Best Buy Stores, LP - US Headquarters

Dear Revdex.com:Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position. Nevertheless, please do not hesitate to forward any new information and we will respond accordingly. Thank you, Cassie EExec Res Sr

Dear Revdex.com,Thank you for bringing this to our attentionAfter researching this issue, I was able to confirm that the customer's eBay order was refunded on 02/08/The Paypal confirmation number is ***.Thank you for your time, and please let us know if you have any
questions.Best,Cassie E Exec Res Sr

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

Dear Revdex.com, Unfortunately, Mr*** will need to contact Sedwick as they are the insurance provider for Best Buy that handles damage claimsBest Buy does not directly handle these claims. Thank youmBest Buy

Dear Revdex.com,Thank you for sending this for reviewI understand the customer had ADH on the laptop however the plan expired on 2/10/and the customer had brought it in on 2/and the damages were not covered because the plan had been expired and not renewed, I am open to to making an exception and helping the customer with a portion of the cost if she chooses to get the screen replaced through a third party as long as she faxes me the invoiceI will provide my information below. Thank you,Karla ***Karla.***@BestBuy.com###-###-#### (fax)

I am rejecting this response because: Best Buy's tiered return policy was never disclosed before my purchase, otherwise I would have cancelled the purchase and looked elsewhereExchanging the store credit for the credit back to my card will be the acceptable solution

August 9, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns in the previous correspondence forwarded to your office on 7/31/and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:
I was told I would receive a $*** credit for the inconvenience which is not showing upThey also said they would do everything to try to get the microwave delivered in the morning; however, the automated call has it scheduled between 1:30-3:30pm in the middle of the day, which I wanted to avoid for reasonsOne being it ruins your schedule for the day and two it will be too late to get another one out if this is messed up again just as last weekend.Also, when I called, they are still using the wrong email address with my accountCase #*** - I was assured this was fixed and the wrong name and email address had been fixed on 5/As of 5/20, they still have it on my accountAre they sending all my information to this email?*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11473804, and find that this resolution is satisfactory to me Thank you!

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

Revdex.com,Thank you for bringing this to our attentionPlease know that we are sorry to hear that a customer was defraudedWe can certainly understand the frustration given the situationWhile we would not be able to change the order information, we highly recommend the customer file a fraud claim with
their local Police department immediatelyAgain, this is a fraud claims and an investigation will need to be handled through the proper channelsWe will give any and all information needed to the local authorities and cooperate fully with them to assist the customerAlso, some scammers have been known to send the products to the customer's home, and arrange a pickup the next dayIf anyone tries to pick up the product, let the customer know to keep it and return it to a local Best Buy so they can recoup their costFraudsters are using various and very sophisticated scamsThank you fir allowing us to address these concerns Regards, Sarah L

I am rejecting this response because:
Best Buy claims that they do not warrant anything until the order has been placedIn my opinion, my order was placed and it was Bsst Buy's issue that it was not fulfilledWhat kind of customer service is this? Not only did I spell d an hour of my time trying to buy the products, I also spent over an hour with them on customer serviceUnless they can secure the product that I ordered ( NES classics) for which I'll gladly pay for, they will lose a customer for lifeI will also use any platform of social media available to me to ensure than no one I know ever buys a single item from their stores as well. A generic disclaimer statement that I'm sure is buried somewhere deep in their website does not provide a business with the ability to mislead anyconsumer

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,

Dear Revdex.com,I have spoken to the customer and have successfully frozen her gift card and mailed her a checkThe confirmation number for the check is ***The customer has my contact information in case she needs further assistance.Thank you,Karla Bastida

I am rejecting this response because:
The response does not address my concernWhen I called best buy to inquire about this promotion, three of best buy's agents assured me that I qualify for this promotionAnd I have it in writing from of themMy complaint is about the lies best buy tells its customers and then they pretend like it never happened.Had they not lied to me, I could have easily canceled and reordered the next day to qualifyBut they lied to me and asked me to just wait to receive my gift cardAnd now they are pretending like nothing happened and refusing to even address the lies I was told in writing

Dear Mr*** - We're sorry you were given misinformation regarding how quickly your gift card balances would be restored. We have reviewed your order and our internal notes and the balance of $*** is available on the card ending in ***. It appears that the other card was
either never charged, or not used in the transaction that you have referenced. As a one time customer service gesture I have applied a $*** Best Buy certificate to your My Best Buy account. Regards, Amy C

Dear MsCurry - We have reshipped the Call of Duty game to your correct address. Additionally, we have reached out to our verifications team to ask them what needs to be done to remove the Houston address from your profile. You will need to go into your saved addresses within your
My Best Buy profile and delete that information. Customer's are fully responsible for whatever information is listed within their profiles on BestBuy.com. For this reason, you must remove that address, as we do not have access to do so. Additionally, we do not provide a report to customer's who have been victims of fraud. Our review of the fraudulent activity is internal only. We encourage customers who have been victims of fraud to contact their local police to report this activity. We're sorry if you were mislead to believe that we would be providing you with additional information.Thank you for reaching out to Best Buy regarding the incorrect address and shipment. We value your business and appreciate having an opportunity to assist you to resolve this issue.Regards, Amy C

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer The customer should have received ample communication from Best Buy, his carrier, and *** on how to proceed with an exchange as the
product was recalled in OctoberWhile the stipulations for exchange varied from carrier to carrier, Best Buy was accepting exchanges/returns on this item all the way up to the first week of JanuaryAfter this point, a final update was sent out to all existing Note 7s to make the phone unusable as it had been deemed a safety hazard We feel the customer was provided many opportunities to exchange the itemBecause these opportunities were not utilized while they were available, we will not be accepting any return or exchange on this particular itemAt this time, Best Buy considers this matter fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

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

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/11/Best Buy sent a technician to the customers home and the customer states the issue now appears to be resolvedNevertheless, please forward any additional concerns to our office and
we will respond accordingly SincerelyBest Buy