Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer is claiming fraud and as such would need to open a fraud claim with their local authoritiesThe police will connect with the appropriate channels within Best Buy and we will assist in any we can with their investigationThe customer would also want to call Citi and open a fraud dispute with themThey can locate the number in the back of their credit cardAgain, for legality reasons, as this is a fraud claim, this must be handled through the proper authoritiesThank you again for allowing us the opportunity to respond to our customer's concerns Regards, Sarah L

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.Best Buy representative said she would cancel the gift card and refund the balance to my Discover credit card in the coming days.I accept this solution

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 The trouble of what I had to go through was not for my experience in the past Will go to a different BB store in future due to quality of care at the Citrus Heights location [redacted]

Dear Sir/Madame, I would like to once again clarify that my complaint does not have to do only with the information provided by the BestBuy website, but also with the deceptive information that I was provided with by most, if not all, of the BestBuy agents which I have been in contact with, using different forms of communication, including chat and emailsAfter the mishandling and loss of my original order, a BestBuy agent promised me that I would receive the replacement item on February 3rdWhile this promise was not kept, the website showed confusing information, where, while my order status said I would receive the order on February 27th, I also received an email from BestBuy stating that I would receive the item on March 5th Over the course of the days between February 1st and February 6th, I have had several contacts with BestBuy Agents (which can be seen by the cases tied to my BestBuy account, including but not limited to Case IDs: [redacted] , [redacted] , [redacted] , [redacted] , [redacted] )In most of those cases, I was given changing and deceptive information, where every agent said different thingsI even had a case where the same agent in the same call told me that the item is NOT available and I would have to wait at least until February th to receive it, and then a minute later she told me that the item is packaged and ready to be picked up by the courierIn another case, an agent told me that the item was not available in the warehouse and would not be shipped, but I would have to take public transport for three hours and go and pithe item in a store, and the same information was declared as by another agent on another call, who told me that the item is not available for pickup in any store nearbyI also had a case (No [redacted] ; Agent name: Veron), where an agent refused to let me speak with her Supervisor under the pretense that everyone at the Support Center has the same access and they will all give me the same information (another deceptive misleading piece of information at that)Another agent tried to convince me to cancel my current order entirely, and purchase the same item for a price of $more, stating that BestBuy was unsure if they could fulfill that order within the time frame, if at allIn another instance, I was promised that I would receive a call from a Supervisor, which never happened As you can see, in every step of the way I was given deceptive information and this caused so much confusion and troubles for me, that I am not sure whom to trust anymoreThis pushed me in a loop of checking the Order Status on BestBuy web page but also checking if my bank account was being refunded or charged additional funds by BestBuy, as I could not even foresee what their next would beIt even made me unsure of ever making an online purchase again - not just at BestBuy, but at any other merchant as well, since the process is virtual and BestBuy seemed to hold no accountability whatsoever on what information its agents were providing me with or the outcomes that this information may be fosteringIn my honest opinion, deception is something which can truly hurt the customer, in this case, myself, and affects the trust the customer has not only in that merchant but in the entire shopping process and is a deed which requires liability from the responsible party, in this case, BestBuy Furthermore, because of the delays with sending the laptop to me from the Bestbuy warehouse, I have also fallen behind with work which I don’t think it would have happened if Bestbuy was more straightforward from the beginning about what is happening with my orderIn the beginning of this week I had to cancel a conference invitation in the value of $because I was not able to get all the job done in time, especially because it always took at least an hour every time I talked to a Bestbuy agentLastly, the laptop has arrived today, and it shows sign of wear on the side, while online it was advertised as being in excellent conditionWhile I don’t have anymore time to spend dealing with returning this laptop, and going through the process of ordering it again, and because of this, and all of the inconvenience that has been described above, I would like to request Bestbuy to credit back 20% of my laptop price, and cover the fees that I had to pay and cancel to the conference because of this experience with BestbuyPlease let me know if you need any additional informationBest

Dear Mr [redacted] - We have reviewed your concerns and your purchases/exchanges made regarding the Google Pixel phone Unfortunately, we are unable to offer you an additional gift card, as that is not a valid promotion - or the promotion that you seem to be referring to We understand that you have a screen print of something that was listed on our website, however, we do not "price match" errors on our site We're sorry this is not the answer you're seeking however, we are pleased that you have been able to take advantage of the offer that is valid.Here is the disclaimer listed on BestBuy.com:We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstatedRegards, Amy C Information on Our Site We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order

Dear Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.comWe are sorry to hear of your experience and would like to look into it further for youHowever, we are unable to locate your order number or contract information using the information you providedWhen you have a moment, can you please reply with Service Agreement Contract Number and the Customer Service PIN from near the bottom of your purchase receipt? That would greatly help us research this for youThank you

