Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our executive resolution team for proper review.We are very sorry to hear about the described difficulties encountered in the attempt to complete the Surface purchaseWhile we sincerely apologize for any inconvenience, as mentioned in our price match policy, we are unable to offer price matches on top of coupons or other special offersOur records indicate that the mentioned item has since been purchased, and exchanged for a different unitAt this time, we would now consider this matter closed, however, we will respond accordingly should new information be brought to our attentionWe again sincerely apologize for any frustration and inconvenience, and thank you again for bringing your concerns to our attentionBest regards,Shane MExecutive Resolution SpecialistBest Buy CoINC

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy has investigated the customer's complaint and reached out to inform them that the computer in question is in fact capable of being factory reset without professional help, and the instructions for that process are readily available onlineBest Buy has provided contact information for further concernsBest Buy considers this matter concludedThank you for your timeSincerely,Alex S

Dear Revdex.com, Thank you for bringing this to our attentionMr [redacted] has reached out to the Revdex.com in the past regarding this matter, and we certainly apologize that this is still an issueAs this relates to his bill with a 3rd party carrier, it is a bit more complex and can take more time for us to resolve as we need to work directly with the carrier towards a resolutionI have engaged store leadership who will in turn be contacting the carrier representative in their area to address this matterI will follow up as soon as I have more informationThank you, Dan S.Best Buy

Initial Business Response / [redacted] (1000, 7, 2015/11/04) */ Dear Revdex.com, Shipping label returns for mobile phone are processed this to ensure that the carrier's phone is returned properly Best Buy mirrors the processes used but the phone carriers We apologize for any inconvenience or frustrations that this process may have caused Kind regards, Ash E Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to AT&T it would not take that long to release the upgrade availabilityOnce the package arrived at their facility in Texas, it would be scanned in and a note would go into that account that the upgrade availability was restoredI put the return label supplied by Best Buy with their bar-code on itWhen that box arrived that bar code should have been scanned and I am sure it was related to that particular shipmentIt should not take 5-days, and in this case even more to respond back to AT&T that the phone was returnedWith bar-codes and computerization today there is no excuse for this lengthy of a processI am sorry that is totally unacceptable and NOT the way AT&T advised me they would do itWith a barely working phone, that left my daughter without a fully functioning phone for over days from the time it was logged in to the Best Buy warehouseShe could not go and get a replacement at AT&T because Best Buy had the "upgrade" locked due to their internal process of checking the phone inThis is bad practice, it is not servicing the customer well and This entire experience has soured my thoughts towards Best Buy as a corporationI am not looking for any money or store credit I am just trying to explain a process with returning a wireless phoneThis process is unacceptable and people need to know about itThey can try and justify it any way they think, like they have "Best Buy mirrors the processes used but the phone carriers." but this is not true and people need to know about it

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry of the setbacks endured by the customer when dealing with this Upon reviewing, we have verified that indeed the customer did receive a return warning for excessive returns at Best Buy on July of Best Buy partners with a company called The Retail Equation who monitors our returns and who has determined that indeed the customer exceeded the allowed returnsDue to this the customer was issued a return warning which impeded her to make returns with us until that expired We do see that the customer contacted our customer service teams to inquire about returning the item by mail however the warning is still in effect and Best Buy does not allow returns by mail for items purchased at our stores Unfortunately, Best Buy will not be able to allow the return of the item as the customer does have a return warning on her account For more information around our return policy you may visit the link below http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ you

Dear Revdex.com - We have responded to this customer already based on additional contact that he has made with Best Buy We have not heard back from him regarding the offer that was made and it appears that his refrigerator is in the process of being replacedRegards, Amy C

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding our price match policy in matching competitor’s to our attention Our price match guarantee can be found at the following hyperlink from our website in addition to having it posted in stores at our checkouts: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ As per our price match guarantee in the above hyperlink, Quill is not listed as a competitor we would matchRegarding Wal-Mart, would be a retailer we do match whether it is their “Brick and Mortar” stars or their online storeWhen investigating Wal-Mart’s price, their current or listed price is $The price can be found at the following hyperlink when you click on “Add to Cart”: https://www.walmart.com/ip/Samsung-BD-J6300-ZA-Blu-Ray-Disc-Player/ Our current website pricing of $on the Blu-Ray DVD player (model #BDJ6300) is found at the following hyperlink: http://www.bestbuy.com/site/searchpage.jsp?st=bdj6300&_dyncharset=UTF-8&id=pcat1...⇄ Based on our investigation, we would be unable to accommodate Mr [redacted] ’s price match request However, as a customer courtesy, we will be sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

