Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused for the customer.  Could you please have the customer provide photos of the alleged cracks/display issues on the screen?  Sincerely,Kelsey F.Executive...

Resolution Specialist Best Buy Co., Inc.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the authorization holds to her credit card account for online order #BBY01-[redacted] to our attention. ...

                     Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. We contacted Ms. [redacted] directly by telephone and email about her concerns. Our online support team has confirmed the online order was cancelled and have informed us the payment has been suspended; which will stop Ms. [redacted]’s credit card from attempting to authorize again. The issue you experienced has been corrected in our systems that caused the authorization holds.   In addition, as a customer service gesture and for a better Best Buy experience, we will be sending a $[redacted] Best Buy gift card from our corporate office to enjoy some shopping on us. The gift card should be received in approximately 7 to 10 business days.      Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Best Buy feels that we have fully addressed the complaint that our customer sent to your office on 01/02/2018. Best Buy was not notified of the customer request to cancel the GSP as explained in the terms and conditions of the GSP policy until after he had been charged for the plan. ...

Best Buy has cancelled the GSP as requested in a previous interaction with our customer service team and we have provided a gesture of a refund of the 3 payments for the GSP.  However, Best Buy will not be refunding any additional fees that the customer may have incurred by his bank. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely,Best Buy

Dear Revdex.com,   Thank you for bringing Ms. [redacted]‘s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   We had our Covert Quality Assurance team reach out to Ms. [redacted] on 3/15 but the call was disconnected upon...

introduction.  We would be happy to have the team contact Ms. [redacted] again if she would like or if she feels more comfortable calling in as opposed to a cold call she can call ###-###-####.    Sincerely,  Scott M.

Dear Ms. [redacted],Thank you for bringing this matter to our attention. We apologize that you and your daughter were unable to take advantage of the sale price in question. Unfortunately when a promotion ends at a specific time, the applicable time zone is Central time. This means that after the...

11:59pm CST time passes, the promotion is over and cannot be price matched to after it's expired. This information is available on www.bestbuy.com in the Conditions of Use and Price Match Guarantee sections.Best Buy will not be offering a price match for the product in question as the time frame for the promotion has passed.Thanks,

Dear Revdex.com,I am sorry for the confusion - here is the email chain that Steve has been working on to get the customers issues resolved. The warranty has been cancelled and refunded and the late fees have been removed from Citibank. We are waiting to get a response on what her options are as far as her credit rating.April 3, 2017     Consumer Protection Division Government Center South, 5th Floor [redacted] Indianapolis, IN  46204     RE:  File No.: [redacted]     Dear [redacted]:   Thank you for bringing [redacted]’s concerns to our attention. The following is the response to consumer complaint File No.: [redacted] filed with your division. At this time Best Buy feels we have appropriately addressed this issue.   [redacted] purchased the Geek Squad Technical Support (GSTS) plan for 1-year and is seeking to have the plan refunded and any subsequent charges they incurred on the Best Buy credit card account and credit rating restored.   When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the GSTS plan and plan terms would be sent to them via email address they provided and available on our website too. When signing, they agree to auto renewals unless they opt out of renewals when signing the point of purchase box at the time of the purchase. Our 1-800 representatives have shut off the auto renewals in our system and we have credited/refunded Ms. [redacted] $102.09 back to the Best Buy credit card for the GSTS plan renewed on 06/25/2016.   Best Buy has a working relationship with Citi Bank whereby they provide credit card services to our customers. For security and privacy reasons, Best Buy does not have direct access to or influence over Citi Banks records, policies, procedures or card holder agreement customers sign when it comes to removing any banking fees. However, after receiving Ms. [redacted]’s AG Office consumer complaint, we contacted Citi Bank on Ms. [redacted]’s behalf. Citi Bank has informed us they have removed interest, late fees and zeroed out her balance. Citi Bank stated they will be requesting a payment history update through the credit reporting agencies. For additional information or to verify the account balance, we encourage Ms. [redacted] to contact Citi bank directly at ###-###-####.   Thank you again for allowing me to respond to you on behalf of Best Buy.  Please let me know if you have any further questions or concerns regarding this case.   Sincerely,     Steven [redacted] Sr. Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### (direct) ###-###-#### (fax) Steven.[redacted]@bestbuy.com

Dear Revdex.com, Below I have posted the reponse to the complaint that Mr. [redacted] filed with the Revdex.com on 07/08/2016: "Hi [redacted],  Thank you for bringing this matter to our attention. We are sorry that you had a negative experience with this purchase.  Best Buy has verified that the store...

