Best Buy Stores, LP - US Headquarters

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.

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. Nick called from Best Buy Corporate office and resolved this issue in a courteous, professional and mutually agreeable manner. Thank you for being there to facilitate this resolution,Respectfully,[redacted]

Dear Mr. [redacted],Thank you for bringing this matter to our attention to be addressed. We have confirmed with General Manager, Beth, from the Mesquite TX store (#**) that an exchange can be processed with them. We left you a voicemail on each provided number on 7/22/16 with this information. We...

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,

Dear [redacted] - We have reviewed your concerns and are sending you a $[redacted] Best Buy gift card.  You are correct that changes were made to our trade-in program.  Unfortunately, stores are unable to override our point-of-sale systems to offer the additional amount on a trade in. ...

This affected very few customers, however, you are one that was affected and we apologize for your frustration.   The gift card has been requested and you should receive it within the next 3 weeks.  Thank you for bringing this matter to Best Buy's attention and for your continued patronage.Regards, Amy C

Dear [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 apologize for the inconvenience and frustration that
our inability to the delivery of your new TV...

to your home may have caused you.
 
Pursuant our
phone conversation today 8/11/2016, I have requested a $[redacted] Best Buy gift card
as a customer
service gesture.  As I mentioned the gift
card will take 2 to 3 weeks to arrive and
will be
mailed in a plain white envelope for security purposes so please watch for it in
the mail.
 
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

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.

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

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]

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.

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.Thanks for all your help Revdex.com

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.

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

Thank you for sending this for review, I have looked at the customers previous interactions and see that we emailed the customer a return label and we have not received the TV back. Here is the tracking # [redacted].Thank you,Karla [redacted]

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

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.

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.

I am rejecting this response because:
While a notice in store the day of may satisfy legal requirements, it does nothing for those of us who planned our shopping and spent lots of time. It does not also address the large amount of time spent on phone with customer service only to be directed back to the store manager where I had already started. This is not good customer service and is not ethical practice. That picture was there to deceive people and a notice in store doesn't address the false advertising.

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.

Dear [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 apologize for the difficulties you experienced with having your Phone Plan change without your permission. I am pleased to hear that the Store worked out a plan to cover your additional costs for the during the duration of the 2 year contract and that you accepted that resolution and verified that with me today 4/18/2016. 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 [redacted]

Revdex.com,  Thank you for bringing this to our attention, Please know that the customer's initial issue was that she paid for expedited shipping, and the unit never arrived. She then called us, and we reshipped the item, and offered a credit for the shipping as a courtesy. The shipping cost was...

$9.55. I looked at the order and it shows that we processed the refund on the shipping; however, it appears to have bounced back. I am unsure why this would have happened.  As a onetime gesture I issued a full refund to the customer in the amount of $25.78 for the product and the shipping costs. The $5 gift card was also reissued to her on 1/15/2016. The gift card will arrive in the next 1-3 weeks.  Thank you again for allowing us to address these concerns.   Regards, Sarah L.