Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing this to our attention. Based on our records, when the camera was replaced for the new Canon EOS Mark IV, he was provided a grip at no cost as part of a bundle.  Sincerely,  Dan S.Best Buy

Revdex.com,  Thank you for bringing this to our attention. Please know that the customer was offered and given a complimentary 6 month promotional trial of Kaspersky. I have copied her receipt below which clearly outlines the 6 months timeline in the itemized list. It also repeats this...

information further down the receipt. I am not sure what the customer is sending, but this is not a reflection of her transaction.  You will see two SKUs for the promotion. The first SKU is for the product which is 550772. We offer this on BestBuy.com and in our Best Buy stores for one year at $599.99 before tax. This is the product that the customer received. Below you will see the SKU for the promotion, which is a 6 month TRIAL of this product. If the customer would like to extend their use of the product after the trial has ended, they would need to pay the appropriate cost, and follow the instructions emailed to them.  Again, I have attached the customer's receipt. Thank you again for allowing us to address these concerns.   Regards, Sarah L.

Dear [redacted] - We're sorry to hear that the case for your  Steelbook edition of Monster Hunter was dented upon pick up in store.  Unfortunately, we had a number of customers who received dented Steelbook cases for this title.   We are sold out of  this item and are...

unable to offer a replacement case.  We are applying a $15.00 certificate to your My Best Buy account as a customer service gesture for this matter. Thank you for notifying Best Buy of this issue.Regards,Amy C.

Dear [redacted]:   Thank you for contacting the Revdex.com about your refrigerator concern.  I'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to me for review.   [redacted], I was very sorry to hear of the problems you are experienced...

with your [redacted] refrigerator purchased from our Willowbrook store.  I have been informed your refrigerator has been returned and would like to  offer you a $100.00 gift card for customer satisfaction.  Please reply to this email with your current mailing address and I will be happy to request your gift card.   Thank you again for making Best Buy aware of your concerns.  We do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns.   Sincerely,   Dean [redacted] Senior Executive Resolution Specialist

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.  The response still doesn't instill confidence in me, as the discount should be 20%, at least that's where the discount started for me.  The full refund is a nice gesture that is welcome.  It's disappointing that the one who chose to respond to my forum posts did not apologize and really didn't treat me fairly by investigating the matter thoroughly.  They should be reprimanded.

Dear Revdex.com, Thank you for bringing this matter to our attention.  Best Buy and the Geek Squad now utilize a system for scheduling appointments.  Information on how to schedule an appointment can be found here: http://www.geeksquad.com/scheduling/  The requirement to schedule an...

appointment has been recently introduced, and we do feel it will lead to an overall better experience for customers.  Unfortunately, in this instance, the interaction was perceived as poor by the customer.  The customer does have Geek Squad technical support.  We would invite him to schedule an appointment to have the device serviced. Thank you,David M.

Revdex.com, Thank you for bringing this to our attention; we are terribly sorry for the inconvenience this error caused our customer. Please know that I reached out to our support team, and have had the order canceled. The customer should be refunded in 2-3 business days, or 1-2 billing...

cycles depending on their card. Again, we deeply apologize that we let the customer down; our customers' experience is our top priority. We thank you for allowing us the opportunity to address this.  Regards, Sarah L.

I am rejecting...

this response because Best Buy still has not issued a refund. They have been told several times that I haven't been refunded. They continue to say they have refunded the money and when I told them each occasion that no refund has been revived, they claim it is up to the store level to issue a refund. The only way I can be refunded is if Bestbuy does a refund. At this point I have called Gail several times to no avail. Bestbuy has not refunded my money as of today May 22nd, 2017.

I am rejecting this response because:  I was not informed the insurance did not transfer and because I purchased the insurance on the first phone, it should be obvious I intended to have it on the second. Now I am out $800 for a new phone, not purchased at Best Buy, and I would like reimbursement or gift cards or something for Best Buy's mistake.

Dear Mr. [redacted],   Thank you for contacting Best Buy through the office of the Revdex.com. I 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 laptop computers and I...

apologize for the inconvenience and frustration the matter has caused you.   I understand that the General Manager at Best Buy Store [redacted] contacted you and it has been agreed that you will be shipping the laptop back to Best Buy Store [redacted] and once it is received you will receive a full refund for the laptop.  It is also my understanding that you will be visiting the store in about a month and will be reimbursed the shipping cost and receiving an additional $[redacted] Best Buy Gift card for your experience at that time.   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,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution. I have emailed the Customer and am waiting for a response. Warmest Regards, Best Buy

Initial Business Response /* (1000, 5, 2015/11/24) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer leased a phone at a Best buy location on April 15, 2015. While the transaction took place at a Best Buy location, the customer entered into a lease agreement with...