leaders have discussed this matter with you directly. As a business, we do reserve the right to refuse a return if appears the product was damaged through use.  Once again, thank you for taking the time to share your feedbackBest regards, Dave M. Exec Res" Please let us know if you have any additional questions. Cassie E. Exec Res Sr

Dear Revdex.com,Thank you for giving use the opportunity to address this concern.  This was an in store only promotion. The web site clearly states it is an in store only promotion. Disclaimer on Best Buy's website: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.Best Buy feels it has fully addressed this concern. Thank youGail D.Best Buy

Initial Business Response /* (1000, 12, 2015/08/24) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I apologize for the experience that Ms. [redacted] had. Upon receiving this complaint, I reached out to our service management team. I have been advised...

that Best Buy arranged for a third-party service technician to go out on 8/20 to repair the refrigerator, and that the repair has been resolved.
Ms. [redacted], your satisfaction is important to us. Please accept a $** Best Buy gift card as a customer service gesture to you. This gift card will arrive to the address cited on your complaint within approximately 2-3 weeks.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]

Initial Business Response /* (1000, 7, 2016/01/21) */
The following email was sent to the customer on 12/26/15:
From: [redacted], Dean
Sent: Saturday, December 26, 2015 2:10 PM
To: [redacted]@hotmail.com
Subject: FW: CUSTOMER COMPLAINT: Violations of Best Buy Code of Ethics
Dear...

[redacted]:
Thank you for contacting Best Buy about your damaged television concern. I'm Dean with the Executive Resolution Team, and your email was forwarded to me for review.
I am very sorry to hear that there is a crack in the screen of your recently purchased [redacted] 65" television. I appreciate your concerns and forwarded your feedback to our Melrose Park stores General and District managers attention. They are willing to provide a one-time exception on replacing your television for a comparable open box or new television, up to the original price paid. The exception is based on inspecting your television for excessive damaged, and the offer is good till Friday, 1/1/2016.
Thank you again for making Best Buy aware of your concerns. Please feel free to contact me with any questions or concerns.
Sincerely,
Dean [redacted]
Senior Executive Resolution Specialist
(612) [redacted]
[redacted]@bestbuy
Initial Consumer Rebuttal /* (3000, 9, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Mr. Dean on 12/28/2015 by email to advise that I would be out of town for the New Years Eve holiday and that I would be out of town on that date 01/01/2016 and would not be able to meet that dead line. Also called the corporate office and in speaking with a customer service representative explained that I sent dean the email. She said that she would contact Mr. [redacted]. He did call me back and I was able to verbally advise Mr. [redacted] the same thing that I sent him in the email. Mr. [redacted] advised me that he sent a message to the Best Buy in Melrose Park and would get back with me. It is now January 21 and neither Mr. [redacted] nor the management team from the Best Buy in Melrose Park has contact me back. The operation, including the HQ have very poor communication and follow up skills. As you can see from all the other comments I sent in my initial complaint. This is UNACCEPTABLE. I can't get the company to follow up with me
At this point I think I want to take this a step further or file a complaint with the Attorney General.
Again, as a customer I am contacting them more than they are contacting me. WHAT HAPPENED TO THE SUPERIOR CUSTOMER SERVICE THEY TALK ABOUT IN THEIR CODE OF ETHICS
Final Business Response /* (1000, 13, 2016/02/03) */
Dear Revdex.com:
We have contacted the customer via phone and email in response to Revdex.com case #[redacted]. We have offered to replace the customer's 65" [redacted] television via a Digital Coupon at the original amount paid. Customer is satisfied.
Sincerely,
Dean [redacted]
Senior Executive Resolution Specialist
(612) [redacted]
[redacted]@bestbuy.com

Dear Revdex.com,Best Buy has verified that Order BBY01-[redacted] has been full cancelled and the forms of payment has been fully refunded and replenished. The gift cards were then used at an in store location per transaction [redacted]Best Buy has fulfilled all obligations as far as refunds. We will not be offering any considerations to this matter as we consider this resolved.See attached receipt.Regards,Ash

Dear Revdex.com,Thank you for bringing this matter to our attention. We have verified that the store Geek Squad released the same exact unit that was dropped off to be restored. The iPad was brought into store with a "iPad Disabled" issue and was locked by the original owner's iCloud account. The Geek...

