Best Buy Stores, LP - US Headquarters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe issue of miscommunication from the Best Buy Geek Squad staff was the true concern in the request for resolution, and Nick S assured me that the in-house employee matters involved would be handled internally, thoroughly, and confidentiallyI am confident that his response was true and accurate to the best of his knowledge and am grateful for his personal contact and assistanceI look forward to the continued quality service from Best Buy's Geek Squad during the remainder of my contract's time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the swift action that Best Buy took to rectify the issue

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customerAt this time, the damage to the customer’s home is an insurance matter, and is being handled by Sedgwick, Best Buy’s damage claims
administratorThe customer will need to work with her claims adjusterRegards, Kathryn S

Initial Business Response /* (1000, 5, 2016/02/04) */
Dear Revdex.com,
Thank you for bringing this matter to our attention
We have thoroughly researched this unit with our Geek Squad Service CenterThis device does not qualify for a replacement, as only one service order was for hardware
replacement
If the customer has any further issues with the computer, please have him contact the New Hartford store for an appointmentThe customer has Geek Squad Protection through 06/06/
We consider this case closed and will take no further action
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that my product does not qualify for replacement under the terms of the geek squad service planI as a customer am asking for recognition that best buy sold me a faulty piece of equipment and has failed to fix the issue for over a year and a halfI have tried on numerous occasions already to set up an appointment with the GM of the new Hartford best buy store and have been ignoredI was told that we would review my computer and he had the authority to waiver the lemon policy but every time I tried to set this up my calls were not returned and I was not contactedI proceeded on filing a complaint after I waited days for a 2nd call back and when I called the offer of talking to the GM was no longer available for some reason and I was offered a dollar gift card as the only repayment for my money spent and my timeI have given best buy and geek squad multiple occasions in a year and a half to fix my device or make this situation right in some way and have received back only a broken computerI spent money for a good and a service and have received a broken good and a service that has failed to meet its requirements numerous timesI am still seeking some form of compensation for my trust and 720$ that I placed in the perchase service that simply is not even close to what they said in store at the time of perchaseI have attached a file that shows the six service orders that have been on my computer and proof that it has been the same exact persistent problem every single timeJust because it took you a year and a half to replace a broken part does not mean that I should pay the concequencesI repeat my previous statement, I paid $for a good and a service and in the year and a half I've owned my computer I haven't been able to use it due to power up issues and their service has failed to repair the problem and I feel that this is unacceptablle
Final Business Response /* (4000, 9, 2016/02/05) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the customer's concerns that were forwarded to your office in our previous responseWe maintain our position and will not be offering any compensation at this time
If the customer has any further issues with the computer, please have him contact the New Hartford store for an appointmentThe customer has Geek Squad Protection through 06/06/
We consider this case closed and will take no further action
Thank you,

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the dishwasher purchased online for delivery to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsMs*** called our contact center today about the dishwasher purchase online (BBY01-***) and connected with call center rep VanessaMs*** was informed the dishwasher was on back order and the online order was subsequently cancelled with the credit or refund going back to the original form of payment As a customer service gesture and for a better Best Buy experience, we will be sending Ms*** a $** Best Buy gift card from our corporate office to enjoy some shopping on usThe gift card 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

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 emailed the Customer and am waiting for a responseWarmest Regards, Best Buy

Complaint: ***
I am rejecting this response because: I will not be satisfied until (1) I receive a confirmation from Best Buy or the delivery team that a check has been processed AND (2) I have said check in hand.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com regarding your negative return exchange experienceMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about this issue 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 companyI would like to know which store the item was purchased at and if you have the customer service pin numberI would like to reach out to the store and have them convey why you were treated in such a bad manner and we can definitely refund you your money back
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***

Hello,Our Sales Manager reached out to the customer and spoke with her regarding the issue*** has been offered to exchange the unit for a new unit and pay the cost differenceHer exchange has been scheduled for 11/16/8am -12pmBest Buy considers this matter resolved.Thank you,Anthony W

Dear Revdex.com, Our records indicate that *** *** was refunded for this in the amount of $on 10/13/for order BBY01-***Please note that the funds will be applied to her account in accordance with how her financial institution normally processes credits. Thank
you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com,Thank you for contacting us regarding this matter. Best Buy is working with the customer on the repair of the television. According to the notes tied to this repair, we are in need of a service remote control to attempt to complete the repair on the television. 5/24/
has been established as the date/time for the next service appointment, but it can be rescheduled if the customer is unavailableWe will continue to work and partner with this customer to resolve the concernThank you,David M

