Best Buy Stores, LP - US Headquarters

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 resolution. I spoke to the CX and explained thoroughly how the Geek Squad Protection Plans work. I confirmed what TV that he was to receive. As well as to...

when he should be expecting a phone call for confirmation on the Return/Exchange, Delivery/Pickup of the Old and New TV. A One Time CSAT was also offered to and accepted by the CX.The Customers concerns have been resolved.If there are any questions, problems or concerns, please feel free to contact us.Warmest Regards, Best Buy

Dear [redacted] - We are sorry to hear that your MacBook, purchased in November 2015, appears to be broken in some way.  Unfortunately, we are unable to offer you a refund or exchange as it is nearly one year after you made the purchase.  If you are concerned that there is damage to...

your MacBook, please contact Apple to see if they are able to offer you a repair under their warranty.  Your only other option would be to have it sent in for diagnosis through Geek Squad, however, that service may be subject to a charge.Regards,Amy C.

Dear Revdex.com. Our records indicate Customer was given a price match of $50.11 on 9/29/2016.  The customer thenreturned the product for a full refund on 10/02/2016.  Trans # [redacted] 10/02/2016.No further action will taken, Best Buy considers this matter closed.

Dear Revdex.com, I have touched base with the our client via phone who informed me that she received the replacement washer but is currently waiting for the delivery of the OTR Microwave. This should be delivered this Saturday.I explained to the customer that I will follow up with the warehouse/dispatch...

teams to provide visibility regarding the customer's complaint so that their management teams can review and address.I will be personally follow up with [redacted] on 05/23 to ensure she received the microwave and provide a gesture from Best Buy for the inconvenience.Kind regards, Ash E

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Revdex.com,
After reviewing the details surrounding the cancellation of the Monthly Mobile Warranty, it is evident that the plan was cancelled due to failure to collect payment.
The last payment was collected on 9/21 thus your contract...

lasted until 10/21.
Our systems indicated that we sent emails to update the payment information on 7/28, 8/22, 10/28 and 11/22 regarding the payment failure and update. Also a letter was mailed out on 11/22 to the address on file ([redacted], Lawrenceville, GA 30044).
Per the terms and conditions of your contract - it was cancelled due to non - payment. (Section 10 - B.I) See below.
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_07_06_to_...⇄
b. Cancellation.
I. Cancellation by Us. This Plan may be cancelled by us for fraud, material misrepresentation, unsafe work environment/conditions as determined by us, nonpayment of the monthly Plan fee if you have purchased a monthly bill Plan ("Non-Payment Event"). If a Non-Payment Event occurs, we will provide you written notice, via mail and/or email, of the Non-Payment Event and 60 days to cure the Non-Payment Event, if curable. If the Non-Payment Event is not cured, the Plan will be cancelled retroactively to midnight on the last day of the month for which the last monthly payment was paid. If we cancel this Plan and you have paid for a Plan term in advance per the One-Time-Pay Plan, you will receive a pro-rata refund of the price you paid for the Plan based on the percentage of the Plan's unexpired term, less the cost of any service provided.
Best Buy is unable to accommodate the request for refund nor the free year of Geek Squad.
We apologize for any inconvenience that this situation has caused.
Kind regards,
Ash

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence regarding this case has been brought to our executive resolution team for proper review.  We are very sorry to hear about the described difficulties experienced in an effort to obtain a...

replacement regarding an Xbox under our protection plan.  Upon reviewing the purchase and the associated receipts, I was able to partner with local store leadership and confirm that the store has processed the customer requests. The customer will be contacted when the replacement unit is available for pick up by the local store.   At this time we consider the matter closed.  If any further information arises we will respond accordingly. Best Regards, Amanda H. Best Buy Co. Inc. Executive Resolution

Dear Revdex.com,Customer has been refunded $527.72 on 12/23/2016 and was also issued a $** Dollar Make Good Gift Card Best Buy considers this matter resolved.Thank youLarry S

