Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/02/25) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
Unfortunately, the service technician was delayed at another appointment and the work has been completed
today
We will now close our case as the customer's desired resolution has been fulfilled
Best Regards,
Initial Consumer Rebuttal /* (2000, 7, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their customer service response time was poor, a technician was sent over an hour and a half after the scheduled appointment and the washer was restored to working condition

Dear *** - Thank you for the additional information. We have reached out to the store and gathered more information. According to the store managers, your new SD card was corrupted in formatting, and because the pictures were not backed up, there is no way to retrieve them. Unfortunately, Flash Drives and SD cards do not function in the same way that a computer hard drive does, therefore, when files are lost there is no way to retrieve them. Based on the information that we have received, it was not the fault of our associate, but rather a common problem with SD cards and formatting. There is no way for anyone to "compensate" you for the loss of pictures, as there is no way to put a price on anyone's personal memories. Because we are sorry that this unfortunate incident occurred at all, we would like to offer you $*** as a customer service gesture. We will request a check be mailed to the address listed here on your complaint. The check can take up to three weeks to be received by you and please note that it will be mailed in a plain white envelope. Again, we are terribly sorry for the loss of your pictures. Thank you for giving us the opportunity to resolve this issue for you.Regards,Amy

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case After receiving Mr***’s rebuttal, we contacted the Appliance Escalation teamThe Appliance Escalation team has informed us the online order purchase was cancelled and Mr*** was refunded and confirmed this to Agent *** they have been credited back Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

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 inconveniences our customer has experienced in their efforts to return
their itemLike many retailers, we use a third party to help track return and exchange historyIf this third party company, The Retail Equation, cautions or denies a return, our customer can request a copy of their Return Activity Report by calling ###-###-####If our customer wishes to dispute the information on this report, they will need to work directly with TRE for further assistance as Best Buy is unable to offer assistance in this matterWe sincerely apologize for any inconvenience this may cause. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com - The customer will need to contact the toll free number listed in our original response to gather additional information. Our policy is also clearly communicated on our website at the URL provided in our original correspondence.Thank you,Amy

I am rejecting this response because:
I returned a non functional and falsely advertised product back to the store to get my $back. Once the problem has been solved, pls provide replacement free of charge

Revdex.com, Thank you for brining this to our attentionPlease know that the units were on backorder, and the customer did not wish to wait for us to check our inventoryWe canceled the order per the customer's requestRegarding the customer's ask for compensation for lost wages and emotional
distress, please know that Best Buy does not offer compensation for eitherThat being said, our team did reach out in an attempt to talk to the customer about the experience, and perhaps offer a gesture for the inconvenience Thank you again for bringing this to our attention Regards, Sarah L

Dear Revdex.com, Thank you for making Best Buy aware of this issueAfter reviewing the customer's order, we were able to provide a refund in full the the customer's original form of paymentWe are sincerely sorry for the long delay. Please let us know if you have any questions. Kindest
regards,Cassie E Exec Res Sr

Dear Revdex.com,Our records contradict the customer's responseAlthough, the customer received an email of intent to bill; this does not mean that the payment was successfully processed.Can we please have the customer provide a billing statement showing the charges on his account and have the original email of intent to bill forwarded to my e-mail address?***Kind regards,Ash E

Dear Revdex.com, Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience or concern this may have caused the customer Best Buy, like many retailers, utilizes the The Retail Equation to help prevent losses and to keep prices low and consistent for
customers by detecting improper or excessive returnsIf The Retail Equation (TRE) notices a pattern with return habits, or notices the return rate is higher or consistent with purchase history, they will enlist a day warning first and a full year return ban to prevent excessive returnsThe information collected by TRE is in a very secure database that helps us validate future returnsThis information is available on BestBuy.com and can be found here: In looking at her purchase history, we do see a watch that was returned yesterday as an exceptionAt this time, Best Buy considers this matter closed Sincerely,Kelsey F

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mr*** directly and have been able to clear his account to allow for price matches and or
returns/exchanges within our policy. We have explained the process going forward as well. Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding the matter has been brought to our Executive Resolution Team for proper review. After review of the Gift Card fund it looks like the Gift Card has been
processed and sent to the customer in the amount of $75.00. At this time we consider this matter closed Best Regards, Amanda H

