Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 7, 2016/01/21) */ The following email was sent to the customer on 12/26/15: From: [redacted] , Dean Sent: Saturday, December 26, 2:PM To: [redacted] @hotmail.com Subject: FW: CUSTOMER COMPLAINT: Violations of Best Buy Code of Ethics Dear [redacted] : Thank you for contacting Best Buy about your damaged television concernI'm Dean with the Executive Resolution Team, and your email was forwarded to me for review I am very sorry to hear that there is a crack in the screen of your recently purchased [redacted] 65" televisionI appreciate your concerns and forwarded your feedback to our Melrose Park stores General and District managers attentionThey are willing to provide a one-time exception on replacing your television for a comparable open box or new television, up to the original price paidThe exception is based on inspecting your television for excessive damaged, and the offer is good till Friday, 1/1/ Thank you again for making Best Buy aware of your concernsPlease feel free to contact me with any questions or concerns Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted] @bestbuy Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted MrDean on 12/28/by email to advise that I would be out of town for the New Years Eve holiday and that I would be out of town on that date 01/01/and would not be able to meet that dead lineAlso called the corporate office and in speaking with a customer service representative explained that I sent dean the emailShe said that she would contact Mr [redacted] He did call me back and I was able to verbally advise Mr [redacted] the same thing that I sent him in the emailMr [redacted] advised me that he sent a message to the Best Buy in Melrose Park and would get back with meIt is now January and neither Mr [redacted] nor the management team from the Best Buy in Melrose Park has contact me backThe operation, including the HQ have very poor communication and follow up skillsAs you can see from all the other comments I sent in my initial complaintThis is UNACCEPTABLEI can't get the company to follow up with me At this point I think I want to take this a step further or file a complaint with the Attorney General Again, as a customer I am contacting them more than they are contacting meWHAT HAPPENED TO THE SUPERIOR CUSTOMER SERVICE THEY TALK ABOUT IN THEIR CODE OF ETHICS Final Business Response / [redacted] (1000, 13, 2016/02/03) */ Dear Revdex.com: We have contacted the customer via phone and email in response to Revdex.com case # [redacted] We have offered to replace the customer's 65" [redacted] television via a Digital Coupon at the original amount paidCustomer is satisfied Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted] @bestbuy.com

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Hello Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your phone purchase at the Best Buy store in Colonial HeightsI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about your experience and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company I have shared your complaint with management of the store and districtI am pleased to hear from The General Manager of the store in Colonial Heights, David, that they have worked with Verizon to credit the $data overage charge to your Verizon billDavid also has let me know that the store has reached out to you and invited you to come back to the store for a resolution of the tax/gift card concern that you had Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation, and for being our customerIf I may be of further service, you are welcome to email me at [email protected] or to call me directly at (612) 292- Sincerely, Brian [redacted] Executive Resolution Specialist Best Buy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 customerThe tracking number associated with the order, [redacted] , shows the package was delivered to the customer on 6/10/A claim was opened after the customer notified us that he gave the package to his doorman to return to UPSUPS confirmed the customer told them he accepted delivery, and then gave the package to his doorman to give back to UPSUPS did not receive the package from the doormanSince the tracking shows the package was delivered to the customer, and the customer said he received the package, we are unable to provide a refund on the order without receiving the product backBest Buy considers the matter closedRegards, Kathryn S

Dear Revdex.com, We have been in touch with the customer and confirmed they now have their products orderedWe have also verified that the gift cards sent to the customer will be sent to the correct addressAt this time, Best Buy considers this matter resolved Sincerely,Kelsey F.Best Buy

Dear Revdex.com,Thank you for bringing this to our attention, our Executive Specialist team was able to review the case and provide a response.As per our return and exchange policy, returns are accepted within days of purchase for the item purchased (days if the customer is a Best Buy Elite Plus member)However, this product does fall under the manufacturer's warranty of one yearThis is normally processed by the manufacturer.For this situation as a customer service gesture we will refund the customer their money for the productThis will go back on the customer's card that was used to purchase the itemIt will be seen in 3-business days.With this resolution, Best Buy considers this issue resolved at this moment.Daniel S

I am rejecting this response because the products installed did not meet the quality nor benefits described at the time of purchase Even after a consultant came out to fix the stated issues regarding sound and picture, the overall issues could not be fixed which is why a return of materials was pursued Yes, the products were installed, but why should a customer have to pay for installation of products that didn't meet the standards stated by BestBuy Their logic is like saying you pay to have a car shipped that was sold as having MPG capability, but after driving it, only reach MPG Why would I pay for the shipping costs for a product that doesn't meet standards stated by the vendor Installation costs ~ 9% of the total cost of the purchase I do not accept this response by Best Buy

Initial Business Response / [redacted] (1000, 10, 2015/09/10) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***'s concern regarding the online order and coupon request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe will be sending a $check to customer from our corporate officeThe check should be received in to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

12/01/2017To whom it may concern,Best Buy has been in contact with this customer and reviewed the situation and coupon As we did find an issue with the coupon code issued, we have honored the customer's request to reissue and provide consideration for his problem Should further issues occur, please feel free to reach out directly for assistance

