Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order #BBY01-[redacted] to our attention for the Revdex.com complaint filed on 12/01/2016.   Online order BBY01-[redacted] was shipped and delivered on 12/02/2016 to the following...

address they provided when they placed the online order on 11/28/2016 with an expected ETA of 12/06/2016:   [redacted] [redacted] LONG BEACH CA 90814  ###-###-#### kasia.[redacted]@yahoo.com   Tracking #: C[redacted]47176   http://www.ontrac.com/trackingres.asp?tracking_number=C[redacted]47176   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with Geek Squad services. 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. As I said during our conversation I will reach out to the appropriate people to see what we can do to assist and expedite the repair of your device. Listed below is my contact information.
[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]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BestBuy lies in its response, and I have their own receipts and documents to proof it.
1) They clime that they didn't charge any money from me. This is lie. They charge my $34.95, and I have receipt from them.
2) They claim they returned computer to me completely fixed. This is also lie. Otherwise I'd not open this case.
3) They claim "Customer dropped off on Sunday 9/6". This is lie. I have document from Geek Squad that confirms that they took my PC on 8/20.
4) "Unit was shipped on Tuesday 9/8 (9/7 was Labor Day, and Mr. [redacted] was in formed of this". This is also lie. They shipped it after I called the store and insisted them to ship it ASAP.
5) "we attempted to get this computer fixed as quick as possible". The PC was shipped to their center on 9/6. I received call on 9/20, in two weeks. I don't think two weeks qualified for "as soon as possible".
I was told by Geek Squad rep that repair usually takes from one to two weeks.
I still insists that they fix my PC that they did not fix!
It still doesn't show High Color even after it was "completely fixed" by Geek Squad.
Final Consumer Response /* (3000, 18, 2015/10/13) */
I brought my PC to Geek Squad asking to fix the problem with color debts.
Here is how my desktop look like after Geek Squad "fixed it", as Mr. [redacted] claims. Please, check for yourself.
I have the document called Service Order Claim Check with the date 08/20/2015 and Estimated Completion Date 09/04/2015. I'll upload this document.
Mr. [redacted],
I'm afraid you were severely misinformed by your colleagues, because information in your response is inaccurate.
It's very unfortunate that BestBuy doesn't show any willingness to resolve the problem and instead misinform Revdex.com.
[redacted]
Final Business Response /* (4000, 20, 2015/10/13) */
Best Buy stands its position. The computer was not covered under warranty and there was no extended warranty through Geek Squad. Best Buy takes ownership for not having enough boxes to send the unit out quickly but when the GM got involved we attempted to fix the unit as quick as possible and the end result is there was no charge to the customer so there was no need to file a claim with the credit card company.

Dear Revdex.com, We are very sorry to learn of the experience [redacted] has encountered.  Mr. [redacted] was refunded $439.99 on 12/27/16. This matter should be resolved.  Thank you,  Dan S. Best Buy

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.Unfortunately, we are not able to fully research the issue with the information provided by the customer. What we will particularly need is the...

receipt information and/or order number for the purchase in order to provide a response.Sincerely,Kelsey F.

Initial Business Response /* (1000, 10, 2015/11/09) */
Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.
According to our records, your order was cancelled because the charge was not approved by Citibank. Best Buy cannot proceed with an...

order on which the payment type has been declined by the bank. Best Buy is not able to view your credit card limit, or funds available on your card.
As per the conditions of use for BestBuy.com,order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order. If you would like to review the terms of use for our website, please refer to the following web address:
http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/[redacted]....⇄ /> Unfortunately, as the product is sold out, we will be unable to replace the order for you at this time.
Javier, I apologize for your disappointment, as we value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Cassie E.

Dear Revdex.com, Thank you for contacting us regarding this matter.  The customer purchased a dishwasher and 5 year warranty protection plan for the device.  When an extended warranty is purchased at Pacific Sales, WarrenTech is the company that handles claims as they come in and arranges for...

service. We have received communication from WarranTech that the parts needed to complete this repair have been ordered and delivered to the company performing the service.  If there are further issues after the next appointment is completed, the customer can contact Warrentech at ###-###-#### or www.myprotectionplan360.com/PacificSales. Thank you, David M.

