Best Buy Stores, LP - US Headquarters

Dear *** ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate HeadquartersI apologize for the difficulties you experienced with getting your Mac Book Pro repaired / exchangedPer our
phone conversation I am pleased to hear that we were able to provide an exchange for you today 3/31/and that the matter is resolvedThank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolvedSincerely, Larry S *** ** *** ***

I am rejecting this response because:My problem is not simply with a $fee My issue is that by not addressing this with the store and refunding the fee, you are in essence enabling your employees in that store to extort customers under the guise of state law It is perfectly reasonable (and I'm sure legal) for Best Buy to impose a fee; however, it is entirely another situation when the Best Buy as a corporation is condoning lying to customers to get them to pay the fee when there are other options that either don't cost anything or cost less (that means the $fee is not required by Minnesota law) I would think it advisable for this to be addressed not only with this store, but with Best Buy in general If Best Buy as a corporation is okay with customers being lied to get them to pay their store instead of another under the guise of supposed state law, then I will need to involve the Attorney General's Office Please let me know

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 review.We are very sorry to hear about the described difficulties experienced in an effort to return the mentioned TVAt
this time, we have partnered with store management ( Ops Manager, Jacob) who has agreed to process a refund, assuming the TV would meet the regular required criteria for a return to be processed (no damage prohibiting functionality, all accessories present, etc.) We would be happy to invite our customer in at their earliest convenience that we may proceed with fulfilling this requestWe sincerely apologize for any frustration and inconvenience experienced, and greatly appreciate the opportunity to assist in providing a resolution.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

August 18, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as the store staff has since resolved the matter with the customer by offering an exchangeNevertheless, 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 (Revdex.com): Thank you for bringing *** ***’s concern regarding the auto installation and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations with
the auto installation serviceThe refund was processed by our Houston store (#***) for the amount paid, $back to the MasterCard credit card account on 09/06/We have sent a copy of the refund receipt to *** ***’s email address Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team

Dear Revdex.com, Thank you for bringing this to our attentionWe are truly sorry for any frustration and inconvenience this has caused. Our Appliance Delivery and Installation Escalation team has been working with Mr*** throughout this experienceOur records indicate that a case manager
from that team contacted Mr*** and confirmed that the delivery occurred Mr*** was also provided a credit card refund on 1/18/for $as a customer service gesture for his experience. Sincerely, Dan ***Senior SpecialistBest Buy Executive Resolution Team

Dear Revdex.com - We have reached out to Mr*** and are addressing his concerns. Mr*** now has a direct line of contact with Best Buy's corporate offices and we are closing our Revdex.com review of his concernsRegards, Amy

Revdex.com, Thank you for bringing this to our attentionPlease know that we would never want to disappoint our customersI have personally reached out to Mr***, who has a resolution in place with our Delivery CenterThe Delivery Team will be picking the units up for return and refund, and have
placed a new order for the seats as wellIn addition, for the time and frustration, I have issued a $*** credit to the customer's order as we feel it is the right thing to do considering the experienceWe also discussed poor service that was received when calling in to our offices to receive helpPlease know that I will be looking into this as wellThank you again for allowing us the opportunity to address these concernsRegards, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionOur records indicate that MR*** contacted our offices in July and she was advised to the her computer to our Geek Squad precinct inside our store so that we could send it out for repair under the
manufacturers warranty. Our notes indicate she did not respond to this offer however she can still bring it in as it is still under the one year manufacturer warranty periodIf this does not work for her, she can contact *** directly for service options directly through them under their warranty. Thank you

Dear Revdex.com: Thank you for this informationI was not able to locate an order by the customer's name, e-mail, or phone number provided hereHowever, Best Buy partners with Sedgwick for all damage claimsIf I'd had an order number to validate, I could have forwarded this matter onto my contacts, as a
courtesy; however, since I do not have that detail, the customer may call them directly at ###-###-####Thank you!

Dear Revdex.com: As an exception, I processed a refund for $392.19, which will be sent via check in US Mail and arrive in 7-business days

I am rejecting this response because: Best Buy corporation is NOT sorry for my experienceThis response proves that Geek Squad employees are not doing jobsNo service tickets createdI am sure that my presence could be substantiated by camera at the Arlington location Geek Squad is a scamPushing a service and can't or refuse to render service I did not say assist me with uploadsI purchased a new computer because I was told by a Geek Squad employee that computer repairs could take a few weeks at the Irving location (basically service request are not completed on locationI took two computers in for repair (two location)Basically told they could not do anything! This seem to be a common theme with Best Buy response to compliantSlighted again because the person responding to the complaint did not acknowledge my issue (basically do not want to grant refund)! Why request that I keep traveling back and forth to a store? Again costing me more money and time refusing to compensate me for gas and time (a different town)

