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 situationThe 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 rebateAs 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 oneI am well aware of the [redacted] recall going on, since I already filed paperworkI 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 thatI had contacted Best Buy to ask for the difference back because of the situation and because Best Buy is where I bought the replacement washerI 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 appliancesI am also very unhappy at the length of time it took for someone to even respond to meNobody wants to take accountability anymoreI 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 stoveI purchased one and had a delivery schedule for 4Wednesdaybetween the hours of 12PM and 4PMDuring the purchase I opted to receive phone calls regarding the statusMy wife stayed home all day with our two year old and month old, in order to wait for the stoveDuring the day I received no phone callsDuring the window, I called my wife several times to ask whether or not the delivery cameThey never showed upIn fact, I never received any phone call from the warehouse, driver, or such regarding the deliveryIt wasn't until I called the Best Buy in Manchester to ask where they wereWe didn't get the delivery until 4:that evening - no phone calls, nothingMy wife never got a chance to put our toddler down for a nap because she was waiting for the deliveryIf 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 upThis is the second time, now, where we have had delivery issues with you peopleThese 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 BuyI am totally disgusted

I am rejecting this response because: Sorry that was pretty dumb of methe first appointment was the middle of February, the second one was on March 2nd, and the 3rd was early aprilI 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 decideI have been more then patient but I feel like nothing is going to get resolvedI 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 locationand no I do not know the name of the assistant manager I spoke withI appreciate you trying to help me resolve this issue I'm just so tired of dealing with itthis has been nothing but a headache

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 phoneThis list does not include an ear setBelow 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 S4G LTE with 32GB Memory Cell Phone (Unlocked)We at Best Buy do not feel that we were deceptive in our advertisingWe 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

Dear Revdex.com,Thank you for sending this for reviewI have called the customer to further assist him and he has requested that we email each other insteadI have emailed him and have offered to cancel the two electronic gift cards and mail him a physical gift card and I am waiting for his responseThe customer has my direct contact information and his Best Buy case number is [redacted] .Thank you,Karla [redacted]

I am rejecting this response because: Best Buy answer is incorrect, the order was not automatically cancelled I contact them to find out way was the transaction was still showing awaiting authorizationI had previously contacted my bank who told me the transaction was approvedFor some reason Best Buy's system was not seeing the authorizationAfter spending minutes on the phone with customer service "I ASKED" the rep to cancel the order.The original order was cancelled due to Best Buy system no working properly and not due to an error on my partI told the customer service rep multiple times that I no longer had the original gift cardsDue to the the delay and bad customer service/system I was unable to take advantage of better pricingThis was caused not by any fault of mine but by the broken customer service system and incompetence of Best Buy employeeAttached are the logs of all the phone calls I made to Best Buy without resolution, more than hours of my time

January 17, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as a refund has since been processed for the order in question and a $ [redacted] gift card has been requested for the customer as promised The gift card typically takes a couple weeks to process and mail 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

I am rejecting this response because:The drone Best Buy sold to me was already damaged and they won't own up to itI did all my research and the box should've been sealed from the factory with factory tape

Dear Revdex.com, Thank you for your continued partnership in this matter At this time we have reached out to the customer and came to an agreement to resolve this for the customer Best Regards, Amanda H

I am rejecting this response because: It is unprofessional for this company to just hide behind a corporate wall of mumbo jumbo and simply saySorry even tho our employee mis-represented the sale of the extended warranty we are going to do nothing about it and do not value you as a customerI feel like I was treated unfairly and taken advantage ofat the time of sale and now when seeking a resolve to my issueI was/am not looking for a free rideI even offered this company to pay the difference between the two models if they were able to switch it out for the newer unitThis is think was MORE than fair on my part as a consumerI think that my next step mayjust be the attorney generals office to file a formal complaint with them as this was clearly some type of effort to defraud me when I clearly was told at the point of sale that purchasing this "Extended warranty" would extend the warranty years PAST the original MFG warrantyI am more than willing to work with the companyto get this resolved but they are not willing to help me at all it looks like and this is just poor business and a form letter reply to my problem that they send to everyone.I was expecting more support and am not at all happy with the outcome thus far

