Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
Hi. To whom it may concern, based on the what Bestbuy reply was, their website contradicts the terms.  I'm attaching screenshot of product I bought and it clearly add "FREE Galaxy Gear VR in cart.  Note:  32gb is out of stock so I had to add 64gb model to show FREE [redacted] GEAR VR.  Please see attached screenshots and I was clearly eligible for [redacted] Gear VR.

Dear Revdex.com,  Thank you for bringing this matter to our attention. Please know that we are currently reviewing this complaint and will provide further information once we have more details. Thank you.

I am rejecting this response because: The store manager has been less that available and helpful. Clearly he was not aware of the situation and the information that was in the original claim that I made against Best Buy. I am waiting on a response that I sent to him today, and until I have an answer, I am rejecting the response.

I am rejecting this response because: Best Buy Stores, LP - US Headquarters denies being liable for reimbursing the value of my [redacted] laptop and the [redacted] external hard drive because the “No Lemon Policy” Clause is no longer active in my GSP after being renewed on 02/21/2016 and the purchases are outside the 15-day return period, My complaint does not fall under the guise of the “No Lemon Policy” because the problems that my laptop is experiencing is directly attributed to the faulty repairs done by Geek Squad. It is clear to see that my laptop’s problems are not a result of the screen flickering issue and in fact the laptop plainly states that the battery that Geek Squad installed is either not connected properly or the battery itself is faulty. Secondly, the other issues that my laptop is currently experiencing is derived from the motherboard and were not present until Geek Squad replaced it said motherboard. This complaint is addressing the liability that Geek Squad has for damaging my laptop through neglectful work on their employee’s part as well as damage to my hard drive while in the possession of Geek Squad employees. I am not asking to return my laptop and hard drive, I am stating that Best Buy Stores, LP - US Headquarters is liable for the damage created by their employees.

Thank you for sending this over for review. I have looked at the order and see that the customer was refunded for the whole order. The PayPal transaction ID # for the refund is [redacted]. The customer was refunded a total of $78.54 as there was a fee of $1.46 that does not get...

refunded.Thanks,Karla [redacted]

May 18, 2016 To Whom It May Concern: Best Buy apologizes that Mr. [redacted] was unable to take advantage of the promotion in question. As an act of higher level customer service I have requested a $[redacted] (cost for 6-month Trend Micro) Best Buy gift card for Mr. [redacted] to use towards the software of...

his choice.  The gift card will be processed and mailed in the next 7 to 10 business days.  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 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11432587, and find that this resolution is satisfactory to me.The General Manager reached out to me and was very helpful in resolving my issue and also mentioned training his staff appropriately so this doesn't happen to any other customers. He was very friendly and I appreciated his empathy regarding the situation. I am pleased with Best Buy's prompt and friendly problem resolution process and we plan on continuing to be a Best Buy customer. Thank you to the Revdex.com and Best Buy for making this right!Sincerely, [redacted]

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by the customer when dealing with the camera and lens repairs.  Please know that we have contacted the customer and have assisted with getting both units replaced...

due to us unable to repair successfully.  Best Buy considers this matter resolved however, please forward any additional concerns to our office and we will address accordingly.  Thank you.

Initial Business Response /* (1000, 13, 2015/09/24) */
Dear Revdex.com,
Thank you for bringing the customer's order concerns to our attention. Customer has been contacted and his ** washer units have been replaced. Due to customer experience, a $599.99 make good check has been requested for customer...

satisfaction.
Sincerely,
Dean [redacted]
Executive Resolution Specialist
(612)[redacted]

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.Please send the $** gift card to the following address:[redacted]
[redacted]Little Rock, Arkansas 72205

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.My concern has been addressed promptly, efficiently and carefully. I'm very impressed. A huge thumb up for Best Buy support team.

June 10, 2016
 
 
To Whom It May Concern:
 
Best Buy feels that we have fully addressed [redacted]’s concerns
that were forwarded to your office as the product has since been delivered and
installed.  Nevertheless, please forward
any additional concerns to...

our office and we will respond accordingly. 
 
Sincerely,
 
 
Terrance Westerman
Senior Executive
Resolution Specialist
Best Buy Corporate
Campus

Initial Business Response /* (1000, 5, 2015/12/22) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize for any inconvenience this has caused the customer.
During the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the...

manufacturer's responsibility. Sharp strictly holds Best Buy to these conditions.
We highly recommend that the customer continues to work with Sharp and makes them aware of his concerns.
If the manufacturer is not able to repair or replace the item, the customer can request a Return Authorization (RA) from Sharp that can be fulfilled at Best Buy.
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your not doing anything for us. This is why you have lost our business for life. You need to stand behind big ticket electronic items for all of 30 days, not 14. Now its been fixed twice and sharpe will only replace it if it breaks a third time. Which it very well may, but now we won't know that until the summer time when the cottage is opened again this tv gets turned on again, granted it has not turned its self on again. 20 days after purchase it breaks, and you won't exchange the television. Now we have had it fixed twice and the table scratched thanks to the repair man. Its just unbelievable this is the customer service from a big box retail store. Its a learning lesson for us and everyone I tell the story too. Don't buy from best buy they don't care. Walmart return policy is 90 days, and even if it works I can still return it! Your is defective and you stick the customer with it! Then make them wait 7-14 days for a repair, its just the worst customer service I have ever expereicened and I used to manage a retail store! I guess ill have to think about who maybe be able to help me because you clearly will not. Ill probably buy 10+ TVs in my future and not a single one will be purchased at your story, best buy, as long as you have a return policy that isn't worth the paper its printed on.

