Best Buy Stores, LP - US Headquarters

I would like to reject Best Buy's response because I am severely disappointed and unhappy that Best Buy would fail to recognize the gravity of the situation. The bulk of the complaint revolves around the aspect that [redacted] was handling this recall poorly, would not respond to my phone calls, emails, or other modes of contact, and refused to provide any update regarding the rebate. As I mentioned before, the washing machine I had purchased last year was not old and [redacted] refused to reimburse for the cost of the washer, instead, forcing us to buy a new one. I am well aware of the [redacted] recall going on, since I already filed paperwork. I am very unhappy and very disappointed that Best Buy's response is to shrug me off and tell me to contact [redacted], when I've full well already done that. I had contacted Best Buy to ask for the difference back because of the situation and because Best Buy is where I bought the replacement washer. I am unhappy Best Buy won't provide any courtesy or exceptional customer service, especially since I have spent a lot of money at their stores, over the past few months, purchasing new appliances. I am also very unhappy at the length of time it took for someone to even respond to me. Nobody wants to take accountability anymore. I am therefore asking Best Buy to reconsider their response based off of this reply.  As stated in my earlier complaint, I have purchase all my appliances at Best Buy and most recently needed a stove. I purchased one and had a delivery schedule for 4Wednesday2017 between the hours of 12PM and 4PM. During the purchase I opted to receive phone calls regarding the status. My wife stayed home all day with our two year old and 3 month old, in order to wait for the stove. During the day I received no phone calls. During the window, I called my wife several times to ask whether or not the delivery came. They never showed up. In fact, I never received any phone call from the warehouse, driver, or such regarding the delivery. It wasn't until I called the Best Buy in Manchester to ask where they were. We didn't get the delivery until 4:45 that evening - no phone calls, nothing. My wife never got a chance to put our toddler down for a nap because she was waiting for the delivery. If we had received a phone call regarding this or at least some warning, we would have been able to know when Best Buy planned on showing up. This is the second time, now, where we have had delivery issues with you people. These problems, coupled with the lack of understanding regarding my previous complaint about the washing machine will prevent me from further purchasing anymore appliances from Best Buy. I am totally disgusted.

Dear Revdex.com - The customer's complaint information has been sent to the Appliance Customer Care department for review and handling.  Regards, Amy C.

Dear Revdex.com,  Thank you for bringing this matter to our attention. Please know that the customer has contacted us via our social media channels and an agent is working with her to resolve the issue.  We will continue to work with her but please forward any additional concerns to our office...

and we will respond accordingly.  Thank you.

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

credit has been cancelled and the refund has been returned to the original form of payment (credit card). The credit or refund will take approximately 3-5 business days to post to the account and will appear on their billing statement within 1-2 billing cycles.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

it took 3 visits and one month to fix it, and this on a new $5000 tv with a $1000 service plan.   Very bad customer service will never buy at best buy again

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 in receiving his refund.  We...

have actively reached out to the customer and came to a resolution at this time and will be refunding his order.   Best Regards, Bethany H.

Dear Revdex.com,   Thank you for bringing Mr. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   I have been in contact with this customer, and issued an additional $20 My Best Buy certificate. This certificate, along...

with the $10 certificate and $21 gift card provided by other agents, are in lieu of the requested price match ($40). The additional funds were provided as a customer service gesture ($11). Our Customer Care team declined to provide a price match as the item the customer purchased in August 2016 is no longer available.   Best Buy considers the matter closed.   Regards, Kathryn S.

11/07/2017To whom it may concern,As it turns out, the issue was resolved in store for the customer by cancelling the order in question and reselling the device.  There appears to have been an issue with our order processing method, as a matter of course, we will review our order management...

system and update as necessary to ensure processing issues do not occur.  That being said, should the customer have further issues or concerns, please feel free to reach out directly for assistance.

I am rejecting this response because:
Sorry that was pretty dumb of me... the first appointment was the middle of February, the second one was on March 2nd, and the 3rd was early april. I tried to reach out and call because I don't want this  to come out the wrong way but of we can't figure out and solve this issue soon to where I get some type of compensation for all this then I'm just going ahead and go to court and let them decide. I have been more then patient but I feel like nothing is going to get resolved. I don't know where she had the starter installed I figure that would be on the purchase information but all my appointments were at the best buy in south county and my last appointment the assistant manager told me I needed to start taking it to a different location... and no I do not know the name of the assistant manager I spoke with. I appreciate you trying to help me resolve this issue I'm just so tired of dealing with it.. this has been nothing but a headache.

