Best Buy Stores, LP - US Headquarters

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 *** - We are sorry to hear that the television you purchased in April appears to have a crack in the screen. Unfortunately, because months has elapsed since you purchased the television we are unable to offer you a refund. Our store managers are able to make
exceptions in rare cases when a customer is within a couple of days of their return window, however, they will not make an exception in your case. Our return and exchange policy is listed in stores, on your receipt and online. Please check with *** to see if they are able to assist you with repair or replacement of the televisionWe're sorry that this is not the answer you are seeking however, we are unable to offer you an alternative solution. A link to our return and exchange policy is listed below.Regards, Amy C.http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050...⇄

I am rejecting this response because:
Bestbuy conveniently has no record of any contact with local Bestbuy store and or customer service in regard to missing items, the local store insisted the items were received even though they showed no proof of suchI was advised to charge back the purchase, they should have known to cancel plans which terms of were not provided to me at any point in time. Besbtuy likes to refer back to terms of these contracts when they were never disclosed. I charged back said purchase made on or around 9/25/2017. Despite what Bestbuy claims, the reason for charge back is for items not received and not "item not as described"I've double checked this with claims dept at Capital One Bank, it was verified as "items not received" claim which was closed out and final credit issued as Bestbuy provided no proof of receipt. Please advise Bestbuy Stores that refunding purchase as they should do does not fully resolve matter as again, my bank charges overdraft fees for each item totaling (each). Furthermore, Bestbuy has a decent number of complaints/horror stories against it with regard to their service plans and their products/serviceNeedless to say, they have little to no credibilityAdditional complaints will be filedIn closing, this information will be included in a small claim suit as well as to a class action attorney investigating Bestbuy and its GSP (Geek Squad Plans)

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

Initial Business Response /* (1000, 5, 2015/12/02) */
Thank you for contacting Best Buy through the office of the Revdex.com about our Black Friday Doorbuster specialsMy name is Cassie and I work with with the Executive Resolution Team at Best Buy Corporate Headquarters
I'm so
sorry to read about the difficulties you have experiencedI am sorry to hear that you were not able to purchase the *** TV or the *** that we had priced at this holiday, and I understand the frustration that this situation must have caused for youUnfortunately, these products were sold on a first come, first serve basis and were advertised as being in limited quantityIn an effort to remain fair and equal to all of our customers, Best Buy is not able to honor Black Friday or Thanksgiving pricing after the factIn addition to this, both TV's completely sold out early, and we have no stock left availableI know it is extremely disappointing to find that an item is not available, especially in circumstances like this
Below is the information regarding the timeline for our door-buster salesThis information is provide don both online ads and in our paper ad
"Thursday doorbuster products are select front cover, pages & 3, back cover and other select items within the Thanksgiving Day print ad that will require a ticket to purchaseFriday doorbuster products are found on page of the print ad
Best Buy stores will hold two doorbuster events at the following dates and times: Thanksgiving Day doorbusters will be available at 5:p.mon Thursday, November Black Friday doorbusters found on page of the Thanksgiving Day print ad will be available at 8:a.mon Friday, November Please be aware: Best Buy stores in Maine, Massachusetts and Rhode Island will offer Thursday doorbuster products when their stores open on Friday, November Paramus, New Jersey stores will offer both Thursday and Friday doorbuster products when those stores open at 8:a.mFriday
To see the advertisement, go to BestBuy.com/BlackFriday and view the digital insert."
Please refer to the following link if you have additional questions regarding our Black Friday and Thanksgiving doorbuster sales
http://forums.bestbuy.com/t5/Holiday-2015-Knowledge-Base/Doorbusters-amp-Black-F...⇄ /> Thank you for making best Buy aware of your issue
Kindest regards,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello and thank you for your replyIf I missed it, please let me know, however I happened to save the ad called "Black Friday Door Busters"Within that ad is the *** TV for $that I am told by the store sold out the day priorThe store opened at 8:AM and I got there at 8:AMHad the TV's sold out that day before I arrived; I would accept that as my being too lateHowever - that is not the case hereThe ad I received Friday was for Friday, and I simply realized a short time later that those advertised TV's for that Friday event, were simply never there for the Friday eventThat to me is quite unfair and no number of disclaimers change the facts I am presentingI am again requesting Best Buy to live up to something better and allow me to purchase a 49" TV for the advertised price if you cannot honor my original remediation request

