Best Buy Stores, LP - US Headquarters

I am rejecting this response because: I would like to know who was reprimanded for all of this and what was actually done.  The installation went poorly on Saturday as well after waiting almost a month for a working dishwasher.  After 4 different calls to Best Buy on Saturday alone the Installation team showed up outside of their install time without any kind of warning, apology or confirmation.  During installation my shutoff valve, which was extremely new, supposedly was broke and they stated it wasn't there problem.  This valve which worked great when the previous team came is now leaking.  On a side note, I'm not sure who Best Buy is contracting out to install these appliances but they smell heavily of cigarettes and body odor.  I regret ever being talked into going to best buy for an appliance and especially appliance installation.  I'd love to know what is going to be done about this.  I was told repeatedly at the store and by staff the Best Buy stands by their installations and products and will ALWAYS take care of their customers. I'd like to know how my experience is considered taking care of me.

Dear Mr. [redacted] - Orders placed through BestBuy.com are not considered completed until we have sent you a confirmation of the order and collected payment for it.  Best Buy is under no obligation to match any previous prices to a customer if an order placed online fails to be completed and...

shipped. However, as a one time gesture, we have applied a $[redacted] Best Buy certificate to your My Best Buy account as a token of our appreciation for your patronage.   We appreciate you bringing this matter to our attention.  At this time Best Buy considers this matter closed. Regards, Amy C.

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted] Jr.'s concerns that were forwarded to your office as he has since had the coverage in question cancelled and a prorated refund is being...

processed. We apologize if Mr. [redacted] was not satisfied with the coverage offered. 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

Dear Revdex.com, Thank you for bringing this matter to our attention. We are sorry to hear of the setbacks endured by the customer for the delayed delivery of the TV set purchased with us on 07/04/16. Our records do show that the TV delivery delayed a few hours on the day of delivery. For that we are very...

sorry. We well provide a copy for this complaint to our internal groups so that we can ensure better service for your customers. However, Best Buy does not compensate for delayed time for the delivery of a product.Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Thank you.

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. I have emailed the Customer and am waiting for a response. Warmest Regards,Best Buy

Initial Business Response /* (1000, 5, 2015/11/05) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We have verified that the customer was in fact refunded for the 24/7 Support as requested as an exception to the policy.
However due to the scenario Best Buy will be sending...

the customer a gift card for $[redacted] as a customer service gesture. This gift card may take up to 3 weeks at most to arrive. It will be in a envelope not marked as from Best Buy to secure its contents.
We intend for this gift card to be used towards an external keyboard so that the customer can still utilize their computer.
We apologize for any inconvenience this may have caused.
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would accept $250.00. We are still having trouble with our computer and are probably going to have to buy a new one after this. An external keyboard is not acceptable, it defeats the purpose of having a laptop computer- it's supposed to be portable. We accept the apology but not the fact that our computer is now unmanageable and the keyboard is damaged. Staff themselves told us the keyboard replacement would be $150.00 plus tax.
Final Consumer Response /* (3000, 16, 2015/11/12) */
Hi [redacted], thank you for writing back. Is there any way we can ask Best Buy to send a visa or mastercard gift card instead of one to their store? We want to avoid doing any business with them in the future. If this isnt an option, perhaps they could just give us the option to cash out the gift card? Thank you, [redacted]
Final Business Response /* (4000, 18, 2015/11/19) */
Dear Revdex.com,
Best Buy has provided our final position on this matter and our stance remains the same.
Thanks,

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.Please dont post this on website with address. Thank you, as this matter has been resolved.

Dear Ms. [redacted] - We're sorry that hear you damaged your [redacted] laptop. Here are the terms of the No-Lemon Benefit:No-Lemon Benefit.After two qualified service repairs concerning the same defect have been attempted or completed on an individual Covered roduct during your Plan and such Covered...

