Best Buy Stores, LP - US Headquarters

Dear Revdex.com Best Buy feels that we have fully addressed our customers concerns in the correspondence that was sent to us on 7/13/We have offered a gesture that the customer has acceptedNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,John S

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed
We have verified with the store that the damages on the headphones are considered "abuse" and therefore the not covered by the terms and conditions of the Geek
Squad Protection Plan
Please refer to the terms and conditions: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat281800050012.c?id=p...⇄ /> We would suggest to call into 1-800-Best-Buy to request a pro-rated refund of the plan since it no longer covers the product
Best Buy will not be replacing/servicing the product considers this case closed
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damages to the headphones are not due to "abuse" as the store is statingThere are multiple incidents of Beats cracking and breaking which is the reason why I purchased the warranty in the first placeAt this point I feel since the warranty is not valid, as per Best Buy, and I will never be able to use the warranty, it will be best to refund the total cost of the replacement warranty that I purchased less than a year ago
Final Business Response /* (4000, 9, 2015/10/07) */
Dear Revdex.com,
In order to get a refund, the customer will need to call 1-800-Best-Buy to request a pro-rated refund of the plan as it no longer covers the product
Best Buy has provided our final stance

Dear Revdex.com - We have reviewed the customer's concerns and located the product that was purchased on the ebay.Newegg "storefront". The Xbox Holiday Bundle is selling for the same price ($349.99) on that site as the customer paid through Best Buy's .com site.
Best Buy's price match policy is clear as to who we will offer to price match, and it doesn't include "ebay storefront" sites. We cannot speak to the price match policy of ebay storefront sites matching other ebay storefront sites, as those orders are managed by a group separately than the BestBuy.com associates. Therefore, we will not be making any offers to compensate the customer as we do not "reimburse" customers for their time, and, as stated above, there was not a valid price match to be processed. Best Buy considers this matter closedRegards, Amy

Dear Revdex.com: Thank you for sending this over for review. I have reviewed the order and confirmed that the current estimated delivery date is still 7/9/16; however, there are many orders allocated for this same item and only three currently on hand, which I am sorry to say, could result in the
fulfilment date being bumped again. However, I have sent this on to the Executive Home Delivery team for assessment and resolution A specialized agent, named Yolanda ***, will be contacting the customer today to provide the most accurate and current data and discuss the customers options

September 2, To Whom It May Concern: Best Buy feels that we have fully addressed Ms***’s concerns that were forwarded to your office as it is my understanding that the issues outlined have since been addressed by our distribution center personnel. Nevertheless,
please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2016/01/22) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionThe customer does has purchased Geek Squad Protection for her headphonesThe customer agreed to the terms and conditions of the Geek Squad Protection when the purchase was made,
which can be found here: https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
In order to receive the value of the item(s) toward another purchase, the items need to be returned during the Return and Exchange periodOnce this period has expired, customers are unable to get a refund or use the previously paid price toward an upgradeGeek Squad Protections do not afford that opportunity eitherAs the manager in the store stated to the customer, in order to purchase the new headphones, the customer will have to pay the retail priceBest Buy will not offer the resolution that is requested and considers the matter closed
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every set that I have purchased I've always bought a year protection plan for the headset....I do have the recipet to prove that....But I was told that YES long as I had the geek squad protection I was allowed within the years to bring them in and swap them out and BE able to pay the difference to get the newest set out....and yes I still have a year or a lol bit longer than a year left on my protection....so I would still like to be able to swap like I was told that I was able to do within my year protection
Final Business Response /* (4000, 9, 2016/01/28) */
Dear Revdex.com,
Bust Buy reiterates its position in this matterWe do acknowledge that the customer purchased Geek Squad Protection for the headphonesThe replacement plan the customer purchased applies directly to the item that was purchasedInformation regarding replacement plans can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/***.c?id=***b Items that are functional that do not meet the criteria for replacement will not be replacedThe customer agreed to the terms and conditions of the Geek Squad Protection when the purchase was made, which can be found here: https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Again, in order to receive the value of the item(s) toward another purchase, the items need to be returned during the Return and Exchange periodOnce this period has expired, customers are unable to get a refund or use the previously paid price toward an upgradeAs the manager in the store stated to the customer, in order to purchase the new headphones, the customer will have to pay the retail priceBest Buy considers this matter closed
Thank you,

Dear Mrs***,Thank you for bringing this matter to our attentionWe apologize for any delay this may have caused youWe try our best to have products available for customer who pre-order the products however we do not guarantee the availability date of said productsFor more information please
visit www.BestBuy.comWe have verified that you were able to receive the phone in question on 8/24/and the promotional pre-order benefits.We are glad to see that you've received the phone and we hope that you are satisfied with your new technology.Thanks,

I am rejecting this response because:
I do not agree with what Best Buy is saying had happened. My laptop was not fixed and working properly when I received it back from themIf it was working fine, I would not be putting in a complaint right now.I am also noting that my laptop was sent out weeks before my GSP was to expire and therefore should not matter because if it was fixed it would have been fixed before expiration.Long story short: I dropped itI brought it in to be checked outIt was sent out to get fixedLaptop was shipped to my homeI used it and it was not fixedWhen I went in to the store the employee told me they didnt have notification in the system for the reason I brought it in to begin withSince it was not fixed properly, Best Buy should honor to fix it no problem since originally brought it in before expiration of GPSI do not want a gift card to that store because I don't want to shop there