May 25, 2017     To Whom It May Concern:   Best Buy feels that we have fully addressed - concerns that were forwarded to your office as it is clearly stated in the Best Buy Price Match Guarantee on BestBuy.com:   Our Price Match Guarantee does not cover: “Any financing offers,...

bundle offers, items included in bundle offers, free items…”    Therefore, we would be unable to accommodate the request for a price match on the product in question.  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

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order experience to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. Ms. [redacted]...

was credited $12.70 on 12/03/2016 and an email would have been sent to their email address at lindsey.m.[redacted]@gmail.com   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear [redacted] - We have reviewed your order and made a one time exception to refund the $233.48 to your Best Buy credit card.   The gift card has been deactivated and can be destroyed. Thank you for your patronage!Regards, Amy C.

Initial Business Response /* (1000, 9, 2015/07/28) */
Dear Revdex.com,
I have credited [redacted] order $77.00 because of the coupon not being applied.
Thank you,
Dan S[redacted]
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 11, 2015/07/28) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
Not until I see that credit on my credit card.

I am rejecting this response because:
As a company that continues to seek fairness and equality in their customer service, it seems wrong to force a customer to keep a defective product, when that product was defective at the point of sale. It is clear to me that the return policy is 15 days, and the reason I was unable to work in this return policy time frame is due to being out of state with the receipt, which I have fully explained. The reflection of a company with great customer service is a company that wants to work with customers to maintain an ongoing relationship. I find it difficult to believe that I will continue to purchase products from Best Buy, if this isn't resolved. With my boyfriend being a professional baseball player for the Cincinnati Reds, his online media presence sways many people. Should this continue to be an issue I will make it very well known about the negative experience I have had with the Best Buy executives. Being in the baseball world, his friends, family, teammates, and fans will take their business elsewhere.

Dear Revdex.com, Thank you for contacting us regarding this matter.  Best Buy has reviewed the issues that the customer documented in the complaint.  The claim in question is being handled by XPO Logistics, because the installation was completed by a representative of that company.  Best...

Buy has contacted XPO Logistics on behalf of the customer regarding this matter to ensure full visibility on the complaint.  We received communication back from the claims adjustor that the claim is still open.  There may have been an issue for XPO receiving the initial quote the customer provided to them.  We have contacted the customer with this information as well as provided all contact information for the claims adjustor.    Thank you, David M.

I am rejecting this response because: I tried to get it fixed while I did have the protection plan and they did not honor it. They looked at it twice and offered to send it for service for $250 and also told me it was bad out of the box from the manufacturer. I contacted the manufacturer and was told since it was not purchased directly from them that I had to deal with Best Buy. I should not have had to pay for service. Best Buy did not honor the protection plan.Now they are saying that it is expired. TYPICAL!! There is a way to see that this machine has not been used.

Initial Business Response /* (1000, 5, 2016/02/22) */
Dear Revdex.com (Revdex.com):
Thank you for bringing [redacted]'s concern regarding the refund request to our attention.
Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet...

their expectations. We called and connected with [redacted] and as resolution; we will be sending a $43.29 check from our corporate office. The check should be received in approximately 10 to 15 business days.

Thank you again for making Best Buy aware of this situation.
Sincerely,
Steven [redacted]
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com, Software-related issues are not covered by the manufacturer's warranty. We sell Geek Squad 24/7 Support to assist with any software-related issues on up to three devices. This is why there would be an additional cost to resolve this.  Thank you, Dan S.Best Buy Executive...

Resolution Team

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this matter has been brought to the attention of our executive resolution team for proper review. While we apologize for any inconvenience, Best Buy is unable to process a refund as we are...

outside both our 15 day and extended holiday return policy. We would strongly recommend our customer contacting Geek Squad for further assistance as our records indicate a Geek Squad Protection plan was purchased with the dryer. Unfortunately, this dryer does not yet qualify for a lemon exchange as it has not met the required service and repair terms specified in this plan. Our customer can begin the process by either calling 1-800 Geek Squad or they can schedule repairs via our services portal on Bestbuy.com. Thank you again for bringing this matter to our attention. Best regards, Shane M. Executive Resolution Specialist Best Buy Co. INC.

