Best Buy Stores, LP - US Headquarters

Dear Revdex.com,As stated in our previous response: The customer was charged a nonrefundable fee for not unlocking the find my Iphone featureThe contract states:If you fail to return the replaced product or part as instructed, return a replacement product or part that is ineligible for service, or do not unlock your device and turn off any device tracking feature or service, we will charge the credit card for the authorized amountWe are unable to refund the charge because the Iphone was returned to us locked and unusable.Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office in our previous response and we maintain our position Thank you,Gail D

Dear Revdex.com,Thank you for your partnership in bringing this matter to the attention of Best BuyThis case has been received and assigned to our Executive resolution team for proper review.At this time, our records show that an exchange was performed in one of our locations on 01/per our customers
requestWe do sincerely apologize for any inconvenience that was caused through this exchange process. At this time, Best Buy considers this case closed, however if new information needs to be presented we will react accordinglyBest regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com,We have had some issues with gift cards being purchased online and we are in the process of fixing thatI have refunded the customer back a total of $back onto his orderPlease allow 7-business days since we are having a delay in refunds due to the holidaysThe confirmation number
for this is ***I have called the customer to let him know I will be refunding his gift cards back he did not answer so I left a voicemail with my contact information. Thank you,Karla ***

Dear Mr***, Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have causedThe computer in question has had several "repairs" however only two of the repairs are qualified repairs towards the "No Lemon Benefit" of the planThe repairs that were
software related, covered by the Geek Squad Tech Support, and any repairs done due to accidental damage from handling (drop damage) do not qualify towards the "No Lemon Benefit"Per the terms and conditions, as found at www.geeksquad.com: "After two qualified service repairs concerning the same defect have been attempted or completed on an individual Covered product during your Plan and such Covered Product requires a third qualified repair, we will replace it in accordance with the replacement terms of Section above (the "No-Lemon Benefit"), and our obligations under this Plan will have been fulfilled in their entiretyWe reserve the right to determine whether a repair is a qualified repair"We have verified the most recent repairs were performed in accordance to our scope of work under the aforementioned plan and the customer has picked up, and signed for, the unit in questionBest Buy will not be approving an exception exchange or refund to store credit as the unit does not yet qualify for the “No Lemon Benefit” of the Geek Squad Protection PlanThanks, *** ** *** ***

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 are very sorry to hear about the described incidents and have partnered with proper management for internal investigationUnfortunately, as the mentioned speaker no longer is supplied by the vendor with a case, Best Buy does not have a way to obtain, and thus provide the case to fill our customers requestWe sincerely apologize for any frustration and inconvenience this may cause. Best regards,Shane M. Executive resolution specialistBest Buy Co INC

Dear Revdex.com, Thank you for bringing this to our attentionCan you please have Mr*** provide the screenshots mentioned in his complaint? It would greatly assist me in working towards a resolution for him. Sincerely, Dan S.Best Buy

Dear Revdex.com,Thank you for giving us the opportunity to address this concernMr*** said he had fraud on his credit cardSomeone other than him had made a purchase on his credit cardMr*** disputed the charge from Best Buy for this purchaseBest Buy refunded his moneyThe item was shipped to
his home and Mr*** said he returned it to the sender immediatelyBest Buy has not received the item backMr*** will need to work with the shipping company to locate the package and send it back to Best BuyUntil we receive the item back, *** * *** will continue to pursue the collection. Thank you,Gail D

Dear ***, 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 Headquarters. I am very sorry to hear about the problems you have experienced with the Stacker Kit for your washer/dryer
and I apologize for the inconvenience and frustration the matter has caused you. I am pleased to hear that the Stacker Kit was delivered and installed on Monday 11/7. I have also requested a $** Best Buy Gift Card be sent to you as a good will gesture for any inconvenience this may have caused you. The Gift Card will take to weeks to arrive and will be mailed in a plain white envelope for security purposes so pleasewatch for it in the mail. 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

Dear Mr***, Best Buy apologizes for the difficulties you endured attempting to place an order onlineWe are pleased that we were able to reach an amicable resolution to this matterPlease reach out to me in the future if there is any further assistance I can provideBest Buy considers
this matter concluded.Sincerely,Alex S

Dear Mr***,Thank you for contacting the Revdex.com with your concernYou have been contacted directly by a Best Buy representativeAs stated in the email, your reimbursement for food spoilage has been accepted and a check is being processed, in accordance with your Geek Squad Protection
Plan. Also, your refrigerator has been exchanged with a delivery date for 6/2/and the remainder on a store credit in accordance with your protection planWe will not be issuing any additional funds at this timesThank you,Best Buy

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the status of your refund checkMy name is Tyrus *** 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 have reached out to the store and they state they sent up an escalation to get the check issued to you and it looks like it was reissued on 08/20/We typically ask that the customer allow up to days receiving the check in the mailIf that window of time closes without the checking being received we can cancel and reissue the check again and have it overnighted
***, again I apologize for your experience, as we value your businessAs a customer service gesture to invite you to a better experience with Best Buy I have requested that a $*** Best Buy gift card be sent to youI know this does not change the delay and what has happened but it is merely a gesture to show you are appreciated
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.***@bestbuy.com
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept this responseI appreciate being heard, and that Best Buy is taking this matter seriously
Thank you

