Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ Dear Revdex.com, We have provided the customer with an in store exchange in order to resolve the customer's issue Kind regards, Best Buy

Thank you for sending this for reviewI have reviewed this and do not see any new information addedI am sorry that there have been issues communicating and getting assistance through [redacted] Unfortunately Best Buy hands are tied in this situation due to [redacted] and the Consumer Product Safety Commission requirements, customers must work with [redacted] to have recall satisfiedWe understand that this has caused a huge inconvenience especially that you will have to purchase a new washer we are unable to help with the difference or help pay for a new oneI have created a new case for this complaint which is [redacted] I am sorry for the delay in getting back to you.Best regards,Karla [redacted]

Dear Revdex.com, Best Buy feels that we have fully addressed Mr [redacted] 's concerns that were forwarded to your office in our previous response and we maintain our positionThank you for giving us the opportunity to address Mr [redacted] 's concernsMr [redacted] received a refund for the full price paid, per his warranty plan, for the TV he purchased in He purchased and returned TV's before purchasing the last on one 5/27/The TVwas priced at $4,499.99, with discounts the store applied, Mr [redacted] final price was $3,Best Buy does not price match vendors advertising a no tax discountThank you,Gail D

Dear Revdex.com,I connect with [redacted] over the phone and apologized for the poor experienceI informed that that this unit is outside of our Return Exchange period and verified that the unit was repaired and workingI recommended that she keep using the unit as she does have an extended warranty that would offer peace of mind.As a gesture, I offered to purchase her next warranty if this unit fails within its extended warranty period.Regards,Ash

Revdex.com, Thank you for bringing this to our attentionPlease know that we do have a Return and Exchange promise of daysThe customer was well beyond that timeframe; however, as a onetime gesture in good faith, I have issued the customer a refund for half the cost of his orderThe total refund is $I personally connected with the customer on this matter, and sent his additional concerns about the store's service level to the appropriate parties for internal reviewWe hope that we were able to repair the customer's faith in Best BuyThank you again for allowing us the opportunity to address these concerns Regards, Sarah L

I am rejecting this response because: Best Buy Stores, LP - US Headquarters denies being liable for reimbursing the value of my [redacted] laptop and the [redacted] external hard drive because the “No Lemon Policy” Clause is no longer active in my GSP after being renewed on 02/21/and the purchases are outside the 15-day return period, My complaint does not fall under the guise of the “No Lemon Policy” because the problems that my laptop is experiencing is directly attributed to the faulty repairs done by Geek SquadIt is clear to see that my laptop’s problems are not a result of the screen flickering issue and in fact the laptop plainly states that the battery that Geek Squad installed is either not connected properly or the battery itself is faultySecondly, the other issues that my laptop is currently experiencing is derived from the motherboard and were not present until Geek Squad replaced it said motherboardThis complaint is addressing the liability that Geek Squad has for damaging my laptop through neglectful work on their employee’s part as well as damage to my hard drive while in the possession of Geek Squad employeesI am not asking to return my laptop and hard drive, I am stating that Best Buy Stores, LP - US Headquarters is liable for the damage created by their employees

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention At this time with the information provided we don’t have a record of the purchase to find a resolution for the customer If the customer could provide more information we would like to do additional research in providing a resolution Best Regards,

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer During the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the manufacturer's responsibilitySharp strictly holds Best Buy to these conditions We highly recommend that the customer continues to work with Sharp and makes them aware of his concerns If the manufacturer is not able to repair or replace the item, the customer can request a Return Authorization (RA) from Sharp that can be fulfilled at Best Buy Best Regards, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your not doing anything for usThis is why you have lost our business for lifeYou need to stand behind big ticket electronic items for all of days, not Now its been fixed twice and sharpe will only replace it if it breaks a third timeWhich it very well may, but now we won't know that until the summer time when the cottage is opened again this tv gets turned on again, granted it has not turned its self on againdays after purchase it breaks, and you won't exchange the televisionNow we have had it fixed twice and the table scratched thanks to the repair manIts just unbelievable this is the customer service from a big box retail storeIts a learning lesson for us and everyone I tell the story tooDon't buy from best buy they don't careWalmart return policy is days, and even if it works I can still return it! Your is defective and you stick the customer with it! Then make them wait 7-days for a repair, its just the worst customer service I have ever expereicened and I used to manage a retail store! I guess ill have to think about who maybe be able to help me because you clearly will notIll probably buy 10+ TVs in my future and not a single one will be purchased at your story, best buy, as long as you have a return policy that isn't worth the paper its printed on

