Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for sending this for reviewAfter doing some research we confirmed it was indeed a Best Buy promotion and the promotion was a $Best Buy Gift Card not an AT&T creditI have already spoken to the customer and apologized for the incorrect information and let her know we
will mail her the $gift cardThe confirmation number for the gift card is ***Also, the customers case ID is ***The customer also has my contact information in case she needs further assistance.Thank you,Karla B

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

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 ***

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

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

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.)

Revdex.com, Thank you for bringing this to our attentionPlease know that the unit the customer purchased was new from the records we have, and we cannot speak to why the manufacturer is stating the unit is was warranted in the time they quotedThat being said, we are truly sorry for any frustration or
inconvenience the customer may have experienced, and are happy to make this rightI have issued a full refund of the order to the customerThe refund may appear in parts as there were items on the orderIf this is the case, the customer would receive one refund of and another of 326.61, totaling Thank you again for allowing us the opportunity to address the customer's concernsRegards, Sarah L

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.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 10/12/We have dispatched a request to resolve the concern for the customer and have applied appropriate adjustments to the accountNevertheless, please forward any additional concerns to
our office and we will respond accordinglySincerelyJohn S

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

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 did have to go through Best Buy's Headquarters in Minnesota to get this resolved

Hello Revdex.com,Thank you for bringing *** ***'s concern to our attention.A communication has been provided to the customer regarding addressing concerns with the delivery team and a discount has been offered to the customerIf there is anything else we can assist with please let us know.Thank
you,Best Buy

Dear Revdex.com - The store where the customer purchased the iPhone has made an exception and offered a return and refund to the customer.Regards,Amy C

Dear Mr***, 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 sorry to hear about the problems you have experienced with being denied to make returns and I
apologize for the inconvenience and frustration the matter has caused you However, Best Buy position on this matter remains unchanged the Black Out will remain in place. After a complete review of your purchase history the TRE Block will remain in force for a period of year from the date of the TRE Warning you received on 4/11/The refusal of a return does not mean a customer’s return is abusive, only that the return history is often associated with such behaviorsLike many retailers, Best Buy uses a third party to help prevent loses by detecting improper or excessive returns. There are several factors used within the proprietary algorithms that determine whether when a Warning or a Black Out is issues to your accountIf you are warned or denied you may request a copy of the Return Activity Report, if you dispute its accuracy your receipt contains the direction on how to dispute the report. This is part of our overall Returns and Exchanges Policy which is available a www.Bestbuy.com/Returns and in our stores. For further inquiries, you may contact TRE customer service hotline directly at ###-###-#### I understand you may have thought that the Warning /Blackout was for a period of days. The statement on the receipt states only that you have days to request a copy of the TRE Return Activity ReportPlease find a copy of the portion of your receipt that contains the TRE warning attached Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved Sincerely, Larry S _______________________________________________________________________

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to the attention of our Executive Resolution Team for proper review.We are very sorry to hear about the difficulties encountered with this order attempt
Unfortunately, Best Buy does not at this time have a process in place on our website to authorize multiple forms of branded paymentsWe sincerely apologize for any frustration and inconvenience caused in this processIf our customer is still having difficulty placing the order for any other reasons, we would like to invite our customer to contact our team at ###-###-#### and we would be happy to assist. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because:
I am rejecting this response because: To date, I haven't received any direct contact from anyone at Best Buy regarding my issue If the Best Buy Case Manager does reach out to me and leaves a voicemail message with contact information then I will return their callAgain, no one has contacted me yet so the issue is still pending and unresolved

Dear Revdex.com,Thank you for sending this for reviewI have partnered with the store and they have taken care of the customer. Thank you,Karla ***

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case We apologize again for any lapse in professionalism or courtesy displayed by our Geek Squad agents and for any inconvenience you encountered if your computer requires a redo or follow up service under the Geek Squad Protection (GSP) plan coverage purchased with the computer Your feedback is very much appreciated and please be assured your concerns have been heard and we have filed a complaint on your behalf here at the corporate office (case #***) 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

Initial Business Response /* (1000, 5, 2016/03/03) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the TV purchase and return request to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsWhen TVs are received at our stores and warehouses from the vendors/manufacturers', they are factory sealed and packed with Styrofoam and packing materials for protection in the shipping process
When items are sold as open-box in our stores, they would be noted on the package of the item if re-sold in our stores and discounted for our customersIn addition, we would be unable to confirm how the TV was shipped to Mexico after the TV left our store after the purchaseWith the purchase being outside our return policy, we would be unable to accommodate *** ***'s return or exchange request
However, if the TV purchase falls under the 1-year warranty offered by the manufacturer and outside our return period, *** *** can contact the manufacturer directly for repair or replacement under the warranty they provide
If they wish to have us revisit this issue, please provide the transaction information or customer service PIN number from the purchase receiptThe customer service PIN number is found on the front of the receipt and contains the following information:
Store #
Register #
Transaction #
Sales date
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

I am rejecting this response because:
I was never contacted by anyone from Best BuyThis is a statementI visited the Best Buy store *** at Pembroke Pines, Florida and spoke to the Assistant Store Manager Toderick *** and he said that managers usually get an email but nothing regarding this case has come in nor with my nameThis is extremely disappointing