Best Buy Stores, LP - US Headquarters

Dear Revdex.com,We have reviewed all of the canceled orders and none of the cancel orders on record have been charged for.  If the Customer can supply the order numbers for the ordershe believes he has been charged for Best Buy will be happy to refund those amounts.  Best Buy's position on this matter remains unchanged. Best Buy considers this matterresolved.Thank you,Larry S

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. We are not able to locate the customer's purchase with the information provided. Please have the customer forward his purchase receipt and/or...

order number if available.  Please have the customer provide this information so that we can fully investigate this matter. Sincerely, Kelsey F.

Dear Revdex.com, Thank you for bringing this matter to our attention. After working with the store, we determined that Mr. [redacted] was unable to return his phone because he would not provide the necessary information (a phone pass-code) that was required to process the return. When...

asked for the pass code, Mr. [redacted] apparently became escalated. Additionally,we show that Mr. [redacted] called to file a complaint on 10/25, at which time he accepted a [redacted] gift card as a gesture of goodwill. Best Buy would be happy to process Mr. [redacted]'s return for him, but he would be required to provide all the information necessary to reset his phone.Thank you again for bringing this matter o our attention, and please let us know if you have any questions.  Kindest regards,Cassie E. Exec Res Sr

Revdex.com,Thank you for bringing this to our attention.  Please know we have been able to process the credit back to the customer's credit card that was used originally. Regards, Nick S.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the 4K TV purchased from our San Antonio store (#[redacted]) on 10/12/2015 to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed if the 4K TV...

purchased in10/15 did not meet their expectations.   After receiving Mr. [redacted]’s Revdex.com complaint, we contacted our San Antonio store and they provided an exception exchange for the TV on 12/06/2016. The purchase transaction #’s are as follows:   Purchase: [redacted] 12/06/2016     Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

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.
Sincerely,
[redacted]

I am rejecting this response because:Best Buy employee wrote back " It appears that sometime in the past there unauthorized access to your online account that disabled it from successfully processing online orders for security reasons.  Unfortunately, this type of error requires a manual review to resolve the issue in which we only investigate this when we are contacted by the owner of the account. Again, I would like to apologize for any inconvenience that this has caused."1) The fact still remains that an order was rejected on November 11 and also again on November 25, the latter of which my original Revdex.com complaint involves. BestBuy took NO action for resolution after November 11 and only appear now to appease the Revdex.com and myself after the second order rejection.Also I'd like to state for the record that the account wasn't "disabled" because one could still place an order for store pickup and also physically visit the store using the the co-branded BestBuy/Citibank. Funny that. The problem as originally stated was that one could not place a home delivery order, a full 10 days later which seems like it runs afoul of the Access For Disabilities Act.2) Also the employee's contrite, canned "apology" was exactly that. A template response hoping to appease me without having to actually get senior management or CEO's office involved in the matter so Best Buy could sweep it under the rug.I request ALL of this become part of public record for other customers to view when researching this company.Thank you for your time, Revdex.com. Onward and upward to the FTC and CFPB using this Revdex.com claim number.

Dear Revdex.com,Thank you for sending this for review. I have called the customer and am waiting to get a call back with the preferred address so I can mail the $500 gift card. The customer has my contact information.Thanks,Karla

Dear Revdex.com,   Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused for the customer. Our Geek Squad Protection plans are designed to get the customer a working phone as quickly as we are able to. Part of the process of...

receiving a working phone is paying a deductible in order to receive service. This process and all of the fees involved can be found online at GeekSquad.com: http://www.bestbuy.com/site/geek-squad-protection/cell-phone-protection-plans/pc...⇄ . Best Buy also informs our customers of the service fee at the time of purchase, and we even include that service fee on the receipt. We have looked at Mr. [redacted]’s purchase receipt and verified we informed him of this charge during the time of the sale. Please note the plans are designed to give our customers the best option for receiving a working product, while maintaining services that are conducive with industry standards. At this time, Best Buy will not be waiving this fee for the customer and consider this matter closed. Sincerely, Kelsey F.

Initial Business Response /* (1000, 6, 2015/08/04) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the negative experience you encountered with our delivery and install team. As you may remember per our conversation, my name is Tyrus...

[redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters.
As I said I am very 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. Per our conversation the products have been delivered and installed at this point but there was damage done to your property. I will reach out to the store number [redacted] at [redacted] in Sacramento California so that they can get a claim filed with our insurance company on your behalf. I will also as a customer service gesture refund you 10% back from the purchase on the original method of payment.
Mr. [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]

I am rejecting this response because:
Attached is a screenshot of the add for the Item I ordered. This add is no longer up online I havs a prinred one as well from when I made my online purchase.    It clearly states “DJI – Phantom 4 Professional Quadcopter with Zeiss VR One Plus Virtual Reality Headset. $1299.99   I feel I am a victim of Bait and Switch advertising.   To resolve this issue I want to be supplied what was advertised and at the price it was advertised for.   At the best but store in Costa Mesa I spoke with Samantha [redacted]. She said somebody in there add department made a mistake. She told me that Best Buy didn’t even stock the phantom 4 professional yet and if they did stock it there may be something they could. Then she said however we don’t so there is nothing that can be done. She also informed me there was no one higher in management I could talk to.   WOW thinking out of the box I have a solution. Order a phantom 4 professional from DJI If necessary have authorized company executive charge it to his corporate credit card. Then exchange the older phantom 4 that I was shipped.   FYI the items shipped to me are unused and in the box they were shipped in.