Dear Revdex.com,Customer has been refunded $on 12/23/and was also issued a $ [redacted] Dollar Make Good Gift Card Best Buy considers this matter resolved.Thank youLarry S

I am rejecting this response because:I was called by Rhonda and Sara and was told that the refund was processedIts been more than days now and I have not yet received the money back on my credit cardI called Rhonda again on Wednesday (Dec 14) and she asked me to wait few more dayI am really frustrated because its more than days and still I don't see the credit back on my credit cardSo I am not sure if the refund has actually gone through successfully

I am rejecting this response because:Best Buy did in fact, after months, obtain and deliver the product contracted but has NOT addressed the 2nd issue they created Best Buy reached out via voice mail at July at 12:15pm and scheduled a delivery for "tomorrow between am and Noon" At that direction, I took a vacation day to meet that time Best Buy never showed, never called to cancel or to reschedule that meetingI can not recover this vacation day To say that Best Buy has resolved this matter is not accurate Damages/loss of time as the result of Best Buys lack of follow through with their own procedures/scheduling need to be addressed Oops/we're sorry does not return the value of the lost vacation day Willful and wanton acts of neglect in this transaction have not been addressed or recovered If Best Buy damaged my property during a delivery, they would be liable Best Buy has document-ably created and caused a loss that needs to be recovered The practice of scheduling client meeting times and not following through cannot be allowed to simply be ignored

Dear Revdex.com,Thank you for bringing the customer’s GE microwave concerns to our attentionOur Geek Squad installation Team installed the replacement door and tested the unit on 6/9/Installation is completeSincerely,Dean [redacted] Executive Resolution Specialist###-###-####

Dear Revdex.com: Thank you for sending this matter on for our reviewWhile, I am sympathetic to the customer's predicament, our products come with a 15-day return promise and if no Geek Squad Protection plan is purchased, then the customer can work with the manufacturer to request service under the terms and conditions of their warrantyOur Return and Exchange Promise is referenced in our store, on the receipt, and published on our site: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ as a goodwill gesture, I have issued a refund for $100, which I hope helps this customer into another unit, since her efforts to resolve the issue via her internet provider were inconsequentialWe do value her efforts doing business with usThank you!

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has refunded the customer and sent a new gift card via mailNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

Dear Revdex.com, I have partnered with store leadership regarding this concernThe computer needed system restore therefore any software would have to be reloaded afterwardsWe offer data back up services for any files on the computer but that was declined According to leadership, they offered to reload the software back on the computer and send the computer back out to repair the crack since it is under a Geek Squad Protect and Support PlanThey state that Ms [redacted] wanted to return the computer as she did not feel those solutions were satisfactoryThe Geek Squad Protection Plan does not cover a refund but does allow for service to be performed on the computerIf she would like us to reload her software back on the computer and repairing the crack we will gladly do soHowever, we will be unable to provide a refundThank you, Dan S.Best Buy

Dear Revdex.com, Technically we are not to combine a price match with a coupon offerThan being said, the computer went down in price two days later and he could have received the offer had he just returned the product and repurchased itThat seems like too much work so, as a gesture of customer service, I have requested a $ [redacted] Best Buy gift card be sent to Mr [redacted] It should arrive within 2-weeks of today's date to the address listed on this complaint Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused Unfortunately, we are unable to fully investigate this matter without the order informationPlease have the customer provide the order number or receipt information so we can look into the alleged double charge of the item Sincerely,Kelsey F

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 resolutionI called the Customer and left a voicemailI also emailed the customer and am waiting for a responseWarmest Regards,Best Buy

I am rejecting this response because: I am rejecting "temporarily" The first phone call to Geek informed me that I would get a refund in 5-business days The second phone call to Geek I was informed that no such action to cancel Kaspersky had taken place, but they would cancel and refund You have to understand my skepticism at this point.I did receive a notification that the Geek Squad protection was cancelled, however, I do not see any credit yet on my card Once the credit is applied, I will accept the Best Buy response and close this case