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

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the TV purchase 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 expectationsAfter receiving Ms [redacted] ’s Revdex.com complaint, we contacted our Mankato store’s (#***) management team to investigate the claim of the scratch, and broken screen detailed in their complaint When a customer elects to transport his or her own property, that customer is responsible for securing the product within the transporting vehicleAs a courtesy, Best Buy personnel will often assist a customer with the loading of merchandise into the transporting vehicleWe are not responsible for securing merchandise within the vehicleIn addition, Best Buy is unable to substantiate Ms [redacted] ’s version of events of the wrong TV in the factory sealed box, sold previously at Wal-Mart and not responsible for any damage to the TV that occurred after the purchase was completedBased on our investigation, we would be unable to accommodate Ms [redacted] ’s refund request Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Dear Revdex.com, Thank you for bringing this matter to our attention We have escalated this to the South Austin store and they have reached out to the customer today to offer a replacement laptop Please have the customer contact the store directly to start the exchange process, as this will fulfill her desired resolution Best Regards, Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The local store gave me store credit for the full amount of the laptop and I was able to get a new laptopI do want to note that almost all of my interactions with the local store were very pleasantI am still deeply disappointed in my experience with the Geek Squad headquarters and find it very sad that I had to file a formal complaint to get the service that should have been offered automaticallyWhile I appreciate their response to this complaint, I don't anticipate using Best Buy again

Dear Mr [redacted] ,Thank you for bringing this matter to our attention to be addressedWe have confirmed with General Manager, Beth, from the Mesquite TX store (#**) that an exchange can be processed with themWe left you a voicemail on each provided number on 7/22/with this informationWe are requesting that you respond to that voicemail, or call the store on the weekend @ ###-###-####, to inform us of your expected arrival so we can give the store a heads up on your visit.Please make sure to have all of the product accessories and the original receipt with you to make the process simple and swift.Thanks,

Revdex.com, We are deeply sorry to hear about the customer's experienceI have issued a full refund of $to the card used for purchaseThe customer should see her refund in 3-business days, or 1-billing cycles depending on her card Thank you so much for allowing us the opportunity to address these concerns Regards, Sarah L

Dear Revdex.com, Best Buy feels that we have fully addressed the customer’s 2-year Geek Squad Protection Plan’s expiration date concerns that were forwarded to your office in our previous response and we maintain our position Nevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you, Dean [redacted] Executive Resolution Specialist ###-###-####

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Hello Mr***, Thank you for contacting Best Buy through the office of the Revdex.com about your recent computer purchaseMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulty that you've had with your [redacted] computer 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 Best Buy offers a day return and exchange period on most of our productsThis policy is posted on your purchase receipt, as well as at each cash register and o BestBUy.comIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy Unless a Geek Squad Protection plan is purchased, Best Buy is not authorized by [redacted] to make repairs or exchanges under manufacturers warrantyIn order to obtain warranty service, or to have your product exchanged under warranty, you will need to continue to work with ***They can be reached by visiting https://www.apple.com/support/contact/ Again, I apologize for your experience, as we truly value your businessI am sincerely sorry for any disappointment that this causes you Thank you again for making Best Buy aware of this situation Kindest regards, Cassie E Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did NOT purchase an "***" productYour stating I did shows just how little you pay attention to consumers statements I returned the product to Best Buy using enclosed return label and marked it as "defective" You can go deal with the manufacturer of the product you sold which was used only about days before it stopped workingI believe this manufacurerr is somewhere in South Korea or in the farmlands of ChinaI am sure you would want to cover a product that only worked about a week wouldn't you? I want my money REFUNDED PLUS THE $it cost me to ship back to Best Buy I am considering filing an action in small claims court Final Business Response / [redacted] (4000, 9, 2015/09/08) */ 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 I do apologize for the confusion regarding the manufacturerUnfortunately the computer still falls outside of the return and exchange period and so Best Buy must encourage Mr [redacted] to work with the manufacturerNevertheless, please forward any additional concerns to our office and we will respond accordingly

Revdex.com:I have tried contacting them and they dont respond to my messenges ever I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

August 3, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] in our previous correspondence dated August 2nd, and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Tell us why here

Dear [redacted] , 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 that you have had such a difficult time getting the insurance companies to respond and I apologize for the inconvenience and frustration the matter has caused you I am pleased to hear that there has been a consensus by the three insurance groups involved in the claim and that a plan has been made and work has begun to identify and repair the damage to your home If I can be of any further assistance please contact me directly, you have my contact information 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThanks,Dr [redacted] ***

October 20, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] ’s concerns that were forwarded to your office as he was informed that he did not qualify for a price match as the price was not a current price with the competitor Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Although the Best Buys rep has clearly misstated that the original contract terms were set up for auto-renewal and then failed to respond to multiple requests for cancelation, I find their resolution satisfactory to me.I very much appreciate the assistance Revdex.com has provided in prompting Best Buys to acknowledge and respond to my calls and emails.Thank you!!