Best Buy Stores, LP - US Headquarters

I am rejecting this response because: The reply from business indicates they are working to resolve the issue please see the message below, I am still waiting for them to resolve this issue.Thank you for speaking with me over the phone todayI will be following up with you directly with more information as soon as I am able toSincerely, Kelsey FExecutive Resolution Specialist Best Buy Co., IncKelsey FExecutive Resolution Specialist Best Buy Co., Inc.Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

I am rejecting this response because:On 1/8/we originally went to the Best Buy store at SWadsworth Blvd where we bought the software In talking with the store manager he stated that it could not be returned because it was SoftwareIn talking to him further he stated that we could call 1-800-BestBuy discuss with them and they would okay the return or he would just give us store credit for he item We asked him why he would not just give out money back if he was going to give store credit and he stated that he couldn't He never mentioned that this was a non refundable Software After this visit we immediately called 1-800-BestBuy, the associate we spoke to pulled up our receipt and stated there should not be any issue returning this item as it is Software and can be returned She directed us to the Return Policy where she pointed out that as long as it was not opened then it can be returned This associate double checked with her supervisor who stated the same thing Their advice to us was to just try a different store.We went to the store at [redacted] This store manager started to make the return and then stated that he could not When asked why, he said the system would not let him return the item When asked about the return policy he stated to us that he has seen the policy and that because it was not opened he should be able to return it, but that the system would not let him This is the store manager who inappropriately spoke to my year old daughter and I would like that complaint addressed as well We called back 1-800-BestBuy and again the associate stated that the store can return the item, but if they choose not to then they can make that choice Not one person in this entire process stated that this was a non-refundable item and several of them pointed out the Return Policy in which it states that Software can be returned as long as it is not opened Because we were told by several people that we can refund this item, we would like our money refunded If this is truly a nonrefundable item, then why did multiple people tell us we could return it? We spent half a day running around to different stores and on the phone due to employees apparently not knowing what they are talking about In talking to Adobe directly, they stated that we should have received an email with a code to activate the software This email and code was never received and Adobe explained that the Software could no be activated without that So at this point we would not be able to use the Software even if we wanted to because Adobe explained it was probably never activated correctly by Best Buy Please refund our $back!!

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 will wait to days to get the refund card, with the track record they have I will be amazed if I get a gift card from them

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution team for proper review.We sincerely apologize for any frustration and inconvenience experienced by our customer, and we appreciate the opportunity to assist in providing resolutionAt this time, our records indicate that the units have been picked up from our customers house and the refunds have been processedIf they are not already, the credit should be visible within 3-business days.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

When I located the charges on my account I called into the customer service and they were unable to locate me under my name, addy, or phone numberWhen I gave them my card# they immediately found it under the name Judith L [redacted] They informed me that my card was being used FOR HER iphone / applecare that was paid for by her and picked up by meRead your own receipt and understand that the first phone is a AT&T iphone 6s GOLD, then an Applecare+ monthly charge FOR THAT PHONENext you'll see my phone (which I paid for at the store) At&T Iphone 6s 64GB Space GrayThe applecare is clearly inline with her iphone Again this is roughly $that you as a billion dollar company are fighting me over when clearly it was a simple mistake by a team memberAnd to put it in perspective this last weekend my family and I went to your store on Williams Field and the with the intention of buying a $laptop, but because of this I just couldn't justify giving your company anymore money, as I simply can't trust you to do the right thing when issues come up

I am rejecting this response because:I purchased webroot protection and installed it The problem began with Windows update, via Internet , nothing that I did to the machine This is nothing more than Best Buy trying to get people to buy more coverage for something that shouldn't be needed in the first place All I ask is that the machine that I purchased at their recommendation, work as advertised and that Best Buy stop trying to get out of their responsibility to stand behind products that they sell

The purchase you refer to was a birthday gift to a teenage child, and if you match the serial number of that product to the defective pair your company sold me, you'd see that they clearly don't matchWhether or not this was an intended act, this is fraud and I will not stand for itIt's obvious from this apathetic response that Best Buy is not willing to resolve this matterSo, I intend to file a formal complaint with the State of Florida, Division of Consumer ProtectionI will also be posting this experience all over social media, stating that Best Buy sold a defective item to a disabled combat veteran and refused to take it back with a receiptI am also sending a formal letter to the Office of Consumer Affairs for the United States Military, detailing this matter, providing the ridiculous response by this company and urging them to warn military service members not to conduct business with this companyI have contested the charge on my credit card.Consider taking responsibility for your actions, provide additional store security, whatever, to ensure that the products you purchase have some protection from people coming into your stores and switching them outYou probably have an employee in that store who is running some sort of scamConsider investigating

Initial Business Response / [redacted] (1000, 6, 2015/08/11) */ Dear Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with a Best Buy Co., IncstoreMy name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about this issue 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 companyI would like to take this time to explain our price match policy when it comes to products on AmazonWe most certainly price match any of our competitors however in the case of Amazon the product must be sold and shipped through Amazon and not a third partyThat does not excuse the deplorable behavior that you have explained and if you could reply to my email and let me know which store you called I assure you that your concerns will be addressed Mr [redacted] , I apologize for your experience, as we value your business and to show that we do I will be happy to honor the price match for you by either reimbursing you the amount spent or placing and order for you at a discounted pricePlease let me know what you would like to do Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry, I meant to put in $100.00, not $But, I still have not received anything from Best Buy as of yet and it has been weeksI have made inquiries about when these things should arrive and I have gotten no responseEven in their response to the Revdex.com, it is not stated as to when I will receive these items and I would like to know whenToday? Next Week? a month from now or what? I have received no information from Best Buy in days Final Business Response / [redacted] (4000, 20, 2015/09/17) */ I have requested the check for again and the gift card for is being processed at this momentPlease allow up to days to receive in the mail

