He was responding to Best Buy's customer service satisfaction survey submitted after I took the computer in this last time. I was very...

upset at that point and completed the form based on my experience.
Mr. [redacted] was VERY professional and helpful. He took time to explain how difficult it can be for both customer and staff in regard to fixing some issues that 'come and go'. He thoroughly reviewed every issue and had already spoken with the workers that were previously involved in my issue so that he completely understood everything that had transpired.
I feel Mr. [redacted] did everything he could, and even more, to remedy this situation. I am very satisfied with his help and BECAUSE of his attention and efforts, I will continue to shop from Best Buy in the future. Not everything works easy in life, but when the people/business will TRUELY stand by their product and service in the end; that is what is important.
I would like to reiterate that this complaint was remedied BEFORE knowledge of this complaint and it is DUE to Mr. [redacted]'s punctual attention and efforts that I will continue my business with Best Buy. My hope is that Best Buy corporate will understand the business sense of continuing to ensure employees and especially management that are able to work WITH customers and that corporate make sure that management has the resources needed to ensure customer satisfaction. It is not the single sale that will continue business, but the happy returning customer that praises the company and their customer satisfaction when things go wrong.

I am rejecting this response because:I do not shop at Best Buy online nor do I receive their advertisements.  When the store assistant manager had to print out their policy as did occur in this matter, or direct my attention to a store register or at some location in the store that is quite visible to every customer, then someone failed at that store to make these rules available.  I will look around the next time I'm at any Best Buy store to see if these rules are visible enough that any customer walking thru the door can see them.  If this is not the case I file another Revdex.com complaint to make the Revdex.com and Best Buy aware of my findings.

I am rejecting this response because: My refrigerator is still leaking and has no be able to be repaired. The last company said they cannot find the problem and cannot help my.I have had it serviced 8 times already and they cannot find the problem . We are currently reaching out to a 3rd company to come and see the problem . I want a full refund or I would maybe consider a return to best buy  to purchase a more expensive model.

Dear Revdex.com,Best Buy has been in direct contact with Ms. [redacted] regarding her gift card. All funds have been refunded to the gift card, and Ms. [redacted] has our contact information should she need assistance in placing her order or working with the store. Please let us know if you have any...

questions!Thanks,Cassie E. Sr. Exec Res

Hello; I My name is Cassie with the Executive Resolution Team at Best Buy corporate headquarters. Our policy states the following in regard to item quantity limits: “Best Buy may sometimes limit quantities purchased per person, per household or per order. These restrictions include orders placed...

from the same BestBuy.com account or credit card, and sometimes even orders that use the same billing and/or shipping address. We reserve the right to limit quantities sold, including the right to limit or prohibit sales to dealers.” If you would like to review this policy directly, please visit the following link: http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ [redacted], I apologize for your disappointment, as we value your business. Thank you for making Best Buy aware of this concern. Sincerely,Cassie E. Exec Res Sr.

I am rejecting this response because:
First off  The total that I should Owe is $4030  And the refunds that I discussed with the previous person that I discussed it with the other day did not add up to that I then said OK she was telling me that the refund was 595 so when I spoke to citi bank they told me a different amount which is shorting me another $103 or something to that effect I want the credit card statements for both mine and my husband's credit cards to be a total of $4030 that's what it's supposed to be from day one after that I will then pay that and everything would be fine

Dear Revdex.com - Our records indicate that the customer's refund for this order was processed on November 2, 2016.Regards, Amy C

I purchase 15000.00 over the last 6 mos. From best buy. This tv was new in the box & was under the Holliday return for elite plus members Feb 14th 2017 was the last return date. We sold the tv to a customer & when we took it out of the box the screen is cracked. They was no way to know it was cracked until we sold it. If it wasn't cracked we don't need to exchange or return but there is no option available. I'm going to be buying more tv's in the future & be spending another 3 to 5000.00. I've been a customer since 1991 or 1992 & a reward member since you started program on that. We are talking less than 300.00 here. If you want to send me (3) 100.00 gift cards that will be acceptable & I can use toward my 3 to 5000.00 purchases soon. This is not a normal situation so please think about this some & let me know if you have any questions. Yes

Dear Revdex.com - We have reviewed the customer's orders and the notes from the primary support customer care associates that she spoke with.  We cannot see that any information was provided to the customer that she could receive a second watch free-of-charge.  The notes that are associated...

with the phone calls to our primary support agents state that the customer would need to work with the store to receive the refund for the watch she was charged for by returning it or by having the store modify the order.  We're sorry if there was a misunderstanding, however, the terms of the offer were not to pre-order a phone and receive two free Gear Fit 2 watches.  The customer has  been notified that she needs to return one of the watches to receive a refund of the $149.99 that she was charged when her credit card payment was declined on the initial pre-order. Regards, Amy

Dear Revdex.com,  Thank for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by the customer when dealing with this.  Please know that we has reviewed the issue and we have decided to refund the customer for the TV purchased with us. The...

customer should received the funds back to his credit card within the next few business days.  Best Buy considers this matter resolved nevertheless, please feel free to forward and additional concerns and our office will address accordingly. Thank you.

I am rejecting this response because:  We were NEVER told this was a special order.  This was ordered in July and still not received.  Even a special order would not take that long.  When we were offered another option we asked if we could talk it over and now we cannot get a hold of anyone about it.  By the way, we still do NOT have the range that we are paying for and it has been OVER three months.