Best Buy Stores, LP - US Headquarters

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

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

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

I am rejecting this response because:
I would accept a full refund, but today I received a letter from Best Buy (postmarked 1/2) saying that they could not accept an empty box as a return and they don't accept my return! I sent them the item back and do not know what happened to it, and the rep said that the warehouse lost itNow they are saying that they will not refund me as I didn't send the item back? This is a total lie, they received it back weeks ago, and now that I've filed a complaint with the Revdex.com they send me a letter days later saying that I sent them an empty box? I SENT THIS ITEM BACKI DO NOT WANT TO BE ON THE HOOK FOR IT AFTER I WAS TOLD THE WAREHOUSE LOST IT

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have spoken to the CustomerBest Buy will stand behind the manufacturer's limited warrantyThe Customer has already been contacted by one of our TechsI will be in constant contact with the Customer until the TV is repaired or replaced. Warmest Regards, Best Buy

Dear Revdex.com,We show this refund successfully processedIf customer has not received the refund he will need to contact his processor (Visa, MC, Amex, Discover) and reference # ***. Thank you,Gail D

Initial Business Response /* (1000, 7, 2015/12/14) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with your RefrigeratorI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters
I am
sorry to hear about the difficulties you had trying to get this problem resolved 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
I am pleased to hear that the Refrigerator has been replaced with an upgraded model and a discount applied
I have also requested a $gift card as a gesture of goodwill and invite you shop again with us and hope that your next experience will be a better oneIt will take to weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it
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
Initial Consumer Rebuttal /* (2000, 9, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I went to Best Buy and we were able to have the refrigerator replaced with one of our choiceIt was delivered to us within a week

Initial Business Response /* (1000, 5, 2016/03/09) */
Hello ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your cell phoneMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear
about any difficulty that you have had with your cell phone, 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
After researching your issue with leadership, it seems that at the time you brought your phone into the store you were already locked to a T-Mobile SIM
Unfortunately, in order to have your phone reset you must continue to work with Samsung; either with reps in your local Best Buy store or with Samsung directlyBest Buy does not have the capability to 'lock' or 'unlock' your phone
Regarding the possibility of exchange; when last you brought your phone into the store it was determined that your phone had suffered extensive damage to the screenUnfortunately, best Buy is unable to provide return or exchange on products that have suffered accidental damage, unless a Geek Squad Protection plan had been purchased
I am sincerely sorry for any disappointment that this causes you
Kindest regards,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hey Cassie, thank you for getting backUnfortunately I cannot accept the response since it does not reflect the realityFirst of all, the phone was unlocked and functional before I brought my phone into the store from where I purchased (Best Buy in Watertown,Ma)There was no any single T-mobile applications installed when I got my phoneIn either case, my receipt says I purchased 'UNLOCKED' phone and in either case you sold wrong product to me since I can NOT be supposed to realize that the phone is actually lockedSecond, when I was at store I asked them several times to continue to work with Samsung but I was rejected and been told that I must continue with Samsung myselfMoreover, one of the store staff lied to me by saying he was not there when I first brought the phone to the store, I am sure you can check your store security cameras and see who re-flushed my phone at Lastly, there is no extensive damage to the screen, there is a small scratch on back side of phone
On at Best Buy Watertown,Ma store, the staff was trying to cover the situationSame day, I called the Watertown Police Department and informed the police officer when he came to the park area of storeAs a foreigner in USA (I am visiting scholar at MIT) I don't know my rights and what to do, in this case I would kindly ask Revdex.com for their help,support or guidance on what I can do next
Thanks,
***
Final Business Response /* (4000, 9, 2016/03/17) */
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
While we cannot return or exchange the phone due to the external damage present, our store leadership has assured me that they will do everything in their power to assist the customer in working with Samsung to help resolve his issue
Thank you for your time,
Cassie E

Dear Revdex.com, Best Buy feels that we have fully addressed Ms***’s concerns that were forwarded to your office in our previous response and we maintain our position. The customer signed a contract with Verizon and Verizon is responsible with providing Best Buy with accurate account informationThe customer is not billed by Best Buy for her mobile services as the contract is with VerizonBest Buy considers the matter closedRegards, Kathryn S

