Best Buy Stores, LP - US Headquarters

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. At this time the customer’s dedicated specialist had reached out to the store to work with the local leadership where
they contacted the customer, set up a time to facilitate the return. After review we have confirmed the customer has been taken care of and given a full refundBest Regards, Amanda H

Dear Revdex.com - We have refunded the $for the Kaspersky download that was sent to the customer. The agent who cancelled the order failed to cancel the downloaded item, as well, hence the remaining charge. Regards, Amy C

Dear Revdex.com,Based on information provided from Mr*** and United Stated Postal Service the package was delivered to his place of residenceMr*** will need to work with his local law enforcement agency and the USPS to resolve this concernWe have, however, provided Mr*** with a one
time customer service gesture. Thank you,Gail D

Dear Revdex.com, Best Buy has attempted to make contact with the customer to assist with this order, without successIn order to move forward, the order must be recreatedAt thsi time, we advise the customer to work with her local Best Buy store to recreate and scheduled the order. Thank you
for your time and patience. Kindest regards,Cassie E exec res Sr

Dear Revdex.com,Thank you for providing additional input regarding this matterThe customer purchased a refurbished computer from Best Buy on May 23, with an month manufacturer’s warrantyBest Buy warranty protection can often but not always be added to a purchase under the umbrella of a Geek Squad Protection (GSP) which is always an additional feeGSP’s are not included automatically on any purchaseWe understand there may have been some confusion during the chat session; however, the associate never indicated via chat that the customer was getting a GSP on the deviceThe associate verified the month warranty on it which is the manufacturer’s warrantyThe terms and conditions of the warranty are specific to the manufacturer and not able to be altered by Best Buy in any way verbally or via a chatSince we are now past the return and exchange window, Best Buy will not be able to take a return and issue a refundBest Buy considers the matter closed.Thank you,David M

Initial Business Response /* (1000, 7, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this to our attentionWe have reviewed Ms***'s inquiryOur records indicate that we have delivered and installed the correct product on 01/04/Best Buy considers this matter resolved
Please
forward any additional concerns to our office and we will respond accordingly
Thank you,

I am rejecting this response because:
Regarding case #***, I have received an email from Best Buy that the verification issue has been corrected and I can proceed with my purchase of a cell phone However, they have NOT indicated that the holiday promotional sale price will be
honored, and I was previously told that it would not This is the major point of my dispute I could have gone to the carrier to pay full price I went to Best Buy because of the holiday sales price Therefore, please consider that this is still an open issue I am requesting that they honor the sales price since the verification hold was unfounded to begin with Thank you so much for your assistance

Dear Revdex.com -The customer's decision to purchase a computer during the repair of his original computer under the manufacturer's warranty is a separate issue from his original Revdex.com complaint. This is not a rebuttal. Regards, Amy C

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer. The customer contacted us through our forums at Best Buy, and it was explained to him the store made an error and were unable
to sell the video game to him at that timeThe customer’s comments have been made available to management for reviewI have requested a $** Best Buy gift card be sent to the address provided to the Revdex.comPlease allow 10-business days for it to arrive. Regards,Kathryn S

06/05/2018To whom it may concern,Best Buy has reached out to the customer and reviewed the situation. As of 06/05/the customer has confirmed that his account has been credited by the carrier and the issue is resolved. Nevertheless, should any further issues arise, feel free to reach
out directly

Dear Revdex.com,Best Buy feels that we addressed this in our previous response, and we will not be providing it additional considerationBest Buy will not price match non identical items, and the serial numbers do not match. Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

Dear Revdex.com, The Super Nintendo Classic Edition was in very limited quantityWe were trying to be as fair as possible to allow all of the customers that were in the store the ability to purchase the system. Best Buy reserves the right to limit quantities and in this case since some customers
were trying to purchase multiple systems, the store was trying to do what they could to make them available to every customer that wanted one. We apologize if Mr*** and his family had a negative experience and we will make sure local leadership is made aware so it can be addressedHowever, we are unable to provide Mr*** with an additional Super Nintendo Classic Edition. Sincerely, Dan S.Best Buy