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the [redacted] external battery case credit request 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 [redacted] case requires replacement so soon after the purchase. The return period is 15-days from the date of purchase and is printed on the front of the receipt received at the time of purchase and states the following: “14-day return period on Phones and Carrier Connectable Devices for all customers.” “15-day return period on almost everything else.” We would be unable to accommodate Ms. [redacted]’s credit or exchange request as the purchase falls outside our 15-day return policy. However, Ms. [redacted] can receive a replacement unit under the manufacturers’ warranty provided by [redacted]. The [redacted] warranty for cases purchased from retail stores states the following: Retail Partner Purchases: Every genuine [redacted] product bought from [redacted].com or a 3rd party retail partner is authorized for replacement due to warranty issues http://www.[redacted].com/returns To submit a warranty claim on the [redacted] external battery case, Ms. [redacted] can click on the hyperlink below to their website for step by step instructions to receive a replacement under the manufacturer warranty: http://www.[redacted].com/ts Thank you again for making Best Buy aware of this situation. Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2016/01/20) */
January 20, 2016
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the process of the phone claims in question was performed and charged correctly under...

the terms and conditions of the plan. Nevertheless, as an act of higher level customer service I have requested a $[redacted] Best Buy gift card for [redacted] that will be processed and mailed in the next 7 to 10 business days. Please forward any additional concerns to our office and we will respond accordingly.
Sincerely,
Terrance [redacted]
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here's why I don't feel that is a good response from the business: aside from the many concerns I listed above and the money I lost from them sending me a broken phone, and losing all contact information for sales prospects I was working with that week- the phone also has ALL of my personal information still on it. Banking information, passwords, personal pictures and documents, etc.
Since the phone was working off and on the first few days I had it, I feel extremely uncomfortable sending it back without being able to factory reset it myself. I have tried getting it to work several times, and the screen will come on for a few seconds, but never long enough to wipe the phone. Hard reset does not work either because of the screen not working.
If I don't send it back in time, I will be charged another $250 from best buy. With all the hassle this has already caused me, I am not interested in a $100 best buy gift card, as I do not plan on shopping at best buy again.
What I requested is a FULL REFUND, NOT GIFT-CARD for the $160 I paid for a broken phone, and a refund on at least SOME portion of what I've paid for the "protection plan". This has been an absolutely horrible experience and has cost me so much time and money I cannot retrieve, it is also a major invasion of privacy for me to be required to send a phone back with all of my personal information on it.
I have no interest in keeping the broken phone. I am doing everything I can to figure out how to wipe the phone before I send it back, but this should have NEVER been something I'd need to spend so much time on, AND I may have to find a tech person to figure out how to wipe it for me with a broken screen, which is yet another cost out of my pocket for best buy's mistake of sending out broken items.
I will continue to press this matter wherever necessary until I feel it is fairly resolved, as such a large business, it is NOT unreasonable for me to expect them to remedy their mistake that has caused me SO much unnecessary, time consuming stress.
Final Business Response /* (4000, 9, 2016/01/28) */
January 28, 2016
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted]'s concerns in our previous correspondence dated January 20, 2016 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

Thank you for sending this for review. I have reviewed this and do not see any new information added. I am sorry that there have been issues communicating and getting assistance through [redacted]. Unfortunately Best Buy hands are tied in this situation due to [redacted] and the Consumer Product Safety Commission requirements, customers must work with [redacted] to have recall satisfied. We understand that this has caused a huge inconvenience especially that you will have to purchase a new washer we are unable to help with the difference or help pay for a new one. I have created a new case for this complaint which is [redacted]. I am sorry for the delay in getting back to you.Best regards,Karla [redacted]