Best Buy Stores, LP - US Headquarters

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 positionNevertheless, please feel free to forward any additional information and we will respond accordinglyThank you again for making Best Buy aware of this situation

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, Thank you for bringing this matter to our attention. Best Buy verified the purchase of the Geek Squad Protect and Support plan on March 5, 2016. The terms and conditions of the plan that the customer agreed to can be found here:
http://storage.bestbuy.com/geeksquad/terms/geeksquad_ps/geek_squad_ps_current_en...⇄ Customers have access to 24/agent support online, phone, and in-store. In-home service is not included in the plan. Quite often, an issue like the customer is experiencing can be resolved either through on-line or phone support. There is information on the following web page for this type of assistance: http://www.bestbuy.com/site/computer-tablet-services/geek-squad-protect-support-...⇄ customer does have the option of cancelling the plan at any time. This can be done over the phone, in person, or via the mail. The customer is eligible for a pro-rated refund for the unused duration of the planThank you*** ** *** ***

Dear Revdex.com, Thank you for bringing ***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to the customer directly and found a solution acceptable. Best Buy considers this matter closed
Sincerely, Scott M

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 resolutionWe also have forwarded this complaint to the correct Department to follow up with the Customer accordinglyI will be
contacting you as soon as I receive a response from the Customer and our Department that that specializes directly with car installation Warmest Regards, Best Buy

I am rejecting this response: the time to return all items to the store has always been the conventional time used in all manners of business: the first day begins by counting from the first hours An attempt to return the phones was made on the 14th day from purchase, not the 13th day Best Buy has a written policy of days, not days from purchase I am gravely disappointed by their failure to honor that policy There are far too many unlawful acts committed I this transaction, confirmed by Sprint accepting the return and agreeing with me on the conventional time count They offered me the promo I was told by Best Buy was no longer effective Please acknowledge that best buy is developing a poor rating by consumers as far as satisfaction with this policy, and referrals, pursuant to the Revdex.com site.I stand by my statements that this was a restocked item sold as new, but nevertheless , find that all of my previous experience has been outstanding...and the wireless department may operate under commissions and find a need to disregard store policy for personal sales This response should be double checked that it is actually coming from corporate representative, and not a sales associate, which would be deceptiveThe staff is very knowledgeable and professional, I do not want to let one unfortunate experience taint my doing business with Best Buy But they should abide by their policies, even at the risk of losing one sale

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄

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, Thank you for your partnership in bringing this matter to our attention. Best Buy has already given our final stance on the matter. We apologize about the information given to the customer at the time of the diagnostic by the technician however our Geek Squad leadership stated
under the Terms and Conditions the infestation that was documented is not covered for any repairs or replacements. Again, we are not stating that this is the cause of the issue but we can’t have our agents/technicians work on the unit under the terms of the plan. We have supplied the customer with the documented photos as requested. This is Best Buy’s final communication and stance on the matter.Best Regards, Amanda

I am rejecting this response because:Within the link provided, I still do not see any reference to the fact that they were going to replace something that I did not request to have replaced, without at a minimum, contacting me first and advising me of any options This is not a good way to do business As a one-time courtesy, and to retain our business, they should be willing to retrieve my data, which is a simple process for them, without making me pay nearly $Simply put, if I took my car in to be worked on for a specific issue, and other issues were found, I would be prompted with those issues and given the option on how to proceed When it comes to someone's personal property, you do not just remove and replace things without notifying them that you are going to do so

Thank you for sending this over for reviewI apologize for the extra day delay there was in the shippingI have gone ahead and refunded the shipping of $and the customer should receive this in 3-business days. Sincerely, Karla ***

Initial Business Response /* (1000, 7, 2015/12/31) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressedThe promotion in question is only eligible on upgrades to the existing carrier, not new lines of serviceTherefore the activation does not qualify for the
promotion
The customer was previously advised to visit the store who were willing to rectify the activation however the customer declined
Best Buy will not be offering the $*** gift card as the resolution was denied by the customer
Thanks,
Initial Consumer Rebuttal /* (3000, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The activation did qualify for the your promotion and that is why I received a *** Dollar Gift card that I used towards a the DepositThe problem is your employee lying to us and telling us that we could add a "new line" so that we get the gift card in the amount of "***" and then telling us all we had to do was switch the old number that was out of contract to the new line " Which is against Verizon's policy
The reason I did not except the your first offer is because
We used the two hundred dollar gift card that we received for the new line on the depositIn order to except your offer we were required to pay *** dollar and then we would still have to wait days to receive a refund and my wife would be with out a Phone until we received it
Ok so you are saying that the promotion was for an upgrade on an existing line of service and not a new lineWell that is exactly what we wanted in the first place, before your employee told us we had to get a new line and then switch our old number to the new lineSo the resolution your store offered was to return the Phone and cancel the "New Line" pay *** dollars and then wait days to get it back in a check
So since the "Promotion in question" is only for upgrades then I will except your resolutionI will upgrade my wifes line, get the *** dollar gift card and then give it back to you and cancel the new one
Final Business Response /* (4000, 11, 2016/01/05) */
Dear Revdex.com,
Please be advised that the return policy for mobile phones and contracts is daysThe promotion for the $*** has since expired Best Buy does not honor previous promotions
Thanks,

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

01/05/2017To whom it may concern,Best Buy has confirmed that this return was received on 12/27/2017. As it turns out, we have experienced higher than expected return volume, which has created a backlog of returns awaiting processing for refund. As of today, all refunds dated up to
12/27/should be processed and completed. Nevertheless, should any further issues arise, do not hesitate to reach out directly for support

Dear Revdex.com, Thank you for bringing this to our attention and we are very sorry for any inconvenience this caused*** *** was refunded on on 1/14/back to the credit card used to make the purchase*** was also offered a $** Best Buy gift card that was redeemed on 1/27/
This matter should be resolved but please let us know if *** needs any additional assistance. Sincerely, Dan S.Best Buy

Revdex.com, Thank you for bringing this to our attention, please know that we have been able to successfully exchange the dryer that having issues and have sent a check of $to the customer. Regards, Nick S

I am rejecting this response because: Best Buy tried to sell me "another" same computer while this one was getting replaced Now I own TWO of the very same computer.Very shady sales practices at Best Buy!!! The store manager offered me 50% off the same product, then when I went it he said it could only be 20%. This "upsel"l they do is warranting a class-action suit if they do not address these issues

Dear Revdex.com,Thank you for contacting us regarding this matter. On January 16, the customer purchased Geek Squad Protections for accidental damage from handling and loss and theft protection for each of two phone line. The customer elected to be billed monthly for the coverages.
Per the terms and conditions of the Geek Squad Protection plans there is no fee for cancelling protection. For a customer that gets billed monthly after the last charge is processed, protection will extend to the last day of that coverage period. There will be no further charges, but previous charges cannot be refunded. The terms and conditions can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat280100050014.c?id=p...⇄ The customer consented to the terms and conditions at the time of purchase. When the customer contacted Best Buy in April, the cancellation for each of the protection plans was processed per the customer’s request. Best Buy has no record of a request of cancellation in February. We consider this matter closed.Thank you,David M

Hello Ms***,Thank you for contacting Best Buy through the office of the Revdex.com about your computerMy 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 you 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.Unfortunately, Best Buy is unable to provide replacements or refunds on products covered under manufacturers warranty without the customer having first obtained a return authorization number from the manufacturer directlyAccording to our records, your computer has been sent out for repair, and should be available for pick up at your local store soonYou will receive and update as soon as it becomes available. Again, I apologize for your experience.Best,Cassie E Exec Res Sr