Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 7, 2015/09/09) */
Dear Revdex.com,
This was an error that was cause due to the wrong sales procedures followed
This customer was fully refunded per transaction:
*** 08/20/
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer
indicated he/she ACCEPTED the response from the business.)

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 Revdex.com.,After reviewing the customer's order, we found that she has not in fact been charged for her orderAs of 11/12/best Buy had placed an authorization on her card, but this has since been cancelledWe suggest that the customer work with her financial institution to address any held funds on her accountbest Buy is unable to address this as the customer are not in our possession.Thanks, and please let me know if you have any questions. Best,Cassie E Exec Res Sr

I am rejecting this response because: I have attached my rejection response in a word doc as I could not put all the information as it is more than the allowable response

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

Dear Revdex.com, Thank you for bringing this concern regarding Dadrien Barnes's recent return warning to our attention. Our return and exchange policy is designed to keep prices low and prevent unnecessary returnsNear the bottom of each receipt, the following is printed: “A
valid receipt is required for all returnsExcept where prohibited, we may request an IDID info may be stored in a secure, encrypted database used for tracking returns & exchanges.” Best Buy reserves the right to deny any returnFull return and exchange policies are online at www.BestBuy.comAdditionally, on BestBuy.com under the Return & Exchange Policy heading, the following is displayed: “Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchaseReimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursedWe accept U.S., Canadian, and Mexican Driver's Licenses; U.SState ID; Canadian Province ID; Matricula Consular; U.SMilitary ID; Passport; U.SLaser Visa; and U.SPermanent Resident CardOur third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returnsIf we caution you or deny your return, you may request a copy of your Return Activity Report by calling ###-###-####..” We have contacted the customer and have informed him the warning has been liftedHowever any future returns may cause a warning to be placed again Thank you,Best Buy

August 3, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as a delivery time was rescheduled and the delivery was completed. Nevertheless, please forward any additional concerns to
our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

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, *** ** *** ***

I am rejecting this response because:
Hi I bought warranty from you guys for what you should fix my problem or refund my money back

I am rejecting this response because:
This response is just acknowledgement of my complaints and promise to look into the matter, not a response to the complaint

Dear Revdex.com,
Thank you for bringing Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
We have found that the customer has since been refunded for the incorrect charge on March 14, and the funds can take around 5-
business days for the customer's bank to receive the funds from us to place back into the customer's accountThe customer should be seeing the charge back on her statement this week, if not already
Best Buy considers this matter closed
Sincerely,
Kelsey F

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused. We will be following up directly with the customer to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F

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

Initial Business Response /* (1000, 13, 2015/10/06) */
Sent the following email to the customer:
Dear ***,
Thank you for contacting the Revdex.com about your cellphone service coverage concernsI'm Dean with the Best Buy Executive Resolution Team, and your concern was
forwarded to me for review
I am sorry to hear of your concerns with the changes to our cellphone Geek Squad Service Plan coverage, and forwarded your feedback to our Services Team for reviewDue to your concerns, I have requested a $*** gift card be mailed to you as an invitation to visit Best Buy againYou should receive the gift card within three weeks at your *** mailing address
Thank you again for making Best Buy aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns
Sincerely,
Dean ***
Executive Resolution Specialist
(612) ***
***@bestbuy

Dear Revdex.com,WE have reached out to the Customer four times, ( two phone calls and two emails)The Customer has not responded. We are unable to fully address the Customers concerns until he contacts us back.Warmest Regards, Best Buy

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, The information quoted by Mr*** is not current and was proprietary to Best BuyIt was internal information and not part of our Return and Exchange PromiseFor more information about Return and Exchanges, Mr*** can visit our website by following the link
below. http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ I will gladly assist with trying to locate a receipt for Mr***However, if it was paid for with cash we will need to know the exact store, exact date and exact amount of the purchaseOtherwise, store leadership is not required to accept the return without a receipt. Thank you, Dan S.Best Buy Executive Resolution Team

From: ***, *** Sent: Monday, May 21, 4:PM To: '***@yahoo.com' Subject: Revdex.com Complaint Importance: High Hello Mr***, Thank you for your time on the phone earlierAgain I am very sorry for the experience you
hadWe appreciate you giving us another try to make this right by setting up a new order As we discussed, I requested the $gift card be mailed to your PO BoxYou should expect it to arrive in 2-weeks It is my hope that your delivery goes well tomorrowPlease feel free to contact me if you have any questions or concerns Sincerely, Dan *** Senior Specialist | Executive Resolution Team

Dear Revdex.com, Thank you for forwarding Ms***s messagePlease know that we left Her another voice mail on 05/05/but Ms*** has not called us back yet We will address this concern completely when we are able to speak to her Thank you

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