Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
1) I would have taken the offer of $if I had been offered itI paid for the phone up front and didn't choose the payment plan option, I wouldn't have knowingly chosen it for the service plan. 2) I was supposed to be contacted by customer service since the rep on chat support could not answer that question. 3) nothing in my paperwork shows the service plan detailsPlease provide the paperwork showing I was offered options and accepted the more expensive one knowing it would exceed the $

Dear Revdex.com, Thank you for making Best Buy aware of the concerns brought to you by Mr*** regarding a recent issue with our promotion bundles. After reviewing the order placed on bestbuy.com, it appears that the computer Mr*** had purchased was not one of the featured laptops,
therefore resulting in ineligibility for the promotionA full list of eligible products is featured on the following link, which is also the link notated by Mr***The terms of our promotion also state, “Excludes packages and laser printers.Cannot be combined with other offersMarkdowns taken from regular prices…” which would disqualify any items on sale from being a part of this promotion. http://www.bestbuy.com/site/offer/182645/pcmcat748302046812.c?id=pcmcat748302046...⇄ We sincerely apologize for any confusion that may have been caused as a result of this unfortunate experience. Sincerely, Shane ***Executive ResolutionBest Buy Corp

Dear Mr***, Thank you for forwarding your concerns to us through the Revdex.com I have just sent you an email to follow up with your concernsPlease feel free to reply to me directly Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Ms***, Thank you for forwarding your concerns to us through the Revdex.comWe apologize for any inconvenience this may have caused you I have forwarded your concerns to our partners at Best Buy Direct, who have informed me that you're scheduled for an exchange
delivery tomorrow morning At this time, Best Buy considers this matter resolved Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

April 5, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as we have reached out to him directly and created a new return shipping label that was sent to him via email to facilitate a return and
refund of the order in question. 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 Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has offered the customer a gesture to fulfill his service plan.Nevertheless, please forward any additional concerns to our office and we will respond accordingly SincerelyBest Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I visited the Best Buy store this past weekend, and they processed the laptop trade in at the same terms that were advertised by the corporate offices of Best Buy The corporate office ended the original promotion earlier than they had advertised, and apparently had not informed store personnel However, they have now made good on the promotion so I consider the matter resolved *** ***

Hello Revdex.com, I’m following up on my previous response to *** ***’s Revdex.com case We offer a 15-day return policy for customers on any returns, exchanges or refunds on products purchased from our companyThis policy is printed on the front of the receipt and posted at our checkouts at the time of the purchase and our website www.bestbuy.com As outlined in our previous response, Best Buy takes allegations such as Ms***’s very seriously, and we appreciate you having allowed us the time to perform a thorough investigationUnfortunately, Best Buy has been unable to substantiate Ms***’s version of events and will not be taking action in regard to the allegations they have presented and would be unable to accommodate their refund request Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution Warmest Regards, Best Buy

Initial Business Response /* (1000, 6, 2016/02/23) */
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 HeadquartersI apologize for the experience you had with the repair and
return of your TV
I am pleased to hear that the TV was returned to the store from repair and that you were able to pick it up on Friday February 19,
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S
Initial Consumer Rebuttal /* (2000, 8, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would hope that your Geek Squad people would be trained appropriately in order to better serve the customer and for the customer to not perceive multiple answers from different peopleAlso, I would hope that your logistics of transporting repairs could be improved, and not travel for weeks with a product on the truck
Final Business Response /* (4000, 15, 2016/03/02) */
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 HeadquartersI apologize for the experience you had with the repair and return of your TV
I am pleased to hear that the TV was returned to the store for a full refund
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S
Final Consumer Response /* (2000, 17, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com, Thank you for your continued support in this matterBest Buy feels that we have properly addressed our stance on honoring past promotions in our previous statementBest Buy does not possess a way to reinstate a canceled order, nor do we possess the methods to apply a carrier offered promotion after the promotion has endedAt this time, we would recommend our customer contacting Verizon to discuss any possible next steps to obtain this promotional pricingAs Verizon remains the account holder and not Best Buy, any billing prices and device payments will ultimately be instated by themAgain, we truly apologize for any inconvenience this may causeAt this time, Best Buy has delivered our final stance and will not be providing further consideration on this matterHowever, we will respond accordingly if any new information is brought to our attentionBest regards, Shane MExecutive Resolution Specialist Best Buy CoINC

