Best Buy Stores, LP - US Headquarters

I am rejecting this response because:Go Pro has issued us a replacement for the drone, as soon as we receive it we are expecting Best Buy to fully refund our purchase with no exceptions as your excuse was to not do the return because the item was damaged, now we will be returning you a brand new and fully working drone back We tried to return your product that you sold to us that malfunctioned since day one and Bestbuy refused to fix the issue from the beginning

Initial Business Response /* (1000, 10, 2015/07/08) */
Dear Revdex.com,
Thank you for bringing*** concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy feels we have not deceived the customer with the return period as the
customer's receipt shows we have a 14-day return period on Phones and Carrier Connectable Devices for all customersThe customer should contact the manufacturer for warranty assistance
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The receipt doesn't say the day period including the first day of purchaseWe purchased the phone at 4:21pm of that Sunday 21st, so as my understanding a day is hours and till 4:21pm Monday 22nd is considered as dayTherefore, when I came back to the store on July 5th noon, it was still within day periodThe reason both my brother and I were upset is your Best Buy employee did not inform us on the day of purchase that the day of purchase is considered day All he told us, "You have days to return the phone." I have read on the fine prints plus the Best Buy website, and there was no where saying that the day of purchase is considered as first dayIf we were well informed from your employee, we wouldn't come back on July 5th but the 4th already since the phone has some issuesBesides when I called and spoke to your corporate representative who told me that Best Buy could write a note saying that customer will return the next dayThen I'd be able to returnHowever, when I got transferred to a different representative, she told me to talk to the store managerBesides, the store manager didn't try to help us in first placeAll he said was, "There was nothing we can do about it." How can Best Buy always promote customer service satisfaction when your store manager didn't even try to help?
Final Business Response /* (4000, 14, 2015/07/10) */
Dear Revdex.com:
Best Buy feels that we have fully addressed*** concerns that were forwarded to your office in our previous response and we maintain our positionThe customer's receipt shows we have a 14-day return period on Phones and Carrier Connectable Devices for all customersThis return period starts on the day the customer acquires the productBest Buy will not be accepting a return or exchange on the phone
Regards,
Kathryn S

Dear Revdex.com, Thank you for bringing Mrs*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer I spoke with the customer about the issue last week, and have since left three messages requesting a call backI will
provide another update once I’ve spoken with the customer Regards, Kathryn S

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 I left the customer a voicemail and also sent an email with details of the resolution to this issue Best Buy
considers the matter closed Regards, Kathryn S

Thank you for contacting Best Buy through the office of the Revdex.com about you Gamer's club unlocked accountMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about any confusion that you have experienced regarding
your 20% 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 companyAs per the terms and conditions of the Gamer's Club unlocked program, the 20% discount is can only be applied toward physical softwareThis refers to games only, and does not apply to hardwareThe Sony PlayStation VR bundle is a hardware bundle, though it does come with a free bonus game, and so is ineligible for the discountPlease refer to the terms and conditions of the Gamer's Club unlocked program, available at BestBuy.com, for more information.Again, I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situation. Sincerely,Cassie EExec Res Sr

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your watchMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear
about the difficulty you've had with your watch 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 company
Regarding your watch; the original price paid (receipt info: 01/09/2012) was we have no record of a watch purchased at
Regarding your Geek Squad Protection plan; Best Buy offers this additional protection as a convenience to our customersIt is an entirely optional product, and we in no way require that it be purchased
The Geek Squad Protection plan allows for service on a product after the manufacturer's warranty goes outShould repair not be possible the device will be replaced with a device of equal specificationsIn the event that a device with equal specifications cannot be found the customer is provided a store credit for the current market value for the product, not to exceed the original purchase price
This information was provided to you in the terms and conditions of your Geek Squad Protection plan at the time of purchaseIf you'd like to review this information you can do so by following the link below:
https://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek_Sq...⇄ /> In an effort to remain fair and equal to all of our customer exceptions to these policies cannot be made
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customerBest Buy relies on the mobile carriers (i.eVerizon, AT&T, etc.) to provide us with accurate data on mobile phone contracts as
these contracts are with the carrier, not Best BuyCustomers electronically sign the terms and conditions of the contract with the carrier, and are provided with a printed copy as wellBest Buy recommends the customer work with their carrier on the issue, and considers the matter closedRegards, Kathryn S

