Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Mr [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the customer’s cancelled orders, one of our Customer Care agents submitted for a refund of $on order BBY01- [redacted] on 11/I have submitted for refund of $on order BBY01- [redacted] today, 11/It may take 5-business days from the date the refund was submitted for the customer to see the credit on his accountBest Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for bringing this matter to our attention At the time of sale Mr [redacted] was presented with a contract that outlined that various charges to his account, both to his monthly service bill and for his phoneMr [redacted] signed acceptance of this contractThere is responsibility on the part of the customer to familiarize themselves with a contract prior to signing acceptance Additionally, Best Buy offers a day return and exchange periodOutside of that period, Best Buy is unable to affect change to a customer's contract, as the contract is held by the customer's carrierAny change of cancellation to that contract would result in an early termination fee being assessed by the carrierUnfortunately, best Buy has no way of mitigating this fee with the carrierWe would advise that Mr [redacted] work with his carrier directly if he had concerns he would like to address with his contractAfter working closely with the store, we were unable to determine that Mr [redacted] was provide with the incorrect informationMost phones now have both a monthly fee for the phone and for general monthly billing, which can be a change for some customersWe are sincerely sorry if there was any confusion Thank you again for bringing this matter to our attention Kindest regards, Cassie E Exec Res Sr

I am rejecting this response because: I tried to get it fixed while I did have the protection plan and they did not honor itThey looked at it twice and offered to send it for service for $and also told me it was bad out of the box from the manufacturerI contacted the manufacturer and was told since it was not purchased directly from them that I had to deal with Best BuyI should not have had to pay for serviceBest Buy did not honor the protection plan.Now they are saying that it is expiredTYPICAL!! There is a way to see that this machine has not been used

Dear Ms***,Thank you for bringing this matter to our attentionWe apologize that you and your daughter were unable to take advantage of the sale price in questionUnfortunately when a promotion ends at a specific time, the applicable time zone is Central timeThis means that after the 11:59pm CST time passes, the promotion is over and cannot be price matched to after it's expiredThis information is available on www.bestbuy.com in the Conditions of Use and Price Match Guarantee sections.Best Buy will not be offering a price match for the product in question as the time frame for the promotion has passed.Thanks,

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Dear Revdex.com, Thank you for bringing this to our attentionThe Terms and Conditions of the Geek Squad Protection plan (GSP) state as follows: "All defective/malfunctioning gaming systems will be replaced with a product of like kind and quality of comparable performance using Geek Squad's Rapid Exchange process." Additionally, the GSP specifies that claim fees may applyIn any case, our total liability under the GSP is the purchase price originally paid for the productTherefore, it is possible there may be a fee imposed or a cost difference to receive a replacement As Best Buy is abiding by the written terms and conditions, we will not be able to provide for an immediate replacement in the store Sincerely, [redacted] Best Buy Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did you read my complaint fully? You have the device that I need and it is cheaper than at the time of purchaseYour Company Told Me To Buy A New One And seND Them A receipt Final Business Response / [redacted] (4000, 9, 2015/06/16) */ Dear Revdex.com, I apologize for the misunderstandingThe terms and conditions do allow us to reimburse customers for their replacementsThe customer should follow the process he was provided in the store Thank you, [redacted] Best Buy Corporate Office

I am rejecting this response because:I did unlock the Iphone and it did not work We were called and tried to unlock the phone again This is unacceptable and I need to speak with someone higher in the organization

I am rejecting this response because: The store manager has been less that available and helpfulClearly he was not aware of the situation and the information that was in the original claim that I made against Best BuyI am waiting on a response that I sent to him today, and until I have an answer, I am rejecting the response

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 meI chatted with a representative from the business and we worked everything out

Initial Business Response / [redacted] (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 CitibankBest Buy cannot proceed with an order on which the payment type has been declined by the bankBest 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 sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonIf 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 orderIf 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] .c?id= [redacted] #use_confirmation 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

