Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Dear Revdex.com - We forwarded Mr***'s concerns to our Home Delivery team and they reached out to Mr [redacted] to schedule haul away of his old television for 12/5/Additionally, they will be sending him a check for $for his troubles Regards, Amy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They were being reasonable

10/06/To whom it may concern, The customer has been assisted by Best Buy consumer relations and the issue is now resolved A backordered reshipment was canceled and refund provided Nevertheless, should any further issues arise, please feel free to reach out directly for assistance

June 1, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as it was explained that the original form of payment was considered lost or stolen and we can offer no further resolution regarding this matter 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.com, Based on the information provided, we are unable to locate the purchase information for the laptop charger or the camera systemIf you could please ask Mr [redacted] to provide the customer service pin number from his receipts, or the telephone number associated with the purchase, it would be greatly appreciated Thank you, Dan SBest Buy

Dear Revdex.com, Thank you for bringing Ms [redacted] ‘s concerns to our attention We apologize for any frustration or inconveniences this may have caused the customer We have made successful contact with Ms [redacted] and the washer washer was delivered on Saturday 4/ The customer has been in direct contact with our case manager from our warehouse and has the case manage;s direct contact information Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com,thank you for sending this over for reviewI have contacted the customer and left a voicemail with my contact information because I need more information in order to further assistFeel free to close Revdex.com the customer can contact me by phone for a resolution.Thanks,Karla [redacted]

Thank you for sending this over for reviewI need more information since I was unable to find a new order I will be contacting the customer for this information and he will have my contact info in case he needs further assistanceBest regards,Karla [redacted]

MESSAGE FROM CONSUMER: I am rejecting this response because: I do not get it .Is weboot and security together for where did there get the price from I payed the last two yearWhere did they get the price from no body told me about that price______________________________________ Hello Revdex.com, We are following up our previous response to Mr***’s Revdex.com case.The Webroot software security subscription was $when purchased; however, under auto renew the price was for $(includes tax) for the last years (discount pricing since under auto renew)While we apologize if this was not verbally communicated to Mr [redacted] at the time of the purchase, we appreciate the feedbackBest Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution TeamBest Buy Corporate Campus__________________________

Dear Revdex.com, Best Buy does not make the credit inquiry directlyCitibank, who administers the Best Buy credit card would have made the inquiryWe would suggest they dispute this with Citibank and the credit bureaus if she feels this was done in error Thank you, Dan [redacted] Best Buy Executive Resolution Team Dan [redacted] Senior Specialist | Executive Resolution Team

I am rejecting this response because: lets wait till tomorrow and see if it actually shows up

I am rejecting this response because: I have attached emails I sent to Best Buy in regards to this order to VERIFY the informationI called AND emailed customer service to ensure that the order was being processed and I was ASSURED various times that everything in the order was fine and it was being processedThe claim Best Buy is making that they were unable to verify information is and shows the poor customer service skills they possesAs a customer I went above and beyond to ensure this order was being processed properlyOnce the order was cancelled I received contradictory information from Best BuyFirst stating the item was cancelled due to availability and told that I should purchase in storeBut the website showed and still shows this item is availableThen I was told it was cancelled because they could not verify the informationOnce I brought up the numerous times I reached out to Best Buy to verify and Best Buy confirmed that my order was being processed and I should wait to receive the email to pick up in store, then I was emailed again and told the cancellation was due to unavailability of the productAs you will see in the emails, Best Buy simply does not care about Customer ServiceI simply want a price to be honored and even that seems to be out of the questionThis is clearly a scam to me, when they will not honor their price for a mistake THEY madeAfter my initial minute phone call with Customer Service I decided to email them, yet it still got me nowhereDuring the conversation I was given several different answers about the orderThe customer service rep told me the order was progressing, then told me it was actually ready and I could pick up at any store (of course I knew this was incorrect because that is not how their in store pick up works)I asked to be transferred to someone more knowledgeable, I was transferred to the GEEK SQUAD which has nothing to do with customer orders, I was re-transferred and ultimately hung up onFor best Buy to state now that they could not verify the information is such an egregious lie when I called Customer Service and emailed customer service...to be told on numerous occasions that everything was verified and the order was being processedAgain, all I am seeking from this company is a price match to the price the macbook pro was at the time I placed this order which was $I hope that with me providing PROOF in forms of emails, it will make best Buy do right by the customer they obviously let down and continue to let down by stating falsehoods and contradicting themselvesThank you

