Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for your continued partnership in this matter. We discussed with the customer at length, we will not be refunding the order due to our E-Gift Card Terms and Conditions. As stated in the terms, the ownership and risk of loss of e-gift cards passes to the purchaser as soon as we send our confirmation to the recipient. Which we have confirmed that the intended recipient received the order. We also have verified that the order confirmation was successfully sentWe are not responsible for lost or stolen e-gift cards. E-Gift cards have cash value and should be safeguarded accordingly. Our office understands this is frustrating for any customer to experience this and we offered a gesture which the customer did not accept. At this time we consider this matter closed and continue to recommend that the customer works with the local authorities for the next steps.Best Regards,Amanda H.Executive Resolution TeamBest Buy CoInc

I am rejecting this response because:
Best buy employee told me that WOULD workAnother Manager at the Eden Prairie location told me if I had asked anyone at his store I would have been told " sorry we don't sell anything like that"I was told by another manager over the phone to bring the system in to have Geek Squad look at itThe Mankato store refused to look at itThis has been handled terribly by all Best Buy employees involvedPut on hold hung up on, told the would be in contact with me never did, transferred over and over I was told by one employee when I asked to talk to the store manager that he was on vacation for the next month! The system was in working order before the Best Buy power cord was plugged inNo I can not provide proof of that but it seems to be Best Buys standard response to call customers lairsMaybe if geek squad looked at it like I was told they were going told they would have had a better answerSo I do not accept 10% or whatever "deal" you want to give me on a camera system that is fried because of a misinformed employee of Best Buy

Dear Revdex.com,This matter has been resolved the *** returned the phones and a $gift card was offered to her as a customer service gesture and final resolution to this issue. The customer excepted this resolution. Best Buy considers this resolved

Dear Revdex.com,Please note that we have a recorded conversation between the customer and the team lead at Best Buy Corpregarding this matterPer that conversation the customer claims that Toshiba has a $service fee for warranty workWe could not verify the warranty procedures that the customer came across, however in an attempt to deliver exceptional customer service an agreement was made between the customer and Best Buy that we would help mitigate some of the claimed service feeBest Buy does not feel any policies were breached but we could see the customer was looking for additional supportThe offer agreed to and executed on is considered Best Buy's final offer as the product in question is clearly outside of the return policy.Thank you,Best Buy

Initial Business Response /* (1000, 5, 2015/06/18) */
Hello; I am ***with the Executive Resolution Team at Best Buy corporate headquarters
I am sorry to hear that the television has damageHowever, Mr*** was correctly advised previously that Best Buy will not refund or return the
television at this timeBest Buy's return policy excludes damaged items, and this purchase was made in NovemberBest Buy can neither know, nor control, what happened to the unit once it left our possession
Mr***, I apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
***@BestBuy.com
(612) ***

Dear Revdex.com, Thank you for your continued partnership in this matterPlease know that we have partnered with our Executive Mobile team and received validation that the issue is not with Best BuyThe fact that the customer can upgrade his other account supports thisThere is an issue with this specific account on the Sprint sideWe are not privy to Sprint’s system and would not be able to tell you the reason that the customer’s account is denied upgrade access by another entityWhat we can say is that Sprint will not authorize Best Buy to process the upgrade on this account. We understand the Sprint representatives have been communicating that there is no issue they can see on their end; however, we believe this is a deeper issue and the customer would need to reach out to a higher level at Sprint to solve this. We would advise the customer directing his complaint to Sprint for further assistance. Best regards,

Initial Business Response /* (1000, 9, 2016/03/01) */
Dear Revdex.com: Thank you for forwarding this to me for further investigationI sent Mr*** an e-mail expressing my regret for the inventory issueHowever, despite our efforts to manage and track inventory and our desire to fulfill all orders,
sometimes over allocations occur, or the manufacturer is suddenly unable to provide stockI asked him to clarify his desired resolution, but he never respondedMr*** should reach out to the store regarding his purchase needsI did forward the store leaders his complaint for visibility

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, Thank you for your assistance in bringing this matter to our attentionCorrespondence has been received and address to myself for proper attentionWhile we apologize for the inconvenience caused, Best Buy is unable to provide reimbursement for the customer as we are beyond the
day return allowance as signed by the customer at the time of purchaseThis day return period is set by our different mobile providers, and as such is the only time Best Buy is authorized to make modifications to any agreed upon services on their behalfWe do recommend that our customer partner with Sprint if disputes need to be filed in regards to a billing error, promotional or otherwiseBest regards, Shane MExecutive Resolution Team Best Buy CoInc

