Best Buy Stores, LP - US Headquarters

Dear Revdex.com, According to our records this order has been cancelled, and the customer has accepted a $[redacted] Best Buy store credit as resolution to her issue. As such, best Buy considers this matter resolved. Thank you for making best Buy aware of this issue. Please let us know if you have...

any questions. Best,Cassie E. Exec Res Sr

Dear Revdex.com - We are currently working with the General Manager of the North Avenue store in Chicago and the AT&T representative assigned to that store.  We hope to have some additional information regarding this issue later today.  We will reach out directly to the customer to resolve...

this issue.Regards, Amy

I am rejecting this response because:
I was given a refund for horrendous service. Although the person who replied to this Revdex.com complaint feels that the complaint was "fully addressed," it was not. This message conveniently ignores every single thing I said about customer service. My issue wasn't the high price, it was the communication. I could've easily turned down two parts of the four that were suggested. My complaint was about the Geek Squad external group not calling to communicate the issues, disappearing on emails, the customer service rep who refused to get a supervisor, the customer service rep who hung up on me and just all around bad service. Your external reps should leave better communication with the customer service reps so they don't have to deal with this.  I got my refund, but judging from the attitude and the indifference of such poor customer service, there is a 100% chance that I will never use the external shipping/Geek Squad reps again. The ones in the stores (Bedford Park, Evanston, Chicago's Clark St.) are all very pleasant. But dealing with the external Geek Squad reps is a challenge every single time.  The fact that the person who responded to this Revdex.com complaint overlooked all of that and just focused on physical abuse to a computer tells me that they somehow think their way of communication for computer repairs is justifiable. I'm baffled. You have now made me feel far more confident in my decision to get my computer repairs at Office Max going forward, which should be a disappointment considering I am a loyal RewardZone and Best Buy shopper. But again, I got my refund. I just want you to know that you did not acknowledge any of the complaints outside of price for a computer.

Revdex.com, Thank you for bringing this to our attention. Please know that we do have a Return and Exchange promise of 15 days. The customer was well beyond that timeframe; however, as a onetime gesture in good faith, I have issued the customer a refund for half the cost of his order. The total refund is...

$598.69. I personally connected with the customer on this matter, and sent his additional concerns about the store's service level to the appropriate parties for internal review. We hope that we were able to repair the customer's faith in Best Buy. Thank you again for allowing us the opportunity to address these concerns.  Regards, Sarah L.

Initial Business Response /* (1000, 5, 2015/07/30) */
July 28, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted]s concerns that were forwarded to your office in our previous contact with the customer. We have informed the customer that due to a credit...

dispute initiated by them with their creditor they will have to work with the collections group to resolve the double refund that they received. 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 /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure what contact you mention here. Best Buy sent this to collections even before I got the second refund. I got the second refund as a result of me complaining to your customer service about the collections notice. I never asked for the second refund, and my case should have NEVER gone to collections to begin with. It is because someone on your side FORGED my signature on the customer receipt that I am having to deal with this nightmare, and no one from your customer service team has been able to assist. They either say they will call back and never do, or just misinform me. The amount of phone calls, emails, and time I have spent to resolve a "debt" I dont owe is beyond absurd, and shows the incompetence of Best Buy employees and the lack of professionalism from this company. To this day, I am making multiple phone calls and being given the run around because I made the huge mistake of making a large purchase from this company. I will never spend a penny here again, but first I need someone to resolve this in a timely manner. I will not stop until my complaints are heard, I dont understand why you people think my time is free.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We have verified that a respresentative within Best Buy has already resolved this issue with the client. Please reference internal case # [redacted]
Best Buy will take no...

further action.

