Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing the customer's order concerns to our attentionCustomer's order # BBY01-*** was cancelled on 12/7/due to the order was not activated with the Verizon service planUnfortunately, the special pricing at that time was depended on processing the carrier
financed plan, and we are unable to accommodate the customer's request without it.Sincerely,Dean ***Executive Resolution Specialist###-###-####

I am rejecting this response because:
Part of my complaint (which was ignored for some obscure reason) is the ability to return the product that I purchased in perfect working and physical orderI have never had a problem with any other business returning any item that I've purchased within the standard days.Since when are businesses (or people for that matter) allowed to set a far shorter term - which is completely unreasonable, if not flagrantly unethical?I reject the excuse given because the business in question (Best Buy Stores) did not respond (anywhere near) within days either - which note, is their own completely unreasonable standard - that they neglected to adhere to as well as I am accused.The standard needs to be fair and equitable for both parties involved in this dispute, obviously

Initial Business Response /* (1000, 7, 2016/03/01) */
Dear Revdex.com,
THE 40" *** TV was exchanged on 2/10/for a new modelThe 48" *** TV was exchanged for a 50" model on 2/18/
This matter should be resolved
Sincerely,
Dan ***
Best Buy Executive Resolution Team

I am rejecting this response because:
I have not been contacted since filing this complaint

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. However, I would like to receive correspondence or any communication from Best Buy Corp Hdqtrs about this resolution and what fraudulent and/or mismanagement details were completed in the investigation of the local store personnel We spent months and months trying to resolve this matter with the local store and we got various stories and denials insisting we received product and charges for it accordingly.....which were all falseWe then had to spend over $in letters and correspondence to Corporate to get any kind of resolution. Sincerely submitted, *** ***

Dear Revdex.com: Thank you for sending this on for reviewThe customer's TV could not be replaced with a comparable item, but they were given credit for the amount they spent, which fulfills any protection planHowever, in this case, the manufacturer warranty provides coverage, and the customer was
approved for an exchange - which is a credit for what they spent on the original TVAs a customer service gesture, I would consider refunding the Geek Squad protection (if purchased); however, I need the original transaction details or contract IDThank you!

Dear Revdex.com, Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. Our records indicate the customer purchased the television in November of and was told by the store that the product is not exchangeable due
to physical damageOur last documented contact with them was in March of 2016, when we advised the customer the product isn't eligible for an exchange At this time, our answer remains the sameWe will not be providing a refund or exchange on this product and consider this matter fully addressed Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com, Thank you for bringing this to our attention. Our records indicate that Ms*** has been working directly with our Social Connections team who sent and re-sent a $electronic gift card to her email of ***@yahoo.com in order to fulfill this promotionHas she
still not received it at this point? Thank you, Dan S.Best Buy

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has cancelled the order and accepted returns of the items and has issued a refund to the customerNevertheless, please forward any additional concerns to our office and we will respond
accordingly SincerelyBest Buy

Dear Revdex.com, I have spoken with Ms***-***As a one-time exception we are going to have the return block lifted and then I will contact the store to coordinate the returnWe are making this exception because of the circumstances outlined in her complaint. Thank
you, Dan S.Best Buy

I am rejecting this response because: Best Buy in Mankato, MN would not even look at their video of the back and delivery doors to see if anyone was carrying a TV into the back room during the days/nights of May through May 14thI don't understand why they will not even entertain the thought that I did not switch the Walmart TV with the Best Buy TVThey have automatically assumed that I switched the TV because they do not know me but they are absolutely positive that their employees wouldn't steal from themI guess if I can prove that I haven't bought another TV for the past years, they should be able to prove to me that none of their employees have stolen from themI did not cause the scratch and breakage of that TV and I do not want it replaced any longer, I want my money back

