Best Buy Stores, LP - US Headquarters

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

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.We have contacted the customer, and reached an amicable resolution.Best Buy considers the matter closed.Regards,Kathryn S

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

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

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

I am rejecting this response because:As of today's date 1/3/11:53am I have not heard from anyone concerning this matter. *** ***

Dear Revdex.com,Best Buy has reached out to our lost package claims department to review and address the findings of our investigationWe will provide a response once this process has been finalized.Best regards,Ash

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

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

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about *** JXMy 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 companyUnfortunately we are unable to accommodate your request as you are outside of the return exchange policyYou can contact *** at*** if you feel that the product is defective
***, 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, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first time that I contacted the Customer Service by phone was on August Because nothing could be done and the delays were very long, I contacted the Customer Service by email on August and was in contact with different persons who all told me different things but couldn't resolve the problem until August Then, I called again the Customer Service and the person I talked to told me that nothing could be done, except to file a complaintWhen it all started, the return and period exchange was still valid and the only reason that I still have the camera even if it's passed that period, it's because no one from Best Buy has been able to find a solutionPlus, I haven't touched the camera since this all started weeks ago, it is waiting in its box to be returnedTherefore, even though you have a policy about the return and exchange period, it should not impact my case because I have been in contact with the company way before that period finished
Final Business Response /* (4000, 9, 2015/08/27) */
Hello ***,
This is Tyrus *** with the Executive offices of Best Buy CoIncI apologize for your disappointment, as we value your businessBest Buy stands by its return exchange policy and unfortunately will not be able to accommodate you in this situation
Thank you for making Best Buy aware of this concern
Sincerely,
Tyrus ***

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,The Customers concerns have been resolvedI have spoken to the Customer confirmed appointments and verified that they are pleased with the resolution.I also have emailed my contact information to the Customer for future reference.If there are any questions, problems or concerns, please
feel free to contact us.Warmest Regards, Best Buy

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

December 9, 2017 To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns in the previous correspondence forwarded to your office on December 8, and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

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, 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!

Dear Revdex.com - The associate originally handling this customer's issue is currently out of the office. In his absence, we requested that the customer provide us with an updated phone number and a copy of the receipt from his purchase and subsequent installation. The customer
refused to honor both requests. Because of this, we are unable to assist him. The customer failed to inform you of the fact that we responded that he may work with the original associate when that individual returns to the office if he is unwilling to resend the email with the receipt information. We will not be offering a gift card or any other compensation at this time.Regards, Amy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Insignia 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
expectationsThe 15-day return policy is printed on our purchase receipts at the time of purchase and posted in our checkoutsItems that are returned damage or defective after the return period would be deniedThe full return and exchange policies can be found at the following hyperlink from our website: https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608000500...⇄ We only offer this for clarification and Ms***’s feedback regarding our return policies is very much appreciatedWhile we apologize again for any lapse in professionalism or courtesy displayed by our employees, please be assured we have documented Ms***’s feedback at our corporate office (case #***) After receiving Ms***’s Revdex.com complaint, we contacted her directly and was informed they disposed of the TV and no longer have the unit in their possessionAs a customer service gesture of goodwill and better Best Buy experience, we have sent Ms*** a $*** Best Buy gift cardThe gift card should be received in approximately 10-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Mr***, Thank you for contacting Best Buy through the office of the Revdex.comWe are sorry to hear of your experience and would like to look into it further for youHowever, we are unable to locate your order number or contract information using the information
you providedWhen you have a moment, can you please reply with Service Agreement Contract Number and the Customer Service PIN from near the bottom of your purchase receipt? That would greatly help us research this for you. Thank you

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