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the expired promo code for the joystick purchase to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the promo code in the package from the manufacturer was expiredWe have credited their online order (BBY01- [redacted] ) $and for a better Best Buy experience, sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately 10-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,We have contacted the Mr [redacted] and he informed me that Samsung is sending a Technician to replace the back of the TV in question.I have requested that the customer provide me with photos of the defect so we can keep them on file should the problem reoccur.Best Buy considers this matter resolved.Thank you,Larry S

Dear Revdex.com, Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position Mr [redacted] will need to work directly with DJI to file a warranty claim Thank you

Dear Revdex.com,Best Buy feels that we addressed this issue effectively in our previous response, and we will not be providing it additional considerationWe are unable to provide an exchange on any product that has suffered cosmetic damageThe description of the phone provided by the customer indicates that the phone has been scuffed, which is considered cosmetic damageIf the customer has questions about our return and exchange policy, we encourage him to visit BestBuy.comNevertheless, please forward any new information and we will respond accordinglyThank you for making us aware o fthsi issueBest,Cassie E Exec Res Sr

Dear Revdex.com,According to the terms and conditions found on Geeksquad.com for the warranty purchased, Best Buy reserves the right to offer a comparable unit or a store credit for the value of the unit in today's market not to exceed the price paid.Based on these terms and the fulfillment completed, Best Buy abided by the terms and conditions of the warranty purchased.As a one time exception, Best Buy has issued a $gift card to offset the difference between the store credit provided and the cost paid for the unitThis will arrive in the mail with in 2-weeksThank you, Ash E

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Dear Revdex.com, Thank you for bringing this to our attentionOn 10/27/our D'Iberville, MS store management team processed a complete refund on the customer's Mac 27" Retina Display computer as requested Thank you, Dean [redacted] Executive Resolution Specialist ( [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the gas range delivery and installation service to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installations [redacted] ’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Tracy [redacted] who will contacting [redacted] directly and resolving their concerns Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com: Best buy has resolved the issue and since reimbursed me for the item via gift card I want to thank everyone who assisted us in revolving the issueI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 18, 2015/09/23) */ Dear Revdex.com, Thank you for bringing the customer's 60" [redacted] television replacement concerns to our attentionWe have contacted our Murfreesboro, TN store management team regarding the customer's requestThe [redacted] television's Geek Squad Service Plan coverage allowed the store to provide an in-store voucher to replace the television up to the original purchase priceAt the time of exchange, the 60" [redacted] television was offered as an option, because it provided a comparable product and met the customer's price requirements Sincerely, Dean [redacted] Executive Resolution Specialist (612) [redacted] Initial Consumer Rebuttal / [redacted] (3000, 20, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just because I got original [redacted] tv at discounted price should not have made me downgrade to a [redacted] there was a [redacted] at store that had same features as mine and less feature then the [redacted] this [redacted] has a terrible picture compared to the [redacted] Final Business Response / [redacted] (4000, 24, 2015/10/07) */ Dear Revdex.com: Best Buy feels that we have fully addressed the 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, Dean [redacted] Executive Resolution Specialist (612) [redacted]

Dear Revdex.com:Thank you for giving us the opportunity to resolve this concernBest Buy and the customer have agreed on a resolution to this caseThank youGail D

Revdex.com, Thank you for bringing this to our attentionPlease know that this product was of limited quantities, and we will not be honoring the customer's requestOur terms of use state that we are not responsible for canceled ordersThank you Regards, Sarah L

Dear Revdex.com, Thank you for bringing the customer’s order return concerns to our attentionCustomer’s total purchase refund has been processedDue to the customer’s delivery/refund experience, a $ [redacted] Best Buy Gift Card was issued to [redacted] and business partner Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-####