Best Buy Stores, LP - US Headquarters

I am rejecting
this response because:
First of all, you have records of my return history going back to 2010? That means that instead of being year to year, you are holding years against me No other store I do business with does this That is creepy and I question the legality of it But it really doesn't matter what I say here because you don't really care Best regards to you as I will purchase my electronics elsewhere, where they don't keep records of me like I'm a criminal and actually abide by their return policy

I am rejecting this response because:I feel their refund policy is unreasonable: They would have refunded the charge if I called within hours but not if I call within a few days Plus, how is it possible that they do not know when a service is cancelled....that they are not notified by the carrier? In this case, I cancelled with Sprint on 12/31/ I have always had phone insurance before and never had to separately cancel the insurance when I cancelled the phone service

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration this may have caused to the customer. We are currently following up with our claims department and distribution center regarding the product that was exchangedWe
will follow up with the customer directly. Sincerely,Kelsey F.Executive Resolution Specialist Best Buy

Dear Revdex.com,We contacted the customer directly once we were able to review the purchase information he provided. We partnered with the customer on a resolution which he accepted. Best Buy considers the matter closed.Best regards,David M

Final Consumer Response /* (2000, 7, 2015/12/29) */
The company took care of my issue

I am rejecting this response because: it says a case by case basisDoesn't state what those parameters are Also doesn't address the employees that are encouraged to tell consumers that if they don't like it return itI only had a few hundred dollars of returns according to my rarHow am I allowed to buy from best buy but not return? Also why was I only advised of this policy once I was at the point of not being allowed the return? I would just like to return this one item based on the above statement and be done with best buy as they do not do a just enough way of informing the consumers and actually encourage the returns but dont warn of this policy when doing the encouraging of the returns?

Initial Business Response /* (1000, 10, 2015/10/08) */
Dear Revdex.com,
Thank you for bringing this to our attentionOur West Covina, CA store management has contacted Mr*** and exchanged the delayed 55" ** TV with a current model 55" *** TVCustomer has pickhis new *** TV and is
satisfied
Thank you,
Dean ***
Executive Resolution Specialist
(612) ***
Initial Consumer Rebuttal /* (2000, 12, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com, Thank you for bringing this to our attentionI have called *** ***, apologized for their order concerns and customer service. Informed customer the order was cancelled due to the quantity limits were reached on the number of HP monitors ordered. Thank
you, Dean *** Executive Resolution Specialist ###-###-####

Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for the confusion regarding the Bose CineMate Home Theater Speaker. The incorrect price was listed and removed as soon as we identified the mistake. There are other soundbar systems available within that
price range on our website. However, Best Buy will be unable to fulfill the offer in question and we apologize for any disappointment. Thank you

Dear Revdex.com,After receiveing this complaint, I was able to connect with leadership in our Geek Squad Remote Services team, who attempted to call Ms*** and assist with her webrootUnfortuantely, due to the customer's high level of esclation, we were unable to assist Ms*** with her problem, as
she disconnected the call. It appears that there may have been an issue in activating her account, and in order to correct this, we would advise that Ms*** work with her local storeThere, they will be able to correct her account, or refund her for it if she so choosesWe apologize for the difficulty that this has causedI have taken the liberty of making leadership local to her aware as well, in an effort to prevent similar situations from arising in the future.Please let me know if you have any questions.Sinceerely,Cassie EExec Res Sr

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationUnfortunately, we a re not alerted by the carrier when a plan is cancelled. Nevertheless, please forward any new information and we will respond accordingly.Best,Cassie E Exec Res Sr

July 21, To Whom It May Concern: It is my understanding that the service concerns have since been addressed regarding the exchange of Ms***’s television. We apologize for her experience and in recognition of her inconvenience I have requested a $*** Best Buy
gift card in her name. The gift card will be processed and mailed in the next to business days. Nevertheless, 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, 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 reviewWe are very sorry to hear about the disappointment and frustration our customer has experienced with our Geek
Squad ServiceWhile our Geek Squad typically does a very thorough job in their diagnostics, unfortunately, sometimes the wrong solution is presented which can lead to such frustrations, and we sincerely apologize in this regardBest Buy would be happy to provide a refund for the deposit mentionedAs the payment was made in cash, our customer can either visit the servicing location in Kissimmee (store ***) and Manager Robert can provide a cash refundOr, if it would be more convenient, our corporate office can arrange to mail a check in the amount of $if the customer wishes to confirm a valid mailing addressWe again offer our sincerest apologies for any inconvenience, and will be conducting the necessary internal investigations to ensure our Geek Squad is providing full attention to detail to avoid any future similar issues from arisingWe thank you again for taking the time to bring this matter to our attentionBest regards, Shane MExecutive Resolution Specialist Best Buy CoINC