Dear Revdex.com Best Buy feels that we have fully addressed our customer concerns in the complaint that was sent to your office on 7/11/2017.Our Geek Squad has performed a repair on the computer and offered the customer a gesture towards the repair.Nevertheless, please forward any additional concerns...

to our office and we will respond accordingly.  Sincerely,John S.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is lacking and insincere. Yes, while I did cancel the order, Best Buy made no acknowledgement of their mistake. I cancelled the order as the product did not arrive, but that does not excuse how they mishandled the situation. Stating to me that I could buy another product is not customer service or handling a resolution. They told me a product would arrive, it never did and they never informed me it would be delayed. I had to call to figure it out after the product was already supposed to arrive. And this is after they confirmed it would arrive on time. They made no compensation for their failure and were happy to leave my family without a stove with no notice. If I wanted a stove their suggestion was to either buy one I didn’t like or pay more for one with similar features, they didn’t even offer to cover cost differences. This is why I cancelled my order with them. While I may be only one customer, I am a customer that they have lost for life.

Initial Business Response /* (1000, 10, 2015/06/22) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your refund. I am Andrew C[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 am going to send you a check as a onetime exception for $93.01. You will receive this check within 7 to 14 business days.
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 or to call me directly at (612) [redacted].
Sincerely,
Andrew C[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Andrew for you addressing my issue in a timely manor and the compensation offer. I do accept the $93.01 check by mail. I appreciate it very much.

Dear Revdex.com, Thank you for bringing Mr. [redacted]‘s concern to our attention. When we looked into the order we see FedEx picked the item up on 1/3/17 and had the item out for delivery on 1/4/17. It appears FedEx ran into issues locating the street address which delay the delivery until 1/5/17....

We understand this may have caused inconveniences however the delay on delivery for 1/4/17 was not caused by Best Buy. Mr. [redacted] has accepted the mentioned discount/gift cards offered by the representatives as a gesture for the delay on our end. No further gestures will be offered. Best Buy does not compensate for time.   Best Buy feels that we have fully addressed Mr. [redacted]’s concerns. Best Buy has provided our final stance and that stance remains the same.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.      Thank you, 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 me.Thank you so much!!!

Initial Business Response /* (1000, 14, 2015/10/02) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
Unfortunately, Best Buy cannot accept online orders from Mr. [redacted], though he is welcome to shop in our stores.
In lieu of the $150 promotional...

discount, I am sending a $150 Best Buy gift card to Mr. [redacted] as a customer service gesture. This gift card will arrive to the address cited on this complaint within approximately 2-3 weeks.
Mr. [redacted], I apologize for your disappointment, as we value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Initial Consumer Rebuttal /* (2000, 16, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,   The tracking indicates the item is still in transit. The expected delivery date previously supplied by USPS was only an estimate. At this time we request the customer wait until the end of business on 12/11. If he still has not received the item by then and the tracking indicates the package is lost, we are happy to reship a new product or provide a refund at that time. I previously left the customer a voicemail and sent an email. He may contact me directly or respond through this complaint.   Regards, Kathryn S.

Dear Ms. [redacted] - We have made a one time exception and posted the points to your My Best Buy account.   Please note that purchases made at "stand alone" Pacific Sales locations are not eligible for My Best Buy Reward Zone points at this time.  You should see the points within your...

account within the next 48 hours. Regards, Amy C.

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. To better serve the customer we want to look a little more into this on our end and familiarize our self with this. We will contact the customer directly to discuss this concern. Thanks,Best Buy

Dear Revdex.com,Thank you for bringing this to our attention. On 12/21/16 our Vallejo, CA store management exchanged the customer's Logitic keyboard as requested.  Thank you, Dean [redacted]Executive Resolution Specialist###-###-####

Dear Revdex.com: I am researching this promotional detail and investigating the circumstances. I will follow up with the customer via e-mail with my findings. Thank you!

May 18, 2016
 
 
To Whom It May Concern:
 
Best Buy apologizes that [redacted] [redacted] had
difficulties with the product in question. As an act of higher level customer service I have
requested a $[redacted] Best Buy gift card for Ms. [redacted] to use towards the...

replacement
of the product in question.  The gift
card will be processed and mailed in the next 7 to 10 business days.  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

Dear Revdex.com,   Thank you for your partnership in bringing this matter to our attention.  At this time with the information provided we don’t have a record of the purchase to find a resolution for the customer.  If the customer could provide more information we would like to do...

additional research in providing a resolution.   Best Regards,

Dear Revdex.com: If the customer was advised to keep the product, then a re-billing would never be justified. I am sorry for the misunderstanding. Thank you!