Best Buy Stores, LP - US Headquarters

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 apologize for the inconvenience and frustration this matter has caused youPer our conversation on
5/20/as resolution I have requested a $*** Gift Card as a good will gesture and invite you to give us another chance to regain your confidence. The Gift Card will take to weeks to arrive and will be mailed in a plain white envelope for security purposes so please watch for it to arrive. Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolvedSincerely, Larry S *** ** *** ***

Initial Business Response /* (1000, 10, 2015/07/20) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the Geek Squad experience at our Best Buy store to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations
The Geek Squad can ship or send ***'s computer to our service center; however, there would be shipping or diagnostic fee customer would be required to pay for this service through our company if the computer is no longer under the computer manufacturers' warranty or under the coverage of the Geek Squad Protection (GSP) plans we offer
In addition, we do offer the Geek Squad Tech Support (GSTS) plan for customers to purchase if they are no longer under a manufacturer warranty as the plan protects up to 3-devices for unlimited computer tune-ups, virus removals and trouble shootingI have provided the Geek Squad website link explaining the GSTS plan coverage benefits:
https://www.geeksquad.com/buytechsupport/
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing ***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer Our warehouse is actively looking to communicate with our customer. We have left over messages to have *** call us
back to find a solution. We will continue to work with this customer should he communicate back to us Sincerely, Scott M

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Geek Squad Protection (GSP) plan renewal request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsThe GSP plan for the range expired on the 09/13/and this date is printed on the front of the receipt received at the time of the purchase In addition, the GSP plans are underwritten by AIG and once a GSP plan expired, we are unable to reinstate, offer or provide a code to renew the plan as the option to renew is determined on the product purchase and underwriter AIG Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionWe have reached out to the general manager of the store in question and have been informed he has worked with Mr*** and came to a resolution.Best Buy considers this matter resolved. Thank you,Best Buy

Initial Business Response /* (1000, 10, 2015/08/21) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the dryer repair under the Geek Squad Protection (GSP) plan 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 repair took longer than expected*** *** *** dryer repair was completed on 8/20/
As a customer service gesture, we will be sending 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
Initial Consumer Rebuttal /* (3000, 12, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YesThe dryer was repaired on 8/20/15...almost a month after the faulty parts were reportedWe will not accept a $** gift card from Best BuyIt cost much more than that to pay someone to do our laundry for a monthYou can just mark this complaint as unresolved as far as I am concernedWe asked them to come much sooner than 8/20/but they all but refusedWe will share our experience with everyone we know

Dear Revdex.com, Thank you for bringing the customer’s price match concerns to our attention. Our Price Match Guarantee covers one price match per identical item, per customer, at the current pre-tax price available to all customers. The Price Match Guarantee does not apply to any financing
offers, bundle offers, free items, pricing errors, maoffers, coupon offers, items that are advertised as limited quantity. The Price Match Guarantee includes any promotional bundle offers by Best Buy We have contacted our Thousand Oaks, CA store and found the customer requested on having the $B&H price match discount versus our free iPad mini promotion, and the request was approvedAdditional information on Best Buy’s Price Match Guarantee is available on the website below: http://www.bestbuy.com/site/payment-pricing/price-match-guarantee/pcmcat***000.c...⇄ Thank you, Dean *** Executive Resolution Specialist ###-###-####

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBest Buy has reviewed the situation presented by the customerWe reached out to the customer to discuss the issue with the order and proposed a resolutionThe customer accepted
the proposed resolution, and Best Buy considers the matter closed
Thank you,

Dear Mr** *** -As suspected, the item that you purchased at Walmart is not a Canon SX60 as the UPC does not match. Here is a link to the product from bestbuy.com.http://www.bestbuy.com/site/canon-powershot-sx60-hs-16-1-megapixel-d...⇄ - The UPC is listed at the bottom of the specifications page.Because the Walmart receipt that you have provided only gives a generic description of the camera you purchased, we cannot verify which Canon Powershot camera you purchased, however, we will not be honoring your price match request. As stated in my previous communication, Best Buy considers this matter closed.Regards, Amy

I am rejecting this response because: when my husband was in the store, nobody told him that I can add him as an authorized person to pick up my orderJoe's attitude was rude and did not provide any constructive advice to solve the problem

Dear Revdex.com,Thank you for bringing Mr***' concerns to our attentionWe apologize for any frustration or inconvenience caused to the customer.We have spoken with the customer directly and provided an amicable resolution.At this time, Best Buy considers this matter fully resolved.Sincerely,Kelsey
F

October 21, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office in our previous correspondence of October 19, 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

Dear Revdex.com, We have verified that Ms*** purchased the year Standard Geek Squad Protection Plan, as stated on her order confirmation/receipt from her purchase of her televisionAt the time of selection and purchase the customer opted in for the protection plan, and in turn agreed
to the Terms and Conditions of said planThose Terms and Conditions are made available on that page as well as a list of available plans and what is covered by those plansBest Buy feels we give every customer multiple opportunities to be aware of exactly what they are purchasing on our websiteMs*** chose to and paid for a Stand Protection Plan which does not cover accidental damage from handlingTo access Terms and Conditions as well as more information on Geek Squad Protection Plans, please visit www.bestbuy.com. The store has offered an exception to our policy in order to better assist the customerThe General Manager has offered to continue to work with the customer. If the customer would like our assistance we would suggest that she connect with the store as any exception made it outside our policyAs the customer does not have adequate coverage for physical damage to the television, Best Buy will not be offering a replacement. Thank you,Best Buy

