Best Buy Stores, LP - US Headquarters

I am not satisfied with the way they are handling the situation and I expect them to make this right and not just blow off a customer.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/01/2017. Best Buy has contacted the customer and advised her that the deals from Black Friday and Cyber Monday were both limited quantities and were not eligible for a raincheck or...

substitution as detailed in both our online ad and print ad. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.Sincerely,Best Buy

Initial Business Response /* (1000, 5, 2015/08/12) */
Hello Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the cancellation of your monthly-billed Geek Squad Protection plan. I am Brian with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I am sorry to hear about this situation. I am ordering a $32.07 check to be sent to you at the address cited on your complaint to resolve the matter. That check will reach you within approximately 3 weeks.
Again, I apologize for your experience, as we value your business.
Thank you again 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, 5, 2015/11/11) */
Sent the following email:
Dear [redacted],
Thank you for contacting the Revdex.com regarding your Geek Squad Service Plan (GSP) concerns. I'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to...

me for review.
[redacted], I was very sorry to hear of your concerns with the cancellation of dishwasher's GSP coverage. I have investigated the GSP (#[redacted]) coverage originally attached to your GE dishwasher purchased on 4/15/14, and found the plan was cancelled on 6/4/15, with a $41.25 prorated refund processed the same day.
Thank you again for making Best Buy aware of your concerns. We do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns.
Sincerely,
Dean [redacted]
Senior Executive Resolution Specialist
(612)[redacted]

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused to the customer.  We have followed up with Warrantech directly and have found they have fully resolved the issue. No further action is needed. Best...

Buy/Pacific Sales considers this matter fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Dear Revdex.com, We have contacted the customer via email to discuss this matte further. Thanks,Best Buy

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   As we outlined in our previous response forwarded to your office on 01/27/2017, the $300 Best Buy gift card was reissued and currently being mailed to Ms. [redacted]. While we would be unable to accommodate Ms. [redacted]’s compensation or E-Gift Card request, the feedback is very much appreciated. Please be assured Ms. [redacted]’s concerns have been heard and documented at the corporate office (case #[redacted]).   Best Buy feels that this has been fully addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

May 6, 2016 To Whom It May Concern: Best Buy apologizes for the concerns that were forwarded to your office by [redacted] and that we were not able to fulfill their purchase of the open box product in question.  We are unable to fulfill her request for the same product at the same price...

as the unit was open box and one of a kind.  We apologize that Ms. [redacted] submitted the credit application prior to realizing the purchase would not meet her expectations.  In recognition of her disappointment I have requested a $[redacted] Best Buy gift card in her name.  The gift card will be processed and mailed in the next 7 to 10 business days.  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 [redacted]

I am rejecting this...

response because:
When googling this charge -  it comes up with this Best Buy Store repeatedly, for years.  Obviously this is an ongoing problem with this particular Best Buy store.  Shouldn't something be done about this, insteading of ignoring what has happened why doesn't Best Buy find out why this has repeatedly happened to many people for years and years?

Dear Revdex.com, Best Buy does not make the credit inquiry directly. Citibank, who administers the Best Buy credit card would have made the inquiry. We would suggest they dispute this with Citibank and the credit bureaus if she feels this was done in error.   Thank you, Dan [redacted] Best Buy...

Executive Resolution Team Dan [redacted] Senior Specialist | Executive Resolution Team

dear Revdex.com, Thank you for making us aware of this complaint filed by [redacted]. After reviewing the product details of the refurbished phone purchased by the customer, we found that the description states specifically what is included with the phone. This list does not include an ear...

set. Below is the relevant portion of the website (http://www.bestbuy.com/site/samsung-refurbished-galaxy-s7-4g-lte-with-32gb-memo...⇄ IncludedPower adapter[redacted] Refurbished Galaxy S7 4G LTE with 32GB Memory Cell Phone (Unlocked)We at Best Buy do not feel that we were deceptive in our advertising. We apologize for any difficulty that this situation has caused teh customer.Please let us know if you have any question.Kindest regards,Cassie E Exec Res Sr