Dear Ms [redacted] - We have reviewed your concerns regarding the auto-renewal of your Geek Squad Protection Plans Unfortunately, your plans have been cancelled and refunded and we are unable to reinstate them All of our Geek Squad plans are underwritten by an insurance company They will not allow for plans to be reinstated once they have been cancelled Additionally, our notes indicate that you called in regarding the cancelled Geek Squad Tech Support plan and requested that the Kaspersky virus protection be cancelled, as well Based on our records, you have received refunds for the plans that you requested be cancelled We are unable to reinstate the cancelled plans.Regards, Amy C

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your officeI spoke to the Customer and a One Time Customer Satisfaction Gesture was offered to and accepted by the CustomerPlease forward any additional questions or concerns to our office and we will respond accordinglyWarmest Regards, Best Buy

08/08/To whom it may concern, Best Buy has reviewed the situation and resolved the issue with the customer's profile preventing orders from being completed Having communicated with the customer and discussed the situation, we feel the issue has been resolved in it's entirety Nevertheless, please feel free to contact me directly should any additional issues arise

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the issue with the The Retail Equation, the company that flagged the returns, we have found that because of the customer's high percentage of returns and exchanges within Best Buy, he was in fact issued a warning in mid-January from excessive exchanges Because the customer willingly purchased the same item after receiving said warning, he must now proceed with repair on the device through the manufacturer's warranty as we will not process an exchange on the deviceBest Buy considers this matter closed Sincerely, Kelsey F

Dear Revdex.com, We are currently working with [redacted] to get this matter resolved and she has agreed to close this complaint while we resolve the issueThank you.Larry S

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this matter has been brought to our Executive Resolution Team for proper reviewBased on the information the customer provided, her issue started while she was still within our Return and Exchange Promise, so a return or an exchange would have been available at that timeIn regard to our refurbished items, if a product is repaired, it may use parts from another product, but from the same companyOn our website, we clearly indicate what refurbished means; Refurbished products are repaired and restored to a like new stateThey are verified to work properly and include all parts and accessories (original or comparable substitutes)All refurbished products sold by Best Buy also include a warranty, and Best Buy’s Return and Exchange Promise appliesReturn and Exchange Promise: https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608000500...⇄ Regards,Bethany H

Mr [redacted] - The corporate office is only able to escalate your concerns to Joanne and her management team We are not able to address this concern through the Revdex.com site as we do not have access or visibility to the delivery teams that are local to you We will not be continuing to respond through this site You will need to work with Joanne and her teams for resolution.Regards, Amy C

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concerns regarding the TV purchase price request and My Best Buy loyalty membership points request to our attention Our Iselin store (#***) contacted Mr [redacted] today (Monday August 15, 2016) in providing the price adjustment and our corporate office added 14, points ($in certificates) to Mr***’s My Best Buy loyalty membership accountThe points will be visible in their account in approximately to hours Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Dear Revdex.com - We have found a cellular phone purchase and Geek Squad Protection contract in our records under a [redacted] There was a contract purchased on a iPhone 5s on 7/9/that was being paid via credit card on a monthly basis Our records indicate that the card given to Best Buy to pay for the monthly GSP would not authorize for the GSP paymentsThe customer was contacted via email on August 15, and again on September 9, to let him know that we needed a new credit card for him to keep his GSPOur last attempt to contact the customer was on September 30, via USPS to inform his that his GSP would cancel if we did not receive valid form of payment establishedThe GSP did finally cancel on November 8, due to non-paymentThe customer had a Geek Squad service plan that was unpaid for months after he initially signed up for itWe do not feel that he is owed any replacement or service work based on the above findings Regards, Amy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any email or letter from Best BuyI will now file a complaint with the Texas AG's office for warranty fraud Final Consumer Response / [redacted] (3000, 9, 2016/01/29) */ ***Document Attached [redacted] Actually, I updated the credit card on September 17, Here is proof Final Business Response / [redacted] (4000, 11, 2016/01/29) */ Dear Revdex.com - We have reviewed the receipt that the customer provided and it is for a different cell phone's protection plan, not the phone that was purchased in July of Our previous response still stands Regards, Amy

Revdex.com, Thank you for brining this to our attentionWe are deeply sorry for the delay in refund to the customer and take full ownership of the experiencePlease know that I have confirmed the refund has now been processed, and should reflect to the customer's card within the next 3- daysThank you again for allowing us the opportunity to address these concerns Regards, Sarah L

December 9, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns in the previous correspondence forwarded to your office on December 8, and our position remains unchanged 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.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/27/We have attempted to contact the customer but have been unsuccessful However, we have been able to resolve the concern with our customers orders being cancelled and would encourage him to place the order again.Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely,Best Buy

Dear Revdex.com, Thank you for bring this matter to our attentionFirst of all, we are very sorry to hear about the setbacks endured by Mr [redacted] when dealing with this matter Please know we have contacted Mr [redacted] to assist with this matterWe have been able to remove the warning that prevented returns and exchanges so that he is able to proceed with the exchange of his cameraBest Buy considers this matter resolved however, please forward any other questions or concerns and we will respond accordingly Thank you

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have contacted Ms [redacted] and assisted with the purchase of the Hoover vacuumBest Buy considers this matter closed Thank you