Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for brining Ms***'s concern to our attentionThe gift card in the amount of $will need to be sent via mailWe are unable to issue this value for this situation as an emailed gift cardThere was a delay in this being sent out, an authorization was requested to allow
this to be sent via mailWe have pushed this forward and requested it to be expedited to the customer. We are sorry for this delayThe current phone they have does not need to be sent back to Best BuyBest Buy locations offer recycling for cells phones if they choose to dispose of it this wayWe direct the customer to reach out to the local store or our website, BestBuy.com, for more information on thisPlease forward any additional concerns to our office and we will respond accordingly. Thank you,Best Buy

I am rejecting this response because:
I requested a full refund These suggestions include spending more money to receive what I already ordered and paid for Store credit does me no good, as I was promised a product that Best Buy cannot deliver, so I need to look elsewhere. I explained to the salesman my laundry room sand he assured me the delivery team would be able to have the doors opening opposite ways as the store models were set up He used it as a selling point If you look at the original order in Best Buy's computer system, you will see one door with a "right" orientation and one door with a "left" orientation I watched the salesman put in the order What I ordered is not what got delivered I did not wait for the return period to expire, I called the store the very same day the machines were delivered when I got home from work I told the store manager that the machines were not what I had ordered and requested to return, but he said things could be fixed They have not been fixed, and Best Buy is denying the return I asked for within the return policy period Since the machines cannot be set up how they are advertised in the store and how I ordered them, I expect a full refund so I can go somewhere else that will provide the correct product for the price I paid

Dear Revdex.com,Thank you for bringing *** ***'s concern to our attention.When the customer claims to have vehicle damage due to an install the customer would need to contact our insurance company, Sedgwick, to file a claim.This is not something that I can do on behalf of the customer, it does require
the customer contacting them directlyThe phone number to file a claim with Sedgwick is: ###-###-####.The customer will be assigned a dedicated adjuster who will contact the customer directly.Thank you,Best Buy

I am rejecting this response because:
Thank you for your response and I believe you misunderstanding my previous messageLet me get this clear and simple I bought some items from BestBuy and observe target.com selling the same product at better priceI contact bestbuy customer service within days of the receipt but besbuy rejected my requestI prove them bestbuy policy ( the same policy you attach to me) but their response bestbuy has new policy all price match must contact bestbuy before purchase but I never find this policy on the website(You may find whole conversation on bestbuy chat report INT-v1appis12-***-***) or review my attachment for reference. They request me return the product and buy the same product again and request price match at that time. Sounds not make sense to me. Therefore, I believe either website policy misleading or customer service not willing to do his job for the price match service

Dear Revdex.com,Thank you for giving us the opportunity to address Mr***'s concern.Best Buy provides a 45 day return and exchange period, for our Elite Members, on most of our productsIn an effort to remain fair and equal to all of our customers, we are unable to make an exception to this
policyMr***'s request is more than days past the return/exchange time frame. Thank you,Gail D

Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.After reviewing your call history and order I have taken the liberty of refunding you $on your orderThis will go back to your original form of payment. I sincerely apologize for
your experience.Thank you for making Best Buy aware of this concern.Kindest regards,Cassie E Exec Res Sr

I am rejecting this response because: This camera had been in service times already with the same issue.When I took the camera on my 3rd visit, I was told by Geek Squad that if it is still not fixed Best Buy will exchange/replace the camera.When I took the camera on my 4th visit, I was told by another Geek Squad that he would send out the camera again for service with a long return date. I mentioned to him about this camera been sent out times already but was told that did not betterBest Buy will continue sending it out to servicing till the warranty runs outAfter submitting my claim through Revdex.com, I tried to resolve this one more time with Best Buy. I was told by the rep that this plan I had was only good for servicing, which meant that Best Buy had no intentions of replacing the camera from the get go When I first bought this camera, which was an open box camera, I was told by the rep to buy the warranty plan in case I had issues later. I was told with the warranty plan; I could get an exchange/replacement for the same value I paidBest Buy failed to inform me that the warranty on cameras is only for service plan and not a replacement plan. This means that within the plan Best Buy will continue to do the servicing till the warranty expiresOnce the warranty expires, you are on your own to get it fix somewhere else If I only knew about the advertisement regarding the warranty on cameras, I would not have bought an open box camera or paid almost $on warranty on a $cameraI was totally misinformed by the Best Buy employees on Best Buy warranty. This is unethical of Best Buy. I have been a Best Buy customer for a very long time