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Dear Revdex.com, Best Buy was able to connect with Mr [redacted] and provide him with the sale price on the phones that we desired Please let us know if you have any questions Thank you, Cassie E Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com, Thank you for bringing this to our attentionPlease know that we apologize for the delivery experiencePlease know that our store connected personally with the customer to discuss, and will be taking care of the customer with the purchase of a new TVWe hope we have been able to rectify the customer's relationship with Best Buy and look forward to service him as a valued customer Regards, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that Mr [redacted] contacted our customer service team who was able to assist and process a refund for the antivirus that was pending on the first iPad cancelled order Best Buy considers this matter resolved nevertheless, please forward any additional concerns and our office will address accordingly Thank you

Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe product in question is a [redacted] Video DroneThe model number is [redacted] with a SKU of [redacted] The customer made a return without a receipt or any additional information regarding the purchaseThe customer indicated this item was a gift and does not have a valid receipt or gift receiptAs a result, the customer was offered a gift card in the amount of $59.99, which is the lowest price the item has been sold for within the last daysIf the customer could have provided additional information such as the purchaser's name, phone number associated with the purchase, date of purchase, store location of purchase, or payment method, there could have been a different resolutionHowever, without any further proof of purchase, there is nothing further Best Buy can to resolve this issueBest Buy considers the matter closed Thank you, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not get my full refund & taxes

Thank you for sending this for reviewI am sorry that you were not able to get this processed successfullyUnfortunately, when there are pricing errors the order is automatically cancelledI am sorry that your hopes for were up for a good dealBest Buy tries our very best to make sure everything is accurate unfortunately errors do happen and we are required to cancel them as quickly as possibleHere is more information on pricing errors and our disclosure on errors on our website - http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ again thank you and I am sorry for the inconvenience.Sincerely,Karla [redacted]

Dear Ms [redacted] ,Thank you for bringing this matter to our attention to be addressedThe contract in question was set to auto-renew, which is why it charged the credit card $We apologize for any mis-communication regarding this.We have cancelled the Webroot per your request and initiated a refund for the full amount of $You should expect to see the refund post to you account within 7-business days.Thank you again for the opportunity to assist in rectifying this matter

Dear Revdex.com,I am currently emailing back and fourth with the customer on resolutionI have offered to reimburse the difference on the pedestal as well as the warranty added to the pedestal since the warranty cannot be added to washer since its outside of the return and exchange time frame.Thank you,Karla

I am rejecting this response because: I completely understand that I was not on a qualifying legacy plan to receive the discount - but I was only told that long after I had purchased the phoneThey are correct that some of our plan members, including my husband, previously received a monthly discount for a leased phone and that went away once the plan was switched off of the legacy planFor clarification, my phone was never receiving a credit so it's not an instance of I had one and then lost it, and am now complaining about itMy issue is that at the time of purchasing my phone, I was not on a legacy plan, but was still told by Best Buy team members and Sprint representatives that the phone would cost me $a monthHad they looked at my account correctly and communicated that the credit would not apply to me due to the plan I was on, I would not have purchased the phone in the first place!You are correct that I have declined switching back to a legacy plan as it would cost more monthly, and thus that is not a suitable optionBut to reiterate, I was not the one the inaccurately reviewed my plan, and was told of a discount that should not have applied to meI had not been on a legacy plan for months prior to purchasing the phone, which I can prove by going through previous bills - which I did with Mike on the phone and expressed again that I was not on a legacy plan at the time, so why was I told by so many different representatives that my cost would be $7? This is a clear error on Best Buy and Sprint's part, but one that I am now paying for, which is unacceptable and far from the Customer Service I would expect in any circumstance but especially one where I've been a Sprint customer for basically years and have been purchasing my phones from Best Buy mobile for a number of years as wellI should not be responsible for paying for someone else's mistakes, simply put

Dear Ms***,Thank you for bringing this matter to our attentionWe apologize for any frustration or delay this may have caused youPlease know that the original timeframe of the repairs was an estimate and is subject to changeSince the unit was damaged in transit by a shipper, we first are going to rectify any damages caused by that shipperUnfortunately this may increase the repair timeframe as we are awaiting the necessary parts for the repairOnce the parts are received, the repairs will continueWhen the repairs from the shipping damage are completed, you should expect contact from our service center with our next steps to complete thisBest Buy is awaiting parts for the repairs and will continue to address this matter per the terms of the Service Order Claim Check as originally agreed to by the customer when the unit was originally dropped off for the estimate.Thanks,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me for the following reason: [redacted] is unable to work with me to resolve the situation while the product in question is still registered to Best Buy.Thank You [redacted]

Dear Revdex.com,We have reviewed all of the canceled orders and none of the cancel orders on record have been charged for If the Customer can supply the order numbers for the ordershe believes he has been charged for Best Buy will be happy to refund those amounts Best Buy's position on this matter remains unchangedBest Buy considers this matterresolved.Thank you,Larry S

Dear Revdex.com -Best Buy considers this matter closed Regards, Amy C