Best Buy Stores, LP - US Headquarters

I am rejecting this response because: REPLY BACK TO DAVE M's Email -
The receipt for the Transaction is attached to this message

May 25, To Whom It May Concern: Best Buy apologizes for the concerns that were described and forwarded to your office by *** ***. Although Best Buy cannot substantiate the claims, as a customer service gesture I have requested a $*** Best Buy gift car for
Ms*** in an effort to resolve this matter. The gift card will be processed and mailed in the next to business days. 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, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused The order number provided by the customer indicates the fulfillment method was selected for ship to home as opposed to in-store pickupAdditionally, if an
item is selected for in-store pickup, the customer needs to wait for the second email to come through, indicating the item is ready for pick up We are happy to forward any concerns with our store associates to their respective store leaders to be addressed on an internal levelWe apologize if the customer might have received the wrong impression from any agent he worked with in the store. We see that the item has been delivered and Best Buy feels this matter is fully addressed. Sincerely,Kelsey F

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com caseAs we outlined in our previous response: “KIf the use of the Covered Product is not consistent with either its design or the way the manufacturer intended it to be used, e.g., humidity damage on TVs not designed for outdoor use;” The ** TV purchased was not designed for outdoor use and the owner’s manual ** provides with their product confirms this with the information we provided in our previous response and would be unable to accommodate Mr***’s repair or replacement requestBest Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as 05/18/and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

February 14, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as the product in question has since been approved for an exchange and a confirmation number has been issued (***).
Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** SrExecutive Resolution Specialist Best Buy Corporate Campus Ideation, Context, Maxmizer, Activator, Communication

Revdex.com, Thank you for bringing this to our attentionThe NVIDIA - Founders Edition GeForce GTX (SKU 5330700) was incorrectly listed on BestBuy.comThe product description has been updated and reflects the correct informationThe product is currently sold out online and will be replenished
at a later dateAll impacted orders have been canceled and an email has been sent to these customers Here is a copy of that email: We are writing in regard to your recent order of an NVIDIA Graphics CardUnfortunately, at the time of your transaction, BestBuy.com displayed an incorrect product description for the item.Here's what you can do:Keep the item: Please see below for the correct product descriptionReturn the item: You can return the item either via mail or to a store for a refund, which will be credited to your original method of paymentPurchase a different item: You can place a new order on BestBuy.comPlease note we have updated the NVIDIA Graphics Card information online.We apologize for any inconvenience this may have causedWe value you as a Best Buy customer and hope to see you again soon.Sincerely,Best Buy Customer Care Team We do apologize for the frustration and confusion, but must be fair to all our customers and would not be offering anything additional for this errorPlease know that our website does cover this scenario in our terms of useWe do apologize for the inconvenience The customer has been fully refunded, and can purchase the correct card when it becomes available should he choose Thank you again for allowing us to address these concerns Regards, Sarah L

