Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing this matter to our attention We have been unable to locate any of the purchase or coverage information based on the demographic information that has been providedIn order to provide a response to this complaint, the customer will need to provide more specific purchase and Geek Squad Protection (GSP) coverage information We need the Customer Service PIN from the original purchase or the GSP numberThank you,Dave M

Dear Revdex.com, We have requested the $e-gift card be emailed to Mr [redacted] and he should receive in within the next hours Thank you

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressedWe have verified that return labels have been supplied to the customer in order for them to return the units they receivedUpon receiving the return items at our warehouse, an appropriate refund will be generated This process can typically take 7-business days (shipping time and refund posting to customer account).We apologize for any inconvenience this may have caused the customerIf the customer choses to place a new order for the laptop in question, Best Buy will adjust the price to the original amount paid (retail price $plus applicable sales tax) as a gesture due to the previous issuesThe customer can get this price adjusted once the order is invoiced by referencing cases [redacted] or [redacted] .Best Buy has followed our return process, as stated on BestBuy.com, and will continue to assist the customer through this unfortunate scenario.Thanks,

I am rejecting this response because: I have no idea, what transaction was sent to them They did not even bother to call me to make sure they are getting accurate and clear information Provide clarification on what transaction was sent to you because I don't have a rewards account so how could they possibly know which transaction to send?

Dear BBB,Thank you for bringing this matter to our attention. We have reviewed the purchase the customer made and the pricing for this item in the last 30 days. The retail price for the device has not changed in the last 30 days and has always been $969.99. If the customer has... captured a screenshot with a different price, that is an error. In the conditions of use on bestbuy.com, we explicitly state, "We try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Propert content is accurate, reliable, current, or error-free." The full conditions of use can be reviewed here: http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ We apologize if there was confusion for the customer, but we will not be able to provide the desired resolution. Best Buy considers the matter closed.Thank you,David M.

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize that there were errors on our website Please see the Conditions of Use on BestBuy.com under Errors on Our site as copied belowPer these conditions, Best Buy will not honor the customer's request ------------------------ We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Site 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 http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ ------------------------ Best Buy now considers this case closed and will take no further action Best Regards, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Source: http://www.answers.com/Q/Does_California_have_a_Bait_and_switch_law California has a bait and switch lawIt is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-It States: "It is unlawful for any person, firm, corporation or association, or any employee thereof with intent directly or indirectly to dispose of real or personal property or to perform services, professional or otherwise, or anything of any nature whatsoever or to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state, or to make or disseminate or cause to be made or disseminated from this state before the public in any state, in any newspaper or other publication, or any advertising device, or by public outcry or proclamation, or in any other manner or means whatever, including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading, or for any person, firm, or corporation to so make or disseminate or cause to be so made or disseminated any such statement as part of a plan or scheme with the intent not to sell that personal property or those services, professional or otherwise, so advertised at the price stated therein, or as so advertisedAny violation of the provisions of this section is a misdemeanor punishable by imprisonment in the county jail not exceeding six months, or by a fine not exceeding two thousand five hundred dollars ($2,500), or by both that imprisonment and fine." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&file...⇄ Source: http://www.ecfr.gov/cgi-bin/text-idx?SID=f7a6aebd2fed3534607fd3ee6f1fc8eb&mc=tru...⇄ e-CFR data is current as of December 4, Title Chapter I Subchapter B Part § Browse Previous Browse Next Title 16: Commercial Practices PART 239--GUIDES FOR THE ADVERTISING OF WARRANTIES AND GUARANTEES §Disclosures in warranty or guarantee advertising (a) If an advertisement mentions a warranty or guarantee that is offered on the advertised product, the advertisement should disclose, with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage Relevant portions of the above: The seller's web site mentions the warranty and terms on the appliance in question, but it does not disclose, "with such clarity and prominence as will be noticed and understood by prospective purchasers, that prior to sale, at the place where the product is sold, prospective purchasers can see the written warranty or guarantee for complete details of the warranty coverage," as required by CFR Title 16, Chapter 1, Subchapter B, Part 239, Section In addition, California has a bait and switch lawIt is part of the law BUSINESS AND PROFESSIONS CODE SECTION 17500-It States: "It is unlawful for any corporation to induce the public to enter into any obligation relating thereto, to make or disseminate or cause to be made or disseminated before the public in this state ..., in any advertising device, ..., including over the Internet, any statement, concerning that real or personal property or those services, professional or otherwise, or concerning any circumstance or matter of fact connected with the proposed performance or disposition thereof, which is untrue or misleading, and which is known, or which by the exercise of reasonable care should be known, to be untrue or misleading ...." http://www.leginfo.ca.gov/cgi-bin/displaycode?section=bpc&group=17001-18000&file...⇄ By this law, the seller was required to exercise reasonable care in determining that the advertised warranty terms were untrueReasonable care would have involved verifying the material that CFR 16.1.Brequires the seller to inform the public ofIn this case, Best Buy did not do thisYes, as they point out, their web site claims they are not responsible for errors, but this does not exempt them from either of the laws mentioned above Final Business Response / [redacted] (4000, 9, 2015/12/08) */ Dear Revdex.com, Best Buy feels that we have fully addressed the customer's concerns in our previous response and we maintain our position Thank you,