Dear Revdex.com - We have reviewed the customer's orders and the notes from the primary support customer care associates that she spoke with We cannot see that any information was provided to the customer that she could receive a second watch free-of-charge The notes that are associated with the phone calls to our primary support agents state that the customer would need to work with the store to receive the refund for the watch she was charged for by returning it or by having the store modify the order We're sorry if there was a misunderstanding, however, the terms of the offer were not to pre-order a phone and receive two free Gear Fit watches The customer has been notified that she needs to return one of the watches to receive a refund of the $that she was charged when her credit card payment was declined on the initial pre-orderRegards, Amy

Initial Business Response / [redacted] (1000, 6, 2015/12/02) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with the rapid exchange process for mobile devicesMy name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about this issue 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 companyBest Buy focuses on customer service and customer retentionI will gladly send you a check for $to be mailed to: [redacted] Beltsville, MD Is that correct? ***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted]

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding online order #BBY01- [redacted] to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving [redacted] ’s complaint, we confirmed the [redacted] computer for online order # BBY01- [redacted] was returned on 01/12/for a refund As a customer courtesy and a better Best Buy experience, we will be sending a $Best Buy gift card from our corporate officeThe gift card should be received in approximately 7-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, I contacted Ms [redacted] and left a voicemail, I am currently partnering with leadership from the Kannapolis store to work towards a resolutionI was also made aware that a member of leadership from the store reached out to her to discuss this further Thank you, Dan SBest Buy Executive Resolution Team

Dear Revdex.com: Per the customer's own testimony via e-mail, the camera has since been locatedThank you!

I am rejecting this response because: I haven't received any updates in regards to my case and still waiting for a phone call or email regarding my refundThis has been a nightmare and I just want it to end

Dear Revdex.com,Spoke to Mr [redacted] this morning 2/15/ Offered the customer a Gift Card as resolution and apologizedfor the inconvenience and frustration Mr [redacted] accepted the offer Best Buy considers this matter resolvedThank you Larry S

Dear Mr. [redacted] , Thank you for reaching out regarding your concern. As we have been in direct contact with you, we have been in direct contact with you and informed you a conversation from 2014 is very hard for me reference when calling the store of purchase/ However the terms and... conditions do state, "Employees or agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing." The protection plan is activated and takes effect at time of purchase, in this instance, because we cover some things a manufacturers warranty does not Unfortunately, we are unable to alter any of our protection plans and the expiration dates so I am unable to issue a claim for a replacement. I have attached a copy of the terms and conditions for your reference.Thank you,Best Buy

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Dear***, Best Buy has activated on this issue and is diligently working to resolve We will be responding and reaching out to you with our findings Thank you for your utmost patience and understanding Kind regards, Best Buy

I am rejecting this response because: yes, I did contact the company directly They advised to contact the place of purchase Since the item should have lasted I would like to have a refund sent, or if it is easier I can do a replacement Thank you

Dear Revdex.com - We have reviewed the customer's concerns with the store the customer referenced in his complaint The Nintendo Switch consoles that the store was holding were being held until the following day as they were listed in our sales flyer and policy states that we must hold this product until the day that the sale starts The customer could have come back in the following day to make a purchase, however, we are unable to hold product for customers in situations such as this.The store may have units still available and has the customer information They will be reaching out to this Mr [redacted] if they are able to assist him with his desire to purchase this item.Regards, Amy C

I am rejecting this response because: While I appreciate the gift card, it doesn't amount to the full value of the original price match which is what several employees claim I should have receivedI'm incredibly disheartened by how this is being dealt withA Best Buy employee provided me with untruthful information, resulting in me being put at a disadvantage in this scenarioBest Buy prides itself on expert service, yet this is the polar opposite of anything within the realm of expert serviceI've been told, time and time again, that I would have qualified for a price match at the time I called on May 8thI don't feel as if I should be at a loss because of the mistakes of your employeesWhen a company makes a mistake, it should be their responsibility to fix it in its entiretyInstead, Best Buy is relying on the fact that I "accepted" the only option available to me, because all of their representatives have a $ [redacted] limit and nobody was authorized to approve of anything larger than this.To further my point, as stated in the original complaint, every representative I spoke to said they wish they were more equipped to deal with the situation entirelyIf they had the ability to provide a gift card or refund of more than $***, they would have and this entire scenario would have simply been avoidedBut because the amount disputed is over their limits, they were able to provide some assistance, but not enough to resolve this issue completely.I've since been refunded an additional $+ sales tax due to Best Buy's pricing being lowered from my original purchaseDue to this, the disputed amount is only an additional $(considering Best Buy is already providing me with a $ [redacted] gift card), which I'm more than willing to accept as a gift card if neccessary