Initial Business Response /* (1000, 10, 2015/09/30) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionAt the time of purchase, the customer agreed to the terms of conditions of the Geek Squad plan which indicate that a fee(s) may be applicable for services such as a phone cracked
screenBest Buy is will not move forward with the customer request
Below is a link to the mobile phone terms and conditions
file:///C:/Users/a224515/Downloads/gsp_2015_09_13_to_current_v10_english.pdf
Thank you
Initial Consumer Rebuttal /* (3000, 12, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The website stated that Geek Squad fixed cellphone screensOnce I went to Geek Squad to fix my screen they stated that they do not repair screens because replacing the phone was cheaper for them
Final Business Response /* (4000, 14, 2015/10/04) */
Dear Revdex.com,
The customer will need to initiate a claim to obtain service but will need to pay a service fee as indicated in the Geek Squad terms and conditions
The information below is found in the terms and conditions of the Geek Squad plan that the customer signed for at the time of purchase
"Accidental Damage from Handling ("ADH)
Subject to your payment of a service fee for claims made on mobile phones as explained in Section 5.4(b) and the claim limits
described below in Section 12(c), if during the Coverage Period you submit a valid claim notifying us that the Covered Product
has failed due to accidental damage from handling (ADH), we will either (i) repair the damage using new or refurbished parts
that are equivalent to new in performance and reliability, or (ii) exchange the Covered Product with a replacement product that
is new or equivalent to new in performance and reliability
ADH Coverage only applies to an operational or mechanical failure caused by an accident from handling that is the result of an
unexpected and unintentional event (e.gdrops and spills) that arises from your daily usage of the Covered Product as
intended for such Covered ProductWe may ask you to provide an explanation of where and when the accident occurred with
a detailed description of the actual eventWe may deny your claim if you fail to provide information relating to the accident
when askedWe also reserve the right to determine the applicability of ADH Coverage based upon the condition of the
Covered Product at the time of the claim."
"bMobile Phones:
You will be required to pay a service fee as specified on your receipt ranging from $to $for each
claim made on a mobile phone that is covered under the GSP Plan or GSP Plan with ADH Coverage (except
when we only replace your battery on your existing device); and
Our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a
gift card for its current market value not to exceed the original purchase price of your Covered Product
including taxes, as explained in Section 7(b); or (b) if we have fulfilled mobile phone claims in any month
period (excluding claims where we only replace your battery on your existing device), as applicable, by
replacing your device with a new or refurbished product."
Best Buy considers to have addressed this matter and will not take further action
Thank you,

Dear Revdex.com, The $was refunded to Mr***'s e-gift card on 12/21/This matter should be resolved. Thank you, Dan S.Best Buy

I am rejecting this response because: I never recieved any noticeI even went back in my emails to see if I missed them and nothing was thereI spoke with several people and no one claimed a letter was ever sent only email, which they couldnt give me a date until nowI was also lied to by Nancy who told me there is no corporateSeems to me like a cover upWhy wouldnt they call or text the phone number associated with the acct.? Also no body seems to be able to say what happened to the credit card information to stop the paymentsHe did not get a new card with any different informationClearly our family of is done shopping at best buy!

I am rejecting this response because:
Yes a return label was provided, but I would have to pay to get it picked upAccording to the representatives that I spoke with they said there not responsible for those kind of charges even though the item that was sent was damagedI do not find this acceptable under two condition first I did explain that I have no transportation and the nearest drop off was out of town, and the second is that they don't care that the item was damaged or broken it's still up to the customer to have to pay and that's not fairI also asked if I could get a replacement and I was told that they could not do that it can only be returned for a refundI'm not the first to complain about what is going on I have seen more reviews had I known that it was going to be like that I would not have made the purchase with them for that item

Dear Revdex.com,Thank you for bringing *** ***'s concern to our attentionWe have been in contact with Ms. *** directly and informed her of our stance. Upon our research and information provided by Nikon, the Dis compatible with the AF-P VR DX 18-55mm and AP-P DX
70-300mm lenses (all AF-P lenses)This bundle is currently sold by other retailersWe are not sure why she was informed these are not compatible modelsAfter some research it was found out that an issue with outdated firmware may affect the cameras/lenses. A firmware update may be necessary, we suggest Ms*** consult her owner’s manual or contact Nikon for assistance with firmware updates. At this point, Best Buy is unable to substantiate *** ***'s claim that these AF-P lenses were sold to her incorrectly or are incompatible with the DcameraBest Buy will not be providing a refund or replacement for the camera or lensesHowever, we are happy to support facilitating a repair or diagnostic and suggest she visit her local store for this process This concern may possibly be better served directed to Nikon, as our information shows these are compatible models. Best Buy feels that we have fully addressed *** ***'s concernsBest Buy has provided our final stance and that stance remains the same. Thank you,Best Buy

