Best Buy Stores, LP - US Headquarters

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 problems you have experienced with the TV Purchase and the gift card...

and I apologize for the inconvenience and frustration the matter has caused you. I have requested a $[redacted] Best Buy Gift Card as a Customer Service gesture as it is clear that your on line purchase was cancelled due to delayed delivery. The gift card will take 2 to 3 weeks to arrive and is being sent to [redacted] Clifton Park, NY 12065.  The same address as in your complaint.  The Gift Card will be mailed to you in a plain white envelope, so please watch for it in the mail.   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

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.  I am very sorry to hear about the problem with a pricing error on the Best Buy Website which you may have...

experienced and I apologize for the inconvenience and frustration the matter has caused you.   Unfortunately, if you did see this on our website it was in error.  Pursuant our Website’s Terms of Use :   “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.”   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, 5, 2015/11/25) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulty you experienced with the refund of your recent purchase, I am Larry S with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I am sorry to hear about the problem you had trying to get this issue resolved 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.
Per our telephone conversation on 11/25 you have accepted a gift card as a resolution to this concern. It will take 2 to 3 weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it.
Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved.
Best regards,
Larry S

Hello Ms [redacted], Thank you for contacting Best Buy through the office of the Revdex.com about your recent scanner purchase. my name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the confusion surrounding which...

software was meant to have come with your scanner, 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.After looking into it, it does seem that the manufacturer did used to include Photoshop Elements, but at some point stopped.  While the information on our website has been corrected, I can see how frustrating it must have been for you to attempt to correct this issue. I have shipped a copy of Photoshop Elements to the address that you've provided. the order number for this shipment is BBY01-[redacted]Again, I apologize for your experience, as we value your business.Cassie E. Executive Resolution Sr

Initial Business Response /* (1000, 12, 2015/08/06) */
Dear Revdex.com,
The No Lemon Policy is part of our Geek Squad Protection plan which was not purchased in this case. The computer would need to be sent out for service again as that is what HP covers under their warranty.
Thank...

you,
[redacted]
Best Buy Executive Resolution Team

Dear Revdex.com,Thank you for bring Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience or frustration caused to the customer.Upon looking at the purchase, we see the television was purchased on December 02, 2015. Our return and exchange period lasts 15 days after purchase normally,...

and because the television was purchased during holiday, the customer had a longer opportunity to return it. Additionally, we allow customers 3 days after arrival of the purchase to bring damaged or cracked screens to our attention. Because this television is now four months outside of purchase, we are unable to process a return or refund of any kind. The customer can certainly look into repairing the product, but should be advised that any repair for damage on the product is not covered by warranty. At this time, Best Buy considers this matter closed.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

I am rejecting this response because:The Best Buy employee Sarah L is incorrect.  My primary order was not placed with expedited shipping.  My primary order never arrived.  When I finally found a Best Buy CSR to replace the order she sent the order with expedited shipping by her choice.  An unauthorized charge of $9.55 was charged to my credit card by Best Buy.  I have spoken to numerous people in numerous countries in an attempt to get a credit for the unauthorized $9.55 charge.  Again, Sarah L. is wrong.  I never placed an order with expedited shipping.  If I would have done so and if I would have received the credit from Best Buy then I would not have had to file a Revdex.com complaint in the first place.  Sarah L. should not attempt to lie in order to cover Best Buy inability to provide customer service.

Dear Mr. [redacted], Thank you for forwarding your concerns in our Grand Junction location while trying to purchase a television through the Revdex.com. We apologize for any inconvenience this may have caused you. All of our products are categorized by a specific SKU number...

that ultimately determines the price point for a product, and often times, the prices are created with stipulations put in place by our vendors. Occasionally, some price tags are incorrectly placed on a product that they do not correspond to, and we do not have a way to substantiate that this was done by a Best Buy employee, as it very well could have been moved by another customer.  The price on the 65" television you saw was actually for the 55" model next to it. Therefore, we will not be honoring the price you saw, as it was not the price of the television.  At this time, Best Buy feels this matter has been fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

I am rejecting this response because:

Dear [redacted] - We have reviewed the concerns you raise regarding your purchase of an Open Box computer through E-Bay.  Unfortunately, your laptop is outside of the return/exchange window.  Additionally, as you did not purchase a Geek Squad Protection Plan, Best Buy is unable to...

offer to repair your computer free-of-charge. The computer should be covered under the manufacturer's warranty.  Here is a link to Samsung's warranty page for the unit that you purchased. http://www.samsung.com/us/support/service/warranty/NP740U5L-Y03USWe appreciate you taking the time to notify us of your concerns and recommend that you contact Samsung for assistance under their warranty.Regards, Amy C.