Product requires a third qualified repair, we will replace it in accordance with the replacement terms of Section 4 above (the "No-Lemon Benefit"), and our obligations under this Plan will have been fulfilled in their entirety. We reserve the right to determine whether a repair is a qualified repair. For clearance, open-box, and other Covered Products originally purchased at a discount, we reserve the right to issue a gift card or voucher for the original discounted purchase price plus tax instead of offering a replacement, which would also fulfill your Plan.You have 90 days from the date of our No-Lemon Benefit authorization to complete your Covered Product replacement transaction.After we have performed a qualified repair, any additional repair requiring functional part(s) replacement or technician-required adjustment made during Best Buy's 30-day service warranty ("Re-Do's") will not be considered a qualified repair towards the No-Lemon Benefit.The original Covered Product and purchase receipts must be returned to Best Buy along with authorized service repair receipts from two separate qualified repairs to qualify towards the No-Lemon Benefit. A service request requiring functional part(s) repair/replacement or technician-required adjustment is the equivalent of one repair.The following services are not 'qualified repairs' for purposes of the No-Lemon Benefit:Preventative maintenance checks; Re-Do's; consumer-requested alignments; bulb replacements; cleanings; product diagnosis; computer software-related issues; virus and/or spyware damage/removal; a no-fault-found diagnosis; repairs done outside the U.S.A.; customer education; troubleshooting/telephone diagnosis; and accessory repairs/replacements. In addition, service repairs to accessories (e.g., ice makers, rechargeable batteries, remote controls) are not 'qualified repairs'. In addition, ADH Coverage repairs and parts and service covered under the manufacturer's warranty during the manufacturer's warranty period or due to a manufacturer's recall do not qualify towards the No-Lemon Benefit.The No-Lemon Benefit expires when your original Plan term expires (i.e., you will not receive No-Lemon Benefit during any renewal term of this Plan).You have 30 days to return your laptop to the Geek Squad to be sent out for a "re-do" repair.  We understand that you need to have your laptop for work, however, we are unable to offer a replacement or a refund to you at this time. Regards,Amy

Dear Revdex.com, The customer has been contact via phone and email. Please direct them to reach back out to their case manager. Thank you,Best Buy

I am rejecting this response because:
You state that the website does not guarantee that I will receive the game on the release date of 10/27.. see attached screen shots showing bestbuys website saying I will receive by 10/27. You also state that you are prohibited from shipping until the release date, which is false.. the second screen shot shows the shipping initiated on 10/26.. the day before. Not to mention I was told by 2 different Best Buy customer service representatives on 10/25 and 10/26 that I would receive the game on 10/27 at my home. (Pull the calls on reference number [redacted]) either way, bestbuy did not follow through on promises made on both on the website and by customer service representatives. This type of customer service is not acceptable. I would have gladly changed to store pock-up had I been given that as an option and had I not been promised to receive it on time, forcing me to go elsewhere and purchase the same product a second time from another retailer just to receive what I had already purchased from bestbuy and was falsely informed of the delivery date

Dear Revdex.com,Thank you for sending this for review. I am currently working with the General Manager of store and we are working towards a resolution with the customer. I have documented the complaint and interaction under case number #[redacted]. The customer has my contact information and the General...

Manager is also reaching out to him directly.Thank you,Best Buy

Dear Revdex.com,Thank you for sending this for review. I am currently working with the customer trying to gather as much information as I can so we can provide him a copy of his receipt. The customer has my direct contact information and his case is still open with us case # [redacted].Thank you,Karla

Dear Revdex.com, Thank you for bringing the customer’s Best Buy order concerns to our attention.  We have contacted the customer, apologized for her order experience, and was informed she has received the ordered items.Sincerely, Dean [redacted]Executive Resolution Specialist###-###-####

Revdex.com, Thank you for bringing this to our attention.  We have partnered with best Buy Direct to get the return processed, and are going to expedite return labels for the last 2 units that have been received by the customer. Regards, Nick S.

Dear Ms. [redacted] - We have refunded the additional charge.  Because I was unable to see it, it was necessary to reach out to the team responsible for billing and renewals of Geek Squad Protection Plans.  The additional charge was located and refunded.  Please check your bank or credit card statement.  We're sorry for the misunderstanding regarding your original request.Regards,Amy C.

