Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for brining Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration caused to the customerBest Buy clearly marks all items that are used, opened boxed or refurbished, and the item is labeled as refurbished on BestBuy.comThis is also why the
item was heavily discounted at the time of the saleAt this time, the customer is still within the return and exchange period and can return the item if he is not satisfied with the product.Best Buy considers this matter closed.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy*** ** *** ***

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
After reviewing the issue with the The Retail Equation, the company that flagged the returns, we have found that because of the
customer's high percentage of returns and exchanges within Best Buy, he was in fact issued a warning in mid-January from excessive exchanges
Because the customer willingly purchased the same item after receiving said warning, he must now proceed with repair on the device through the manufacturer's warranty as we will not process an exchange on the deviceBest Buy considers this matter closed
Sincerely,
Kelsey F

Initial Business Response /* (1000, 10, 2015/11/06) */
Dear Revdex.com,
An even exchange was made on Mr***'s Television on 11/02/He also purchased a yrprotection plan on his new setWe apologize for any inconvenience this has caused Mr*** and hope he enjoys his new
Television
Best Buy considers this matter resolved
Thank you
Larry S

I am rejecting this response because: Best Buy has not explained to me why this phone can't be shipped to me All Best buy said is that they don't know why their system is not accepting my address, that it should, and I should go to a local store to order it and they can have it shipped to my address No where on their website does it say there are shipping restrictions and no Best buy employee has explained why it can't be shipped so whatever Best buy rep sent the response to the Revdex.com is not telling the truth or they did not read the complaint and just guessed at what they think the situation is

I am rejecting this response because: This does NOT begin to address the complaint I would like a member of Best Buy team to contact me to discuss this further If Best Buy decides this case will be closed as unresolved, an Attorney General complaint will be opened to fully address the issue. Thank you,***

Dear Revdex.com, Unfortunately, the information we used to validate the expiration date was invalidMr*** is correct in the protection plan being "stacked" at the end of the manufacturer's warranty end dateWe do apologize for this error and appreciate Mr*** bringing this to our attentionThe Protection Plans have been updated to reflect the correct expiration datePlease be advised that the plan #*** is underneath a different customer, and any claims would have to be made under the owner of said planAlternately, the owner of said plan can contact 1-800-Geek Squad to request a transfer of ownership to another customer. Again, thank you for bringing this to our attention and we are sorry for any inconveniences you may have faced. Thank you,Best Buy

I am rejecting this response because: It would only be appropriate to inform me the reason why best buy concluded to reject my claim when there is solid written proof supporting my claim Once I can review the response then I can make a better decision

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your in store issueI am Andrew *** 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 company
I have spoken with the store upper management directly and they have explained to me that they have compensated you in full since you were in the storeAt this time we are not going to be able to compensate you further and we consider this case closed
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Andrew ***
Initial Consumer Rebuttal /* (3000, 8, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because I was never contacted or compensated dealing with this situation
Final Business Response /* (4000, 10, 2015/06/30) */
Hello,
Unfortunately we wouldn't be able to further compensate you for this issueAs stated before I have partnered with the store and we believe that your issue has been fully resolvedThere is nothing further we can do at this point in timeI am again sorry for your inconvenience

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. Due to the when the customer purchased the item, he is currently outside of the return and exchange period, so the product must be
serviced before it can be exchangedWe recommend the customer schedules an appointment with the install bay in store to have the product looked at by the techniciansThe customer can call the store ahead of time to schedule this appointment, and their phone number can be found on BestBuy.com. We will not be providing an exchange on the unit at this time. Sincerely, Kelsey F

I am rejecting this response because:
I do not want a replacement I wanted a refund I am not happy spending plus dollars for something that is broken why should I settle for a product that has proven to be broken within hours of purchase

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

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

Initial Business Response /* (1000, 9, 2015/10/26) */
Dear Revdex.com,
We have investigated this matter further and based on Mr*** return activity, we will be unable to remove the denial
Thank you,
Dan S***
Senior Specialist
Best Buy Executive Resolution Team
Initial Consumer
Rebuttal /* (3000, 11, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought an item under a return policy that was changed after the purchaseDoesn't seem good business practice, especially for your high spending, eliteplus membersHappy to take my business elsewhere and recommend others do the same if your customer service is not only poor, but different than advertised at the time of sale

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have resend gift cards for two games for a total of $two different times per the customers requestThis was done to the email provided to the customer and the same he provided to this siteThis was on
08/and also on 09/If the customer has not received, he can call toll free ###-###-#### to request further assistance Thank you

Revdex.com, Thank you for bringing this to our attentionPlease know that we are unable to corroborate the customer's claim for any promise of a new unit for the same price of the current orderWe have no documentation of this, and the customer has already been advised that we investigated, and
will not be honoring this requestAdditionally, please know that we do not compensate for time The customer purchased a unit for $plus tax, and a $deliveryThey are asking for a unit that retails for $We respectfully declinePer the terms of use, located on our website, we reserve the right to cancel any order for any reasonThat being said, the customer's order is not canceled, but rather is active and is currently on backorder While we can understand the frustration, the customer can wait for the unit to become available, or cancel the order and select another item Please know that I do understand the frustration of the delivery being promised, and us needing to calling the customer to first reschedule, then to let her know the unit is on backorderAs a gesture, I have issued a $*** Best Buy gift card to be delivered to the address providedAlthough we would not be offering what the customer is seeking, I wanted to extend a gesture for the experience The Best Buy Gift Card will arrive in 1-weeks in a non-descript envelope for security purposedPlease have the customer check their mail to ensure they receive this Thank you again for allowing us to address these concerns Regards, Sarah L

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 appreciate your help Before Revdex.com got involved, Best Buy did abde by their return policy and gave me a new washer My local Best Buy (Saugus, MA) Store Manager was VERY helpful, friendly and understanding I would like to commend her for how she handled this issue Thank you! *** ***

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 just want them to learn from this and not let it happen again to another customer

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. Thank you to Best Buy and to the Revdex.com for helping to resolve this

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
To Whom It May Concern:
Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office as the order in question has since been fulfilledNevertheless, 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 bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have cause the customerThis issue was reviewed by management at the customer’s local store as well as a special support team, and it was determined this is not a
coverable claimThe customer’s claim and estimate do not align with the work that was done to his vehicleBest Buy considers the matter closedRegards, Kathryn S