I am rejecting this response because: I want the opportunity to speak to MrsBethany H./Executive officer of Best Buy Stores, LP - US Headquarters to resolve this matterBy removing my cellphone information from one of their customer's accounts, and only then, I would be satisified with a resolution between myself and Best Buy Stores, Headquarters.o

Dear Revdex.com: Thank you for sending this to us for reviewI have reviewed this matter with the store leaders and it was a very unique, yet, unfortunate challenge that resulted in this delayWe reached a solution, which was to issue the refund to her credit card, against a different purchase, rather
than backing out the charge like normalWe could not systematically back out the charge to her credit card as the store, through well-intended efforts to exchange her unit, refunded her original purchase to a gift card, for use in purchasing her replacementShe did not want the selected replacement, for it was too small, among other reasons; therefore, the client cancelled the order, but we could only get the funds back to the gift card, which was not acceptableI have requested the funds be refunded as describedThe customer will see the credit of within 3-business days

November 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as Mr*** was previously informed by our offices that his service plan and warranty on the product in
question was expiredTherefore, we would be unable to fulfill his request for repair or replacement of his product without active coverageNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist Best Buy Corporate Campus
terrance.***@bestbuy.com

October 24, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as they did not want to utilize the manufacturer’s warranty through ***The phone would then be processed under the Terms of
their Geek Squad Protection Plan in which a refurbished unit would be sent to the customer. 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 Revdex.com,I am very sorry but comments made by employees cannot be verified. The website is clear on the terms and condition of this product.Best Buy will not change it's position on this matterThank you,Larry S

Initial Business Response /* (1000, 7, 2016/03/02) */
Dear Revdex.com,
The Geek Squad Protection Plan typically covers hardware challenges that are defined in the terms and conditionsThe data backup services that are offered by Geek Squad are not part of the protection plan and are defined under
labor
The protection plan should provide you with a replacement unit if necessary and not to exceed the original cost that was paid
Based on the exchange, the Geek Squad fulfillment was done correctly and aligned with our Terms and conditionsFollow the link below
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous?CMP=fbss
Best Buy would like to apologize for any inconvenience or frustrations that this situation may have caused
Kind regards,
Ash E
Initial Consumer Rebuttal /* (3000, 9, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the fact that there are additional charges for data restorationThat was never in disputeBut the response states that "The protection plan should provide you with a replacement unit if necessary and not to exceed the original cost that was paid." This did not happenThe only option I was given was to pay an additional $for an upgraded model plus additional charges for yet another protection planI do not believe that a company as large as Best Buy did not know that the laptop they sold me would be discontinued less than days after selling me a year protection planI did not enter the store determined to purchase a protection planI was "upsold" a protection plan and I was only told that we had repair/replace coverage for yearsThere were no other caveatsIf I purchase an airline seat and the plane is overbooked in my class, the airline will offer to upgrade me at no additional cost because it is not the consumers faultI purchased a Microsoft Pro laptop because it fit my budgetIf it was easy for me to pay almost an additional $300, I would have purchased the Pro in the first placeMost companies do what they can to uphold their promises even at a financial loss when the customer is not at faultA customer should not be punished due to the fact that no new or refurbished Pro replacement was available less than days after selling a protection planLack of inventory is Best Buys issueSelling protection plans that cannot be fulfilled is also Best Buys issue, not the customers
Final Business Response /* (4000, 11, 2016/03/08) */
Dear Revdex.com,
Best Buy fulfilled the warranty according to the terms and conditions of our Protection Plan
Since the product is no longer available at Best Buy, the customer was given a gift card to select another unit
Best Buy is recognizing the matter resolved and will not be offering any other consideration

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionThe customer has already been in contact with our executive offices and has been directed to reach out to The Retail Equation and follow their steps of procedureAs the customer may have been informed of already, 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 returnsExcept where prohibited, we may request an IDID info may be stored in a secure, encrypted database used for tracking returns & exchangesBest Buy reserves the right to deny any returnFull return and exchange policies are online at www.BestBuy.com.” Additionally, 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 ###-###-####..” Thank you,Best Buy

Dear Revdex.com, Thank you for bringing Mrs*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer We contacted Mrs*** and offered different options to exchange the microwave, but the she declinedWe have
submitted for a $** refund on her order as a customer service gesturePlease allow 3-business days for the refund to be processed Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by our customer while attempting to use her certificates when placing an order with usThe issue has been fixed and our records indicate that Ms*** was able to use the
certificates on 08/19. Best Buy considers this matter to be resolved nevertheless please forward any additional concerns to our office and we will respond accordingly. Thank you