Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Best Buy has investigated this complaint and reached out to the customerBest Buy and the customer have reached an acceptable resolution and Best Buy considers this matter concludedIf there are any further concerns, please feel free to reach out to me directly at the contact information previously providedSincerely,Alex S

Dear Revdex.com, After evaluating the customer's account we have found that we are unable to upgrade his statusShould any new information present itself, please let us knowThank you again for bringing this matter to our attentionThanks!Cassie E Exec Res Sr

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Dear BBB, Thank you for bringing this to our attention. To ensure we remain competitive with both retail stores and online business, Best Buy has chosen to match prices with both retail and online competitors, including Amazon.com, if they... are offering a lower price at the time you make your purchase. We also will price match Best Buy stores and BestBuy.com within 15 days of your purchase to make sure you get the best possible price. At this point the return period has exhausted and we are not able to do the price match or allow a return for a later purchase. Below is the link to the return and exchange / price match policy. http://www.bestbuy.com/site/payment-pricing/price-match-guarantee/pcmcat29730005...⇄ Thank you,

Dear Revdex.com,We have been unable to contact the customer via E-Mail or TelephoneOur records do indicate that the store has replaced the computer.Sincerely,John S

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 customer A product must meet multiple criteria to be eligible for a price match under our Price Match GuaranteeOne of the criteria is that the retailer be a local competitorBest Buy considers a local competitor for in store purchases to be a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) of the local Best Buy storeA local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25-mile radius) as either the billing address or the shipping address on record for the purchase Adorama does have a physical store, which is located at [redacted] New York, NY Based on the address the customer provided to the Revdex.com, his address is more than miles from Adorama’s storeTherefore, Adorama would not be considered a local competitor in this caseAdditionally, Best Buy’s listing for the camera in question currently includes a free itemThis is considered a bundle, and our Price Match Guarantee does not cover bundle offers Full details of our Price Match Guarantee can be found at the following link: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ Best Buy respectfully declines the customer’s request for a price match with Adorama, and considers the matter closed Regards, Kathryn S

Dear Revdex.com, We have settled this claim directly with Mrs [redacted] for the amount of her property damage and have received an executed release for this amount from the customer Best Buy considers this matter resolvedThank youLarry S

Dear Revdex.com, Thank you for bringing this to our attentionDue to a delay in shipping, select ship to home pre-order customers did not receive their iPhone on launch day, today (Sept16) Impacted customers received notification via email with an updated availability date and a make good offer of a $discount codeThe $discount code was emailed directly to impacted customers Thank you, Dean [redacted] Executive Resolution Specialist ###-###-####

November 30, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Mrs [redacted] as in our previous correspondence sent to your offices on November 11, 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

I am rejecting this response because: Then why did 3-other CSR kept saying $tax was correct on a $product? That is blatant fraud, collecting tax dollar over the legal 6% in KYBusiness cannot over collect taxes, I would like to see you report that extra $to IRS.As for credit, where is it?

I am rejecting this response because:This has been a HUGE inconvenience Although they have charged me $that I DID NOT have, they also sent me a shell of a phone with NO BATTERY, SIM CARD, OR CHARGERForcing me to use all the items from the old phone in which the NEW phone they sent did NOT work and was doing the same thing the OLD phone was doing Not to mention, Sprint also told me that if there was NO Damage to the phone I should have NOT been charged for a replacement because it was NO fault of mine Honestly after all of this I should get a refund just for the INCONVENIENCE

Dear Revdex.com,Thank you for passing along the customers feedback regarding their experience with their purchase and requested price match However, Best Buy maintains it's position regarding our price match policy and our decision to decline a price match since it was not made at an eligible retailer Nevertheless, we thank the customer for their feedback regarding their experience and their concerns regarding our policy.Sincerely,Best Buy

