Best Buy Stores, LP - US Headquarters

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! *** ***

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

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: 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 Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer. Our full Return and Exchange policy can be found at the link belowPlease reference the Special Considerations section,
specifically, Final Sales and Nonreturnable ItemsPrepaid cards are nonreturnable items, however, we contacted the customer in an effort to resolve the issue and offered an amicable resolution which he accepted Best Buy considers the matter closed. http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ Regards,Kathryn S

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

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the cancelled online orders to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when their online
orders were canceledAfter receiving Mr***’s consumer complaint, we contacted our online support team who informed us their account information has been verified and to replace new orders or online orders, they recommended Mr*** call our online support team directly at ###-###-#### for further assistance Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Revdex.com:
There is ONE BIG PROBLEM, however, I CLOSED OUT MY DISCOVER ACCOUNT ENDING IN *** DUE TO THE VERY POOR RESPONSE BY DISCOVER CARD TO MY DISPUTE WITH BEST BUY. SO I DO NOT KNOW HOW DISCOVER CARD WILL HANDLE THE $CREDIT, I.EWHETHER THEY WILL REFUSE IT, RETURN IT TO BEST BUY. OTHER THAN THAT CONCERN, BEST BUY'S RESPONSE IS VERY DECENT OF THEM. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

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

Revdex.com,Thank you for bringing this to our attention. Please know that after speaking with the customer I let him know that the discount is applicable on sale items, and offered a $certificate to their My Best Buy account. Regards, Nick S

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

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

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, 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

Dear Revdex.com: Thank you for sending this on for reviewI have reviewed the customer's complaint and their purchase in questionBest Buy adhered to all policies and there is no further resolution to be grantedProduct Availability can be a challenging point of frustration for customers, as well as
Best BuyHowever, the lack of a customer's desired product does not violate any policyBest Buy does not manage the service plans or technology for the wireless carriers, so we are not able to speak to the loss of the customer's voicemail, nor are we responsible for voicemail or pictures on customer's phonesIf Best Buy sold a defective phone, the customer could have returned it within days or can utilize the manufacturer warranty beyond that time frame

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 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,

I am rejecting this response because:
I have not received the credit promised to meThe refrigerator has finally been moved to my kitchen however not at any of the stated times I received from Best Buy

Dear Revdex.com, We are currently reviewing this with our verification team and will follow up shortly. Thank you, Dan S. Best Buy

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