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case The Best Buy gift card was used previously on 06/25/2016, before Mr*** contacted us after they lost itThe receipt is included in attachments With the current remaining balance at $and as outlined in our previous response, we would be unable to accommodate Mr***’s request in reissuing the gift card for the full amount of $*** 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

I am rejecting this response because this company still have yet to have my concern resolve there was another appointment schedule for saturday june where I was informed the tech would be here after 1pm.Unacceptable this has been going since may 20th and everytime before when my appliance needed serviceI just want not to have to deal with this company and the poor service they provide no customer should have to go thru this

Dear Revdex.com,We looked into the order for Mr***, and based on the sales receipt he ordered the DJI Phantom Sku # This is the item that shippedThe promotional item with the free VR headset was for the Phantom 4. Best Buy feels that we have fully addressed this concern.Thank
youGail D.Best Buy

Dear Revdex.com,Thank you for sending a screenshot of this adI see the misunderstandingThis was not on our official website we do not price match or honor any deals on Google Ads. Thank you,Karla ***

I am rejecting this response because: Since I filed my initial claim I received a call on 10/5/stating that Best Buy had my refrigerator in stock and would deliver it on 10-9-That same day I received a new confirmation email from Best Buy confirming the 10-9-delivery date and timeOn 10-6-2017, (the very next day) I received another confirmation email from Best Buy stating that my delivery was set for 11/18/2017. I thought the email was sent by mistake so I called 1-888-BEST-BUY to confirmThey told me that the soonest delivery date was 11-18-and they had no record of someone calling me the previous day. I offered to send them the confirmation email stating the 10-9-date but they told me I needed to talk to the warehouse. It seems like every time I call the 1-888-BEST-BUY Number they tell me I need to talk to the warehouse and after I get connected to the warehouse they tell me I need to talk with the store. After expressing my frustration to the Warehouse Manager, I received a call from Elizabeth at the Best Buy Expedite Center on the evening of 10-6-2017. She told me there was a delay from the supplier. She suggested I go to the store and discuss other options but I told her I already had received the first new Maytag appliances and I wanted them all to match in appearance. Elizabeth provided her direct number to me and said she would do her best to try to locate a unit. I will never understand how one day Best Buy calls and tells me my unit is in stock and ready to ship and the next day day the delivery date is moved out days in the future. Did they deliver my unit to another customer? Very frustrating! I hope Elizabeth is able to locate a new unit

From: ***, Steven Sent: Monday, September 11, 12:PM To: '***@travelers.com' Subject: BEST BUY - Revdex.com COMPLAINT # - *** - Hello Mr***, Thank you for your consumer complaint to the Revdex.com (Revdex.com) with your concerns
about your Geek Squad speaker installation service from our Brookfield store (#***)My name is Steven with the Executive Resolution Team at Best Buy Corporate HeadquartersYour email has been forwarded to my attention to address your concerns I’m following up on my telephone call and Voice Mail (VM) earlier today Best Buy deeply apologizes for any frustration this situation may have caused and bringing this situation to our attention is very much appreciatedBest Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claims. Once information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue After receiving your Revdex.com complaint, we contacted our Brookfield store’s management team directly who filed the claim with Sedgwick on your behalfThe claim #***750-has been sent to Sedgwick who contact you directly for the property damage you describedFor any questions or current status of the claim, we encourage you to contact Sedgwick directly at ###-###-#### Thank you again for making us aware of your consumer complaint and speaker installation serviceWe appreciate your business and hope you will let us know of any future questions or concerns Sincerely, Steven *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationNevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence has been brought to our Executive Resolution Team for proper review. Our GSP teams did cancel and create a fund back to the customer however it has not processed at this time. We are
issuing a physical mail check to the customer with the address listed above for the refund. Best Buy considers this matter closed at this timeBest Regards,