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear Mrs***
Thank you for contacting Best Buy through the office of the Revdex.com about your refrigerator repairsMy 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 companyI will partner with the district field manager in your area and see if we can expedite the processThis is obviously a separate issue from the first repair issue that you had so Ryan was correct in saying that there is a process to go through to obtain those repairsWith that being said under the circumstances that you are in I hope that we can expedite the process
Mrs***, 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, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Last week I filed a compliant because my refrigerator and the freezer went out last FridayAs of today a week later Best Buy has not helped me exchange this one for a new oneI was told Wednesday after talking with Tyrus *** a person from their corporate office all I needed to do was give them the code that was given by ***When I took the code in it was not coming up and I was told that it would take 3-business days for the code to registerI am not happy with the result Best Buy is given meThey will not reimburse me for the food I've lostThe check they gave me on (July 30) for the food I lost during the 4th of July holiday didn't cover what I'd lostBut I was told that they only reimburse people onceI pleated because the refrigerator went out on me twice within a months timeI was told they could only give me for what Ive lostI was also told that I would have to pay for another protection play even though the I had just purchased that year plan and I only had the plan for monthsMr*** said he could only help a littleAfter not hearing from Mr*** I called him on Friday afternoon and explained I really didn't like the situation I was put in to choose another refrigerator and many were not on sale and they were out of my price rangeI told him when I purchased that refrigerator I planned what I wanted and what style and not I felt I just had to choose based on the price rangeI didn't want another ***, with hesitation I sent him a picture of a refrigerator I would settle for but I wasn't happyHe said he would call me after he spoke to his superiorsHe called around 5:asking for a code someone from Best Buy gave to me on Aug do an exchangeI gave him the code, as of today Aug I haven't heard from any one from Best Buy
DesiredSettlementID: Other (requires explanation)
I really don't want to do business with Best Buy any more I can't believe that want me to pay for another protection plan when I only had that one monthsI've lost so much food within in month and they don't seem to show any compassion for my lostMr*** said he could help a little but I feel I'm being punished for purchasing a product from themRyan from the greenwood store told me that they just sell its not their productI would like to take my money and go to another retail
Final Business Response /* (4000, 9, 2015/08/22) */
Hello ***,
This is Tyrus *** with the Executive Resolution Team at Best Buy corporate headquarters and I apologize for your disappointment, as we value your businessAs I stated previously in conversations that I would send you an extra as a customer service gesture to assist with the loss food but the terms and conditions of your policy clearly states that the cap is The delay with the exchange is not an issue caused by Best Buy but the manufacture of your original fridgeAgain I am sorry for your disappointmentI will get the check requested and mailed to you within business hours
Sincerely,
Tyrus ***

I am rejecting this response because:
The information reflected in their response is untrueWe took this computer in after webroot went in and remote tuned up our computer This is when they found out the nodule was badI was told to take it in to be fixed After dropping off the computer at Best Buy I then went to pick it upI was told they could not fix the part which you can clearly see was badBoth Best Buy and the geek squad found this to be trueThey told me we could exchange the computer which we were fully going to doHowever this computer was not in stockThey could not get the computer when they looked it up online we were told that we could not get another computer like this and we would have to find something elseThey told us it could not be fixed it was not our choice to return this computerWe had no other optionAnd as you can see by the other photos I have submitted the way the new computer we wanted was shipped we were not comfortable keeping it Returning the first computer was not our first choice, it was our only option that we were offeredIt was not our decision, because we were told it could not be serviced

Initial Business Response /* (1000, 7, 2015/09/04) */
originally tried to submit on August 28th
August 28,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as I have processed a full refund for the
purchase in questionI have also requested a $*** Best Buy gift card for the customer in recognition of their inconvenienceThe gift card will be processed an mailed in the next two to three weeksNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

Revdex.com,Thank you for bringing this to our attention. Please know that we do not knowingly sell any defective products. Best Buy stands by its products which is why we offer Geek Squad Protection plans on most products in our stores. The TV that this customer is having issues with is
currently scheduled for a repair under the manufacturer warranty. Regards, Nick S

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 offered an exception solution. We are just awaiting him to think it
over and contact us back. He has my direct contact information should he choose to do so Sincerely, Scott M

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concern regarding the Drone purchase and exchange request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations
After receiving Mr *** Revdex.com complaint, we contacted customer directly about their concerns and exchange requestMr*** confirmed our North Attleboro store (#***) provided an exchange for the drone on 04/21/ 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 forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We do not have record of the customer's allegations of a Best Buy employee telling him that we can apply the promotion to the orderAdditionally,
said promotion was for an in store activation and this order was placed online, disqualifying the customer for the promotion. At this time, Best Buy feels this matter has been fully addressed Sincerely,Kelsey F