April 4, 2018To Whom It May Concern:Mr [redacted] was correctly informed by the store staff that the product in question was a UMRP product and the price could not be adjusted per our agreement with the manufacturer This is due to the fact that the product that they wanted to exchange their purchase for was a different model and inventory SKU number as it was a different colorNevertheless, in an effort to resolve this matter I have requested a check for Mr [redacted] in the amount of $to refund the difference in priceThe check will be processed and mailed in the next to business days Please forward any additional concerns to our office and we will respond accordingly Sincerely,Terrance [redacted] SrExecutive Resolution SpecialistBest Buy Corporate Campus

September 8, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] P [redacted] ’s concerns that were forwarded to your office as she has been informed that the transaction in question is too far outside of the return/exchange period and outside of the time frame for any changes to their service agreement 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: I have made significant returns, but also significant purchasesIf you review my account I generally return and buy something more expensiveI am not a criminal and I think it's unfair I am being treated like oneIf I had ever been notified of this return policy I would have followed itI want the block lifted and then I want to be notified properly of the return policyThank you!

I am rejecting this response because: I was mislead and misinformed by best buy customer service and am now faced with buying a new television after having paid for a warrenty

Dear Revdex.com,Thank you for bringing this matter to our attention When order BBY01- [redacted] was placed for the computer, included was digital download for webroot secure anywhere device month subscription When the computer order was cancelled, that was refunded but the webroot was not As a one time customer service gesture, an allowance has been applied to the bestbuy.com order to refund the customer $ Best Buy considers the matter resolved.Thank you,David M

Thank you for sending this for reviewI have already been working with the customer since 12/when she called in and I offered to reimburse her the difference when paid for a different computer in storeI have requested an expedited check to the customer and she should receive it in 3-business daysThe check amount is $250.Sincerely, Karla [redacted]

Dear Revdex.com, We have corrected the Kressa's account so that orders should no longer cancelWe apologize for the experience That exact model is not available on BestBuy.com anymoreHowever there are many other Compustart models bundled with Geek Squad installation still for saleFor the price difference and the inconvenience, I have requested that a $ [redacted] Best Buy gift card be mailed to [redacted] at the address listedIt will arrive in 2-weeks Thank you

Dear Revdex.com,Best Buy would like to apologize for the inconvenience and frustrations that this situation may have causedWe have verified that the funds has been issued and should be arriving soonOur client would have to wait 2-weeks before the gift card arrives.Thank you,Ash E

Dear Revdex.com, Thank you for bringing this to our attentionWe looked into the customer's complaint and we cannot find where a carrying case is included with the purchaseIf we had a carrying case for this product we would order it for the customerSince we do not have the case and cannot order one for them, we have created a $gift card that will be mailed to the customerThe gift card was created on 12/10/and should arrive in 7-business days.Best Buy feels we have fully addressed this concernThank you Gail D.Best Buy

Dear Mr [redacted] - We have reviewed your order and found that the information you were provided by our customer service agent is correct Your order was placed on November 24, and the first authorization attempted between Best Buy and your credit card's bank was declined Our system again tried to authorize the purchase with your bank on November 26, and that attempt was declined as well On November 26, an email was sent to the email address for your order stating that the order would be cancelled We are unable to offer you Black Friday pricing as this was not an error on the part of Best Buy Regards, Amy C

Dear Revdex.com: Thank you for referring this matter to us for reviewI am erring on the side of the customer and refunded the amount for the game he said he did not receiveThe total price including tax for that item was $Per system constraints, I refunded this amount back to the original form of payment (i.e., gift cards), but then I also submitted requests to cancel those original gift cards and reissue the funds on new replacement gift cards, which will arrive to the customer in 2-weeks via US Mail Customer Information: [redacted] Mckeesport , PA Daytime Phone: ###-###-#### E-mail: [redacted] Kayla [redacted] Best Buy CoIncExecutive Resolution Specialist