Squad completed the restore of the unit successfully and released it back to the client. After a restore, the client would have to enter the previous Apple ID, which is linked to the school district, in order to access the iPad. Best Buy and Geek Squad has rendered the services correctly and no further action is to be taken on this matter. We would suggest that the client contact the party from whom they received the iPad in order for it to be unlocked via iCloud.com. Thanks,

Dear Revdex.com,Thank you for bringing this to our attention. I have contacted [redacted] and apologized for her TV order concerns. Due to her experience, I have requested a $130.00 Digital Coupon was requested for customer satisfaction. Thank you,Dean [redacted]Executive Resolution...

Specialist###-###-####

Dear Revdex.com, Thank you for bringing the customer’s purchase concerns to our attention. Our Rapid City, SD store did honor the customer's [redacted] dishwasher model and price request. The replacement purchase was processed on 3/27/17. Sincerely, Dean [redacted] Executive Resolution...

Specialist###-###-####

I am rejecting this response because:
I brought it to the Geek Squad at Best buy and I was told there is a virus when there is not a virus, the mother board is faulty. you sold a laptop with the mother board faulty. not only you are refusing to replace it, but you want to CHARGE me to fix it by your Geek Squad. The least thing you can do,its to have my laptop fix without a charge.

Dear [redacted],The Certificates can be found in your online My Best Buy Rewards account.  You can access the Certificate by printing it out or when in the store informing the associate at the check out that you have a Certificate  and they will find it and apply it or you can make a...

purchase on line and will find the Certificate in the Check out.I have reissued the $40 Certificate and it is in your rewards account now.  This Certificate will expire on 1/19/19.Best Buy considers this matter resolved. Thank you, Larry S.Best Buy

I am rejecting this response because:
I completely understand that I was not on a qualifying legacy plan to receive the discount - but I was only told that long after I had purchased the phone. They are correct that some of our plan members, including my husband, previously received a monthly discount for a leased phone and that went away once the plan was switched off of the legacy plan. For clarification, my phone was never receiving a credit so it's not an instance of I had one and then lost it, and am now complaining about it. My issue is that at the time of purchasing my phone, I was not on a legacy plan, but was still told by 2 Best Buy team members and 2 Sprint representatives that the phone would cost me $7 a month. Had they looked at my account correctly and communicated that the credit would not apply to me due to the plan I was on, I would not have purchased the phone in the first place!You are correct that I have declined switching back to a legacy plan as it would cost more monthly, and thus that is not a suitable option. But to reiterate, I was not the one the inaccurately reviewed my plan, and was told of a discount that should not have applied to me. I had not been on a legacy plan for months prior to purchasing the phone, which I can prove by going through previous bills - which I did with Mike on the phone and expressed again that I was not on a legacy plan at the time, so why was I told by so many different representatives that my cost would be $7? This is a clear error on Best Buy and Sprint's part, but one that I am now paying for, which is unacceptable and far from the Customer Service I would expect in any circumstance but especially one where I've been a Sprint customer for basically 10 years and have been purchasing my phones from Best Buy mobile for a number of years as well. I should not be responsible for paying for someone else's mistakes, simply put.

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

After receiving Mr. [redacted]’s Revdex.com complaint, we did verify our Lynnwood store had the 2-items they requested for exchange in stock and referred to the store for exchange when we called them on 11/17/2017 and leaving them a voice mail at the phone number they provided.   In addition, as a customer service gesture and better Best Buy experience, we have sent Mr. [redacted] a $** Best Buy gift card to enjoy some shopping on us. 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

Thank you for contacting Best Buy through the office of the Revdex.com about your recent order. My name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about your order 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.According to our records, you placed an order for an in home service, and were offered a scheduling date of 07/29, which you declined. At this point you asked for a refund, and your case was dispatched to a  queue to be refunded. Your refund has been processed, as of 08/01/2016, though this can sometimes take 5-7 business days to go through,Again, I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situation.Sincerely, Cassie E. Exec Res Sr

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

expectations. After receiving Mr. [redacted]’s Revdex.com complaint and investigation we conducted, we would be unable to accommodate their compensation request of $961.56 for “personal out of pocket expenses.”   We have offered Mr. [redacted] our final resolution of a $[redacted] check as a customer service gesture via email on 06/23/2016. If they wish to accept, they have until 8:30 AM on 06/25/2016 to accept the offer by replying to the email sent by our Appliance Customer Care Executive Resolutions team.       Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus