Best Buy Stores, LP - US Headquarters

Dear Revdex.com,After our Insurance Team (Sedgwick) reviewed this file, we maintained the denial that was issued out by the prior third party administrator based on the fact that after the completion of the delivery/install the customer signed off stating that there was no damage.Unfortunately,
the customer would have to work with the third party's (Penn Ridge) insurance team to secure a settlement.Respectfully, Ash E

Dear Revdex.com, Please be advised that we will gladly work with the local police in regards to this matterThe police would have to request the video surveillance as it is Best Buy property and it would not be released to the customer upon any informal request. Thanks,

Initial Business Response /* (1000, 9, 2015/09/09) */
Dear Revdex.com,
After reviewing the purchase of the Laptop, I can see that the purchase qualified for months financing
I have included a portion of the receipt where this is indicatedSee below
----------
SUBTOTAL
SALES TAX AMOUNT
==========
TOTAL
***GIFT CARD
APPROVAL
REMAINING BALANCE:
***L BBY CARD
APPROVAL
12-Month Financing
Month Financing
No interest if paid in full within
MonthsIf the deferred interest balance is
not paid in full by the end of the
promotional period, interest will be
charged from the purchase date at rates
otherwise applicable under your Card
AgreementMinpayments requiredSee Card
Agreement for details
If the consumer wishes to dispute the accrued interest, he can do so by contacting Citibank who handles Best Buy Credit Card's promotional financing
Best Buy apologizes for any inconvenience or frustrations caused
Thank you,
Best Buy
Initial Consumer Rebuttal /* (3000, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is only a response to a small portion of the complaintThis does not address any of the other issues listed
Final Consumer Response /* (3000, 15, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple reasons why this is not good business and unacceptable by any decent standardsFirst of all, the issue regarding the fact that I was told my purchase would be interest free for months and even BestBuys last response to Revdex.com said months has not fixed the problem that I have been being charged interest since day of purchaseThis has accumulated over Sjust in interest
Secondly, I did bring the item into the store twice within the day return policy period attempting to return it and was denied the return by the manager saying that since I bought a warranty, they would replace the itemI called the corporate office and filed a complaint, while ensuring this was noted in the accountI am sure it is there since I have talked to them since then and have had another representative confirm this
I also was not told that when they did exchange the defective product originally, that I would lose the expensive warranty I boughtThey just did the exchange and charged my best buy account without my permissionI have also been told by numerous representatives that they would look into my situation and call me within hours with a responseI have only received one callback ever from a lady who informed me that she could not reach anyone to assist her in the matter and that my situation was unfortunate
So Please understand the reluctance of this company to assist me with anything other than charging me more money every opportunity they see fitI have already spent nearly $and still owe over $on the credit accounts the lied about ...all for a product that retails for $and was denied a return twice within the intial day purchaseHow is this possible?
Final Business Response /* (4000, 17, 2015/09/23) */
Dear Revdex.com,
Best Buy is unable to reverse the issue with the deferred interest
We would recommend the customer to contact Best Buy Citi Bank to contest financing charges on his account
Regarding the refund, the customer first bought this laptop on 11/29/on 04/09/our customer was given an exception exchange onto a gift cardHe then used the gift card to purchase a new laptop, tech support and warrantyThis was all done at Store
After speaking with the MOD at Store 258, they denied the refund because an exception was already made for the customer
On 7/25, the customer then went to Store where he was able to exchange the products for a gift card once againHe then used the gift card to repurchase another laptop and warranty
This laptop is now outside of the warranty, thus, Best Buy will no longer provide the customer with any exception returns on this laptop
Best Buy has provided our final disposition regarding this matter and will not offer any other considerations
Thank you,
Best Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMario the General Manager was helpful and we resolved this issueThank you for your assistance

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

Initial Business Response /* (1000, 5, 2015/09/01) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your recent computer purchaseMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about the difficulty that you've had with your *** computer 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 offers a day return and exchange period on most of our productsThis policy is posted on your purchase receipt, as well as at each cash register and o BestBUy.comIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy
Unless a Geek Squad Protection plan is purchased, Best Buy is not authorized by *** to make repairs or exchanges under manufacturers warrantyIn order to obtain warranty service, or to have your product exchanged under warranty, you will need to continue to work with ***They can be reached by visiting https://www.apple.com/support/contact/
Again, I apologize for your experience, as we truly value your businessI am sincerely sorry for any disappointment that this causes you
Thank you again for making Best Buy aware of this situation
Kindest regards,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT purchase an "***" productYour stating I did shows just how little you pay attention to consumers statements
I returned the product to Best Buy using enclosed return label and marked it as "defective"
You can go deal with the manufacturer of the product you sold which was used only about days before it stopped workingI believe this manufacurerr is somewhere in South Korea or in the farmlands of ChinaI am sure you would want to cover a product that only worked about a week wouldn't you?
I want my money REFUNDED PLUS THE $it cost me to ship back to Best Buy
I am considering filing an action in small claims court
Final Business Response /* (4000, 9, 2015/09/08) */
Dear Revdex.com:
Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position
I do apologize for the confusion regarding the manufacturerUnfortunately the computer still falls outside of the return and exchange period and so Best Buy must encourage Mr*** to work with the manufacturerNevertheless, please forward any additional concerns to our office and we will respond accordingly