Initial Business Response /* (1000, 7, 2016/02/29) */
Dear Revdex.com,
Thank you for contacting us regarding this matterBest Buy has investigated this matterOn October 11, the customer purchased an AT&T iPhone 5S 16GB phoneThis phone was returned on October 17, Because this return
appeared to process normally in our system, Best Buy connected with a representative from AT&T to further look into the matterWe have been able to confirm with a representative from AT&T that the customer was been credited for the full amount of the phoneThe credit that was received would have offset any charges the customer has seen, which is precisely why the credit was issuedWhile this not typical, it was the solution provided to the customer in this matter by the carrierBest Buy considers the matter closed
Thank you,
Initial Consumer Rebuttal /* (3000, 9, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bestbuy has not apologized or offered any resolution besides doing what they should have done a year ago if I didn't contact the Revdex.com AT&T and Bestbuy would still be giving me the run around a customer should never have to go through this after making a purchase they could have considered a thousand other stores but decided to purchase at BestbuyThey have shown no remorse or consideration to the customer I will NEVER purchase anything at Bestbuy and I have informed all my friends and relatives Bestbuy service is unacceptable to its consumers

Dear Revdex.com, The qualifications for our Price Match Guarantee are outline on our websiteI have included a link
below. http://www.bestbuy.com/site/Global/Low-Price-Guarantee/pcmcat290300050002.c?id=p...⇄ We match local retail competitors (including their online prices) and these qualifying online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.If the request for a price match falls within the qualifications listed within the policy, we will gladly honor the price matchHowever, we will need more contextWe will need to know what competitor that the customer is looking to price match and the exact model number of the productThe model numbers must match exactly. Thank you,Dan S.Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the My Best Buy program to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations regarding the time
frame for points to post to their My Best Buy membership account after the purchaseT The My Best Buy membership is a free sponsored Best Buy program for customers if they wish to participate and accrue points for purchases made in our stores or onlineThe time frame for points to post after the purchase is 15-days (the time frame for the return period and our return policy)This information is posted on our website for the My Best Buy membership program under FAQ In addition, printed on *** ***’s purchase receipt and received at the time of purchase on 06/17/2016, it states the following: “***, THANKS FOR SHOPPING AT BEST BUY TODAY! YOUR MY BEST BUY BALANCE AS OF 06/15/POSTED POINTS: GO TO BestBuy.com FOR MORE INFO” For visibility on the Terms and Conditions (T&C) and FAQ’s of the My Best Buy membership program, please visit: http://www.bestbuy.com/site/clp/my-best-buy/pcmcat309300050007.c?id=pcmcat We only offer this for clarificationStill, please be assured *** ***’s concerns and feedback regarding the service described and time frame in posting points has been heard and will be addressed for coaching opportunities for all our employees Thank you again for making Best Buy aware of this situation Sincerely, 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.At this time, Best Buy has reached out directly to the customer and a resolution has been reachedThe
customer has my direct contact information should any follow up be required. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Initial Business Response /* (1000, 9, 2015/08/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed
Since the unit was purchased and dlivered in April 2015, it is outside our return exchange policyIt is however covered by Manufacturer's warranty and service
can be performed to remedy the listed issues
We would advised to call 1-888-Best-Buy (***)to schedule repair services
Thanks,
Initial Consumer Rebuttal /* (3000, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PURCHASE WAS MADE IN APRIL FOR A DIFFERENT REFRIGERATOR I WAS GIVEN BAD DAMAGED REFRIGERATORS OVER AND OVER SO I ONLY HAD DAYS WITH THIS NEW ONE AND IT TOOK THAT LONG TO REALIZE IT WAS A LEMON *** DIDN'T SELL IT TO ME YOU DID IT CANNOT BE FIXED IT MUST BE RETURNED
Final Business Response /* (4000, 13, 2015/08/20) */
Dear Revdex.com,
Best Buy has provided our final stance on this matterThe customer is free to contact store management or 1-888-BestBuy to explore alternative avenues
Thanks,

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.Know that the customer service at this business is severely lackingThe employees are rude and do not care about making customers happy at allIt's going to be a shame when the poor customer service drives them into bank rupsyThis message wasn't about what the policies areIt was about how a business can satisfy customers even after the purchaseI won't shop with best buy again simply because of this experience

