Best Buy Stores, LP – US Headquarters

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Dear, Thank you for brining this matter to our attentionFirst of all we are very sorry to hear of the setbacks endured by the customer when dealing with this Upon reviewing, we have verified that a $gift is being sent to the customer as promisedThis she should receive within the next to weeksAs for the laptop refund, this was also processed today and she should be refunded within the next few business days Best Buy feels that we have fully addressed nevertheless, please forward any additional concerns to our office and we will respond accordingly.Thank you

Posted by Reporter4120078,

Dear, Thank you for bringing Ms [redacted] ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the customer’s account, she sent us a letter in March 2016, detailing an issue with a different DVD she purchasedA return letter was sent to her in April outlining our return and exchange policy for opened media which can only be exchanged for the same item and cannot be returned for a refundA gift card was also sent to the customer which was mailed separate from the letter Best Buy is unable to accommodate the customer’s request of a return for a refundPlease reference our Return and Exchange Promise at the following URL… reference the Special Considerations section, specifically Software, Movies, Music and Games Regards, Kathryn S

Posted by Reporter4187910,

I am rejecting this response because:This is not what happened I have provided my bank statement as it came out of my bank account hooked up to paypal Best buy tried to withdraw money several times after the initial payment those were declined as paypal recognized that I had already paid I spoke to all the best buy paypal tema members as well as paypal and my bank This is not a charge that is pending, it is an actual charge I was told their was a glitch in the system on black Friday which may of caused this error However best buy already recieved their money twice for items I didnt recieve I would like my items sent to me

Posted by Reporter3982425,

Dear BBB, Thank you for bringing this to our attention. We are very sorry for the confusion this situation created. Our records indicate that all of the items were re-shipped to Ms. [redacted] and were delivered. This matter should be resolved. However, please let us know if there is… anything else we can do to assist. Sincerely, Dan S. Best Buy

Posted by Reporter4049901,

I am rejecting this response because:The secondary warranty company offered to let us send the phone in for them to inspect it They informed me, they are not able to repair the phone if it is a manufacturers defect They also do not have the same phone available as a replacement They can only offer what they feel is a comparable replacement, but would not confirm if it would be a newer model or not Again, if the phone was actually a new phone, as I was told it was by Best Buy representatives before I purchased it, this would not be an issue The phone was sold as a new unlocked phone, but well over a year old when we purchased it, and is now more than years old

Posted by Reporter4083951,

Dear Thank you for sending this one for reviewI know how disappointing these circumstances are for everyone, namely the client Product availability can change very quickly, making it somewhat unpredictable at timesI see a return order completed and refunds were processed for the entire orderI am not aware of an instance of a client being able to reclaim a hauled away item, as they are distributed to third party recycling partnersAt any rate, the customer’s order is resolved and refunded

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Posted by Reporter4082196,

Initial Business Response / [redacted] (1000, 9, 2015/08/18) */ August 18, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ‘s concerns that were forwarded to your office as we were able to get the product transferred and deliveredNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I took over a month however the product arrived that’s to Terrance from corporate office

Posted by Reporter4150614, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meNow that best buy is aware that I reported them they refunded to my accountas you can see above they owe me not 239.99…and even paypal is messaging me to let me know they did not pay back the full amount to the broken computer they sent meand after all the run around for a month, of being lied to, hung up on, screamed at it continued up till today when they finally gave the refundcus I told them I reported them to you guysnot only that they were going to extend 3-business day refund to weeks….and when I just called them to ask where the other something dollars was they said they dont know…so now there ripping me off with my money? after getting there already messed up product back, I will never ever buy from here againand I want the other dollars returned to methere is no reason for them to be keeping my money from me like this

Posted by Reporter3975996,

Initial Business Response / [redacted] (1000, 10, 2015/06/24) */ Thank you for bringing this to our attentionOur return policy as posted on and in our stores states that opened software can only be exchanged for the exact same itemBest Buy considers removal of the wrap the same as opening the item, and we will not be able to accommodate the customer’s request to exchange the product for a different itemWe apologize for any frustration this may cause

Posted by Reporter4062918,

Dear, Thank you for forwarding Mr [redacted] ‘s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We have found that the customer was refunded the amount in question on the June 8, and it was sent on the 10thThe funds can sometimes take over business days to appear back onto the customer’s account, but he should be seeing it soon, if not alreadyBest Buy considers this matter closedSincerely,Kelsey F

Posted by Reporter4172291,

I am rejecting this response because: Nothing has been resolved! No one has a clear answer while I just continue to get transferred to agent after agentRegards, [redacted]