Revdex.com, Please know that we do not have any internal information to contact ***That being said, I have copied a link below to their customer service contact information for the customer's convenience: http://www.***.com/customer-service/ It shows the number to call for major appliances as (800) ***. Thank you again Regards, Sarah L

Dear Revdex.com, Thank you for bringing the customer’s Geek Squad (GS) service concerns to our attention. I do apologize on behalf of Best Buy for any problem this customer may be experiencing regarding his *** washerUnfortunately, this product is out of his Geek Squad Service Plan
and GS service does not offer a cleaning service for mold Sincerely, Dean *** Executive Resolution Specialist ###-###-####

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello mr***
Thank you for contacting Best Buy through the office of the Revdex.com about your recent TV purchaseMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am
sorry to hear about your TV, 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 company
Unfortunately, after investigating your situation I found that the evaluation of your TV it was determined that the damage to your TV screen was consistent with impact damage that would take place during mountingBecause of this Best Buy is not able to provide a return or exchange on the unit
I am extremely sorry for any disappointment that this causes you
Again, I apologize for your experience, as we value your business
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the response to my complaint, Best Buy continues to blame the customer, and does not address the possibility of them shipping a defective productOther than the biased opinion of the store manager, who made only a visual inspection and claimed to have never seen a damaged tv without the box being damaged -- though he was looking at one --, there is no evidence to assume that the customer damaged the tvIn fact, I have witnesses to back up my claim that I followed the installation instructions to the letterI have still seen no proof that the tv was in working order before it arrived at my house
As to your claim that the damage is due to "impact damage that would take place during mounting", please provide me with your criteria for determining this type of damageIf, by following the instructions, these TVs can break by simply screwing in screws, shouldn't you be in charge of doing that for the customer or at least warning that expert installation is needed?
After this of course I will advise anyone that if they still decide to buy from Best Buy, they must require proof that the product is in good condition before leaving the storeOtherwise, there is really no customer protectionBest Buy can simply refuse to honor its return policy on defective merchandise by claiming that it was not defective and that the customer broke the merchandiseApparently, Best Buy does not need to prove anything nor does it need to show that it is selling merchandise in working orderThe customer assumes all the riskAgain there is no customer protectionGiven the circumstances and the lack of trust created, how do I even know that you (or the manufacturer) are not using this strategy to get rid of defective TVs? Sure, I do not know that that is the case, but I do not know that it isn't
Once again, I am asking for either an equal exchange or a full refund for the damaged tvThis should cost less than continuing this discussion in a small claims court, which appears to be the next step in the process
Sincerely,
Eric ***
Final Business Response /* (4000, 9, 2015/09/30) */
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 forward any additional questions or concerns and we will respond accordingly
Thank you,
Cassie E

Initial Business Response /* (1000, 5, 2015/10/06) */
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
After reviewing the customer's previous and most recent service orders,
she does not qualify for a replacement under the Geek Squad Protection (GSP) plan she purchasedFor the most recent order, the computer was tested extensively at our repair facility, and the agent was unable to find an issue with the unitBest Buy will not be making any accommodations for this issue
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Computer still crashingGetting black screens and blue screensWill be returned to store againComputer NOT functioning as it should be
Final Business Response /* (4000, 9, 2015/10/08) */
Dear Revdex.com,
As noted before, our service center was unable to find an issue with the computerBest Buy will provide service in accordance to the plan the customer purchasedIf the store and/or service center are able to verify an issue and diagnostic tests yield results, we will repair the unit accordingly
Regards,
Kathryn S

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*** regarding the most recent purchase with Best Buy Please know that we have cancelled the order completely and have refunded any outstanding
balance back to her accountThis was including the Best Buy certificates used on the purchaseThe customer should receive the refunds in the next few daysThank you

Initial Business Response /* (1000, 5, 2015/07/20) */
Sent the following email to the customer:
Dear ***,
Thank you for contacting the Revdex.com about your product return concernsI'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to
me for review
I am sorry to hear of the difficulties you have encountered returning your three AT&T cell phonesI have contacted our Washington Square, IN store management and have been informed your cell phone return request has been completedDue to your experience, I have requested a $*** gift card be issued as an invitation to visit Best Buy againYou should receive the gift card within three weeks at your *** address
Thank you again for making us aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns
Sincerely,
Dean ***
Executive Resolution Specialist
(612)***
***@bestbuy

Dear Revdex.com.Our delivery center reached out to our customer and informed him that we can offer a $*** gift card if he opts to keep the damaged fridgeThe customer originally accepted the offer but our stores decided to exchange the fridge and schedule the customer for the gas range install on 06/
We are currently awaiting inventory for the fridge and will align the delivery of the fridge and gas range per the customer's request.Regarding the washer and dryer, the units are now placed correct and the customer is satisfied.Kind regards, Ash