Dear RevDex.com (BBB): Thank you for bringing [redacted] ’s concern regarding the online order refund and Gamer’s Club discount to our attention. Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their... expectations. Online order BBY01- [redacted] was refunded to their Pay Pal account on 12/27/2017 by My Best Buy Support member Cheryl when Mr. [redacted] called for assistance (case # [redacted] ). Mr. [redacted] connected with My Best Buy Support member Amanda on 11/29/2017 and provided a new Gamers Club membership tied their membership account on 11/15/2017 and confirmed Gamers Club was active and working for discounts on games per the Terms & Conditions (T&C) of the membership account and informed them for a $13 discount they did not receive, to revisit the store. This was documented in our corporate case # [redacted] . We confirmed today the Gamers Club membership is active, tied to their My Best Buy membership account # [redacted] ) and discounting purchase or receiving the discount when placing online orders. For the $15 they did not receive back from the online order for the refund (My Best Buy certificate used on the purchase (BBY01- [redacted] ) and the $13 price adjustment brought to Mr. [redacted] ’s support case (# [redacted] ), we have added 1400 points to their membership account today (equivalent to the $15 and $13 above in certificates) and will be visible in their account in approximately 24 hours. Thank you again for making Best Buy aware of this situation. Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus ___________________

Dear Revdex.com,Our TRE monitors should not flag services such as warranty exchangesCan we please have our customer provide the TRE Denial message that is printed from our registersIt is a series of number followed by "-BBY"Regards,Ash

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all we are very sorry to hear of the setbacks endured by the customer when dealing with this Unfortunately, occasionally items are no longer available even if the order has gone through and chargedIf that happens, as it was in this case, customers are refunded in their entiretyWhile regrettable, we are not able to honor previous prices due to errors that may occur as per our Conditions of UseWe apologize for any frustration this may cause, as we realize this may not be the answer the customer was hoping forHowever, if there are any further questions or questions, please don't hesitate to review our Conditions of UseBelow is where you can find more informationhttp://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat20440...⇄ you

I am rejecting this response because: I have not received any missed calls from best buyI can best be reached by calling ###-###-#### I do not have the plan information as it was never provided meAll I ever had to provide every time I called was the phone number on file which is ###-###-####Further update I was told I the refund was escliated and that I would hear in a few daysI has been weeks still no response

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 meThe resolution is the original request made to the business, originally rejected by the business, and now acceptedI appreciate the time of both the business and the Revdex.com for helping resolve the issue

Dear Revdex.com - We have escalated the customer's concerns to our Delivery Appliance Customer Care team for handling A case manager should be in touch with the customer within the next hours.Regards, Amy C

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is BELOW-satisfactory to meI believe $ [redacted] in rewards is a small amount for the trouble it took to get reimbursed for a purchase that I returned Several months, calls, to get my money back Very disappointed!