Posted by Reporter4179471, I have reviewed the response made by the business in reference to complaint ID [redacted] , please ask them to overnight the gift card as it has now been months since my son has had a fully functioning phone Also, I would still like a response, from the Corporate office, in regards to the reimbursement of our Verizon Wireless and Geek Squad payments for the past months If they provided you with a contact name and phone number please pass it on to me or advise them that I would like a phone call from them I never asked for the gift card to be emailed; the Geek Squad informed me that it was being emailed I didn’t care how it got to us, just that it did but at this point they have dragged their feet for so long, the least they can do is now put a rush on it and send it overnight

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Posted by Reporter4123501,

Dear and ***,Thank you for brining this concern to our attentionAs advised in my email contact, open box items are not items that we price matchBecause of the expectation that a refund of $would be done as a one time exception I have honored that price match with a $ refund to the card used for the purchase.Please let us know if there is anything else we can assist with.Thank you,Best Buy

Posted by Reporter4180576,

Dear (BBB): Thank you for bringing [redacted] ***’s concern regarding the cancelled online order to our attention. Ms. ***’s online order was placed on Thanksgiving Day for the Sony PlayStation 4 for the Black Friday/Thanksgiving day promotion. Items were limited… for the pricing and noted on our website and weekly advertisement. In addition, under Conditions of Use posted on our website it states the following: Order Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we’ve already charged you for, we’ll refund you the full amount of the canceled portion of the order.… We only offer this for clarification. Based on quantity limits we placed on the holiday items and the Conditions of Use above, we would be unable to accommodate Ms. ***’s purchase request for the previous pricing. Thank you again for making Best Buy aware of this situation. Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Posted by Reporter4030134,

I am rejecting this response because:I contacted [redacted] again and confirmed with them the TV’s are the exact same other than the model being specific to the store they are sold at If the case that Best Buy is making is they won’t accept that reasoning, then they are lying about their price matching policy as no TV’s will have the same model numbers, unless purchased online I have attached the chat with the [redacted] representative regarding this issue In regards to not know the price matching policy, on the Best Buy website itself it states that Warehouse prices are matched This is taken directly from the BestBuy website Does Best Buy match the prices of a Warehouse club?YesWe do match the prices of Warehouse clubs as long as the Warehouse club is a local retail competitor, has an identical immediately available product and all other price match criteria are metThis is located at… again am requesting the $difference, in gift card form As an Elite member, I expect Best Buy to uphold their end on purchasesThank you, [redacted]

Posted by Reporter4099562,

Initial Business Response / [redacted] (1000, 10, 2015/11/12) */ Dear ***, Thank you for contacting Best Buy through the office of the regarding the open box purchase of the [redacted] inch televisionMy 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 companyWe have two options: I can give you a credit towards another television with the dollar amount that you purchased the open box for and any cost above that you would be responsible for or I can refund you back in the form of a check to be mailed to youPlease let me know how you would like to move forward ***, 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] Sincerely, Tyrus [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After several phone calls to the store and customer service, I was able to get the issue resolvePer Tanya from corporate she was reached out to one of the managers at the store and they agreed to give an exchangeAlthough, I am satisfied with the resolution I given it took several calls, being bounce back and forth from the store and customer service and finally found someone that took the time to handle my orderI am very disappointed from the very beginning of the purchaseThe salesman Chris was very rude as he insisted that I purchased the warranty protection on the TV and after several attempts and I nicely informed me that I would have to think about it since I had days to make a decisionThe sales associate made a remark that I thought it was very rude since he implied that I would be sorry for not purcharsing the protectionSecondly, I was promised that with the purchase of the TV I would get a wireless keyboard in which I didn’t getThirdly, the day I went back to the store on Sunday and the manner this so called manager Carlos mistreated me as a customer and threaten to call the cops because I asked to speak to his superiorHis comments were uncalled for and he showed no sympathy to my frustration and lacked customer service skillsHe lied about being the only manager at the store and that he didn’t have a manager over himBy far this is the worst experience of my lifeNever shopping at Best Buy!!!

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Posted by Reporter4012293,

Dear,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationWhile we apologize for his poor service experience, we will allow him to return his phone with us, as long as he is able to provide with the necessary information to our store staffNevertheless, please forward any new information and we will respond accordingly.Best, Cassie EExec Res Sr

Posted by Reporter4022616,

Dear… BBB, According to the delivery/installation team, Mr. [redacted] is scheduled to have the dishwasher delivered today (2/23/17) between a 12PM-4PM time frame. The range is currently at the store and available for pick up. The team will be contacting Mr. [redacted] for delivery verification later in the day after time frame given. Thank you.

Posted by Reporter4048985,

August 3, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as one of our corporate team members is assisting the customer with regarding to the ordering system issues in question We are currently working towards a resolution with the customer 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

Posted by Reporter3980348,

Dear, Mr [redacted] will need to contact [redacted] directly in order to obtain the correct recovery mediaUnfortunately, they will not provide us with the receovery media as we are not the owners of the product Thank you, Dan SBest Buy

Posted by Reporter4122732,

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