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I am very sorry to hear about the problems you have experienced with the MOTO GPhone and apologize
for any inconvenience and frustration the matter has caused you Per our phone conversation we have refunded you plus tax to the original form of payment. Please destroy or recycle the phone and do not return it Thank you again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

June 13, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns in a previous correspondence to him from our Social Media team At that time he was directed to work with the local store staff regarding his questions and it was
explained that online purchase may have some limitations. Additionally, we encourage the customer to work directly with Sprint regarding the services offered as wellNevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: I do not feel that a response of we will do absolutely nothing is acceptableI paid well over a hundred dollars for this service and frankly I do not feel like I should receive nothing for it due to a simple mistake that I have been more than willing to rectify by paying them the money owedAs I said before, my debit card number was stolen (for all I know out of their database) and when I attempted to fix the mistake I was flat out told to basically pound sandI would like either my money back or allow me to have insurance on my phone like I had paid for, for over monthsThis doesn't seem like an unreasonable requestThank you

I am rejecting this response because:They should not be selling faulty product ..I'd see or imagine this type of thing at Big Lots Ollie's or Family Dollar but to send something without proper parts and under Best Buymy daughter could've burn the house down with the power adapter you included it was the type you'd find at a dollar tree & not an apple product, I will continue telling people in person & social media how bad the service was at Best Buy ..if I an turn a few away and word of mouth continues it will grow

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I am very sorry to hear about the problems you have experienced with the return of the SATA Cable and I
apologize for the inconvenience and frustration the matter has caused you. I have requested a check in the amount of $including tax for the refund of the cableThe check will take to business days to arrive. Please feel free to keep the SATA cable as well Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Geek Squad Protection (GSP) plan cancellation and refund request to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsExecutive Resolution Specialist Dave *** responded to Ms***’s GSP refund request when she contacted our corporate office and has provided a refund to their credit card accountExecutive Resolution Specialist Dave *** provided the following response to Ms*** via email and documented in case #***: *** NOTES 4/26/3:54:PM *** *** From: ***, *** Sent: Tuesday, April 26, 3:PM To: '***[email protected]' Subject: Refund Dear ***, As I mentioned to you on the phone, I have put in process a request to refund the charge for $for the GSP that you purchased in December. If for some reason, the refund does not go through, you and I will discuss alternate means of issuing you a refundThank you, Dave *** Thank you again for making Best Buy aware of this situationSincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attention. We have completed an internal review of this matter. The return was denied because it was outside of the return and exchange window. The customer connected with a Best Buy customer service representative on May 7,
2016. As a customer service gesture a $** gift card is being sent to the customer. The customer indicated this gesture was sufficient to resolve the concern. Best Buy considers the matter closedThank you, David M

To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** in the enclosed email correspondence sent to him from our office on November 10th, 2016. Nevertheless, please forward any additional
concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus Enclosure: Email of Nov 10, at 1:PM Dear Mr***, I am writing on behalf of the Executives at Best Buy. Your correspondence has been received and referred to my attentionThank you for taking the time to voice your concerns and allowing us the opportunity to investigate and respond accordinglyIndeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction I understand your position, regarding the Trade In value change and want to assure you that your concerns have been documented appropriatelyThe $or any amount given before the actual trade in transaction is an estimate and not a guaranteed valueI am sorry for any confusion In our Terms and Conditions and Limitations and Restrictions, which can be found on BestBuy.com/TradeIn, it is note that prices may change “Condition, documentation and accessories may affect valueOnline and in-store estimates may vary.” states that if this is to happen, “…you will be provided with an updated quote of traor credit value.” Which is what happened when you were requoted the $in storeAfter the associate saw the PScontrollers, it was determined the estimated value was to be updatedI am sorry for any inconveniences this may have caused Again, thank you for taking your time to provide your feedback, it is greatly appreciatedYou are welcome to contact me directly if I can address additional questions or concerns Thank you, Makayla *** Best Buy CoIncExecutive Resolution Specialist Enterprise Customer Care ###-###-#### makayla.***@bestbuy.com

Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have cause the customerWe have verified that our warehouse may not have allocated a dryer to the fulfillment center in time for the original delivery dateUnfortunately this may have
caused the delay and forced the order to be rescheduled.Upon further research we have found that the customer requested his entire order be cancelled as we could not delivery in his preferred timeframeThe order was cancelled and the original tender should be credited within 3-business days.Thank you again for making us aware of this matterWe would suggest that the customer contact the store after returning from their trip to recreate the order for both washer and dryer.Thanks,