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the promotion for the Playstation VR launch to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsAs *** *** was informed by our Social Community Connector Mike on 11/14/2016, the promotion is no longer offered or advertised or listed and would be unable to honor the promo offers However, as a customer service gesture of goodwill, we will be sending a $*** Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team 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 caused the customer Based on the contact information the customer provided, we were not able to locate any record of him contacting our
Customer Care team regarding the gift cardNor we we able to locate the purchase of the gift cardRegardless of this, Best Buy is unable to reissue a gift card that has a $balance, and the customer still had the opportunity to make purchases during our Black Friday saleBest Buy considers the matter closed Regards, Kathryn S

Initial Business Response /* (1000, 10, 2016/02/02) */
Dear Revdex.com: I have spoken to the customerWe resolved matters completely via phone and e-mailAll parties have been notified and given the appropriate feedbackThank you!

Initial Business Response /* (1000, 5, 2016/02/10) */
Dear Revdex.com,
Best Buy has opted the customer out of marketing as of 1/The customer was informed that this process can take up to business days to fully take into effect
Regarding the delivery of the TV, we were not able to locate a
purchase receipt or order numberCan the customer please provide the customer pin number located on her receipt or an order number if purchased online?
Kind regards,
Ash E

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

Initial Business Response /* (1000, 5, 2015/07/02) */
Hello Ms***,
Thank you for contacting Best Buy through the offices of the Revdex.com regarding your home audio installationMy name is Cassie and I work with the Executive resolution team at Best Buy corporate
I'm
extremely sorry for the difficulty that you've had with your speakers, and I understand your frustration
Best Buy offers a day warranty on all home theatre servicesUnfortunately, according to our records your service was performed in August of Because of this we are unable to offer you a redo of your services at this late date
You can review our guarantee by visiting the link provided below:
http://www.geeksquad.com/why-choose-us/our-guarantee.aspx
I'm extremely sorry for any disappointment that this causes you
Thank you for making Best Buy aware of this situation
Kindest regards,
Cassie E

Initial Business Response /* (1000, 5, 2015/12/22) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBased on the information the customer has provided we have been unable to verify the purchase that was madeUntil the purchase is verified, we cannot determine why the return was
deniedCan the customer please provide the customer pin number from the bottom of the purchase receipt? Also, any further details the customer can provide regarding this situation will assist greatly in working toward a resolution on this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with Best Buy store supervisors John and Matt since 12-19-They also contacted their supervisor regarding this issuePer policy their is nothing that excludes my open box (certified in excellent condition) item from an exchangeI have wasted several hour of my time trying to solve a problem that Best Buy caused by selling me a damaged productCustomer pin ***
Reference number ***
Final Business Response /* (4000, 9, 2015/12/28) */
Dear Revdex.com,
Thank you for allowing us to follow up on this matterThe Best Buy store has been in contact with the customer regarding this situationThe customer purchased two open box televisions one of which did need to be repairedThe customer received a resolution proposal from the store, which the customer acceptedBest Buy considers this matter closed
Thank you,

Dear Revdex.com, Thank you for forwarding this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Mr*** when dealing with this Please know that Mr*** contacted our executive offices and we were able to partner with our internal teams who located
the items and shipped to our local storeMr*** was contacted and he has picked up the products Best Buy considers this matter resolved nevertheless, please forward any other concerns and we will address accordingly Thank you

I am rejecting this response because: If the email simply said subject to change, I would understandHowever, the expiration date on the email is very deceiving as it falsely implies that value is "locked" until that date

Dear *** ***,We have attempted to reach you directly via the phone and email you provided on your complaintWe need more information regarding your purchase and the damage to the televisionYour television was purchased 5/29/and you state the issue occurred on 8/3/There is some
time between the purchase and the television breakingCan you please provide us with more detail on this? Thank you, Best Buy

I am rejecting this response because: I understand the policy, however I was told that the price woud be matched and I have attached phone records showing that I contacted Best Buy on the day that I received the televisionI would like to return the television if the stated price match is not going to be honored