I will have our rep Jason J[redacted] call this customer to see if we can earn their business.  We always will do whatever it takes to make a deal happen but that doesn't mean that we are allowed to break rules/ laws and not follow policies and procedures that are already in place.  It...

doesn't help our company when we don't sell a customer a car but there is only so much that is within our control.  The market determines the value of their trade in and the banks determine the interest rate for their loan based on their credit score (s).  We cannot deviate from this. Best Regards, Brian

Dear Revdex.com,  Thank you 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.  Unfortunately, occasionally items are no longer available even if the order has gone through and charged. If that happens,...

as it was in this case, customers are refunded in their entirety. While regrettable, we are not able to honor previous prices due to errors that may occur as per our Conditions of Use. We apologize for any frustration this may cause, as we realize this may not be the answer the customer was hoping for. However, if there are any further questions or questions, please don't hesitate to review our Conditions of Use. Below is where you can find more information. http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ you.

Dear Mr. [redacted], Thank you for reaching out regarding your concern. As we have been in direct contact with you, we have been in direct contact with you and informed you a conversation from 2014 is very hard for me reference when calling the store of purchase/ However the terms and...

conditions do state, "Employees or agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing."  The protection plan is activated and takes effect at time of purchase, in this instance, because we cover some things a manufacturers warranty does not Unfortunately, we are unable to alter any of our protection plans and the expiration dates so I am unable to issue a claim for a replacement.  I have attached a copy of the terms and conditions for your reference.Thank you,Best Buy

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the refurbished Apple watched purchased from our online store to our attention.   Best Buy deeply apologizes for the late response and any frustration this situation may have caused....

Refurbished Apple products sold online we do not print the serial # on the receipts/invoices as the items are refurbished and listed as such on the website and the receipt/invoice.    Regarding the Apple watch Mr. [redacted] received from our Harrisonburg store (#[redacted]) on 12/17/2016 can be returned if the item does not meet their expectations. The return date for Elite Plus members has been extended until 02/14/2017.   At this time, we no longer have refurbished Apple 2 watches available for purchase. However, our website has available new in the box Apple 2 watches available to purchase and can be found at the following hyperlink:   http://www.bestbuy.com/site/searchpage.jsp?st=apple+2+watches&_dyncharset=UT...⇄   As a customer service gesture and a better Best Buy experience, we will be sending a $[redacted] Best Buy gift card from our corporate office. The gift card should be received in approximately 7-15 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,Thank you for bringing this to our attention. Our Executive Resolutions team is currently researching the customer's experience.We have reached out to the customer via email and phone and look forward to working towards a resolution with the customer.Best regards,Daniel S.

I am rejecting this response because:
 My receipt says that I bought my phone at Best Buy, so I do consider you responsible for my contract.  I would not be having this problem with Verizon if it had not been for the Best Buy mobile.  I have already talked to Verizon and they say that my phone is in a contract because of what I was told at the Best Buy store. Like I said, the manager of Best Buy mobile said that the computer had a glitch to where the sales rep could not adequately see my account, so she should not have told me false information to get me to sign a contract. The signature pad was so tiny that I would not be able to read anything on this as far as a contract, and I was not given any contract on paper.

I am rejecting this...

response because: I did cancel the order in time and purchase the item from another merchant. Due the 4 transfers by you reps, spoke to 2 different supervisor, calling back 2 times, hung up on, being placed on hold 3 -5 times for a period of 10 - 15 mins and no one taking ownership. The only supervisor that help me contact someone was a Sales Supervisor because rep refused to get one for me. I purchase the item at another merchant at a higher price. Best Buy not processing the order correctly, the employees totally clueless,, I lost over 2 hours of the day then paid 30.00 more the BB sales price. Best Buy sales are good but customer service is awful and time consuming.

Initial Business Response /* (1000, 10, 2016/02/26) */
Dear Ms. [redacted] -
We have reviewed your purchase and request to receive Microsoft Word free of charge. Unfortunately, Microsoft Office Suite does not come pre-installed on computers any longer and is software that must be purchased and...

installed. A complimentary copy of Microsoft Word was not being offered when you purchased your computer, therefore, we are unable to honor your request to receive the computer software free of charge.
Regards,
Amy

Dear Revdex.com, Ms. [redacted] cancelled this order and in doing so the Protection Plan that had been packaged with the tablet at a discounted price reverted to the fullprice and was not refunded properly.  Contacted Ms. [redacted] and provided her with a 49.99 refund for the remainder of the amount due...

to her. Best Buy considers this matter resolved.  Thank you, Larry S.

Dear Revdex.com, We normally do not price match Black Friday pricing. However, due to the circumstances, if Mr. [redacted] purchases the computer on BestBuy.com for the current price, I can credit the $200 difference plus tax once it has shipped or been picked up. I will stress that placing the order...

through BestBuy.com is imperative in order for us to apply the credit. Again he can set this up for shipping or in-store pickup. Please have him respond with the order number once it is placed and I will make the adjustment. Thank you,  Dan S. Best Buy

Dear Revdex.com,   Thank you for bringing this to our attention. The manufacturer warranty service was denied due to a lack of proof of purchase.  Due to Mr. [redacted]’s customers concern, I have a $[redacted] gift card for customer satisfaction.  Customer should receive the gift card within...

three weeks at his [redacted] mailing address.   Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####