Initial Business Response /* (1000, 5, 2015/11/27) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the online order (BBY01-758899005296) refund request to our attention
Best Buy deeply apologizes for any frustration *** ***
experienced in receiving the refund for the online order and I'm disappointed we did not meet their expectationsWe have credited their online order today in the amount of $1,
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attentionPlease know that neither price match the customer requested qualified under our Price Match GuaranteeThe first request was for a competitorbest Buy will only match the approved competitors at the time of sale; however, we will match our
own prices within days of the sale The second request was for our price; however, the price was for a bundle promotion, and we do not match bundlesWhen a bundle is broken, all items return to their original price We are deeply sorry for the experience and the confusionI have made a onetime exception, and matched the bundle for the customerThe customer has been issues a $refund ($plus $in tax) to the card used at the time of paymentI personally processed thisThe customer should see the refund within the next 1-weeks, or 1-billing cycles, depending on their card I have copied the link to our Guarantee for future reference: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ Thank you again for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com,Thank you for your continued partnership in this matter.At this time, our executive office has been informed that our claims managing partners, Sedgwick, has received the claim and will be contacting the customer directly with a final resolution in regards to all the details providedWhile we would consider this matter closed, we can provide neccesary follow up if the customer does not here from Sedgwick in regards to their claim.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Initial Business Response /* (1000, 5, 2015/12/14) */
Revdex.com,
Thank you for brining this to our attentionPlease know that the customer is correct in that the plan he purchased at the time was a replacement planUnder this plan, the unit would be rapid exchanged, which does require the unit to
be sent out; the replacement would then be sent back to us for the customer to pick up in hours
I sent this information to the store who claim that our system would not allow the unit to be processed correctly, and we are working to see if there was a system issue, or if additional coaching is needed
We deeply apologize as we would never want to disappoint our customer
The store has contacted the customer and is replacing the unit in store to rectify the matter and make the situation right by Mr***
Thank you again for bringing this to our attention and allowing us to address Mr***'s concerns
Regards,
Sarah L
Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initially, when I filed my complaint I felt as if the store & General Manager Chad D*** were not addressing my issuesAfter talking to him further & realizing that he was waiting on further information from his corporate office, he has addressed my warranty issues and replaced my itemI did not respond because of the lack of help that I felt as if I was not gettingI am responding to my complaint because the General Manager Chad D*** along with his store have been above reproach, exceptionally worthy of my praise as a customer, and as a former manager myself, Chad D***'s managerial skill set is very commendable.Anyone can speak negatively about a business, but if you have the courage to stand a say that I may have jumped the gun and overreacted, and I appreciate being able to say that in haste; I didn't let the process workHis staff including Mike S*** have resolved my issues & I can and will say that I am proud to be a Best Buy customer & I will continue to shop with Best BuyThank You again Best Buy, the store staff @ ***, and most importantly Chad D***, General Manager of the store

Hello,We have contacted the customer via telephone and resolved the matterExplained the price match policy regarding iPhones and reached a compromise that the customer found to be acceptable. Best Buy considers this matter resolved. Thank you,Anthony W

Dear Ms***, Thank you for forwarding your complaint regarding your drone through the Revdex.com Unfortunately, the product was physically damaged when the return attempt was made, and because of this, the return was deniedWe have forwarded the information provided by
your husband to our *** contacts to see how they may be able to assist, but since the product was damaged when it was brought back to the store, we will not be processing a refund or return We are still looking into other resolutions and will follow up with you directly. Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Mr***,Attached is a copy of the terms and conditions of the planYou are welcome to create/manage your account online and view these documents at www.MyProtectionPlan360.com/pacific sales.Thanks,

I am rejecting this response because: Did you not read my entire complaint? I have already had Twin Cities Appliance out here times for this same issue and STILL not working properly! As a matter of fact, just took a pair of black sweats out of laundry machine and they come out with a the same issue, linty film on these. They did not even look like this when I put them in the washer. How many service men does it take to have someone tell us this is a "lemon". This should NOT keep happening over and over again on a machine this new!!!!!I have attached pictures of two different items I have washed and they come out with this filmy/dirt on them which was never there when I put in to begin with. It's a shame my clothes look dirtier after I get them out!!!!*** ***12-***

I am rejecting this response because:
Best Buy did not read and fully understand the issue Amy states that I took my computer to Apple rather than taking back to Geek Squad for repair That is false I simply talked to Apple technicians via internet chat about the issue only because it was the Apple features that were not working, which was also a suggestion from my local Best Buy's Geek Squad agent After Apple concluded it was a repair issue done by Geek Squad, I did indeed take my computer back to my local Geek Squad for repair The Geek Squad agent looked at a few things on the computer, told me to do an operating system re-install, and sent me home.Additionally, at this point the fact that the service plan expired is irrelevant Within the days after "repair", I did go back to Geek Squad, as I mentioned above, and they sent me back home with it After being guaranteed times now that I would be contacted in 2-business days (I called and talked to 1-800-GeekSuad before I submitted the complaint), I have yet to be contacted by corporate Extremely disappointed