Best Buy Stores, LP - US Headquarters

02/19/2018To whom it may concern,Best Buy has reviewed this gift card history and worked with the customer to have this card re-issued. Due to the amount, this card will be re-issued as an electronic fund and delivered via email to an address elected by the customer. Nevertheless, should
any further issues arise, please do not hesitate to reach out for further support

Initial Business Response /* (1000, 5, 2015/12/11) */
Dear Revdex.com,
Thank you for bringing *** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Best Buy is not responsible for any subscription fees or costs associated with
a third party application and relies on product information supplied by manufacturersServices are not refundable, and the customer would have to pay for any installation costs for a different productBest Buy will not be making any accommodations on the issue
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 11, 2016/01/19) */
I've filed a complaint with Attorney General's Office as well
I feel like I should be able to have this removed free of chargeHave another one without smart phone capability installed at no charge and no charge for any additional accessories, etcrequired, if required
Thank you for following up with me
Final Business Response /* (4000, 13, 2016/01/20) */
Dear Revdex.com:
Best Buy feels that we have fully addressed *** ***'s concerns that were forwarded to your office in our previous response and we maintain our positionBest Buy is not responsible for any subscription fees or costs associated with a third party application and will not be making any accommodations on the issue
Regards,
Kathryn S

Revdex.com:Thank you for the prompt attention to this matter and processing the refund I will monitor my statement and await the credit
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Dear *** - We have reviewed your Pebble Watch purchase from February of 2016. At the time you purchased the new Pebble watch, it was priced at $79.99. Our GSP fulfillment policy states that we will replace your item for the same item, or, we will refund the price you
paid. We apologize that there was confusion in the store the day you wanted to replace your Pebble watch, however, the refund to gift card that you received was correct, as you were refunded what you paid for the watch on February 20, 2016. Thank you for bringing this matter to our attention.Regards, Amy C

I am rejecting this response because:
As Best Buy HQ just admitted, I was incorrectly informed at time of purchaseThe representative, when asked where I could take the phone for battery replacement, stated it could be done at the location I was currently in or any of a number of locations in the immediate area. Per "The California Song-Beverly Warranty Act, (Song-Beverly Act), contained in Civil Code sections 1790-1795.8" this was in direct violation of state requirement. They are in violation of Section 1793.1.e (1-3) specifically, which requires the retailer to provide either a list of the nearest repair facilities, or at least the closest locationWhen I inquired, I was told the location I was currently standing in was the closest facilityRegardless if this is true, it was required that the information be provided, and it be correct.They are also required to: Maintain in this state sufficient service and repair facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of those warranties or designate and authorize in this state as service and repair facilities independent repair or service facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of the warranties.I've attached a map of the distance to the location they are now saying is closest, it's miles away - a hour minimum driveThis would be like telling someone in New York City, they have to drive states away to Manchester, NHThis is clearly not "reasonably close" as required by California State Law. Given the clear violations to state law at time or purchase AND even to this day with not having reasonably located repair facilities where the service/product was purchased, this needs to be resolved by one of the following options. 1.) Full refund of the extended warranty2.) Paying for me to go to a repair location they know to be authorized to perform the repair promised*** ###-###-####

Dear Revdex.com,Though we empathize with Mr***, Best Buy is not responsible for the gift cards purchasedMr*** did not purchase the gift cards directly from Best BuyThe order numbers are not associated with Best Buy orders on Ebay, our website, or in store purchasesWe recommend he work directly with the seller he purchased these from Thank you,Best 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 spoke to the CustomerI apologized for the confusion and the misunderstandingThe Return is already being processed and expected back into
her account by early next week.The Customers concerns have been resolved.If there are any questions, problems or concerns, please feel free to contact us.Warmest Regards, Best Buy

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as the delivery was performed and the customer was compensated with a *** Best Buy
gift cardNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive any compensation at all
Final Business Response /* (4000, 11, 2015/07/20) */
A gift card was originally issued for the customer for *** on June 11thI have requested the cancellation and re-issue of the gift cardThe gift card will be processed and mailed in the next to business days

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

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding case has been brought to our executive resolution team for proper review.At this time, we have contacted the customer and will be offering a refund for the item that was not receivedWe
sincerely apologize for any inconvenience caused in this shipping error, and appreciate the opportunity to assist.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

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

“Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have been working with the customer directly to address her concernsBest Buy has attempted to deliver a working fridge in numerous occasions but for one reason or the other we have failed to deliver a unit that
is satisfactory to the customerAt this point we are working with our warehouse team so that we can attempt the final delivery of a newly ordered refrigeratorPlease know that we have been constantly in touch with Mrs*** and will contact her shortly with delivery dates and time frames and to address all of her concernsThank you“

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer Best Buy is unable to accept the customer’s TV for repair under the Geek Squad Protection (GSP) plan as it is expired, and
no claims can be made against an expired GSP planThe customer may pay for the repair, but he would need to determine if it would be a cost effective option for himWe will be sending a $** Best Buy gift card to the address provided to the Revdex.com as a customer service gesturePlease allow 10-business days for it to arriveBest Buy considers the matter closed Regards, Kathryn S

12/05/2017To whom it may concern,As the customer did call in to report the items were not delivered, we were able to approve a re-shipment to replace the items. As of today all items have been delivered or picked up by the customer and we have confirmed they did receive the correct
items. Nevertheless, should any further issues arise, please feel free to reach out to us directly for assistance

Dear Revdex.com, The $gift card promotion was contingent upon trading in the phone and activating the device in storeSince the customer did neither of these things, she is not eligible for the promotionHowever, our records indicate that the customer may have received conflicting information when she called for supportWe will be contacting her directly to follow through with a resolution Sincerely,Kelsey F.Best Buy

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

Revdex.com:
I am still disappointed that they did not contact me BEFORE cancelling the order. This is horrible customer service and they need to update their automated system if they are going to continue to use that useless system. I am still upset with them but so be it. They will lose sales if they keep using this system. Thank you for your help. *** ***

Dear Revdex.com, Thank you for bringing this concern to our attentionBest Buy was able to resolve this concern with the customerInstall has been completed and Best Buy offered the customer a monetary gesture for his inconveniences. Thank youGail D

November 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as his orders have not cleared our order verification process and were subsequently cancelledHowever, Mr***
is welcome to shop in any of our physical retail locationsNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist 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 meThank you for your assistance with this resolutionIn the end, Best Buy did the right thing and I will still regard as positive