Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you bringing this concern to our attentionThe return order has been received and a refund has been processedBest Buy feels they have fully addressed this concernThank you,Gail D

Dear Revdex.com, Thank you for forwarding Mr***man's concerns to our attention again The exchange portion of the plan comes into play after Geek Squad, in our sole discretion, determines the computer is truly irreparableIn this particular instance, the computer has not sustained enough qualifying repairs to warrant an exchangeWe recommend the customer brings the computer back to the store to have it assessed by our technicians again if he is still having issues with his productBest Buy considers this matter fully addressedSincerely,Kelsey F

Dear Ms***,Thank you for bringing this matter to our attentionWe have verified that your order was cancelled and that you were able to purchase a television from the storeWe have also confirmed that a generous discount to the television was applied as an exception to our policy.We will be utilizing this experience to better our internal processes in the futureThank you again for taking the time to make Best Buy aware of this matter.Thanks,

I am rejecting this response because: I'm sorry, but I don't feel like any new attempt to solve this issue is being offeredI've been receiving the same resolution since my first case was created through Best Buy call center back in early December, and I don't believe my request is unreasonable nor is it unrealistic to performBelieve me when I say that I don't want to drag this out any further, I am tired of waiting for my purchase or a refund and I don't believe is fair for me to have to wait moreIt honestly feels like my money is being hold on ransomI've been wanting to purchase an open-box laptop through Best Buy and missed out on deals that would have worked great with that $gift cardAn Electronic Gift Card code will work for me or even a 2-day delivery; I was not looking for a refund since I had the intentions of purchasing from Best Buy to begin with, but if it takes a refund to receive my money back immediately, then I will take it.Thank you for your consideration pertaining to my request, I truly do want to reach an agreement and resolve this ordeal

I am rejecting this response because: The Best Buy open box policy on your website states, “Each open-box product was tested or inspected to verify proper working order ” The refrigerator that was delivered to me was not in working orderAs my request for proof and documentation that this inspection did occur was denied, I have to assume that it did not, in fact, occurI believe I was knowingly sold an uninspected and potentially (and as it turned out: actually) defective productThis is in direct conflict with your policyAs you won’t accept a return of this item, I have had to go through the process of having it repaired through [redacted] which has left me without a working refrigerator for over a month nowI have also had to take multiple days off of work, losing much needed income and have lost hundreds of dollars in foodI have had four service visits and two repairs thus far and the item is still not working, necessitating further repair and more lost time on my endThis all stems from buying a supposedly working product from your retail store that was never working in the first place

Revdex.com: though I am still waiting for the process of refunds and mailings, Best Buy has replied with a resolution Considering the fact that they replied to the comment with me as "she" makes me further question their ability to communicate effectively and with any concern for their customers I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Dear Revdex.com, I have escalated this matter to our contacts within the insurance claims team (Gallagher Bassett)They will work with [redacted] and the subcontractor to resolve the claimSince this involves property damage, the insurance companies must be engaged so it is handled appropriatelyAn adjuster named Thomas from Gallagher Bassett will be contact [redacted] shortly and he will be her point of contact going forward Thank you, Dan [redacted] Best Buy Executive Resolution Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This matter has not been resolved nor apprpriatly managedBest Buy has continued to attempt delivery (12/& 1/5) of the appliances to our home although there is no flooring on which to place the appliancesI have repeatedly requested that this matter be escalated and I do not feel that it has beenGallagher Bassett inform me that I should work with our home owners insurance as Best Buy/Gallagher would not be involved and they had other claims to attend toWe feel abandonedWe have spent our entire Thanksgiving, Christmas and New Years out of our home or displaced within our homeBest Buy has attempted to deliver appliances to us although we do not have flooringBest Buy has started to make aggressive phone calls to my husband for payment for the applications appliances have not yet been delivered we do not feel this matter has been appropriately addressed by Best Buy this complaint will need to be remain open until the matter is fully resolved and comleted to our satisfactionThe Best Buy store manager stopped communicating with us and we never received the in store help with the proper selection of appliances that we needed Final Business Response / [redacted] (4000, 9, 2016/01/08) */ Dear Revdex.com, I have been partnering with store and distribution leadership to keep her order openWe will be scheduling it out in the future so the contacts for delivery appointments stopI have also been in direct contact with [redacted] regarding this To keep the order open, the appliances will still be shown as purchasedSo even though she doesn't currently have the appliances, I have encouraged her to pay her bill like normal If she would prefer not to, I have offered to have the order canceled and will reconnect with her once she is able to accept the appliances to place the order againShe decided against this I also offered to contact Citibank directly to see about waiving her late fee but I am currently waiting for more information from [redacted] With regards to the property damage, a claim has been filed with our insurance teamHowever, since she has been going through her homeowners insurance, we encouraged her to continue thisThey will then work with the insurance team for the third party delivery service Both store leadership and I will continue to work with [redacted] throughout to make sure the appliances are delivered once she is able to accept them Thank you, Dan [redacted] Best Buy Executive Resolution Team