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I have reached out to Mr. [redacted], as well as to the store management. I am pleased to say that tomorrow afternoon, Mr. [redacted] will go to the store where...

his defective item will be exchanged, and he will also receive the $200 trade-in promotion.
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]

Dear Revdex.com,Thank you for sending this for review. I am sorry that the customer does not agree with our process, however the customer does need to work with Microsoft to figure out why the software is not the correct one. I also suggested to bring it into the store and have Geek Squad take a look at it to see if they are able to call Microsoft on her behalf.Thanks,Karla

Thank you for sending this for review. The customer still has coverage. She had two active plans and now only has one active plan.Sincerely,[redacted]

I am rejecting this response because:My main issue is I was charged more for my order after canceling an item  missing it's shipment timeframe and oo resolution was provided. Per policy, I should have received a partial refund on  the $19.99, instead I was charged MORE. I refuse to pay more than 19.99 plus tax for this order. I would like to restore the order at 19.99 plus tax for pans with the free item and refund of the additional $30.00 charged without consent. A $** gift card accepts no reponsibility for charging without authorization and is still overcharging me orr this order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11471121, and find that this resolution is satisfactory to me.

04/10/2018To whom it may concern,Best Buy has discussed this with the customer and found that our website indicates the product would have built in wireless capabilities, but arrived with a USB adapter to add wireless functionality.  We will work with our manufacturer and merchant partners to...

review changes to the product or description on our web page to ensure the accuracy of information we provide.  As a one time customer service gesture, we have also applied a credit for this customer against the original order due to the different than expected product.  Should any further issues arise, please feel free to reach out directly for support.

Dear Revdex.com, Thank you for contacting us regarding this matter.  On May 16, 2016 the customer purchased 5 cell phones and corresponding Geek Squad Protections for accidental damage from handling for each line.  Beginning in June of 2015, the customer has been charged $7.99 plus tax for each...

GSP for each phone.  Information regarding the GSP’s and charges can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat[redacted]014.c?id=...⇄ The terms and conditions of the Geek Squad Protection can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat[redacted]014.c?id=...⇄ The terms and conditions of the plan cannot be altered verbally by an employee of Best Buy.  GSP’s are optional coverages.  Per the terms and conditions of the Geek Squad Protection plans there is no fee for cancelling protection.  To cancel a GSP the customer has multiple options.  Cancellation by the Customer. There are no fees to cancel this plan. You may cancel this Plan at any time, for any reason, at a store, by calling 1-800-GEEKSQUAD (###-###-####), or by sending a notice of cancellation to us. If you cancel your One-Time-Pay Plan within 30 days of your Plan’s purchase, you will receive a full refund of the price paid for the Plan, less the value of any service provided to you under this Plan. If you cancel your One-Time-Pay Plan more than 30 days after your purchase of the Plan, you will receive a pro rata refund of the price you paid for the Plan based on the percentage of the Plan’s unexpired term, less the cost of any service provided. If you have purchased a Term Plan Paid on a Monthly Basis or a Continuous Monthly Plan and you cancel your Plan, you will be covered for any period of time for which you paid in advance, and your Plan will be cancelled on midnight on the last day of the month for which the last monthly payment was paid. For the Term Plan Paid on a Monthly Basis and the Continuous Monthly Plan, it may take up to 60 days for the cancellation to be reflected on your credit card statement. Mail cancellation requests along with this document and all original receipts to: AWG / GSP Plans ATTN: Cancellations [redacted] Minneapolis, MN 55440-9312 Upon early cancellation, Best Buy will have no further obligation to provide services under the Plan, and you will have no further obligation to make monthly payments for the Plan. For a customer that gets billed monthly after the last charge is processed, protection will extend to the last day of that coverage period.  There will be no further charges, but previous charges cannot be refunded.  The customer consented to the terms and conditions at the time of purchase.  We consider this matter closed. Thank you, David M.

Dear Revdex.com - We have forwarded the customer's complaint to the team that handles installation complaints.  They will be responding directly to the customer. Regards, Amy

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 experienced in an effort to obtain the...

appliances the customer ordered.  Upon reviewing the purchase and associated receipts we have reached out to the customer to offer a resolution.  Please be assured we are conducting the necessary internal follow up with all involved teams to ensure we are providing the expert service we promise.  Best Regards, Amanda H. Best Buy Co. Inc.