I am rejecting this response because: We are not talking about a purchase that was made earlier in the year. This was a purchase made in December 2016, and while I am aware of your policy, I should not have to accept faulty DVD's or anything faulty from Best Buy or any other store. I've purchased several DVD's from Best Buy in the past, but if I have a problem with the product, I will let you know and I expect for Best Buy to stand behind their products. You sold me a used DVD and you want to relate it to another return months ago instead of doing the right thing. The next step will be contacting an attorney, small claims court or whatever I need to do to make sure I receive my money back. It is unacceptable to sale a used DVD to a customer and then say sorry you're out of luck. I expect Best Buy to do the right thing

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionA member of our team has contacted Mr*** directly via phone and email. We have located the purchase with the order number you provided, thank you for thatThe information on the order is differnet from what was provided on
the Revdex.com inquiryCan you please confirm the name on the order? After reviewing the products in question (TV purchased and TV you originally wanted) we did confirm the model UN55KU6290FXZA is discontinued and no longer offered through Best Buy. Please refer to our Terms and Conditions located on Best Buy.comUnder the "Information on Our Site" tab please refer to the following.."We try to be as accurate as possible with the information we present on the Best Buy PropertiesWe will make reasonable efforts to accurately display the attributes of the products we sellWe do not warrant that product descriptions or other content is accurate, complete, or error free. Prices 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 order." You were correctly informed the order would not have processed with the modelThe television may have been available in another part of the country, which is why it was still listed as available on the website, or the inventory information may not have updated yetEither way we do apologize for any inconvenience this may have caused you.With this said, we do understand how frustrating a situation like this can be. We would like to offer you a gift card in the amount of $*** which can be used in store or onlineTo accept this final resolution please verify with the mailing address or email address you would like this sent toPlease note the gift card can take around 7-business days to arrive.Thank you,Best Buy

Dear Revdex.com,After reviewing the purchase, it appears that the customer is beyond our return/exchange periodAlso, the product is no longer carried by Best Buy thus an exception return would not be possible.Best Buy will not be able to accommodate the request for a return.Respectfully, Ash E

November 27,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as the repair in question is an open work order with ***’s Appliance with parts on order under the terms of the
customer’s Warrantech Service PlanNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing *** ***'s concern to our attention. We do see Ms*** has spoken to someone regarding the Geek Squad Protection Plan fulfillment gift card she receivedAs she was told, within the Geek Squad Protection Plan Terms
and Conditions it states reimbursement will not exceed the original purchase price of the covered productWe have included the terms and conditions for your reference. We have been in contact with Ms*** and offered a gesture, but have since not received a follfrom the customerBest Buy feels that we have fully addressed *** ***'s concernsBest Buy has provided our final stance and that stance remains the same.Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you,Best Buy

Dear Revdex.com, Thank you for bringing MrStanton‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to *** directly and found a solution acceptable. Best Buy considers this matter closed
Sincerely, Scott M

Dear Revdex.com, Thank you for bringing this matte to our attentionPlease know that we have partnered with our local store leaders who have contacted the customer and have invited her back to our store to address her concerns Thank you,

Revdex.com, Please know that we show the customer was notified about their certificateThe customer called us months later to inquire about the certificate, and it had been expiredWe would encourage the customer to connect with us right away if they have an issue like this in the future, and
invite them to look over the program rules and guidelines to help prevent future disappoint As a onetime gesture, I have issued the customer $in My Best Buy points to resolve the matter Thank you Regards, Sarah L

Initial Business Response /* (1000, 5, 2016/01/26) */
Revdex.com,
Thank you for bringing this to our attentionFirst, please know that neither of these units have Geek Squad Protection on themWe located the receipts for both models, and her accusation that the serial number didn't match is not the
caseThe unit was a completely different model
Here are the transaction numbers for each:
*** Receipt- 1078-064-06/27/
*** Receipt- 0944-85-11/21/
Here is a breakdown of each check in for attempt to attain service:
*** Laptop:
This unit was checked in for screen damage and repair under GSPWe accidentally checked this unit in under a different receipt and modelAs the unit was being prepared for shipping the Agent noted that the model of the laptop did not match the model that we hadWe attempted to locate a different GSP and receipt for the unit the client had checked in and were unable to do soWe reached out the client to see if she could provide a different receipt so that we could get her laptop repaired and she was unable to do soWe closed the ticket out and she picked up the unit, there were no repairs attempted by an agent here, the unit was only checked in and then prepared to ship outIt was then placed back on the bench to await her to pickup when we realized it was the wrong unit
After my email to the store, the customer was contacted by the managerShe said that we must have broke the unit further when trying to repair the screenWe do not perform screen repairs, nor have the capability of doing so in the storeWhat the customer is alleging is not possible
*** Laptop:
The unit was checked in and passed our hardware diagnostics check for the hard drive; to do this, we only connect the computer to a machine to run the testThis unit had physical damage to the case and the screen as well; additionally it appeared that the unit had been previously taken apart as most of the screws holding the case together were looseOur agent informed the customer that with the physical damage to the unit, and it having no functionality issues, that most likely it would not be covered under the manufacturer's warranty
We are not refusing to send these units out; however, the customer would need to pay for all repair costs with the information above
If the customer would like to pay for service, she can visit any Best Buy store location and they can check the units in to be sent out to our Geek Squad facility as a COD repair
Thank you again for allowing us to address these concerns
Regards,
Sarah L