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concerns regarding the TV purchase price request and My Best Buy loyalty membership points request to our attention Our Iselin store (#***) contacted Mr*** today (Monday August 15, 2016) in providing the
price adjustment and our corporate office added 14, points ($in certificates) to Mr***’s My Best Buy loyalty membership accountThe points will be visible in their account in approximately to hours Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/12/29) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the Geek Squad Protection (GSP-R) Replacement plan purchased with the Xbox headset to our attention
Best Buy deeply apologizes for any frustration
this situation may have caused and disappointed we did not meet their expectations*** purchased the GSP-R plan as noted on the front of the receipt received at the time of the purchase; Accidental, Damage, & Handling (ADH) is not offered with this plan and the purchase receipt confirms ADH coverage was not purchased or part of the GSP-R plan purchased with the Xbox headsetThe purchase receipt *** received states the following:
2YR 50-N
2YR 50-ENT GSP-R
GSP# ***
SKU # ***
EXP DATE 06/30/
The GSP-R coverage under the Terms & Conditions (T&C) notes in the following hyperlink below:
IWhen purchased, a GSP-R Plan provides for the replacement of your Covered Product when it is determined by us to be defective as a result of useIf we make such a determination, we will replace your Covered Product in accordance with the replacement terms in Section If the Covered Product is a CD, DVD, Blu-Ray disc, video game software title, we will replace it with the same product you purchased as described on your receiptIf the same product is no longer available, you will be reimbursed by us in an amount equal to the current purchase price of a product similar to the Covered Product
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ /> When customers sign the point of purchase box to verify signature, the customers agree to the T&C of the Geek Squad Protection (GSP-R) Replacement and plan terms would be sent to them via email address they provided or handed a physical copy - and available on our website too
We only offer this for clarificationThe Best Buy store based on above T&C determined the headset that snapped was not part of use and would be denied coverage under the GSP-R plan
As a customer service gesture, we will be sending a $*** Best Buy gift card from our corporate office (covering the purchase cost)The gift card should be received in approximately to business days
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Initial Business Response /* (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
***
Executive Resolution Specialist
(***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have to add that I am so totally disappointed in the responses of Best Buy that I have to take the position of notifying as many parties as possible of the serious items that happened at Best Buy including the wrongful shipment of goods charged against my account to some location in Houston, TX I am told but Best Buy would not be cooperative enough to even give me and parties representing me the full addressBest buy has some serious billing problems. Sincerely, *** ** ***

Dear Brad, 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 Headquarters. I am very sorry that the Early Tip Off digital content was not included with the NBA2kGold Legend
edition for the Xbox One. The digital content information should have been included in the box from EA and was not something Best Buy was responsible to provide separately We have been able to acquire the Gold game content code which is supposed to include all the ETO content for you from EA. The Code has been emailed to you directly. If you should have any problems with the code you will have to contact EA directly for assistance Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com,Thanks you for bringing this matter to our attentionWe have reviewed the contract in question and unfortunately it had expired in Feb and was not renewedGeek Squad Tech Support and anti-virus plans cannot be renewed after they've expired.We have also verified that the store has
sold a new year plan on our 24/Support with anti-virus at a discounted price for this customer.Best Buy has addressed and resolved this matter and considers this case closedFor further support with the new plan, please call 1-800-GeekSquad or visit www.GeekSquad.com.Thanks,

I am rejecting this response because: Best Buy isn't doing anything to make up for misleading me. I am done shopping at Best Buy, because their customer service sucks. I will spread the word on how I was lied to by them. You need to take a class in ethics MrAsh. Your company is a joke

Dear *** - We're sorry to hear that you've experienced such challenges with your appliance delivery and installation. This complaint is being responded to by the corporate office, however we are do not handle these concerns from the corporate location.
We have escalated your complaint to the Appliance Customer Care team who works with delivery and installation teams in your areado That team will be in touch with you at the number listed on your original order. Regards, Amy C