Dear Revdex.com,  Thank you for forwarding Ms. [redacted]'s response. Please know that our teams have contacted Ms. [redacted] and have addressed her concerns. Additionally we have forwarded her damage claim to the proper party for follow-up.  Thank you.

Initial Business Response /* (1000, 10, 2016/01/13) */
Dear Revdex.com,
I partnered with store and district leadership to get more insight. It was explained to [redacted] that the store was not aware of the existing $25 bill credit he was already receiving on his bill since he was out of his previous...

contract.
The discount continued when he upgraded but was not in addition too his previous discount. As promised his line access fee is $15 per month instead of $40 per month.
Store leadership states they have gone over this with the customer on many occasions.
We will be unable to adjust his bill or provide him with the $600 he is seeking.
Thank you,
Dan [redacted]
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 12, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told one thing to get me to get my purchase. I asked more than once about the amount I would have to pay. The people at the store were very friendly and helpful during the purchase. When I returned to get it corrected then It was explained that it was not their fault. They were not at all friendly. The manager Molly [redacted] treated me with disrespect. Best Buy sold me a phone based on a price. Best Buy should be responsible for their actions. Sales staff can then make big boast about other products but then so what...we can't be held responsible because of our employee's representation of a product or service. What other business runs that way?
The way this has been handled by best buy is terrible. As for the quote above That Store leadership has gone over this on many occasions is a stretch since I have spoken with Molly [redacted] once. As for the comment that they were not aware of the existing $25 bill credit then why was I told that they were looking at my contract. How did they look at my contract to sell me the phone.
Once again best buy misrepresented the deal to get me to buy from them on that day. They need to be held responsible for the action as well as how they respond to their employees behavior and representation to the public.
Final Business Response /* (4000, 14, 2016/01/15) */
Dear Revdex.com,
Best Buy feels that we have fully addressed concerns that were forwarded to your office in our previous response and we maintain our position.
We will be unable to adjust his bill or provide him with the $600 he is seeking.
Thank you.

I am rejecting this response because:
Not once has any Best Buy personnel contacted me personally about this manner. I have NEVER heard of such blatant disregard for a customer complaint. I find it hard to believe that you spoke with your team and they told you anything as NOTHING prior to today at approximately 1:37pm cst was remarks made to my account. I tried sending video of the incident only to get an email asking what my email was about. Even if denying my claim was the case, an actual phone call to give the impression that you care about the customers need would have been nice. I will continue to file grievance until someone actually listens to my complaint. Best Buy is the the absolute most unprofessional company I have ever dealt with through the Revdex.com.

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attention.  Correspondence regarding this case has been brought to our executive resolution team for proper review.  We are very sorry to hear about the described difficulties regarding the customer's cell phone...

information.  We have actively reached out to the customer in hopes of coming to a resolution at this time.  Best Regards,Bethany H.

Dear Revdex.com., According to our records, this order has been refunded to the American Express originally used for payment. This refund was processed on 06/14/16. The refund was processed in store, and the receipt number is [redacted] 06/18/16. If the customer has not yet seen the funds process back...

to the account, we would advise her to contact her bank.Thank you for making Best Buy ware for this issue. Please let us know if you have any questions.Kindest regards,Cassie E Exec Res Sr

Dear Revdex.com,Thank you for brining [redacted]'s concern to our attention.A refund of $54.11 has been provided to Mr. [redacted] for the antivirus that he renewed.If there is anything further we can assist with please let us know.Thank you,Best Buy

Dear Mr [redacted] - As stated in my original response to you, we do not have the range in stock to deliver to you.  You may reselect a different range that is readily available or you may wait for the GE range that is on order for you.Regards, Amy C.

Initial Business Response /* (1000, 10, 2015/09/24) */
Dear Revdex.com,
According to our records Mr. [redacted]'s service has been completed, and his dishwasher has been installed.
Nevertheless, please forward nay additional concerns to our office and we will respond accordingly.
Thank...

you,
Cassie E.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Best Buy did install my dishwasher and fixed our garbage disposal. The only odd issue is that a few days after they did so, I received another call from a company identifying themselves as Best Buy who said they were outside my front door and were here to install my dishwasher. I informed them this had been completed several days earlier. My only comment or suggestion would be that they should work more closely with their contractors to ensure better service as I believe this was the root of the problem.

Dear Revdex.com:Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position. Nevertheless, please continue to forward any new information and we will respond accordingly. Thanks,Cassie 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. Warmest Regards, Best Buy