Initial Business Response /* (1000, 9, 2015/07/30) */
Hello; I am ***with the Executive Resolution Team at Best Buy corporate headquarters
After researching Mr***' complaint, we have found no evidence of employee fraud, and the store credit will not be replaced as it has been
redeemed
Mr***, I apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
***P ***
Executive Resolution Specialist
Best Buy
***@BestBuy.com
(612) ***
Initial Consumer Rebuttal /* (3000, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because Best
Buy is not accepting responsibly for not securing my funds on the Gift Card, nor addressing any of the issues I raisedFraud was committed at some level that resulted in $being spent of my gift card that I never compromisedI cannot say that there was employee fraud 100%, but I can say it is likelyHowever, with or without employee fraud, Best Buy allocated my funds to a gift card that was not secureBest Buy is responsible to make sure that money could not just be used on that cardSome how that card was replicated and usedI didn't doAs long as I did not do it, not give you reasonable suspicion that I did, Best Buy is responsibleWhen you are given a gift card, you do not give away Best Buy not being responsible if the money is thereUnless Best Buy can articulate a justifiable reason on why I am responsible for the Gift Card balance not being secured and not them, then they owe me a refundBest Buy needs to reasonably articulate and address each issue I brought forth and why they objectA generic response simply like we can't find evidence is insufficientI gave them evidence that can be verified simply with surveillance videoFurther, Best Buy has had gift card fraud happen in the past at Best BuyFinally the major issue isn't whether a employee did it or not, I didn't do itThat is what mattersI only should be responsible if I am responsibleThat card never left my person except with a Best Buy employee
Final Business Response /* (4000, 13, 2015/08/03) */
Best Buy's position remains unchanged, for the reasons cited in our original responseWe recommend that Mr*** work with police
Sincerely,
***
Executive Resolution Team
Best Buy

Sent the following email:Dear *** ***, Thank you for contacting the Revdex.com about your television delivery concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for reviewI am very sorry to hear of your concerns with
the delays in delivering your ** 50” television I have been informed your television delivery was completed. Due to your concerns, I have requested a $*** gift card be mailed to you as an invitation to visit Best Buy again. You should receive the gift card within three weeks at your *** *** *** *** addressThank you again for making Best Buy aware of your concerns. We do appreciate your patronage, and I hope you will let me know if you have any future questions or concernsSincerely, Dean *** Executive Resolution Specialist ###-###-#### dean.***@bestbuy *** ** *** ***

I am rejecting this response because:
The BestBuy price match policy does not state in any capacity that BestBuy will not price match Newegg.com for the prices listed on certain websites which Newegg.com sells competing products including their authorized eBay storefrontAt the very least I am expecting BestBuy to honor the price match and change their policy to reflect these exclusions

Dear Revdex.com, Thank you for bringing the customer’s order concerns to our attention. We have investigated the orders placed and customer was contacted. Customer was informed his orders were outside our quantity limits, which is outlined on BestBuy.com. We reserve the right to
limit quantities sold, including the right to limit or prohibit sales to reseller dealers. Sincerely, Dean ***Executive Resolution Specialist###-###-####

Dear Revdex.com, Thank you for forwarding the customer's responsePlease know that our offices have reached out to the customer and have addressed all outstanding delivery concernsUnfortunately, we are not able to offer any additional discounts or gestures Thank 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 me. You asked for some Numbers all I have is Repair Service Number 00593-***YOUR STORES REFUSE TO GIVE ME ANY FURTHER INFORMATION UNLESS I WALK IN TO A STORE SINCE MY TRUCK WONT FIT IN YOUR STORES THAT'S GONNA BE A PROBLEM ONLY OTHER OPTION IS TO GO THRU A YEAR OF TAX RECEIPTS BUT I THINK YOU CAN LOCATE WHAT YOU NEED EVERYONE ELSE CAN ITS AN HP NOTEBOOK PURCHASED AT MISSOULA MONTANA STORE IN AUGUST

Dear Revdex.com,Thank you for bring this concern to our attentionBest Buy has been in contact with the customer, and we have come to a resolution on this case. Thank youGail D

Initial Business Response /* (1000, 5, 2016/01/22) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the Geek Squad protection plan for your iPhoneMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyDuring the period of repair for your phone we used refurbished parts to fix your phoneIt states in the terms and conditions of your policy that the parts would come from other devices for repairOn 11/27/per service order number *** your pone was dropped and had a shattered displayWe replaced the phone through the rapid exchange process so Best Buy has made you whole in regards to your iPhone
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tyrus, thank you for your responseI understand that I received a refurbished phone as a replacementHowever, the replacement parts should be authentic Apple parts if Best Buy is an authorized service provider
Final Business Response /* (4000, 9, 2016/01/25) */
The parts were refurbished as it states in the terms and conditions of the Geek Squad policy

12/19/2017To whom it may concern,Best Buy has reviewed the situation and offered options to customer. As a one time gesture we have agreed to issue a credit back for the difference in price for condition of the open item device the customer purchased. Should any further issues develop,
please do not hesitate to reach out directly for assistance

Dear Mr***,Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused youWe have verified the phones were returned within policy however the carrier may not have been made aware so the account wasn't closedWe have engaged the store teams in
order to rectify this matterWe will continue to work on a resolution for you.Thanks,

Dear Revdex.com: Thank you for sending this on for review. A restocking fee is an industry-standard charge applied when returning an unlocked/no contract device and is disclosed in our Return & Exchange Promise
, which receipts refer customers to view online:Cell Phones with a Carrier Contract and Unlocked PhonesYou can return or exchange cell phones with a carrier contract and unlocked phones within daysLike the carrier stores, we have a charge ($35) for return or exchange of these productsThis return period and charge also applies if you are a My Best Buy Elite or Elite Plus member

Dear Mr***,Thank you for bringing this issue to our attentionAs per our discussion, Best Buy considers this matter concludedIf there are any other issues, please reach out to me at the information I providedAgain, we apologize for your poor experience and thank you for your continued
loyalty.Sincerely,Alex S