September 15, To Whom It May Concern: Best Buy feels that we have fully addressed *** P ***’s concerns in the previous correspondence sent to your office s dated on September 8th, 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 Tell us why here

Dear ***, 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 very sorry to hear about the problems you have experienced with the perceived billing error and I
apologize for the inconvenience and frustration the matter has caused you After a review of this matter, it was found that our system created authorizations to your credit card because separate packages were shipped, one for $7.51, one for $33.29. The $authorized twice for reasons unknownThese are not charges to your account, only authorizations. Your account was charged only for the correct amount of $40.80. As we discussed on the phone I have requested a $** Best Buy Gift Card which will arrive in to weeks for any inconvenience this may have caused you. Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com - The bundle that the customer purchased incorrectly listed the Platinum headset as in inclusion. Best Buy cancelled the orders because the price did not include the headset, and this was an error on our website. We are sorry for the inconvenience but we are not
offering any additional incentive to customers who choose to purchase the headset when it is released in January. If the customer would like to re-purchase the *** Uncharted Playstation Console (sku 5389000) please note that the headset is not included and will not be offered free of charge at a later date.Regards,Amy

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 although we did not come through on his appliance purchase we have offered a
solution he found acceptable. Best Buy considers this matter closed. Sincerely, Scott M

I am rejecting this response because:
It is inaccurateFirst of all we followed procedure and did file a complaint with courier and best buyBest buy repeatedly rejects the resolution numbers - we have and yet everytime we call they say theere is no record of them? WHAT??????!!!!!! we did not receive item and for them to state that it was delivered is incorrectcourier could not verify delivery and or signature of receipt secondly we have not received a refund - nor any orderwhere is this refund they mention? I can provide bank records, credit card statements- no refund going on a month nowi want my MONEY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄

Dear Revdex.com, Warrantech is the company that holds warranty the customer purchased, and will work with the customer to provide service per the terms and conditions of the warrantyWarrantech advised us they left a message at the number provided to the Revdex.com on October 27th in the afternoon with their call back number to assistThe customer should contact Warrantech at ###-###-#### so they may set up an appointment Regards, Kathryn S

Initial Business Response /* (1000, 5, 2015/07/01) */
Dear Revdex.com,
Thank you for bringing Ms***' concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
I have found that the customer used her credit/debit card to purchase a phone
and monthly Geek Squad Protection (GSP) plan for her sonBy signing up for the monthly GSP plan, the customer agreed to have her card charged for the plan each month until the GSP plan is cancelledThis is stated on her sales receiptThere are no refunds for monthly GSP plans; however, an agent made a one-time exception and is providing a refund for one month of the GSP planBest Buy will not be providing additional refunds on the issue
Regards,
Kathryn S

Dear ***, 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 apologize for the inconvenience and frustration this matter may have caused you.Thank you for responding to my phone message. Pursuant our telephone conversation today July As we discussed I have requested a $** Best Buy Gift Card which you have accepted as a final resolution to this matterAs I mentioned the Gift Card will take to weeks to arrive and will be mailed in a plain white envelope for security purposes. Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
We have confirmed that original TV is in a "Lost" status with UPSA new TV is awaiting customer pickup our
West Hollywood Best Buy store located at:
***
West Hollywood, CA
***
Please let us know if there are any further delays in service
Thank you,

Dear Revdex.com: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office in our previous response and we maintain our positionWe were unable to locate contact from the customer until 2/3/regarding the issueThis does not include the customer’s wife whose information was not providedBest Buy was not calling nor assuming the customer’s wife stupid or ignorant Regardless of this, monthly GSP plans are non-refundable, and Best Buy will service the phone per the terms and conditions of the contract Regards, Kathryn 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 A property damage claim has been set up for the customer with our claims administrators, Sedgwick. Claim number
***. They are currently working on the claim but the customer may call ###-###-#### to check on status and updates Sincerely, Scott M