I am rejecting this response because:
To whom it may concern:RE: Complaint ID [redacted]Sales order: [redacted] Date 08/20/15 Best Buy states the fridge was returned due to not fitting in our available space however in fact the wrong fridge was delivered. We ordered a [redacted] "Black Ice" side by side WITH ice and water through the door. The fridge delivered has NO ice or water. We used the fridge as a courtesy while we waited for the back ordered correct fridge to arrive. This is verifiable with Andria at Pacific Appliances inside the Best Buy in Brandon, Fl. as this was her admitted error. We also were scheduled for a delivery and we waited for that delivery for the day it was scheduled. After no delivery team arrived we called and learned the fridge was back ordered. We were never informed of this from the beginning.Sales order: [redacted] Date 09/04/15 Our dishwasher was never upgraded. We originally ordered a flush(top buttons) dishwasher with the stainless interior tub and again the wrong item was delivered as a result of an error by Andrea entering the wrong model for a second time. Please speak with and train you sales associate.Sales order; [redacted] Date 10/28/15 Upon delivering the correct fridge the borrowed wrong fridge was taken away. Our fridge contents were moved into the new fridge and the fridge never turned on or worked resulting in the first occurrence of food spoilage.Sales order: [redacted] Date 12/08/15 The 3rd replacement fridge was ordered/delivered after another back order wait. The fridge was plugged in and turned on however made a growl/clank noise. Once again the delivery team hauled away the fridge on hand and this resulted in the second food spoilage incident. Sales order: [redacted] Date 12/20/15 and [redacted] you state is dated on 12/22/15 however everything was requested to be switched out on the same day. I'm not sure how Best Buy reflects different dates for this occurrence. is exchanged the Range to a different brand no additional charge as well as ALL of the appliances as after 3 fridges we were not interested in another fridge or any other [redacted] appliance. This 3 piece appliance package was originally placed for order in August. We have waited weeks for replacement and at times with no loaner fridge. We were resulting to ice chests and buying ice every 3 days. As a result of canceling this 3 piece package order we were no longer able to return the 4th piece (microwave) we ordered elsewhere. This required Best Buy to replace all 4 pieces as a "Courtesy" however Best Buy has never offered anything in terms off all of the missed time for work for deliveries, costs of ices chest, ice or from Warrantech for the second food spoilage occurrence. In fact we just received the check from the first food spoilage occurrence a few days ago. Again, this order and these issued are approaching one year now and has been unresolved. Please also take note of the dates of the deliveries as well as the dates of these orders. These products were delivered incorrect or not functioning. Andrea was notified immediately upon delivery however is frequently would take 1-2 weeks for her to find a "solution" while we were waiting for a replacement, living out of ice chests, etc.We are still seeking the $200 in the second occurrence for food spoilage as damages as well as training for Ms. Andrea at the Best Buy in Brandon, FL as a result of her part number errors when placing our order.[redacted]

Dear Revdex.com - Our records indicate that the customer's headphones were delivered on January 9, 2017.  We're sorry for the delay in delivering the headphones, however, stock levels of specific items can fluctuate greatly during the holidays and this affects our ability to fulfill orders within the...

timeframes listed on our website.  We apologize for any inconvenience this may have caused the customer. Regards,Amy C.

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.   A product must meet multiple criteria to be eligible for a price match under our Price Match Guarantee. One of the...

criteria is that the retailer be a local competitor. Best Buy considers a local competitor for in store purchases to be a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) of the local Best Buy store. A local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) as either the billing address or the shipping address on record for the purchase.   Adorama does have a physical store, which is located at [redacted] [redacted] New York, NY 10011. Based on the address the customer provided to the Revdex.com, his address is more than 25 miles from Adorama’s store. Therefore, Adorama would not be considered a local competitor in this case. Additionally, Best Buy’s listing for the camera in question currently includes a free item. This is considered a bundle, and our Price Match Guarantee does not cover bundle offers.   Full details of our Price Match Guarantee can be found at the following link: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄   Best Buy respectfully declines the customer’s request for a price match with Adorama, and considers the matter closed.   Regards, Kathryn S.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 9/22/2017. The customer has received the phone and will be working with the carrier to activate their number properly. Nevertheless, please forward any additional concerns to our office and we...

will respond accordingly. Sincerely,John S.

I am rejecting this response because:
When I contacted Best Buy the device was on sale at Walmart m. I even cancelled my online site to store order at Walmar. Don't waste your time price matching Best Buy just order ftom Walmart or amazing

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. I apologize that it had to come to this, but I appreciate your due diligence on the matter. Im sure you understand this has been going on far to long.  Thanks and have a wonderful holiday season,

Dear Revdex.com,This customer is being denied access to Best Buy.com for not conforming to the policies of Terms and Conditions of use set forth by Best Buy.comThis customer has abused these terms and we will therefore no longer accept orders on Bestbuy.comThank you for your understanding in...

this matter.  Best Buy considers this matter resolved. Sincerely,Larry S.

I am rejecting this response because:
The...

company advertises that it sells and installs car satellite radios. It does not, at least in all the four stores within a forty-five minute drive of me. The company should cease advertising services it does not offer, it certainly should cease selling products it has no intention of installing.

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. The refrigerator was not delivered as was scheduled - on 9/12, but after another call to Best Buy, on the 9/14, we finally got our working refrigerator.  This was the 10th attempt.  Please note, at all time responsible adult was always home, so all the deliveries that did not occur, was purely Best Buy's fault. This claim can be closed.

I am rejecting this response because:The receipt does not say that. And I opened them but I did not wear them. That was not the reason the employee berated me either...

Revdex.com, Thank you for the additional information. We can understand the customer's frustration. The store manager is personally assisting the customer, and will be there to support her going forward. We have also documented her concerns on our end for visibility and internal review. Thank you again for allowing us the opportunity to address our customer's concerns.  Regards, Sarah L.

Final Consumer Response /* (2000, 6, 2016/02/24) */
I spoke to [redacted] on Monday and they delivered the microwave and dishwasher on Tuesday.

Dear Revdex.com.Thank you for sending this for review. I have been working with customer when he sent an email to our executives. I have partnered with Sedgwick and they have confirmed they called the customer Monday to begin the resolution process. I have also directed the customers complaint to our DOD...

team that handles any escalations related to appliance and home theater deliveries and installations. The customer has my contact information in case he needs further assistance from me.Thank you,Karla [redacted]

August 2, 2016To Whom It May Concern:Best Buy feels that we have fully addressed [redacted] [redacted]’s concerns that were forwarded to your office as our store staff correctly denied the return in question due to the physical damage to the product.  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