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We have found the customer was not refunded as promised and will be following up with them directly to ensure the matter is fully
resolved. Thank you again for bringing this concern to our attention Sincerely,Kelsey F

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the electric range delivery and damage claim to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations when the claim has taken longer than expected
Best Buy has retained the services of a third party administrator for Best Buy's general liability policy, Gallagher Bassett, to address any customer-related damage claimsOnce information regarding a damage claim has been received by Gallagher Bassett, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue
The claim (#***1) is being handled by Gallagher Bassett and they have tendered the claim to the 3rd party delivery company and they contacted *** *** on 8/27/in updating them on the open claim*** *** can contact Gallagher Bassett directly at *** for update status
Thank you again for making Best Buy aware of this situation
Sincerely,
***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet been reimbursed for this lossI would appreciate reimbursementI have made seven different calls to address this, but still have not been reimbursed
Final Business Response /* (4000, 9, 2015/09/02) */
Hello Revdex.com,
We are following up on our previous response to *** ***'s Revdex.com case
As we outlined in our previous response, the claim #***is open and being handled by our claims department team Gallagher BassettGallagher Bassett has tendered the claim to the 3rd party delivery company in processing the claim and they have contacted *** *** directly on 8/27/in updating them on the open claim
For updates or status of the reimbursement check under open claim #***1, *** *** would need to contact Gallagher Bassett directly at ***
Best Buy feels that this has been addressed appropriately and will not take further action on this issue
Respectfully,
***
Executive Resolution Team
Best Buy Corporate Campus

I am rejecting this response because:
https://www.youtube.com/watch?v=qqVtm6Jwuto

Dear Revdex.com, Please direct the customer to review the orderIt does show as shipped with tracking for FedEx,***We are unable to cancel the order as it is in transitIf the customer no longer wants the item they are able to return the item in store or via a return label for FedEx
Thank you,Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attention. Best Buy has reviewed the purchase of the air conditioner and Geek Squad Protection (GSP) plan. The GSP does run concurrently with the manufacturer’s warranty in the first year and may cover issues the manufacturer’s
warranty does not. On the purchase receipt, the expiration date of the GSP is clearly documented as 5/9/2016. Best Buy considers the matter closedThank you, David M

Dear Revdex.com, Thank you for bringing the customer's return concern to our attentionOur online warehouse has received the customer's returned products and have processed a total refund of $on orders # BBY01-*** and # BBY01-***Refunds would go back to the original form of
payment.Thank you,Dean ***Executive Resolution Specialist###-###-####

February 15, To Whom It May Concern: Best Buy feels that we have fully addressed *** H *** Jr’s concerns that were forwarded to your office as our store leadership made offers of exchange and explained that we cannot supply a service plan on the product at this
time. We apologize if Mr*** is not happy with the offers made however, we stand behind our store leadership’s decision in this matter. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** SrExecutive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:Does not address the issues at hand. Had already gone thru the "Call BestBuy to place another order" route which simply added to the frustration. Had already gone elsewhere for the item needed.The response did not address the following key complaints:1) "information not verified" was never explained as to "what" info was suddenly unverifiable given the fact that I had placed orders with Best Buy using the same account and identical information before.2) BestBuy's own processes are not being followed. To date, I still have not gotten the "call out" from the Verification Team as described voluntarily by Best Buy's own customer service rep. Why have a policy and "resolution process" when it's not utilized.3) Most importantly, as mentioned in the original complaint, the rep and supervisor, who falsely claimed my address is a "warehouse" and advised me "never to order from that address again" need to be fully reprimanded. Otherwise, they will simply repeat the same mistake/lie/incompetency again. They claimed they used "google" to check my address and insisted that it's a warehouse. Unbelievable