7/23/2017  Morning [redacted] said she will do Price Match since Same item which was on sale was  now avilable , and after few mins she said I have to work with manager and kept me on hold for 10+ mins and finally call got disconnected  Call with [redacted] was at 7:45 AM CT on 7/23/2017  6 times call was disconnected by best buy while talking , I was asked to be on hold while they check or transfer to manager or other department and call gets disconnected , last 3 times I specifically requested to call me in case if call was disconncted and every one of said we will but no one called me .below call log 7/23/2017 12:34 Outgoing ###-###-#### 3:457/23/2017 8:12 Outgoing ###-###-#### 38:50:007/23/2017 7:42 Outgoing ###-###-#### 29:59:007/22/2017 20:43 Outgoing ###-###-#### 45:21:007/22/2017 19:53 Outgoing ###-###-#### 14:447/22/2017 18:25 Outgoing ###-###-#### 1:25:127/22/2017 17:25 Outgoing ###-###-#### 18:237/22/2017 16:44 Outgoing ###-###-#### 38:22:007/22/2017 16:00 Outgoing ###-###-#### 17:027/22/2017 15:53 Outgoing ###-###-#### 7:197/22/2017 13:42 Outgoing ###-###-#### 7:37   If price match cannot be done Say it instead of disconnecting the call and not calling back as promised. More than not honoring the promise made its disconnecting the call is what hurts, well  I am sure reason I will hear for call disconnecting is technical issue and it happened 6 times Sorry for the trouble I dont need price match anymore , hope this will help you improve customer service Thanks Shane for your response you can close the complaint

Dear Revdex.com, Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setback endured by the customer when dealing with this.  Upon reviewing the order, we have verified that indeed it was cancelled due to credit card failing authorization. The order...

was initially authorized successfully but then failed authorization when a second authorization was sent to the bank. Unfortunately there is no way to activate the order but the customer can visit our website and purchase when the item becomes available.  For product availability the customer can visit the link below:http://www.bestbuy.com/site/searchpage.jsp?st=nintendo+switch+console&...⇄ you.

I am rejecting this response because: stall have not received my order

Dear Revdex.com: The terms and conditions were disclosed to the customer and must be upheld for all customers across the board.  While, I am sympathetic to this customer’s situation, that has no bearing on the formalities of the protection policy terms. Therefore, this complaint is effectively closed.

I am rejecting this response because: Although I may agree that the item could have been exchanged or refunded last year, it was not until I actually attempted to resolve the Face Time and Messenger issues that the discrepancy with serial numbers was discovered. I am also aware of what a refurbished item entails. Nevertheless, Apple’s review of the item discovered that the serial numbers do not match anything in their system. Please explain how parts from the same manufacturer do not appear in their system, if this such parts are from other IPAD Minis as you state. The bottom line here is that Apple can confirm the item has counterfeit parts. Furthermore, the refusal from all Customer Service Departments involved to even provide a slight glimpse of Customer Service is a disgrace. I would have thought that a company as successful as Best Buy would at least take ownership and resolve the issue to a most satisfactory outcome other than just quote refund/exchanges/refurbish guidelines or definitions. I am extremely disappointed with their reply and find it unacceptable under the circumstances. A counterfeit item is a counterfeit item. If you were given the item without any knowledge, at least have the decency to look out for your Customers and make it right.

I am rejecting this response because:I contacted [redacted] again and confirmed with them the TV's are the exact same other than the model being specific to the store they are sold at.  If the case that Best Buy is making is they won't accept that reasoning, then they are lying about their price matching policy as no TV's will have the same model numbers, unless purchased online.  I have attached the chat with the [redacted] representative regarding this issue.  In regards to not know the price matching policy, on the Best Buy website itself it states that Warehouse prices are matched.  This is taken directly from the BestBuy website Does Best Buy match the prices of a Warehouse club?Yes. We do match the prices of Warehouse clubs as long as the Warehouse club is a local retail competitor, has an identical immediately available product and all other price match criteria are met. This is located at http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ again am requesting the $300 difference, in gift card form.  As an Elite member, I expect Best Buy to uphold their end on purchases. Thank you,[redacted]

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 damaged gift card.  Upon reviewing, we have noticed that the customer has been used since this complaint was submitted therefore...

we consider this matter resolved.  Please forward any additional concerns and our offices will address accordingly.  Thank you.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused to the customer. Our records indicate the customer received her products on the 17th. We have also forwarded her concerns to our associates that she was previously...

working with for direct follow up.Thank you again for bringing her concerns to our attention. We consider this matter closed. Sincerely,Kelsey F.

Dear Revdex.com,   Our records indicate that the iPad was refunded in the amount of $294.24 on 12/10/16 since it was not received by the customer. This matter should be resolved.   Thank you,   Dan S. Best Buy   Thank you!   Dan [redacted] Senior Specialist | Executive Resolution...

Team