Dear Revdex.com, Thank you for contacting us regarding this matter On May 16, the customer purchased cell phones and corresponding Geek Squad Protections for accidental damage from handling for each line Beginning in June of 2015, the customer has been charged $plus tax for each GSP for each phone Information regarding the GSP’s and charges can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat [redacted] 014.c?id=pcmcat [redacted] The terms and conditions of the Geek Squad Protection can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat [redacted] 014.c?id=pcmcat [redacted] The terms and conditions of the plan cannot be altered verbally by an employee of Best Buy GSP’s are optional coverages Per the terms and conditions of the Geek Squad Protection plans there is no fee for cancelling protection To cancel a GSP the customer has multiple options Cancellation by the CustomerThere are no fees to cancel this planYou may cancel this Plan at any time, for any reason, at a store, by calling 1-800-GEEKSQUAD (###-###-####), or by sending a notice of cancellation to usIf you cancel your One-Time-Pay Plan within days of your Plan’s purchase, you will receive a full refund of the price paid for the Plan, less the value of any service provided to you under this PlanIf you cancel your One-Time-Pay Plan more than days after your purchase of the Plan, you will receive a pro rata refund of the price you paid for the Plan based on the percentage of the Plan’s unexpired term, less the cost of any service providedIf you have purchased a Term Plan Paid on a Monthly Basis or a Continuous Monthly Plan and you cancel your Plan, you will be covered for any period of time for which you paid in advance, and your Plan will be cancelled on midnight on the last day of the month for which the last monthly payment was paidFor the Term Plan Paid on a Monthly Basis and the Continuous Monthly Plan, it may take up to days for the cancellation to be reflected on your credit card statementMail cancellation requests along with this document and all original receipts to: AWG / GSP Plans ATTN: Cancellations [redacted] Minneapolis, MN 55440-Upon early cancellation, Best Buy will have no further obligation to provide services under the Plan, and you will have no further obligation to make monthly payments for the PlanFor a customer that gets billed monthly after the last charge is processed, protection will extend to the last day of that coverage period There will be no further charges, but previous charges cannot be refunded The customer consented to the terms and conditions at the time of purchase We consider this matter closedThank you, David M

I am rejecting this response because: The company advertises that it sells and installs car satellite radiosIt does not, at least in all the four stores within a forty-five minute drive of meThe company should cease advertising services it does not offer, it certainly should cease selling products it has no intention of installing

Dear Revdex.comThank you for bringing this concern to our attentionThe damaged washer was replaced and the customer received a check as an additional customer service gestureBest Buy feels we have fully addressed this concernThank youGail D.Best Buy

September 27, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as it is my understanding that the product in question has since been delivered 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 - We have forwarded the customer's complaint to the team that handles installation complaints They will be responding directly to the customerRegards, Amy

Dear Revdex.com,Thank you for giving us the opportunity to address this concernMr [redacted] is within the stated policy for returns and should return the product for a refund.Best Buy feels that we have fully addressed CUSTOMER concerns that were forwarded to your office in our previous response and we maintain our position Thank youGail D

I am rejecting this response because: As I stated in my original complaint, Best Buy should take responsibility as it didn't provide means to protect gift card customers which indirectly assisted scamsLet me say this again, Best Buy should take responsibility because of the following reasons: Failure to adequately protect consumers against gift card scams Failure to detect and stop suspicious activities Failure to provide channel to allow consumer to immediately report loss or stolen items And let me point out again that this kind of scams has happened before, and Best Buy didn't take any precautions to prevent such scamming activitiesThey should have upgraded the protection mechanisms for gift cards long ago but failed to do soI urge Best Buy to take responsibility and improve gift card protections and acknowledge their lack of action which has led to scams that resulted in loss for their customers