Sprint Solutions, Inc. for an iPhone 6 Gold 16GB SGL. The final payment on the lease is set for April 18, 2017. In the lease agreement, the terms and conditions were clearly listed. There is no indication in the agreement that the customer would be able to upgrade the phone at any point during the lease. Additionally, in April 2015 there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease period. Best Buy will not be able to accommodate the request for the upgrade of the phone. Any resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc.
Thank you,
Initial Consumer Rebuttal /* (3000, 10, 2015/12/01) */
Just because Best Buy was acting as a marketing agent should not exempt them from being held accountable for deceitful sales practices and inadequate knowledge. This should be reopened. Not only was I told I could upgrade upon purchase, when I came in to get the upgrade I was charged a $50 gift card in order to complete my upgrade which is proof that they gave it to me. As it turns out the terms of the lease are that I can upgrade once my lease is paid off, but Best Buy sales reps and customer service agents are not equip with the necessary knowledge to service a customer as part of their lease commitment. I can file a complaint against Sprint, but Best Buy's horrible sales and customer service practices need to be addressed.
Final Business Response /* (4000, 12, 2015/12/02) */
Dear Revdex.com,
The customer leased a phone at a Best buy location on April 15, 2015. While the transaction took place at a Best Buy location, we must emphasize that the customer entered into the lease agreement with Sprint Solutions, Inc. for an iPhone 6 Gold 16GB SGL. The final payment on the lease is set for April 18, 2017. In the lease agreement, the terms and conditions were clearly listed, and there is no indication in the agreement that the customer would be able to upgrade the phone at any point during the lease. Additionally, in April 2015 there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease period. Any resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc. The customer has worked with the Best Buy location where he entered into the lease and has been offered multiple exceptions, including upgrade eligibility and lease payoff options. All of these options to date have been refused. Best Buy will be unable to grant the resolution the customer is seeking.
Thank you,

Revdex.com, Thank you for bringing this to our attention. Please know that we connected with the customer to talk about her concerns, and have issued the Gift Card as promised. The gift card should arrive within the next week. We do apologize for the experience, as we always strive for excellence. Thank...

you again for allowing us the opportunity to address our customer's concerns.  Regards, Sarah L.

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, Thank you for bringing this matter to our attention. Upon reviewing the order our notes indicate that the payment failed authorization therefore it was cancelled. Please know that arefund was automatically processed back the original form of payment which was the gift card originally...

used and the credit card. Per the customer's request, we have cancelled the gift card he no longer has and sent a replacement to his email which he should have received on 12/07/16. As mentioned previously, this was done as an electronic gift card to the email provided on the order. Furthermore, we are not able to provide any gestures or discounts towards another TV however the TV does show it is as the price he originally paid. Please have the customer check his email inbox. We can resend the electronic gift card if he is not able to find in his email inbox.  Thank you.

Dear Revdex.com, Thank you for making best buy aware of the complaint filed by Tzvee Rotberg. After reviewing the customer's account I was able to push through a refund n the three silver iPads. This information should be available on the customer's account within 24-48 hours. We sincerely...

apologize for the delay. Please let us know if you have any questions. Best,Cassie Exec Res Sr

Dear Revdex.com,  Thank you fro bringing this matter to our attention. Please know that we have reached out to the customer and offered a customer satisfaction gesture but he has declined.  It was explained to Mr. [redacted] that Best Buy has no visibility on the manufacturer's warranty for the...

product which is why he was not advised to contact them. Unfortunately it was up to the customer to review his warranty coverage and contact them directly if he felt the need to have the product replaced by them. Mr. [redacted] did purchase a Geek Squad protection plan for his phone which we did utilize to exchange which is what he was entitled under the terms and agreement of the plan. Furthermore, our representatives would have asked for the charger when replacing as all accessories are required for a replacement under the protection plan. The customer asked for a reimbursement of the difference he paid for the more expensive phone which was explained to him that we could not do as he had received a better more expansive item that he had willingly chose.   As mentioned previously, Best Buy has offered a good will gesture but the customer has declined therefore further gestures or offers will not be offered moving forward.  Below is a link to our terms and conditions of the Geek Squad protection plan where you could find more information for the products coverage,  file:///C:/Users/a224515/Downloads/gsp_2015_09_13_to_2016_08_13_v10_english%20...⇄ you.

I am rejecting this response because: My receipt CLEARLY STATES I can return the merchandise with the post paid envelope within 30 days for A FULL REFUND.  Best Buy now has a brand new, unused phone that I paid for.  I am taking additional steps to refund my money.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   As we outlined in our previous response, we would be unable to accommodate Mr. [redacted]’s TV return or refund request.   We recommend again Mr. [redacted] contact Samsung directly for TV service to their home for diagnostic on the crack they described and repair and replacement under the manufacturers’ warranty.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for sending this for review. I have touched base with the customer and he confirmed that the funds were released a couple weeks later. We are extremely sorry that it took this long to release the funds back to the customer. I have let the customer know for the inconvenience I will...

credit back $39.99 in a form of a check as taking care of one of the products on us as a gesture. The customer will receive a check in 3-5 business days and he has my contact information in case he has any questions. His case number is [redacted].Thank you,Karla [redacted]