Best Buy Stores, LP - US Headquarters

I am rejecting this response because: Best Buy still owes me cents

I am rejecting this response because: Again the responder is misleading you. My earlier response was clear in that I was trying to prove to them that I placed my order on 4/25/16. Their present response again only proves that they received something from me

I am rejecting this response because: When the Geek Squad Manager called me, he new nothing about my case or my concerns, he never even read the Revdex.com compliant and proceeded to talk with me about something completely different with much disrespectHe also wanted me to allow the Geek Squad to do another remote access to try and fix the concern that he nothing about after doing so days previous for hours with no end resultI shared with him all the facts and what needed to be done to get Webroot up and running and it seemed foreign to himI asked him how he would correct the issue I gave him and he had no answer so I hung up I will never shop at a Best Buy again as not only did I loose $on the Webroot, the MS Office product I bought was also defective and I had to take that back and get a new on as wellNo because of all of this I cannot get the Geek Squad to stop sending me emails to activate the product that I have and is already up an runningAt point I stopped shopping for years at Best Buy and they have let me down again so many times that I will not shop there anymore, I did not miss the years and I am sure I will not miss the next years!

April 4, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns in the previous correspondence forwarded to your office on April 2, and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** SrExecutive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Thank you for sending this for reviewI have called the customer to ask a few questions about his complaint but was unable to get him on the phoneI have left my direct contact information on my voicemail.Thank you,Karla ***

Dear Mr*** - We're sorry to hear that you are experiencing problems with your Samsung Chromebook. As you are outside of the return/exchange policy, and given the fact that you did not purchase a Geek Squad Protection Plan, we recommend that you take up your concerns with Samsung, who
manufactured the Chromebook you purchased. The Chromebook has a one year warranty for parts and labor and it is Samsung's responsibility to repair or replace your laptop. Regards, Amy C

Dear Revdex.com, We have created the refund check based on the information the customer provided and have also followed up with them directly. Best Buy now considers this matter fully addressed. Sincerely,Kelsey F

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 in that it has finally been resolved The level of unprofessional behavior displayed by their employees is still ridiculous The fact that they can drag an "investigation" out long enough to still reap benefits in the form of interest on the cancelled purchase in my eyes is very unethical (the product very clearly never left the warehouse, yet it took about three weeks for them to "investigate") However, there's not much that can be done about that, I suppose At least my business with them is concluded and I won't have to deal with these people again

Initial Business Response /* (1000, 6, 2016/03/17) */
Dear Revdex.com,
Thank you for bringing *** and *** ***'s insurance damage claim concerns to our attentionI appreciate the customers concern and have reached out to the Sedgwick Claims Management Services to provide an update
Sedgwick has contacted the customer and informed them, the insurance company would need to work directly with *** who is the actual owners of the houseSedgwick then contacted Jennifer with *** to discuss resolution, and they wanted to send their contractor, who is going to do the repair, out to inspect the damage one last timeCurrently Sedgwick is waiting for Jennifer to respond back before they can resolveSedgwick has also emailed *** *** on 3/15/16, and let her know the status with *** and are moving this to a resolutionCustomer replied she was happy this is moving forward
Sincerely,
Dean ***
Executive Resolution Specialist
(612) ***
Initial Consumer Rebuttal /* (2000, 8, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for looking into this issueBoth Jennifer at *** and myself had been trying to get in touch with Ashley for the past month to no availSo I appreciate that we are finally moving forward on the claimAlso, I would just like to commend both Chris *** with GeekSquad and the technician from GeekSquad that have been working on this issue with usBoth of those gentlemen have been readily accessible and proficient in assisting us

I am rejecting this response because: Best Buy does not have anything saying physical damage is not covered. Nowhere on the site or even on their terms and conditions that is specifically for tablets and laptops does it say physical damage is excluded. The representative(s)-- because I asked two, before and after purchase told me everything was covered under the %parts and %labor for television and home theater. Plus on their terms and conditions, nowhere does it mention televisions or the exclusion of physical damage. It should not be my burden as a consumer to dispute what is clearly spelled out which is covered at percent for parts and labor. At this point I want my money returned so I can purchase at another store

Dear Revdex.com, After reviewing the customer's concerns again, we have found the refund was unfortunately processed incorrectly We have followed up with the customer directly to resolve. Thank you again for bringing this matter to our attention Sincerely,Kelsey F

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, though I do not understand what they mean about the stipulations around it Are they saying I cannot return anything to best buy for days? If you can find out about this for me it would be helpful, as I still would like to remain a good customer with Best Buy like I have for many, many years If you can ask what they meant by this please respond back to me Thank you, *** ***

Dear Revdex.com,Thank you for giving us the opportunity to address Ms***'s concernWe have been in contact with the customer and based on the information she provided us, we have found she was entitled to a refund in the amount of $The refund has been applied to the customers credit card and
she should receive the credit in 3-business days. Thank you,Gail D