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.I have received the corrected refundI hope this record remains public to document this issueIt is not the first time I have had this issue with Best Buy and I know many others have had similar issues with BBA surprisingly large number of customer representatives do not understand that the Gamers Club is a paid membershipMany reps think it is some kind of couponThis program has been going on for a few years nowIt is inexcusable that BB employees still do not understand what this program is.In addition, employees seem incapable of understanding when a refund has been issuedI have received messages from Rod and Geri that claimed the second refund had been corrected when it had notIt is unclear how these people could be so mistakenThis is also not the first time I have had this issue with reps.While I accept the resolution, I question whether these employees truly have been informed of their errorsSimilar promises have been made to me in the past by BB supervisors and I still come across employees that misquote BB policies or make egregious mistakes like claiming a refund has been processed (when it hasn't)It would go a long way to assure me that some action has taken place if the employees who "handled" this case were to reply to this thread and acknowledge their mistakes and state that they have been informed of the correct policiesSuch an action would restore my confidence in BB's customer service

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 have received refundThanks

Dear Revdex.com, Thank you for bringing this matter to our attentionThe Best Buy return policy for video games (as found at www.BestBuy.com) states that opened video games cannot be returned for a full refund, only an exchange for an identical itemWe would advise the that the customer visit their local store within their days return window, as printed on the purchase receipt, and exchange the game for an identical oneIt is at the manager's discretion as whether or not to allow for an exception and refund to a store creditBest Buy will not be offering a refund on the game as it is against our return policy and the customer has been provided the return policy informationThanks,

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the cancelled online order to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and for any lapse in professionalism or courtesy displayed by our employees “Bait and switch” is defined as a method of consumer deception practiced by retailers which involves advertising in such an attractive way as to bring the customer in, followed by disparagement of the advertised product so as to cause the customer to switch to a more expensive productBest Buy does not use the “bait and switch” tactic as a way to get customers to our stores In addition, when customers use our online website, they agree to the “Conditions of Use” and states the following concerning item availability and cancelled orders: 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 http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ We only offer this for clarificationThe item or SKU #was not available and the online order was subsequently cancelledHowever, the item is in stock, available online only and can be shipped to home or shipped to a local Best Buy store for pick up Mr [redacted] can order the item today (11/29/2016) and have it available for pick up on 12/08/at our Visalia store (#***); again if ordered today as per our website when selecting in store pick up Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/01/Best Buy has contacted the customer and advised her that the deals from Black Friday and Cyber Monday were both limited quantities and were not eligible for a raincheck or substitution as detailed in both our online ad and print adNevertheless, please forward any additional concerns to our office and we will respond accordingly.Sincerely,Best Buy

07/14/To whom it may concern, After reaching out to this customer Best Buy feels we have fully addressed this customer's concerns Credit has been issued to the amount disputed in regards to the promotion in question Nevertheless, please feel free to contact us again should any additional issues arise

June 13, To Whom It May Concern: Best Buy feels that we have fully addressed MrS [redacted] concerns in the previous correspondence forwarded to your office as the services have been performed under the terms of the service Plan and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Tell us why here

Dear Revdex.com, Thank you for bringing Ms [redacted] ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer I spoke with Ms [redacted] today, and addressed the issues she encountered in one of our storesWe will be sending a gift card to the address provided to the Revdex.com as a goodwill gesturePlease allow 10-business days for it to arrive Best Buy considers the matter closed Regards, Kathryn S

Initial Business Response / [redacted] (1000, 11, 2015/10/13) */ Dear Revdex.com, Thank you for bringing this matter to our attentionAfter researching the customer's purchase history, the initial phone purchased by the customer was not an unlocked phone Additionally, due to the fact that this was nearly two years ago, we are unable to validate the claims that this customer was told this was an unlocked phone Best Buy offers a day return and exchange policy on all of our phonesWe will be unable to offer a return or an exchange on her phone at this time After reviewing the receipt information for both the original sale and the exchange, a T-Mobile locked phone was attached to each saleThe trade in value that was offered by the general manager is determined by the condition of the phone, amongst other factorsFor additional information on trade-ins, please visit the link below http://www.bestbuy.com/site/payment-pricing/trade-in-recycling/pcmcat20440005001...⇄ I am sincerely sorry for any disappointment this causes the customer Best regards, Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint needs to go to the CEO of the companyThe person that wrote the response never checked with their superior to see what can be doneTheir sales associate, Maite', who sold me the phone, told me it was unlockedOnly recently, after wanting to change carriers, did I find out it was lockedAll this time I had the phone I thought it was unlocked, how would I know any differenceI believed that Best Buy was an honest company, especially since I was using my Best Buy credit cardThis is not the answer I will accept