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

Initial Business Response /* (1000, 10, 2015/09/03) */
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
Management at the customer's local store worked with their
AT&T representative to resolve the issueAT&T offered to cancel the contract and waive all activation fees for the customerThe customer decided to keep service on the phone, but cancel service on the tabletThe customer was able to keep the tablet as a customer service gestureBest Buy considers the matter resolved
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never offered the opportunity: "AT&T offered to cancel the contract and waive all activation fees for the customer"....If I had been offered that I would have taken the offer ! This is very upsetting because I had actually said I wanted to cancel my contract with AT&T, return the phone to BestBuy and have them give me if not my old phone, then a phone equal to what I gave to them, which was a Galaxy 4....Jacqueline said they could NOT do thatAnother example of misrepresentationBased on that answer I THEN agreed that AT&T would refund $which they charged for activating the tablet...but when I looked online they only deducted $45....If it is true that AT^T will cancel this contract, that is what I want to do ....IF YOU check my complaint above, I state that I want to CANCEL everything, that has always been my desireplease contact me
Final Business Response /* (4000, 14, 2015/09/04) */
Dear Revdex.com,
Best Buy feels that we have fully addressed Ms***'s concerns that were forwarded to your office in our previous response and we maintain our positionThe store noted what was offered to the customer in an effort to resolve the issueThe customer states she wanted to get back her old phone or one equal to what she traded inThis is not possible as the customer traded in her old phone for a $gift cardTrade in transactions are final as noted on the trade in paperwork the customer received
Regards,
Kathryn S

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer's computer purchased in October of was sent for service, and we show that the services were completed successfullyHowever, our store made an exception to offer store credit or an exchange of the computer outside
of policyPlease know that a refund would never have been an option as the unit was outside of the return and exchange periodWhat the store offered was a gesture in good faithAs far as the customer's claims that their new desktop computer ordered from BestBuy.com is arriving damaged, and with beat up packaging, we would recommend the customer order the computer thorough the store for store pick-upI confirmed with the store's General Manager that we can place a store order for this computerThe store can then help ensure the quality of the itemDo understand that respectfully, we would not be able credit back the customer for their store credit/ gift card, respectfullyWe do hope this information is helpful, and we thank you for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding the matter has been brought to our Executive Resolution Team for proper reviewPlease be advised that per the terms and conditions of the Protection Plan, the store has
already provided the customer with a gift card totaling the amount the customer paid for his product, including tax, which has fulfilled his planBest Buy will not be providing any further store credit Best Regards, Bethany H http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_current_englis...⇄

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the hardships endured by Mr*** with the *** humidifier purchased with usUpon further reviewing, we have determined that we are not able exchange or return the product as it is
outside of our return and exchange periodHowever, the customer may contact the manufacturer to inquire about service and replacement options under their factory warranty The number to call is Toll Free ###-###-#### and below is a link to *** where the customer can find more information about the product warranty https://www.frigidaire.com/ Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while I'm not satisfied as I'm out my day rate for no reason ($750), I am willing to stop expending the energy and let this close

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionWe have contacted the CX directly regarding his concern. Thank you,Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention

Dear Revdex.com, Thank you for bringing this matter to our attention. The store where the refrigerator purchase was originally made was contacted regarding this concern. Leadership from the store contacted the customer directly to discuss the matter. A resolution was proposed and has
been accepted by the customer which meets his request.Thank you,David M

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy is not offering price matches for the unactivated iphone X, we have provided this response as well as our apologies to the consumerPlease reach out to us with any further questionsBest Buy considers this matter
concluded. Thank you,Alex S

Initial Business Response /* (1000, 5, 2015/06/23) */
Hello Ms***,
Thank you for contacting Best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive Resolution team at the Best Buy corporate office
I am extremely sorry for any
misinformation that may have been provided to you, and I assure you that every step is being made to prevent situations such as this from arising in the future
When products are sold that require activation, such as a cell phone or some tablets, a contract is provided that explains any associated costs or terms associated with the product activationIn order for a product to be activated in our store, this contract must be signedAlthough we do our best to explain the terms in full, there is some responsibility on the part of the consumer to make certain to familiarize themselves with the terms provided
After working with the store to resolve your issue, I was made aware of the fact as a resolution the store has asked you to come in to return your iPad, so that the monthly contract for the iPad can be adjusted or removedThis would need to be processed at the store in which the product was purchasedTori, the mobile manager at the store has been in contact with you, and will continue to assist in any way that he can
The last contact that we have had with you was Saturday 06/20, as an email was sent to the address provided aboveIf you could please respond back to that email, we should be able to move forward
Thank you again for making Best Buy aware of this issue
Kindest regards,
Cassie E

Dear Revdex.com, Thank you for bringing Dr*** ***’s home system concerns to our attentionThe area Magnolia Project Manager was able to connect with the customers, complete service on their television system and get all equipment working properly. Thank you, Dean *** Executive
Resolution Specialist ###-###-####

Dear Revdex.com,Thank you for bringing this matter to our attentionWe have verified that the customer was given a ~$price match on 5/8/and then again on 5/9/equaling the full amount of requestPlease know that these price matches were both exceptions to our return exchange policy as found on
www/bestbuy.comHowever the customer then exchanged the television in question for an upgraded model.Because Best Buy has allowed for the exception of the full price match and since the customer no longer has the television in question, no further action is needed.Thanks,

No, Best Buy has not contacted me to resolve this issueBest Buy has not resolved the problem

Thank you for bringing this situation to my attentionI do see that the $Best Buy gift card was voided on May 3rd for an unknown reason, and I apologize for thisI am ordering a replacement $Best Buy gift card which will be mailed to the same address as the previous oneThis will arrive within approximately 2-weeksRespectfully,Brian *** Executive Resolution Team Best BuyDirect: ###-###-#### Fax: ###-###-#### ***