I am rejecting this response because:  i was mislead and misinformed by best buy customer service and am now faced with buying a new television after having paid for a warrenty

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer has contacted Best Buy by other means and the issued has already been address and resolved.
This is considered resolved therefore we will take no further...

action.
Thank You,
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution has been reached

Initial Business Response /* (1000, 8, 2015/12/21) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with the cancellation of two recent online purchases. I am Larry S with the Executive Resolution Team at Best Buy...

Corporate Headquarters.
I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation has caused you. We value feedback such as this, as it helps us make decisions for the future of our company.
Per our Telephone conversation on 12/21/2015 it has been agreed that Best Buy will honor the prices that you paid for the canceled items and reorder them for you the first or second week of January 2016 when you are available to pickup the items at your local Best Buy store or except delivery.
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 - Regardless of what the customer was told, the customer's GSP ended on December 4, 2015 and we were unable to offer any service under the GSP after that date.  We are sorry if the customer was given incorrect information, however, verbal information does not supersede the date that the plan expired.  We are unable to assist the customer as her plan was already expired by the time she contacted Best Buy.Regards, Amy

Initial Business Response /* (1000, 5, 2015/09/25) */
Customer filed AG complaint answered by a Senior member on the Executive resolution team. Best Buy stands by its policy of 15 days after the date of purchase or delivery date. However we do not accept returns on items that are physically...

damaged. The return exchange policy can be found on our website at the following link below.
http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat2608000...⇄ /> September 2, 2015
State of California - Department of Justice
Public Inquiry Unit
[redacted]
Sacramento, CA 94224
Case No: [redacted]
Dear [redacted]:
Thank you for bringing [redacted]'s concerns to our attention.
We allow for returns and exchanges up to 15 days after the date of purchase or delivery date. However, we do not accept returns on physically damaged items. Our Return and Exchange Policy can be found on our website by following the link below.
http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat2608000...⇄ /> From her description of the computer and the picture provided, this appears to be physical damage to the product. Since the computer is damaged and it has been past 15 days since she received it, we will be unable exchange or refund Ms. [redacted] for the computer. We have no way to know when the damaged occurred.
We encouraged her to contact [redacted] directly for service options under the product's one-year hardware warranty if she believes this is a defect. However, they also will not cover physical damage and any determination to extend repair coverage or an exchange under the warranty period would need to be provided directly by the manufacturer.
Sincerely,
Dan [redacted]
Senior Executive Resolution Specialist
[redacted]@bestbuy.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This seems to be Best Buy's employees only scripted reply allowed to be given. Some how I guess this reply is suppose to absolve them from taking responsibility for sending me a defective/damaged computer. If Best Buy doesn't accept damaged or defective merchandise back then they should not be shipping merchandise out to their customers in that condition. I have yet to have anyone, through all my conversations with Best Buy's employees, address or inquire as to the condition of the computer. The only statement Best Buy employees can recite is that "they have a 15 day return policy". When a customer calls in regards to having received defective or damaged merchandise, you would expect that at the very least a customer service representative or especially a Senior Executive Resolution Specialist would inquire as to the condition of the merchandise; not one employee ever has. There is a blatant lack of response to the fact that in this case I received merchandise in a condition other than what was advertised and represented to me; therefore, according to the Attorney General's Office and Consumer Protection Laws, Best Buy's store policy no longer holds any weight. This is one of my main points I have tried to address in my dialogue with Best Buy's representatives and they have yet to respond directly to that point. Since I have no way of knowing how or why there is a crack in the plastic molding, I cannot say whether it is damaged, defective, or an irregular flaw and that is why I cannot be precise in my description of the condition of the computer. Whether it is damaged, defective, or flawed it is not what I contracted with Best Buy to receive when I purchased this computer. I also have a policy of expecting to get what I ordered and paid for which was a new computer; I did not order or expect to receive a computer with a crack in the case molding. It is not unreasonable to expect that when you order new merchandise that it be free of flaws, defects, and or damage. As I have explained to Best Buy's customer service representative, this was a gift given to my son on his birthday, therefore it was not until after he opened it and began setting it up that the crack was discovered. Since the crack was below the screen, below eye-level, it was not noticed right away. His birthday was on July 28th and that is when the crack was discovered and that is when I immediately called Best Buy. I can assure you that I would not pay over $1,200 for anything and then not treat it with care. Handling of this computer from the time I received it until the time it was given to my son was careful and minimal. Therefore, if Best Buy is going to refuse to accept the return of this computer and refund the amount I paid for it, I will proceed with filing the necessary documents with the Courts to have this case heard, and will consider the case closed once the Judge renders his or her finding.
Final Business Response /* (4000, 9, 2015/09/28) */
Best Buy holds its position.

Dear Ms. [redacted] - The Kaspersky anti-virus software was not just attached to your Gateway computer, it was good for use on up to 3 separate devices.  Best Buy does not stop renewing software such as this without a request from a customer as we have no way of knowing whether or not the...

software is in use.  Therefore, we require that customers notify us when they are no longer using a Geek Squad Protection plan or Software plan, as unless the plan is not set up for automatic renwal, we have no way of ascertaining whether or not a customer is still using a device or software.   We can see that you have been reimbursed $37.18 for the payment made on January 22, 2017.  We are unable to retroactively offer you a refund for any other years of the anti-virus security software.Regards, Amy C.

Revdex.com, Thank you for bringing this to our attention. We do apologize for the system error that misquoted the price in our customer's email. This was a rare system error and has been resolved. Please know that I connected with the customer, and have issued a $30 check as a gesture in good faith...

for this error. The check is being processed, and should arrive in 1-3 weeks. Please also know the check will be sent in a non descript envelope for security reasons. Thank you again for allowing us the opportunity to address the customer's concerns.  Regards, Sarah L.