December 16, To Whom It May Concern: Best Buy apologizes for the concerns *** ***’s forwarded to your office as our office and the order item in question was cancelled and refunded. Nevertheless, I have requested a $*** Best Buy gift certificate for
*** *** in recognition of his experience. The gift card will be processed and mailed in the next to business days, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### Direct ###-###-#### Fax *** Ideation, Context, Maxmizer, Activator, Communication

Dear Mr*** - Because this is a cellular phone, and subject to a contract with a cellular phone carrier, the return must be done in-store. You do not need to be in contact with "Tea" per the information included in an email she sent you:"The general manager Derek is willing to allow you to come back to return your Note However, you must work with him or his assistant manager Sam directlyDerek will be out until 9/19, however Sam will be available Wednesday- Sunday from about 12-8pm."If you choose to not work with the Merced location and drive to the closest Best Buy, in either Fresno or Riverbank, that is your choice, however, Sam is working this evening and will be happy to handle the return for you. Unfortunately, this is the only resolution that we can offer under the circumstances of the purchase. Regards, Amy

Wasn't able to locate purchase using the customer information providedEmailed customer for additional information.Dear *** ***,Thank you for contacting the Revdex.com about your purchase receipt concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern
was forwarded to me for reviewI am sorry to hear your ** washer/dryer is not working properly and your May, purchase receipt is missing. Although, Best Buy is not required to maintain a purchase receipt copy, I would be happy to research our customer database for the original purchase receipt. Our database tracks credit card, debit card and check purchases. The purchase transactions are listed under customers name, phone number, mailing address and email addresses. If possible, can you reply to this email with customer information at the time of the purchase? Thank you again for making Best Buy aware of your concerns. We do appreciate your patronage and I hope to hear from you soonSincerely, Dean ***Executive Resolution Specialist###-###-####dean.***@bestbuy.com

Initial Business Response /* (1000, 5, 2015/09/18) */
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
Best Buy is a different company to the one where the customer
was employed, and UPS does not go to every Best Buy store every day for pickupsThe computer was sent from the store to the service center with Next Day Air shipping
After reviewing the customer's service order, I found the repair has been completed, and the computer is on its way back to her local storeUPS tracking shows it's scheduled to arrive on 9/The store will call the customer once the computer has been checked in and is ready for pick up
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response! There is still no explanation as to why when I originally dropped the computer off on August 5th it took weeks to repair, and when it was sent back to the store from the repair facility it was still broke with the same problem it had when I dropped it off! The paperwork from both the repair facility and Best Buy said it was repaired and workingI drove minup and minback home to pick up the computer only to get home plug it up and nothingI drove another minsup and back to drop it back off at Best BuyDrew the Geek Squad mgrapologized and said it would be shipped out that very same day Next Day AirI gave the benefit of the doubt it would go out on ThursdayIt didn't even go out until Friday!! Also Drew promised me it would be prioritized since it was being sent air! They assured me it would be back within a week as it had already been gone for weeks already and should have been fixed right!! I e-mailed corporate no responseI called corporate, talked to Jessica *** at ext.#*** and she promised me to keep me informedShe did not let me know anything and called and left several messages for her and never got a return call backThen I called corporate again and got Lee in customer relations and he put me on a way call with himself, and Ryan from Best Buy (Drew was on vacation) They both assured me that in the instructions on the work order it would be sent from repair facility to Best Buy, Next Day air and now I find out it was sent groundI am not happy!!!! If it is due back on Monday that will be days shy of being gone for weeksThat is unacceptable business practicesI just want answers to why this has taken so long
Final Business Response /* (4000, 9, 2015/09/21) */
Dear Revdex.com,
When a computer is sent for repair, it essentially "waits in line" as you would at a check outOnce the computer is diagnosed by a technician, parts must be orderedOnce the parts arrive, the repair is completedThe time for a repair to be completed is dependent on how many other products are "ahead of it in line" and how long it takes to procure partsAs noted, the computer is scheduled to arrive at the store on 9/21, and the store will call the customer once the product is ready for pick up
Regards,
Kathryn S

Dear Revdex.com,Thank you for giving us the opportunity to address this concernBest Buy tries to be as accurate as possible, however, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our stores. Best Buy feels we have fully addressed this concern. Thank youGail D