Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office in our previous response and we maintain our positionBest Buy provides a day return and exchange period, for our Elite Members, on most of our productsMr*** is correct when he said he had until Feb 14th to return the productIn an effort to remain fair and equal to all of our customers, we are unable to make an exception to this policyMr***'s request is past the return/exchange time frame. Thank youGail D

Hello Revdex.com, We have contacted Ms*** and working to pick up the TV for a refund and the refund would be provided once the unit is received back at the store and/or warehouse The pickup date was for 5/27/17; however, when reaching out to Ms***, we have been unable to leave a voice
mail as the mail box is full (###-###-####) Respectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com (Revdex.com): When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy -
and available on our website too. Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C The receipt received by Mr*** at the time of the purchase of the iPhone on 02/27/states the following printed on the front: SERVICE AND SERVICE OPTIONS AT&T UPG NEXT IPHONE (5) GSP COMPLETE ADH MONTHLY B For each claim, your GSP Service Fee will be $and your Loss and Theft insurance deductible will be $249.99. You have purchased month to month plans, which automatically renew until canceledYour credit card will be charged on a monthly basis for the plans identified on this receiptCall 1-800-Geek-Squad (***) to cancel either the GSP or Loss and Theft planSee Terms and Conditions for complete details I AUTHORIZE my card to be charged a first payment plus applicable tax today & each month until Geek Squad Protection and Loss & Theft coverage is canceledService Fees, deductibles, and claim limits apply We only offer this for clarificationAs per the above information printed on the receipt and received at the time of the purchase outlining the terms and conditions of the GSP plan concerning the $service claim fee, we would be unable to accommodate Mr***’s screen replacement at no charge or accommodate the previous monthly fees paid for the GSP plan coverage Mr*** has the option of canceling the monthly GSP plan by calling 1-800-***. Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

(The consumer indicated he/she ACCEPTED the response from the business.)
We got the fridge, which is what we wantedIt took over hours of phone calls to get that, which is why we will NEVER, EVER shop at Best Buy again

I am rejecting this response because:It is bait and switch when you have inaccurate information on your websiteI was told three different things by your employeesIf I am still able to return it after the two week return period, I will be glad to wait until there is a black one in stock or I would like my original request of a gift card for the misinformation and time/gas I've wasted

Revdex.com:Thank you for your assistance in this matterAs of today, the situation as been resolved and I am satisfied
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about you recent repairMy name is Cassie and I work with with the Executive Resolution Team at Best Buy Corporate Headquarters
I
am sorry to hear that your computer is still experiencing trouble, 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
We guarantee computer services provided to you at the Geek Squad Precincts, Geek Squad Stores, in your home, in your business, online or over the phone for daysHowever, for repairs necessitated by a virus or spyware, our service guarantee is only valid if the anti-virus and anti-spyware protection for your product is installed or updated during the repair or before you again connect to the internet
All that you would need to do would be to bring your computer back to the precinct and they will get to work to make certain your computer is at 100%
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E

Dear Revdex.com,Dear Revdex.com,The Customers concerns have been resolved.To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have contacted the Customer through voicemail and email, to report that the contract in
question is cancelled and that the requested refund of $has been processed to go back onto the credit card in 7-daysI have also left my contact information. If there are any questions, problems or concerns, please feel free to contact us. Warmest Regards, Best Buy Warmest Regards, Best Buy

I am rejecting this response because: in this case an exception should be made, the day policy is unfair, and is not long enoughBeing a first-time customer, and this is how I get treatedNo one is even trying to help me resolve this issueThe damage to the TV is not my fault and BestBuy is making like it's my fault, like I'm the one who broke the TVBecause I'm not an elite member, I only get days to return/exchange an item instead of days and that is unfairBut like I stated earlier, in this case an exception could and should be made BestBuy has my $and I have a broken TV that I can't use or have anyone to fix it, or replace it, or get my money backI went through so many channels and no one can help meThis is really bad customer service, all you can reply back is about the day policySomething can be done in order to resolve this issue, and I'm not going to stop until it is resolved

Dear Revdex.com, The customer can access the actual verbiage with the link provided in their rebuttalThe very last section, "Why we need your ID?" states: Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchaseReimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursedWe accept U.S., Canadian, and Mexican Driver's Licenses; U.SState ID; Canadian Province ID; Matricula Consular; U.SMilitary ID; Passport; U.SLaser Visa; and U.SPermanent Resident CardOur third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returnsIf we caution you or deny your return, you may request a copy of your Return Activity Report by calling ###-###-####Kind regards,Ash E Ash E

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-***

December 16, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as it is my understanding that the transaction in question has since been returned and a refund was issued. Nevertheless,
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.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/04/Best Buy has addressed the customer concerns and offered the customer a gesture for her experience.Nevertheless, please forward any additional concerns to our office and we will
respond accordingly SincerelyBest Buy

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 resolutionI have emailed and spoken to the Customer and we have agreed to speak this week to resolve this matterWarmest Regards, Best Buy

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

Dear Revdex.com Item Lost in shipment A refund of $952.94 was made to the original forms of payment was issued on 12/12/Trans action # *** *** *** *** Best Buy considers this matter resolved.Thank you Larry S

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

Attachment attached again

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

I am rejecting this response because:
I have already purchased a better version of this product from staples.com for the sale price I was seekingI no longer intend to purchase this product from Best Buy as this shopping experience has been terribleThank you