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

Dear Revdex.com, Thank you for contacting us regarding this matter. We have contacted the local store to get further information on the interaction. Despite the customer’s claims, there is no evidence that Best Buy provided any type of support beyond the scope of what the customer was
requesting. Nor is there any information to support the claim that Best Buy broke this camera system. Best Buy considers the matter closedThank you, David M

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

Dear Revdex.com, Thank you for bringing Nick‘s concerns to our attention. We have spoke to *** three times back in December and Best Buy would not be able to accommodate the request. The gift card was redeemed prior to call into Best Buy. Our policy with gift cards states can be
found at: https://www.bestbuy.com/site/help-topics/gift-cards/pcmcat203400050004.c?id=pcmc...⇄ Below is just a snip from the policy as it pertains to gift cards.Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance.There was no balance remaining on the gift card at the initial contact with Best Buy. We would not be able to accommodate this request. Best Buy considerst this matter closed Sincerely, Scott

Dear Revdex.com, We have already spoken with the customer and will be refunding him the agreed upon amount Sincerely,Kelsey F

I am rejecting this response because:
The following is the final communication I had with any Best Buy representative via e-mail on February 13th:"I have spoken with the Huntsville BestBuy store team, as well as the district staff and the in-home delivery team.They state that they have spoken with you directly and have provided several options in order to get this store purchase resolvedI have reviewed the options provided and at this time I am not able to provide any options outside of those already provided by those teams.I recommend continuing to work with the store team in order to choose one of the provided options as the best route to getting this resolved." I was never actually presented any 'options.' I will accept a refund and place the cheaper model they sent me on my doorstep so they can pick up it upI will need an exact date they will be picking it up to limit the possibility of it being stolenI no longer need the tv mount Ioriginally purchased and never received so I do not need to sign for anythingThey just need to pick up the mount or refund my money

I am rejecting this response because:
The extra charges have not been been dealt withI have attached a screenshot of the transactionsThe extra transactions were completed by the malicious manager fraudulentlythe fact that another one shows up is proof enough that there was malicious intentIt was completed on another day! All of this is tied to the transaction used to return the product, as I have not purchased anything or returned anything to any Best Buy store since this incident

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.I am amazed that this happened and required the effort involved to resolve what should have never happened.To recap what it took me to resolve the issue1) talking customer service at store2) talk to manager of store timeCalling the third party twice and filling out their form file a protest.4) contact NBC responses ( still pending)but will share entire story with them if they reply so maybe they can air the story so this issue can avoided by other Best Buy Customers.5) filing a Revdex.com complaintthis responses was swift and what should have happened when first brought to Best Buys attention Best Buy needs a better 3rd party vendor or at least have a process that within Best buy their manager or customer service can remedy faster.I spent at least hours in the store to buy a laptop that works with geek squad before a laptop that worked and was the right replacement laptop worked. and another hours calling and filing paperwork to get this block removed. They should be ashamed of their process and how hard customers have to work to get a working product and not felt like they did something wrong in accepting a non working product. I accept their response but still greatly disappointed in their response to this issue. *** ***

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 - We have requested a check in the amount of $to reimburse the customer for the Geek Squad protection plan that he was billed for. This was a one-time exception, as it is a customer's responsibility to cancel a protection plan if they no longer have the item that the plan covers
or if they have changed their mind. We issued the check instead of a refund as we are unable to go retroactively cancel the number of months that the customer has requested. The check will be mailed in a plain white envelope and the customer should be receiving it within the next weeks. We will be closing our review of the customer's concerns. Regards,Amy

Dear Revdex.com,Spoke to Mr***. The GM at our Best Buy Store # reached out to the customer and apologized to Mr***.In addition Best Buy is sending the Customer a $** Best Buy Gift Card as a Customer Service Gesture.Best Buy considers this matter resolved.Thank you,Larry
S

Revdex.com, Thank you for bringing this to our attentionPlease know that, respectfully, it is the customer's responsibility to retain a copy of their sales receiptWe do our best to track purchases as a courtesyAll of the purchases I was able to find received pointsAfter every points is earned,
the customer is emailed a $rewards certificate for each point accumulationAll points must be used by the end of each calendar year, and the account resets at the beginning of the following calendar yearThis year, the customer's purchases did earn him one $cerificarte which was emailed in October; however, the certificate was not used and has passed the expiration dateAs a courtesy, I have reissued the $certificate to the customer, and this will be emailed him with the email provided when he set up his My Best Buy accountI would advise that the customer check his junk and spam folder as wellRegarding the purchases in question, Best Buy would need receipts to add these pointsIf the customer has the date, the total; amount of each purchase, and the store where they were made in, I can try to manually locate the receipt; however, there are no guaranteesWe will certainly do what we can to help the customer try to locate the these transactions, but do know that we cannot add the points without proof of purchaseThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Initial Business Response /* (1000, 5, 2016/02/04) */
Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters
After looking into your account I found that tracer had still not been filedAs a one one time gesture of goodwill, for the
significant delay you have experienced I have issued a refund for your productThis can sometimes take up to one full billing cycle to show on your account
Mr***, I apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks Revdex.com and Cassie EI have received the refundThanks!

To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution Warmest Regards, Best Buy