Dear Revdex.com - We have forwarded the customer's concerns to the Cn Rapids Best Buy store for review Best Buy is not billing the customers so the store will need to work with the customer's cell phone carrier to see if they can assist with the billing issues Due to the amount of time that has elapsed since the customer's purchased the phone(s) we are uncertain what options may be available, however, the store will need to work with the customer and the cell phone carrier.Regards, Amy C

Final Consumer Response / [redacted] (2000, 6, 2016/02/24) */ I spoke to [redacted] on Monday and they delivered the microwave and dishwasher on Tuesday

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concerns regarding the open box items they wished to purchase to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe My Best Buy certificate has expired and unable to be reissued While we apologize the open box units they wished to purchase are no longer available, we be unable to accommodate their request in purchasing similar units at a discount if the systems were down in the store However, as a customer courtesy, we will be sending a $ [redacted] Best Buy gift card from our corporate office for a better Best Buy experienceThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:I was contacted on October 2nd and it happened right after I turned for help to Revdex.comBefore that my messages,calls & E-mails were not getting any respondI would like to keep the claim/complaint open through Revdex.com until its resolved

Dear Revdex.com, Please advise the customer we have attempted to reach him via the phone number listed in the complaintPlease advise Mr [redacted] to return the phone callThank you,Best Buy

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 bringing this matter to our attention to be addressedWe have verified that the original gift card was cancelled and reissued on 3/16/and the replacement was sent to the confirmed address on 3/21/The customer should expect the gift card to arrive within 7-business days depending on local mailBest Buy has fulfilled the desired resolution in order to rectify this issue and no further action needs to be takenThanks,

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 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 customersI'd like to know how my experience is considered taking care of me

Dear Revdex.com, Thank you for contacting us regarding this matter There has been a good deal of confusion with this matter as we believed the original microwave had been delivered This is why it has not been refunded to date We did identify that the customer came in to purchase a microwave separately from the original purchase We will contact the customer on the local level and work to resolve this situation Thank you, David M

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 with the phone the customer purchased The phone listed on the receipt is a universal IPhone, meaning it is not linked to a carrier at the time of purchase The phone needs to be unlocked by the carrier it is locked to not the vendor In our return exchange policy the customer has days from the time of purchase to return or exchange their purchase if it is not going to work for their needs We sincerely apologize about the experience but Best Buy is unable to offer further support on this matterBest Regards, Amanda

I am rejecting this response because: It does not address the poor customer service by phone or online, including hang ups etc

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the Geek Squad (GS) Remote Service charges of $to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations Customer [redacted] was signed up for the GS Remote Service by AT&T and the GS Remote Service plan has been cancelled as of 06/15/(# [redacted] ) We will be sending a check from our corporate office in the amount of $(payments of $19.99)The check should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, [redacted] Executive Resolution Team Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Decision to refund is the correst responseThank you [redacted]

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/5/2017Our customer has received the items that he purchasedNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely,Best Buy