Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
This should have never happened in the first placeWhile the charges were dropped it took four days to hear back from Best Buy's managerial team on the matterI was personally told by Best Buy mobile I would hear the first dayThe ONLY reason the GM ever contacted me was due to this communication, not because he generally felt bad about the matterI don't think just dropping the charges off is enoughThe entire situation was ridiculousI need to know that this isn't going to happen again to anyoneThat Best Buy will take personal responsibility in training their staffI should not have to wake up one morning and see that there are fraudulent charges on my account

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer As the customer is within our return policy for his TVs we have advised him he can return them for a full refund.
Best Buy will not accommodate the request the customer had for a discount on the products. For the miscommunication on the credit card issue Best Buy offered a make good gesture of a $*** Best Buy Gift Card Sincerely, Scott M

Hello,Customer has received replacement refrigerator on 10/26/and our records indicate delivery and installation went as plannedLeft customer two voicemail messages followion delivery and did not receive a responseBest Buy considers this matter resolved. Thank you,Anthony W

Initial Business Response /* (1000, 10, 2015/09/22) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the Geek Squad Technical Support (GSTS) plan 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 expectations***'s purchase of the GSTS plan for $is within the 30-day return period as per the GSTS Terms and Conditions (T&C) planI've included the T&C of the GSTS plan below:
http://storage.bestbuy.com/geeksquad/terms/gs_tech_support/gstechs_2014_06_30_to...⇄ /> To cancel the GSTS plan and receive a refund, *** would need to return to our Monroe store (#1507) before 10/08/(Purchase date was 09/08/2015)
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com,We have reached out to Mr*** by phone and email. He has not responded to our attempts to contact him.Best buy considers this matter resolvedWe will reopen this case if Mr*** responds. Thank you,Larry S

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have contacted Ms*** and assisted with the purchase of the Hoover vacuumBest Buy considers this matter closed Thank you

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s Plantronics earbuds and replacement request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have included
in attachments a copy of Ms***’s purchase receipt or invoice from their website order placed by Ms*** on 8/29/The invoice only shows the earbuds on the purchase with no Geek Squad Protection (GSP) replacement plan purchased With the purchase being outside our 15-day return period, we would be unable to accommodate a return or replacement through Best BuyFor replacement, Ms*** can contact the manufacturer directly at the website Plantronics provides under their 1-year manufacturers’ warranty for replacement: www.plantronics.com/warranty http://www.plantronics.com/us/support/warranty/ 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 our store manager personally connected with Mr***, and he had already purchased the Note from our Evansville store at the discounted price of $off through Verizon. He had opted not to trade in his phone with Best
Buy and the additional savings he saw were from a trade in promotion with Verizon. We let him know he could trade in his phone at Best Buy, however the savings would not be as significant as the original offer he saw onlineThe store offered a Gear camera as a gesture for the experience, and he has acceptedThank you again for allowing us the opportunity to address the customer's concernsRegards, Sarah L

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the $Best Buy gift card purchased from online order #BBY01-*** 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 expectationsA new $Best Buy card was reissued for Mr*** *** and sent to his son *** *** on 01/04/ The new $Best Buy gift card was subsequently used on a new online order placed by *** *** (BBY01-***) on 01/13/(gift card #***) With the new $Best Buy gift card being redeemed on the above online order by *** ***, we would be unable to accommodate Mr*** ***’s refund and compensation request Thank you again for making Best Buy aware of this situation Sincerely, Steven ***Executive Resolution TeamBest Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear that Mr*** ***'s appliances were not delivered on the promised datedPlease know that we have contacted the customer and verified all appliances,minus a range,have been deliveredThe service for the
range is set to be completed on 08/and we will continue to monitor the situation to ensure a positive experience Thank you

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. We apologize about the inconveniences and the experience that was displayed Again, we recommend that you continue to utilize your case manager through Sedgwick. They are the main point of contact not Best Buy in regards to a claim that was submitted. Yes the customer purchased the appliances from Best Buy however Best Buy utilizes Sedgwick for any damages that may have occurred during the delivery and or the installAgain here is the number for the customer to contact ###-###-####. Best Regards, Amanda

Revdex.com, Although we cannot verify that the product the customer is trying to return is not the product we sold him, our store offered to return the unit as a onetime exceptionThe customer declined this offer and was unwilling to drive to the storeFurthermore, when we ship any apple product, we are
required to scan the serial number which appears on the actual package and/ or shipping labelTherefore, even if the customer received the wrong product, it would still have a matching serial number on the shipping documentsIf the customer would like to reconsider our manager's offer, he can connect back with him.Thank you again for allowing us to address the customer's concerns Regards, Sarah L

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your assistance with this resolutionIn the end, Best Buy did the right thing and I will still regard as positive