Dear Revdex.com,Thank you for sending this for reviewI have looked into the customers previous interactions and see that a request for $allowance was made on 9/1/under case #and was closed without any further notesBecause this purchase was made in store and the order starts with
instead of BBY no "allowances" are able to be providedInstead we create a fund in our system that will refund the customer back onto the cardI do not see that any funds have been createdI am more than happy to honor this for the customer however I would like to talk to her first so she is aware that I will be refunding it back to the same cardI have called the customer and left a voicemail with my contact information.Thank you,Karla ***

Dear Revdex.com, Thank you for forwarding Mr***’s responseI appreciate his pre-order concerns and am sorry to hear he has not received the $make good discount code offered to impacted customers. To assist, I have requested a $Gift Card. Customer should receive the Gift Card within three weeks at his * *** *** mailing address Thank you, Dean *** Executive Resolution Specialist ###-###-####

Initial Business Response /* (1000, 5, 2015/12/11) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your negative delivery experience for your electric rangeMy name is Tyrus *** 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 companyI was very disappointed to read that it took much effort in your part before anyone was able to find the problem with delivering the correct rangeIt absolutely is unacceptable that after all of the hassles, we still were unable to a more concise answer as to how something like this could happenPlease know that what you have described is no more acceptable to us than it was to you and I have documented a complaint on your behalf
Best Buy focuses on satisfying our customers every chance we getAs a customer service gesture, I have requested that a refund of $be refunded back to you in the form of a checkI understand that it will not change what happened but I hope that you can accept this refund as an invitation to a better experience with usYou can expect to receive this check within business days from the date on this response
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm very very upset that you say I'm a valued customer, but per your response you didn't read anything I had writtenI have spent thousands of dollars through Best Buy and never had an issueMy husband loses a day of work and for almost three days we have no stove with two small childrenThat is unacceptableThe refund I was looking for was in the amount of $(I was asking for the amount of the stove)If this cannot be done I would like the CEO to please contact me asap at ***I look forward to speaking with someone soon regarding this

Dear Revdex.com, Thank you for bringing this matter to our attentionWe have engaged our field agents who have been in contact with, and visited, the customer and are working towards a resolutionWe would advise that the customer continue to work with the field agents moving
forward. Thanks,

Dear Revdex.com,Thank you for bringing this matter to our attention. We apologize for the issues the customers have experienced and time that has been dedicated to trying to get this issue resolved. The local store in Hagerstown, MD has full visibility on the issue and wants to invite the
customer back into the store to complete the return and exchange. Because the customers are returning phones, there is a systems issue with treating them as "new" customers which many promotions require. However, due to this unique circumstance with these phones, the store management will assist with fulfilling any of the current promotions on any phone available in storeTo be clear, though, neither the general manager or mobile manager from the store is familiar with the offer of a $gift card. Thank you,David M

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the replacement iPad mini and refund request to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsIn reviewing *** ***'s service orders for the replacement iPad mini (#***), we have verified 2-iPads were sent to customer and signed for by - Martin
The UPS tracking #'s verifying this information are as follows:
#***
Replacement Device Tracking #
***
#***
Replacement Device Tracking #
***
We have received one mini iPad returned from customer under UPS tracking #
Defective Device Tracking #
*** - Service Order #***
We have not received the 2nd iPad mini returned which was signed by Martin under UPS tracking # when delivered:
Defective Device Tracking #
*** - Service Order #***
We are unable to accommodate the $refund request until we receive the 2nd iPad mini returned to our company
For us to refund the $216, we would need to know from *** ***:
If they sent back two mini iPads ?
How was 2nd mini iPad sent back ? (UPS tracking # verification)
What address did they sent 2nd mini iPad back ?
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first shipment was never received and was sent back to Best BuyEmployee by the name of Christoper confirmed that Best Buy signed for it and went ahead and closed that service request and initiated a new one which was send to a different address from that of the first requestThe first request was to be mailed to Campbell Way apt Oxnard Ca but apparently whoever entered the shipping label did not enter the unit number so it was undeliveredI have attached a photo I took of my computer screen showing that the first service request was closed (didnt have a printer available)I have also attached the email I received when the second service request was initiated and when Best Buy received the damaged one
Final Business Response /* (4000, 9, 2015/10/07) */
Hello Revdex.com,
We are following up on our previous response to *** ***'s Revdex.com case
In our research and previous response, we acknowledged that 1-mini iPad was returned; however, the 2nd mini iPad along with the 1st mini iPad were both delivered and signed by MARTIN as per the UPS tracking numbers by United Parcel Service (UPS) of America
We are unable to accommodate *** ***'s $refund request
Best Buy feels that this has been addressed appropriately and will not take further action on this issue
Respectfully,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I have been told several times by this company that I would receive a refund, and three weeks later I have yet to receive it. I will file another complaint if I do not receive the refund in a timely manner