Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for contacting us regarding this matter. The customer purchased a refurbished computer from Best Buy on May 23, 2016. There is a manufacturer’s warranty on the device which was indicated on-line for a period of months. The terms and conditions of the
warranty are specific to the manufacturer and not able to be altered by Best Buy in any way. Since we are now past the return and exchange window, Best Buy will not be able to take a return and issue a refund. Best Buy considers the matter closedThank you, David M

Thank you for sending this for reviewI have looked through the previous interactions that we issued a $gift card under case # *** on 12/13/I am sorry for the inconvenience this has caused but am happy is resolved.Sincerely,Karla ***

Dear Revdex.com, Thank you for giving us the opportunity to address this concernMr*** is within the stated policy for returns and should return the product for a refund.We allow for returns and exchanges up to days after the date of purchase or delivery date without restocking fees on any
item, this includes item purchased as giftsMr*** can access our return policy at: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ a few exceptions, we will reimburse you for returned items in the same way you paid for them.Thank you,Gail D

Initial Business Response /* (1000, 7, 2015/09/02) */
Dear Revdex.com,
After reviewing the monthly Geek Squad mobile protection plans, Best Buy has confirmed that it was cancelled due to non-payments
The last payment was processed on 9/18/and was then cancelled on 11/18/
Best Buy allows
a grace period for our customers to update the form of billing on all warranties before cancellingBest Buy may send notifications to the customer as a courtesy to have the warranty payment information updated but is ultimately the customer's responsibility to do so
Best Buy is unable to re-activate any warranty that has been cancelled
We apologize for any inconvenience and disappoints that this situation may have caused
Kind regards,
Best Buy

Dear Revdex.comBest Buy feels that we have fully addressed the concerns in the correspondence that was sent to your office by our customer on July 17th. Our store exchanged the product for the customerNevertheless, please forward any additional concerns to our office and we
will respond accordingly Sincerely,John S

Revdex.com, Thank you for bringing this to our attentionPlease know that Best Buy cannot provide the customer with a new key code for their Microsoft OfficeThe customer would need to manager this with their Microsoft Office account, or contact Microsoft Office directI do see the customer was provided
with inaccurate information by mistake as an agent did think we would have this capacityThat agent made a request which was denied for the aforementioned reasonAs a onetime gesture in good faith for the misinformation, I have issues a $credit for the cost paid on the software back to the card used at the time of purchaseThe customer should see this refunded in 1-days or 1-billing cycles, depending on their cardThank you again for allowing us to address our customers concernsWe apologize for the confusion, and we always strive for excellence Regards, Sarah L

Dear Revdex.com, Best Buy feels that we have fully addressed CUSTOMER concerns that were forwarded to your office in our previous response and we maintain our position. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you

Dear Revdex.com,Mr*** was issued a credit for $to his original form of payment for the price difference on order# BBY01-*** on 4/06/An additional $was credited for the 10% discount coupon that was not applied to the order as a Customer Service Gesture on 4/17/2017. We
sincerely apologize for any inconvenience this may have caused MrDevan.Best Buy considers this matter resolvedThank you.Larry S

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I was put in contact with the general manager of the local store and he address my issue and took care of it locally at the store

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/27/The customer has been able to locate their certificate and we have updated their profile to reflect a purchase properlyNevertheless, please forward any additional concerns to our
office and we will respond accordingly SincerelyBest Buy

Dear Revdex.com, The customer was offered a replacement computer and refused that offer. He was then offered an e gift card to assist in purchasing areplacement Video card and as this was the only resolution he would accept. He was further told that this could void his warranty and
thatthe Geek Squad GSP would not cover this replacement in the future. Best Buy considers this matter resolved.Thank youLarry S

Dear Revdex.com,After reviewing Bethany's case notes, I can see that she offered a $gift card for the inconvenience and frustrations that this situation may have causedBethany did confirm that the funds on the gift card's used would be replenished since the order was originally cancelled.Best Buy did
not offer a full refund on top of the gift cards.Kind regards,Ash

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have contacted the customer outside of the Revdex.com and address his concernsThank you

I am rejecting this response because:
On March I call bestbuyThey even told me why they only gave me that much when they see in the system u should of got moreThat is not my fault ya no longer sell the itemThey instructed me to talk to store manangerBut when I talk to the store I'm told to call best buy like no one wants to helpI wanted to buy the watch again or something similar for same price now I'm stuck to buy something way more expensiveIn fact ya should of paid me back in cash so I can go ahead and buy an affordable watch somewhere elseWhy was I paid back gift card and forcing me to buy from best buy again with much high watch price I can easily find a pebble watch somewhere else online or something around the priceWhere does it state I had to be refunded gift card ? I always put protection on all my stuff and this time is complicateD

Initial Business Response /* (1000, 7, 2015/08/04) */
Revdex.com,
Thank you for bringing this to our attention I personally worked with Dr*** previously, and can assure you that the issue has been addressedThe customer was given an even exchange, which is what he was hoping for, and the store
has been coached internally on our policyThe policy had changed and the manager was operating under those guidelinesShe has been made aware
Thank you again for allowing us the opportunity to address the customers concerns
Regards,
Sarah L

Dear Revdex.com, We normally do not price match Black Friday pricingHowever, due to the circumstances, if *** *** purchases the iPad on BestBuy.com for the current price, I can credit the the difference plus tax once it has shipped or been picked upI will stress that placing the order
through BestBuy.com is imperative in order for us to apply the creditAgain she can set this up for shipping or in-store pickup. Please have her respond with the order number once it is placed and I will make the adjustment. Thank you, Dan S. Best Buy

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 resolutionI have emailed the Customer and am waiting for a responseWarmest Regards, Best Buy

Dear Revdex.com: Thank you for sending this on for reviewI have requested a Best Buy gift card for $77.50, which will arrive in 2-weeks via USPS and can be used at any Best Buy store or at bestbuy.com and never expiresThank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBased on Best Buy's actions in rectifying the issue, they've now re-earned my patronage. I sincerely want to thank the Revdex.com for the advocacy work that the organization does on behalf of consumersYour ability to mediate, and indirectly hold businesses accountable to ethical standards in their business practices mean a great deal to consumersThank you!~***

Dear Mr*** - We are unable to find any information in our systems regarding your purchase or installation service. If you would like for us to continue our review of your concerns, please provide us with a receipt from the purchase and any installation appointment dates and
receipts. Regards, Amy