Hello, Thank you for contacting Best Buy through the office of the Revdex.com about your recent dryer purchasemy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters. I'm sorry to hear about the difficulty
that you've experience with your open-box dryer 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 company. Best Buy's return and exchange policy, which was provided to you at the time of your initial purchase, as well as being posted at each cash register and available online, provides for the return or exchangeAs we have no open box dryers of the same make, model and price of that which you purchased initially, we are not able to provide you with an identical productIf no like product is available for exchange, you have the option to process a full return or to exchange for an available model. If you would like to purchase an open new in box product, or an available open box product, you would be required to pay the difference in cost. Again, I apologize for your experience, as we value your business.Kindest regards,Cassie EExec Res Sr

Initial Business Response /* (1000, 5, 2016/02/19) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that the return and refund were processed and the customer has been refunded
Generally, with a debit card or check purchase, check refund would be provided
Please see
the following information located on our website under "Refund Method":
"Refund Method
With a few exceptions, we will reimburse you for returned items in the same way you paid for themIf you prefer, you can make an exchange for the same itemIf you paid more than $in cash or more than $by check or by a debit card without a major credit card logo, we will refund you by check within business daysAny amounts deducted from a gift card will be credited to the gift cardIf you no longer have the gift card used for an order, please call us at 1-888-BEST BUY (***) with your order number handy, and we'll be happy to send you a replacement."
That being said, our store was able to go above and beyond for the customer and supply a manual credit card refund to the customer so the funds would be deposited directly back to the card within the standard return timeframe for that card
When we make a sale, the bank processes the transaction at their will
With refunds, this would be the sameWe cannot control the timeline for refunds on the bank's endIt would be the same timeline as with any other return for another retailor and is not retailor specific
Please know we would not be compensating the customer
Thank you again for allowing us to address these concerns
Regards,
Sarah L

Initial Business Response /* (1000, 5, 2016/01/14) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBest Buy has reviewed the situation presented by the customerThe computer was brought in for an issue with a broken hinge on his laptopBest Buy was unable to complete the
repair for the deviceWe have connected with the customer with regard to the issues he experienced with the repair not being completed properlyBest Buy has proposed a resolution that the customer has acceptedBest Buy considers the matter closed
Thank you,

I am rejecting this response because:I was verbally assured by employee that warranty began when original LG warranty expiredHow can they justify covering a product that is already covered ? You can only have one insurance policy on a home or vehicle !

Initial Business Response /* (1000, 5, 2015/07/01) */
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 called to inquire about renewing his Geek Squad
Protection (GSP) plan after the plan had already expiredSome items are not eligible for a GSP plan renewal, but regardless, once a GSP plan has expired it cannot be reactivatedBest Buy is unable to offer a renewal on the computer
Regards,
Kathryn S

I am rejecting this response because:
We were not given any information about the "insurance" at the time of purchaseThat is incorrectWe have a file folder where we put everything that was given to us by the associate, and the only thing we have with anything about insurance is on the receiptThat is where we found the information that I sent in with the complaint that shows the SKU#'S and IEM#'sAll we had was the receipt showing what the monthly amount would be that we would be charged through our checking account for the "insurance". We also have a copy of everything that we were given about our phones and the plan we are onIf we signed something that explains what Apple Care is, we were not given a copy of it and would like to have a copy of itWe have learned a lesson in that we will no longer trust what an associate tells usWe have always been able to trust their word beforeNothing has ever been wrong in what we were told about the computers we have bought from this location, my *** Galaxy pad, the Blue Ray Olayer, the speakers, or anything elseThe associates have always been trained well andknew what they were talking about. We have already cancelled the AppleCare and we have been told that we will get a refund of our most recent payment which came out on the 1stWe have also went to AT&T and added their insurance which does cover lost or stolen phonesIt covers everything which is what we were told about the other "insurance". In the reply from Best Buy, the gentleman says that we have to take some of the blameThe reason we said we believed we should at the very least we should get a reconditioned phone is because of our small partEven though we were told the insurance was the same as AT&T, we could have looked it up when we got homeYou see, if the coverage had been the same as AT&T, we would have paid a $deductible and we would have had a New IPhone delivered to us in daysBecause we did not look to make sure we were not deceived, we are willing to accept a reconditioned IPhone It has now been days instead of the it would have beenWe are continuing to pay on a phone we do not haveDoes Best Buy really believe that they do not owe us anything? Please excuse the misspellingI did this on my phone and it will not allow me to fix them.Sincerely,*** and *** ***

I am rejecting this response because:
I have emailed customer service (onlinesupport, onlinesales) three or four times without a responseI only received a single response after my original complaint and it seemed like the customer service rep from Best Buy was simply just waiting till the complaint would be closedI've attempted to contact twice plus my original response and zero responses