Best Buy Stores, LP - US Headquarters

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com complaint If *** *** is a victim of identity theft and disputes the charges to their debit/credit card account for the online purchases were not made by them, they would need to continue working with their bank disputing the purchases to their account and follow the dispute process their bank has in place for these types of situations As we outlined in our previous response, our finance and sales audit teams will work with their bank once the dispute is received Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: I feel as though my time has not been compensated for by any means, I talked to Bestbuy and was simply only offered the $restocking fee reimbursementAs I mentioned before, I had wasted minutes to an hour sitting in there mobile tech section waiting for them to try to figure out why the phone wasn't activatingI then spent around 3-hours extra driving around looking for the sim card that they told me I needed which they said they did not have and they did, making me have to drive back again and buy it, then go back homeThen carrier tells me the phone doesn't even work, making me have to again the next day drive out and return the deviceNot to mention arguing over the phone with whoever I was speaking to about getting restocking fee waivedI feel I put in a lot of painstaking just to get the fee back alone and deserved more than was givenI feel kind of brushed to the side with this one even though they did reimburse the feeIt would have been nice to see them make a better attempt to make things right

Dear Revdex.com,Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office.We have refunded the charge and cancelled the service as requested by the Customer.Please forward any additional questions or concerns to our office and we will respond accordingly.Warmest
Regards,Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Ms*** due the haul away not completedUpon further review we have noticed that the haul way was completed on 11/04/16. Best Buy considers this matter
complete nevertheless, please forward any additional concerns to our office and we will response accordingly. Thank you

Dear Revdex.com, Mr*** has a 76.32% return rate and has returned $32,of the $42,purchased since Due to the high return rate and amount of returns, we will be unable to lift the block he received. Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com, Mr*** received the Incipio - offGRID™ mAh Moto Mod Portable Charger - Black free of charge at the store Dublin, OH on 1/12/This matter should be resolved. Thank you, Dan SBest Buy

Dear Revdex.com,The problem the customer was experiencing was resolved internallyThe issue the customer is currently referring to is not the same matter The SNES product the customer is referring to sold out within minutes of being made available. Once inventory was no longer available all subsequent orderswere canceled. Best Buy's published Terms of use of the Best Buy Web site state that Best Buy may cancel any order for any reasonWe are very sorry that the customer was not able to acquire the product. Best Buy considers this matter resolved

I am rejecting this response because: The Best Buy employee is a representative of the store, so if the employee is selling a warranty under a Pretense then the company is obligated to honor what the employee stated to sell the warranty! This included, "any/all damage to the TV is covered in the warranty!" This is not the first complaint where an employee is selling a warranty under pretense, there are numerous claims against Best Buy with this same accusation

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the *** laptop charger cord purchase to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations when the connector plug was not included with the *** charger cordAs a customer service gesture, we will be sending a $check from our corporate office which *** can purchase the connector plugThe check should be received in approximately to business days
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I know a $laptop plug is not a big deal, but we have just gotten tired over the years of ordering something only to find out that the order has been changed or is incorrectI appreciate Best Buy's resolving this matter and for the Revdex.com's quick response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is still disturbing to me. Especially in how I was treated. I have accepted their offerBut they only offered to me once I raised hell about it. I still don't feel good, especially after the rudeness and disregard I received over the phone from Insignia rep, I believe his name was Michael

Dear Revdex.com, Thank you for forwarding Ms***’s concerns to usWe apologize for any inconvenience this may have caused to the customer. The device we got from the customers was not unlocked within the allotted time and they were charged accordinglyThe client would have received email
notifications and had days to resolve before the charge went throughWe are not able to reverse the charge and Best Buy will not provide a refund for this matter. At this time, we consider this matter closed. Sincerely,Kelsey F

Dear Revdex.com, Thank you for bring this matter to our attentionFirst of all, we are very sorry to hear about the setbacks endured by Mr*** when dealing with this matter Please know we have contacted Mr*** to assist with this matterWe have been able to remove the warning that
prevented returns and exchanges so that he is able to proceed with the exchange of his camera. Best Buy considers this matter resolved however, please forward any other questions or concerns and we will respond accordingly Thank you

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 would however like it to be known that I brought my laptop back to Best Buy in Conway on Sunday the 11th because the back light on my keyboard was not working since I received it backLuckily, they were able to open it up in house and reconnect the wire that had simply not been reconnected at the Geek Squad service centerThis was simply a lack of quality control on their partEverything looked good and I brought it home.That's when I noticed the disc drive (an ultra bay accessory on ***s, which are removable) was ajar in the computerIt wasn't just slightly out of place but was actually jammed back inside with no care as to how it should beIt took me about minutes to work it freeOne of the clips on the optical drive that latches the drive in place was bent and forced upward, which made it impossible to put back inI luckily was able to fix it, but again, this showed a severe lack of quality control and care on the part of the Geek Squad people who fixed it.Overall, when I finally got my computer back, I had to fix personally or had to return to the store to fix different thingsI personally feel that while the gift card makes me feel okay still shopping here, I would be EXTREMELY unwilling to go to Geek Squad ever again given the quality they have shown and the lack of working with me to make it better

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey have refunded me for the product that I could not use Thank you

Initial Business Response /* (1000, 11, 2015/10/01) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that the Geek Squad Tech Support plan was in fact refunded, as an exception, by the store
There is no Geek Squad Protection coverage so the repairs need to
be performed under the active manufacturer warrantyBest Buy can facilitate sending the computer our for repair but will not be covering the costThe manufacturer will be providing any coverage per their terms and conditions of warranty
Best Buy will not be approving an exchange/refund of this unit as it is outside return policy
Thanks,

Dear Revdex.com, Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position Thank you

I am rejecting this response because: A refund was issued to me nor PayPalI've spoken to PayPal and attempted to add Best Buy conference callEach representative I spoke to - times that day sound very confused and they could not resolve the issue, they conveniently disconnect the callWhen I ask for the supervisor, they would transfer back in the queque or Sales Dept whom connected my call to supervisorSupervisor made all types of excuses

Dear Revdex.com - We do not see that the order was cancelled, which happens sometimes when items are backordered in our systems, however, we are showing that the Fit Bit was delivered to the customer's mother on 5/11/2016. We also see that the order has been returned, however, because there has not
been a refund processed, we are uncertain how the item was returned. Unfortunately, the customer attempting to cancel the order with his credit card has created an additional hiccup. We need more information from the customer regarding the package that was delivered to his mother on 5/11/and any subsequent returns that may have been made. We are happy to continue to review the customer's concerns, however, as stated above, the fact that the customer instructed his credit card company to dishonor the payment has created some additional issues with the payment capture information. Regards, Amy

I am rejecting this response because: It was a used game Most stores like game stop allow returns of used games The receipt stated most items are allowed to be returned within days and made no mention of used video games Also no one informed me of this inside the store before the game was bought. I am most concerned about the way I was treated by the jrManager and then the manager The jrManager told me to "get out of my store" because I was asking clarifying questions The store manager told me I was being "belligerent and cussing." I asked him what I did and he said I used the word "damn." I told him I did not and was not at all belligerent He said he would go with the jrAssociate's statement over mine and would not check the video camera If he checked the video camera to prove I was not being belligerent

Initial Business Response /* (1000, 11, 2016/02/18) */
Dear Revdex.com: Thank you for this referralI reviewed matters and spoke to our customerShe received the correct freezer and was issued a gift card as a service gestureI am sending feedback to the store and kudos to the warehouseAll has been
resolved and closes the Revdex.com case and matter at handThank you!