Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the Nintendo NES game system they wished to purchase from our online store to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed...

we did not meet their expectations. Listed on our website under “Conditions of Use”, it states the following:   By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms ("Conditions of Use").   Under “Information 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.”   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄   We only offer this for clarification. Based on the website disclaimers under “Conditions of Use,” we would be unable to accommodate Mr. [redacted]’s request in purchasing the Nintendo NES game systems at the price of $129.00 or provide a gift certificate.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   As we outlined in our previous response, the return policies are posted at our checkouts and visible to customers prior to purchase and would be unable to accommodate Mr. [redacted]’s exception to our return policies based on the return history with our company.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: I have contacted my customer and we are working to resolve matters. I enaged my executive partners for assistance resolving matters. We have discovered an isolated system issue (IT) is preventing the contract records from updating. The ticket was escalated to Tier II today. The customer...

has my direct contact information and we will continue working together outside the Revdex.com forum to resolve matters. Thank you!

Revdex.com,  Thank you for bringing this to our attention. Please know that this product was of limited quantities, and we will not be honoring the customer's request. Our terms of use state that we are not responsible for canceled orders. Thank you.   Regards, Sarah L.

Dear Revdex.com, We have verified that the adjustment made on 04/06/2016 has corrected any discrepancy with the charges. The customer has been refunded for the phone on the order in question and any outstanding amount needs to be brought to the attention of the customer's bank. Best Buy has refunded the customer appropriately and no erroneous charges have been made by Best Buy. Best Buy considers this matter addressed and case closed. Thanks,

Revdex.com,  Thank you for bringing this to our attention. Please know that our General Manger personally reached out to the customer and worked out a resolve. Thank you for allowing us to address the customer's concern.  Regards, Sarah L.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. We will be following up with the customer directly to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F. Best...

Buy

Dear Revdex.com - This issue was forwarded to our Delivery and Installation Team for handling and response.Regards, Amy C

Dear Mr. [redacted] - We have reviewed your orders and contact history and can see that our Social Media team has responded to a request you made and has made good on the items that you were missing from your orders placed in November.  At this time we consider this issue resolved.Regards, Amy C.

Dear Revdex.com, Our position has not changed. An offer was received and accepted by the Customer. The Customers concerns have been resolved. If there are any questions, problems or concerns, please feel free to contact us. Warmest Regards, Best Buy

I am rejecting this response because:
It is unprofessional for this company to just hide behind a corporate wall of mumbo jumbo and simply say. Sorry even tho our employee mis-represented the sale of the extended warranty we are going to do nothing about it and do not value you as a customer. I feel like I was treated unfairly and taken advantage ofat the time of sale and now when seeking a resolve to my issue. I was/am not looking for a free ride. I even offered this company to pay the difference between the two models if they were able to switch it out for the newer unit. This is think was MORE than fair on my part as a consumer. I think that my next step mayjust be the attorney generals office to file a formal complaint with them as this was clearly some type of effort to defraud me when I clearly was told at the point of sale that purchasing this "Extended warranty" would extend the warranty 2 years PAST the original MFG warranty. I am more than willing to work with the companyto get this resolved but they are not willing to help me at all it looks like and this is just poor business and a form letter reply to my problem that they send to everyone.I was expecting more support and am not at all happy with the outcome thus far.

September 25, 2017
 

To Whom It May Concern:
 
Best Buy apologizes for any delay experienced by [redacted] with the order in question. The promotional items in question were offered by [redacted] and would be fulfilled through them directly with the customer. Nevertheless, in...

recognition of the delay experienced by Mr. [redacted] I have requested a $[redacted] Best Buy gift card in his name. The gift card will be processed and mailed in the next 7 to 10 business days. Please forward any additional concerns to our office and we will respond accordingly.
 
Sincerely,
 

Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/08/22) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your negative home delivery experience. My name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters.
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 would like to have an opportunity to discuss this experience with you and I have a few questions in regards to the damage done to your home because we have insurance for instances like this that can take care of your damage.
[redacted], 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 Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]

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

expectations. We have in place a specific team for assisting customers with appliance delivery and installations. [redacted]’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Tracy [redacted] who will contacting [redacted] directly and resolving their concerns.        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: There is no billing error or problem on my end. Best buy customer service representative always gave automated response( template email). please carefully solve the problem.

I am rejecting this response because: While the computer was retrieved on 12/16/17 - I had to return it again yesterday (12/18/17).  Sorry but that speaks volumes to me. Again - I expressed what I WANTED DONE.  We'll see if that happens this time around and perhaps I can actually hold onto the laptop for more than two days. I use this laptop to perform duties relevant to my profession and this has been a MAJOR inconvenience; much data has been lost due to this and NO!!  I was not going to pay Best Buy/Geek Squad $100.00 to back-up data.  I can back-up my own data - the whole point was having the ability to access it; to get to my programs and files.  These are suppose to be the professionals.  How difficult should this have been? Best Buy:  Don't you think a little more is warranted here other than your apologies?  Or have these types of complaints become commonplace, more of the norm and to hell with "Customer Satisfaction?   Thank you.

Initial Business Response /* (1000, 9, 2015/10/15) */
October 14, 2015
To Whom It May Concern:
Best Buy feels apologizes for the experience described by Mr. [redacted] and I have requested a check for $70.45 for the customer for the original purchase price of the product to resolve this...

matter. The check will be processed and mailed in the next two to three business weeks. 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
Initial Consumer Rebuttal /* (2000, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Terrance, thank you for resolving this issue, I appreciate it.

Dear Revdex.com,   Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position.  Mr. [redacted] will need to work directly with DJI to file a warranty claim.   Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11597063, and find that this resolution is satisfactory to me.  I will not shop there again.  They do not point out a 15 day return policy, but I didn't ask.  I felt the computer was under warranty for a longer period of time and was naive to believe they were concerned about their customers service and retention.  I will accept a check in the amount of $100 as they offered.

I am rejecting this response because:This is not a true statement.  The first I was made aware of this was when I went to make a return and it was blocked.  I have made only 4 returns with Best Buy between August 2015 and April 2016, however The Retail Equation report states at the top they have accepted 12 items for return during this period. This I do not understand.   The explanation of what and why things were returned (all were done within the guidelines that Best Buy advertises for their return policy) were explained in the letter I attached previously here to Mr. [redacted].  Best Buy has yet to provide me any valid documentation where they will only accept up to 3 returns within a 7 month period.  Their return policy states "improper returns."  I have not made improper returns and should be removed from this list.   For the last many months, I have received emails from Best Buy requesting that I use my charge card and they are including special promotions for this.  My balance on my Best Buy credit card has been $0 for quite some time.Denise Lynch