I am rejecting this response because: I have responded to best buy as below and I have called and left message with *** ***.*** *** Aug at 11:32 PMTo*** ***Message bodyHello,I was away travelling outside the stateI did not get chance to try my new TV till few weeks ago.I just need to exchange or fix TV.I will call you on Monday to discuss this matter in person.Thanks for your help.Sent from my T-Mobile 4G LTE Device-------- Original message --------From: "*** ***" <Makayla.***@bestbuy.com> Date:08/16/2017 4:PM (GMT-05:00) To: [email protected] Cc: Subject: Best Buy- Revdex.com Hello, My name is *** and I am reaching out regarding your Revdex.com inquiryThank you for bringing your concern to our attentionI attempted to reach you on the phone number provided and have left you a voicemail. I will need a little more information on your complaintYour television was purchased 5/29/and you state the issue occurred on 8/3/There is some time between the purchase and the television breakingCan you please give me more detail on this? I look forward to your reply. Thank you,*** ***Best Buy CoInc.Executive Resolution SpecialistEnterprise Customer Care###-###-####makayla.***@bestbuy.com

Dear Revdex.com,Thank you for bringing this to our attentionWe are truly sorry for any inconvenience this has caused.Our records indicate that Mr*** has been corresponding with Deysha from our Social Media TeamWe are happy to learn that Mr*** was able to pick up his computer from the store
on 11/We apologize for the delay. Please let us know if Mr*** still needs assistance. Sincerely, Dan S

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concern regarding the My Best Buy membership account to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter
receiving Mr*** Revdex.com complaint, we contacted consumer directly and partnered with our My Best Buy support teams for resolutionThe My Best Buy support teams corrected Mr*** membership account in being merged with another customer and have provided a new Gamers Club membership for Mr*** Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Revdex.com:I accept the response by Best Buy with two conditions:1) In addition to this complaint I filed a dispute on my credit card for $185.71, for which a credit has been issued to me on a temporary basisAll Best Buy needs to do is to not contest that disputed amount.2) The matter of my missing Lou Reed CD was not addressedPlease inquire how Best Buy plans to handle that issue. Thank you,*** ***

Dear Revdex.com, Based on the information provided, I was not able to locate any record of *** ***'s purchases or repair history with Best BuyIf you could please have her provide the phone number associated with the repair or the service order number, it would greatly assist me so I can look
into this further. Thank you, Dan S.Best Buy Executive Resolution Team

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.per my conversation with the rep the returns were not excessive and I hope they continue to provide additional training to employees

I am rejecting this response because:
Because as stated in my complaint the phone was defective & I tried to return it twice within the day time frame have witnesses Best buy can say what they want I will NOT ever buy anything from them again

I am rejecting this response because: this is not a good business practicei am a consumer and a customerwe're not talking about receipt being unavailable herethe case here is verbal/oral agreementBianca their sales associates approved my return orally and she gave me an exemption for not having the receiptshe said to me ;i will go ahead and talked to the manager - the manager (Robert) approved the exchangeBianca told me that she will go ahead and get the 128GB Ipad Pro incheswhen I asked her if they do a price match with Staples, this is where it got diceyshe said I will checked with the manageri showed them the Ad Price at Staples at the timethe Ipad Pro 128GB inches has a sale price of $at StaplesRobert asked Bianca to call Staples if it's available and it it's not a limited item Bianca can go ahead and do the exchangethey were able to verified that it's indeed available at that priceAfter verifying she told me OK I will do the exchange and get the 128GB Ipad Pro then she called the manager (ROBERT) and that's when everything went downhillBianca approved the exchange without the receiptthis is a gift that was bought at best buyBianca gave me an exemption to do the exchange without receipt so don't tell me that you will not accept the exchange without receipti got an oral agreement from Best Buy workersthis is not a good business practiceso they can just tell a customer one thing and do another thingthis is not acceptableBest Buy and myself have a verbal/oral agreement that they will accept the exchange and that they will price match the ads at StaplesTHIS IS AN ORAL/VERBAL AGREEMENT that they trying to get away fromAs a Business entity that is selling goods to the customer, this is not a practice acceptable to the consumersIt's not about me doing an exchange without a receipt but it's about Oral/Verbal agreementIf this is a Best Buy practice of lying to the customer then they don't have any business of selling goods to the customerYou don't give an Oral/Verbal agreement to your customer and then lieThey keep on saying that I don't have receiptthat's not what I am complaining aboutwhat I am complaining is they gave me an ORAL/VERBAL agreement.1) they approved my exchange and Bianca gave me an exemption for not having the receipt.2) Robert asked Bianca to call Staples and check the price match of $for a 128GB Ipad Pro inchesRobert told Bianca if they have it then go ahead and approve the exchange. then all of the sudden they turned around and disapproved my exchangewhy - I met and they have verified everything to warrant an exchangecan any business let alone Best Buy do this to the customer? if they can do this kind of practice - of lying to the customer- then it's not a good Business practicethey shouldn't be in this kind of business. PS: Verbal agreements and oral contracts are generally valid and legally bindingThey agreed to accept my exchange and price matchthey they turned around and lied and told me they can't accept the exchange for reason that Bianca and Robert couldn't even tell methey can't tell me any reason. thanks,*** ***