Initial Business Response /* (1000, 6, 2015/08/20) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** concern regarding the refurbished ** computer purchased from our Marketplace seller Cowboom to our attention
Best Buy deeply apologizes for any frustration this
situation may have caused and disappointed we did not meet their expectationsWe have refunded customer *** for his online orders for the ** computer and Geek Squad Smart Care plan (BBY01-*** & BBY01-***) in the amounts of:
$
$
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***,
I have contacted "Cow Boom Electronics"at (888)*** and spoke with thier costumer representative Adriana at ***I went over the problems I was having with the laptop not working right out of the box, that I purchased from themI also told her I had sent it in but Geek Squad technicians would not complete the repairsI gave her the Purchase Order number,she had it on record and authorised the return of the computer for either full refund or a replacement computer after it had been inspected and was not to be found as advertised.( I returned it after reading futher into the return policy,a 3rdparty retailer should be contacted for returns or replacementIf after dealing with the 3rd party seller if not satisfied, contact Best Buy.) I still feel with the Geek Squad Protection plan and it advertised and sold as Geek Squad Approved it should have been repaired at the Geek Squad repair centerI also thought to pickup the computer because I like to have this resolved as quickly as can be done..for my daughter school needs and before either company would claim "too much time has passed for a refund or exchange"I have sent it back to"Cow Boom Electronics" today 8/19/@ $by UPS and should arrive their (Kentucky) approximately business daysI am not happy with their actions
Thanks again, ***
Final Business Response /* (4000, 10, 2015/08/21) */
Hello Revdex.com,
We are following up our previous response to ***'s Revdex.com case
Mr***'s feedback is very much appreciated on their experience with our Geek Squad and Cow Boom ElectronicsWe apologize again for any frustration they experiencedPlease be assured their concerns have been heard
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
Final Consumer Response /* (2000, 11, 2015/08/24) */
***,
Once again thank you for your work in resolving my issue with Geek Squad and Best Buy Electronics CompanyI did receive an email on 8/20/from Best Buy crediting my account $and changeWhich was explained to me would be going back to my Discovery Credit Card..and would take up to business days to be credited to my accountI was told if the credit did not appear on my account by 8/27/to call Best Buy customer service back and they would look into it thenAs I said in my last email to you, I've return the computer by UPS back to Cow Boom Electronics on 8/19/15...UPS counter person said it would take to at least 8/26/to reach themI am thankful for your service,giving customers a way of settling disputes
***

I am rejecting this response because:Your promise to resolve the upgrade in a "timely manner" is too generic and deceptive response for my likingI was made aware that you have had this issue since May, making it half of this year, with 'no foreseeable end in sight' according to your Rewards Department supervisorWhy was I not made aware of this when I made my purchase? It was a significant reason why I chose your store rather than Hhgregg, because I anticipated being able to use the reward money for my purchase of MaddenAs far as I am concerned, this is deceptive/unlawful advertising when you promise me rewards and yet have no realistic expectation of making those rewards available, or at the very least, disclosure that I may have some difficulty using the rewards in the near futureI will not settle for anything less than a public announcement of your 'upgrade' failure and termination of advertising of your rewards program until you actually have a rewards program that consumers can benefit fromI feel fairly confident that a subpoena of your internal communications will prove your company knowingly withheld this information from consumers, and they are deserving of a class action settlement from this misconduct

I am rejecting this response because:
Please see attached

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The customer’s order has been cancelled and refundedBest Buy considers the matter closed Regards, Kathryn
S

Dear Revdex.com, Thank you for bringing this matter to our attentionMy name is Shane with the Executive Resolution Team here at Best BuyThe correspondence regarding case ID *** has been sent to me further review.After reviewing the case information provided and previous cases with our
customer care team, I have forced a cancellation and issued a refund as requestedA refund in the amount of should be visible within 3-business days on the original payment account. Best Buy sincerely apologizes for the delay and the inconvenience caused in this matter. Sincerely, Shane M.Executive Resolution TeamBest Buy CoInc

Initial Business Response /* (1000, 7, 2015/10/12) */
Dear ***,
Thank you for allowing us the opportunity to address your concern
Firstly, Best Buy would like to apologize for the poor experience with our delivery team and customer service representatives
It was certainly not
acceptable for Best Buy and XPO to delay your delivery and install - for this we apologize
Best Buy values your feedback and will ensure that the appropriate management teams are engaged to implement any changes and coaching where it is lacking
Best Buy would like to extend a $gift card as an invitation for you to give us a second chance in the futureThe gift card will be mailed to the address on the Revdex.com complaint and will arrive with in 2-weeks
We would like to apologize for any frustrations or inconvenience caused
Kind regards,
Best Buy
Initial Consumer Rebuttal /* (2000, 9, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding and I truly hope this was looked into and not just swept under the matOtherwise, this all ends up being a wasteThanks

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that upon diagnosing the television, the agent discovered impact damageThis was explained to the customer
Physical damage is not covered by the Geek Squad
Protection per the terms and conditions which can be found at:
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2013_09_01_to_...⇄ /> Best Buy will not be providing a refund for the television and considers this case closed
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tv did not receive any damageThe repair man that came to my house simply said that he couldnt fix it, I asked him what to do and that is what I did, also if this was the case all along, no one told me about it until I filed a complaint with the Revdex.comI called multiple times and wasted my time going to the store, if this is true in all instances then I should have received that response from the beginning
Final Business Response /* (4000, 9, 2016/01/11) */
Dear Revdex.com,
We are unable to substantiate the claims on what was said or not said by the in home agent however his notations and reason for denial of the service was due to physical damageThis was also verified by the field leadership
Thanks,