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Dear Revdex.com (Revdex.com): Thank you for bringing Sarah Matthews concern regarding the Geek Squad Protection (GSP) plan renewal request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe GSP plan (# [redacted] ) was purchased for the HP laptop computer by [redacted] Perez on 10/13/and provided the email address - [redacted] @yahoo.com for online order #BBY01- [redacted] On 12/17/2015, the Geek Squad team sent the following email to the email address customer [redacted] Perez provided to us in purchasing the GSP plan on 10/13/- [email protected] - The email renewal request was sent to customer by our team after they contacted the renewal team and included the website hyperlink in email to renew the plan Hello ***, Your Geek Squad Protection plan expires on 12/24/Renew today and keep your Laptop performing like the day you bought itYour stuff may stop working but we never do Simply go to https://www-ssl.bestbuy.com/services/geeksquad/renewals?ContractId= [redacted] &SerialNum= [redacted] &SysId=TBS Payable by credit card only If you have already renewed your plan, please disregard this notice Questions? Please call [redacted] Geek Squad Courtesy Team However, the GSP plan's underwriter can no longer renew the plan since the plan has since expired and outside the time frame and restrictions from our underwriter Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Best Buy is factually incorrect, and we have documentation to back this upThe President of our company, whose email is on the account, has repeatedly and routinely checked her email (including junk mail) and NO correspondence regarding the renewal or needing a credit card to process the payment was received This is the factual history of the issue, and repeated errors on the part of Geek Squad (Best Buy): Called Geek Squad for the 1st time on 10/21/ I called on 10/21/to purchase a renewal for Protection Plans ( [redacted] and [redacted] ) that were slated to expire on 11/1/I provided a credit card and was told both plans were processed and charged $per computer for an additional yearRef # for 1st call: [redacted] Called again on 11/9/ We realized our company credit card was only charged to renew plan ( [redacted] ), but NOT [redacted] The Rep indicated that the agent processing the original request on 10/made a mistake, and only the plan ending in [redacted] was chargedThe new Rep said they would send this to the "back office" and the plan [redacted] should be processed/charged in -business days Ref # for 2nd call: [redacted] Called again on 12/3/ After hearing nothing via phone or email in several weeks, I called againThe Rep indicated the issue was sent to the "back office" but that there was an error with the 2nd request as well, and they would re-submit to the "back office" and contact us in 7-business days to get payment via credit cardRef # for the 3rd call: [redacted] Called again on 12/14/ Again, after receiving nothing via email, I called againThe Rep confirmed the issue and indicated she was sending this again to the "back office" and escalating it as URGENT because they have to re-activate the account before the plan can be renewedThey indicated they would send an email to [redacted] @yahoo.com with further instruction in business daysNO EMAIL RESPONSE WAS EVER RECEIVED Ref # for the 4th call: [redacted] Called again on 1/4/ My assistant called on 1/4/and spoke to Michael S, then with Michael in billing, then with Evelyn (supervisor?) in billingAfter each of them read through the notes on the account, they acknowledged the mistake was theirsEvelyn agreed to advance this issue to the Renewal Specialist DepartmentThe Renewal Specialist Department was to send an email to me in 5-daysThe Ref # for the 5th call is [redacted] The bottom line is we have made over calls and spent collectively over HOURS of our time trying to resolve this; and each time we contacted Geek Squad they acknowledged the errors were theirs and said they would follow up to get a credit card payment They can either resolve their error(s) and renew the protection plan [redacted] for a full year (at our expense) or we will ensure that our company, and none of our consulting clients nationwide ever purchase another thing from Best Buy, HP or Geek Squad Final Business Response / [redacted] (4000, 9, 2016/02/03) */ Hello Revdex.com, We are following up on our previous response to Sara Matthews Revdex.com case Best Buy is unable to accommodate the customer's request as we outlined in our previous response the GSP has since expired and no longer able to be renewed Best Buy feels that this has been addressed appropriately and will not take further action on this issue Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello,We have reached out to the customer via telephone to explain the order has been delayed due to inventory restraintsExplained that the product has a new expected availability date of November 10th, Also advised the customer to watch his email for updates and notificationsExplained that the payment for the order has been authorized by his credit card, but Best Buy has not secured payment and will not secure payment until the product is made available for pick up.Customer requested email confirmation of our conversation, and how he can cancel the order if he needs to.Best Buy considers this matter resolved.Best Regards,Anthony W

I am rejecting this response because: The Killeen manager cannot send out a repair team to remove the pedestal and balance the washing machine as the pedestal was removed from the washer months ago when Best Buy refused to send anyone to fix it at that time.The manager contacted my daughter yesterday and asked to speak to meI am in AfghanistanI do not have access to a phone to speak with her during store hours.she may call my daughter again and make arrangements with her to pick up the washer and dryer and refund my money as previously stated

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the iPhone purchase and price match request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations Sometimes customers aren’t able to purchase phones at other locations because their desired plan or carrier makes them ineligibleThat’s not the case at Best Buy, as our prices reflect the fact that no matter their desired plan or carrier, or whether a customer is on a business or personal plan, they are able to get a phone the way they want at Best BuyFlexibility has a cost, but it’s something our customers have told us they wantWe have contacted [redacted] and provided a gift card as a customer service gesture of goodwill for resolution on Mr [redacted] concernsThank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, [redacted] received the washer and dryer for $each as he requestedThis matter should be resolved Thank you, Dan S

Dear Revdex.com, Thank you for forwarding Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused for the customer Could you please have the customer provide photos of the alleged cracks/display issues on the screen? Sincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Dear Revdex.com, Thank you for bringing Mr [redacted] concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The warranty on products is offered by the manufacturer of the item, and they are responsible for providing service under the manufacturer's warrantyThe customer would have to contact Frigidaire for assistance on the issueBest Buy will not be providing a return or exchange without a return authorization, or RA, from the manufacturer Regards, Kathryn S Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business response is what we expectedIt is unacceptable that they sell products with no ability to provide or find service for their customers should issues occurAfter three weeks without a refrigerator service is scheduled for this coming FridayShould Frigidaire say replace/exchange I will ask that the item not come from best buyOver the past twenty years I have spent several thousand dollars with this storeI will not purchase another product there and will advise all others not to as well, if they will need service beyond the purchase

Dear [redacted] , Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate HeadquartersI am very sorry that you were unable to purchase the Amazon Firestick and apologize for the inconvenience and frustration that this may have caused you Unfortunately I have been unable to verify the price for the Amazon Fire Stick at $and cannot discuss purchases made by other individualsTherefore I regret that I would be unable to provide the item at that price without additional price verification Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

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 meThank you very much