I am rejecting this response because:
*** case number I was originally issued for the order that's attached to ***@gmail.com with ###-###-####I've also attached a screenshot of the email order,and my last call (and its duration to corroborate how long I was on the line talking to several different support agents) to the Best Buy support line with that phone callI also have the audio file of a voicemail from a woman at Best Buy, ###-###-####, who called me on the matter at PM on Thursday, March 2nd, referring me to a number to call back that had already been closed since PM that day, so I couldn't even reply that day.I have no idea how there's no record if I have all these records on the contact methods I used to contact Best Buy and order with Best Buy

Dear Revdex.com, Thank you for bringing Ms***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to *** this morning and offered the $credit back onto her credit card or on a Best Buy Gift
Card. Ms*** elected to have the credit back on her credit card. *** has my direct contact information if any future questions or concerns arise, butBest Buy considers this matter closed Sincerely, Scott ***Executive Resolution Specialist

Dear Revdex.com,Best Buy is an authorized repair facility for the manufacturersBest Buy is abiding by the procedures set in place by the manufacturersIf the customer feels that she is entitled to a brand new replacement, she would have to follow up with the manufacturers and contest their terms and conditions.Best Buy will not offer any other considerations to this matter. Kind regards, Ash

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Revdex.com,
The Terms and Conditions of his Geek Squad Protection plan would apply to what was purchased at Best Buy and not what Microsoft replaced it with
For instance, if Best Buy replaced the tablet with an upgraded model, he would
need to purchase a new plan to cover itIt would not carry over
In this case, the store is making an exception because the GB model is not covered under his current Geek Squad Protection plan
We will provide a replacement but it will be a 128GB tablet because that is what we agreed to cover and that is what was purchased
Thank you,
Dan ***
Executive Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your terms and conditions refer to manufacture for covered items, then state that it will be repaired as is should there be an issueIf you cannot repair the device, this does not comply with T&C around replacementYour T&C's state that it will be equivalent productIf I have correspondence from Microsoft, I followed your rules for servicing and now being penalizedI will not accept anything less than repair of unit or swap of like componentsIf you cannot authorize this, please provide the name of your supervisor for discussion
Final Business Response /* (4000, 9, 2015/08/27) */
Dear Revdex.com,
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
We will provide a replacement but it will be a 128GB tablet because that is what we agreed to cover and that is what was purchased
Thank you

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution team for proper reviewUnfortunately, due to the product being out of our Return and Exchange Period, we are unable to provide an
exchange for the customerFor Shark customer service, they can be reached at ###-###-####Respectfully, Bethany H

Dear Revdex.com, Best Buy feels that we have fully addressed customer's 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

I am rejecting this response because:
So I have a defective and you are telling you will do nothing about itYou assistant store manager told me he could not do anything that it was my problemI understand that you have a maximum return policy and I respect thatJust for your information a few days earlier I had ordered a canon your store clerk made a mistake by ordering a canon That return is counting against me and that is not fair in my opinion.My question is as follow what do you want me to do with a non working computer? I paid $for it and I deserve a product that works.I have been a customer of your firm for years I believe we can come to some sort of compromise.1) Either exchange product for a working unit no question ask.2) Or take the unit back for a full refundI need a resolution done at the corporate level as I do not feel comfortable dealing with your store staff.Sincerely*** M ***

Dear ***,We apologize for the poor experience you have received during the process of appliance installationWe certainly don't want you to feel that we don't appreciate your business and we are thankful for your patience as we have moved towards a resolutionThe steps we have taken so far are
to make sure the insurance claim has been forwarded to the appropriate business partners for review and to have a team return to your home to address the problems you had with the actual installationWe will be closing the Revdex.com case, as at this point further contact will be with the insurance adjustersIf you have any questions or concerns, please feel free to reach out to me directly at the contact information previously provided. Sincerely,Alex S

12/05/2017To whom it may concern,Best Buy has reviewed this order completed processing. At this time, both authorizations have been reversed and the account has been charged successfully. Additionally the product has been shipped and both items are confirmed delivered.
Nevertheless, should the customer have any further concerns, or should further issues arise, please feel free to reach out directly