Dear Revdex.com,Thank you for sending this for review, I have talked to the customer directly and gathered receipt info so I will be able to refunding back the charger. The customer will be able to keep the charger since it will not be returnable. The customer also has my contact info for further...

assistance. She should receive this refund in about 3-5 business days.Best regards,Karla [redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize that there were errors on our website.
Please see the Conditions of Use on BestBuy.com under Errors on Our site as copied below. Per these conditions, Best Buy...

will not honor the customer's request.
------------------------

We try to be as accurate as possible. However, we do not warrant that product descriptions or other Site 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.
http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ /> ------------------------
Best Buy now considers this case closed and will take no further action.
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Source: http://www.answers.com/Q/Does_California_have_a_Bait_and_switch_law
California has a bait and switch law. It is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-17509. It States: "17500. It is unlawful for any person, firm, corporation or
association, or any employee thereof with intent directly or
indirectly to dispose of real or personal property or to perform
services, professional or otherwise, or anything of any nature
whatsoever or to induce the public to enter into any obligation
relating thereto, to make or disseminate or cause to be made or
disseminated before the public in this state, or to make or
disseminate or cause to be made or disseminated from this state
before the public in any state, in any newspaper or other
publication, or any advertising device, or by public outcry or
proclamation, or in any other manner or means whatever, including
over the Internet, any statement, concerning that real or personal
property or those services, professional or otherwise, or concerning
any circumstance or matter of fact connected with the proposed
performance or disposition thereof, which is untrue or misleading,
and which is known, or which by the exercise of reasonable care
should be known, to be untrue or misleading, or for any person, firm,
or corporation to so make or disseminate or cause to be so made or
disseminated any such statement as part of a plan or scheme with the
intent not to sell that personal property or those services,
professional or otherwise, so advertised at the price stated therein,
or as so advertised. Any violation of the provisions of this
section is a misdemeanor punishable by imprisonment in the county
jail not exceeding six months, or by a fine not exceeding two
thousand five hundred dollars ($2,500), or by both that imprisonment
and fine." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&...⇄ /> Source: http://www.ecfr.gov/cgi-bin/text-idx?SID=f7a6aebd2fed3534607fd3ee6f1fc8eb&mc...⇄
e-CFR data is current as of December 4, 2015
Title 16 Chapter I Subchapter B Part 239 §239.2
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Title 16: Commercial Practices
PART 239--GUIDES FOR THE ADVERTISING OF WARRANTIES AND GUARANTEES
§239.2 Disclosures in warranty or guarantee advertising.
(a) If an advertisement mentions a warranty or guarantee that is offered on the advertised product, the advertisement should disclose, with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage.
Relevant portions of the above:
The seller's web site mentions the warranty and terms on the appliance in question, but it does not disclose, "with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage," as required by CFR Title 16, Chapter 1, Subchapter B, Part 239, Section 239.2.
In addition, California has a bait and switch law. It is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-17509. It States: "17500. It is unlawful for any ... corporation ... to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state ..., in any ... advertising device, ..., including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading ...." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&...⇄ /> By this law, the seller was required to exercise reasonable care in determining that the advertised warranty terms were untrue. Reasonable care would have involved verifying the material that CFR 16.1.B.239.2 requires the seller to inform the public of. In this case, Best Buy did not do this. Yes, as they point out, their web site claims they are not responsible for errors, but this does not exempt them from either of the 2 laws mentioned above.
Final Business Response /* (4000, 9, 2015/12/08) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the customer's concerns in our previous response and we maintain our position.
Thank you,

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence regarding the complaint has been brought to our Executive Resolution Team for proper review.  We apologize for the frustrations and the inconveniences that this may have caused....

 At this time we have reviewed the customer’s order and have confirmed that the product listed in the order was fulfilled and completed.  Best Regards, Amanda

Dear Revdex.com, [redacted] has been working with Alexandra from our Social Connections and Innovation Team. She has located the purchase and verified the promotion. The promotion was for purchases online and hers was done in the store. However, as an exception, Alexandra will be sending her a $100 gift...

card to fulfill the promotion. Alexandra will be her point of contact to see this resolution through to the end.  Thank you,  Dan S.Best Buy Executive Resolution Team

I am rejecting this response because:Change it to against google then. Someone misrepresented this information. If all the information doesn't match then not everyone can have clean hands in this, someone is at fault.