Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. Someone has attempted to reach out to the customer directly via phone and email. We will continue to try and work directly with Mr. [redacted] around this, as personal information is involved. Thank you,Best Buy

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.

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.

I am rejecting this response because:
 I am rejecting this response in regards to the following portion of "Dan S'" the following portion of Dan S' statement: "Normally we would not provide a refund if service was provided but this refund was offered as a gesture since Ms. [redacted] was not satisfied."Service WAS NOT provided, which was confirmed by their own tech Christopher [redacted] in his notes to Geek Squad/Best Buy, along with his advising Geek Squad/Best Buy that I should be immediately refunded the $99.99 bedcause no service was performed whatsoever!Additionally, I was not "informed by Mike" until after I called the Best Buy Corporate Office and insisted on speaking with someone that would finally, after two weeks, address my refund.  I spoke with "Cassie", who advised that she would handle this personally.  I later received a phone call from "Mike" who advised me that they were never even informed that I was due a refund, that he couldn't explain how this happened because it should not have happened, and I would be issued my refund.I have received my refund and the only reason I state that I am rejecting their response is because they do not have their facts correct and I want it acknowledged that they know they did not issue me the refund as a "courtesy", that it was their error that I had to go through the difficulty I did in order to receive the refund I am due, that had I not kept pursuing this I NEVER would have received my refund, and that they admit they need to ensure this does not happen to someone else.Thank you. Sincerely,[redacted]

Dear Revdex.com,Thank you for bringing this matter to our attention. Our team of resolution specialists were able to review the case and come to an agreement.We spoke to the customer and informed her that although she had called to renew the service, we would issue her money back to her through a check....

The customer's check should arrive in 2-3 weeks. We apologize for any confusion throughout the subscription process.Customer is happy with this resolution and Best Buy considers this matter resolved. Daniel 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

I am rejecting this response because:
I am appalled and insulted at the dishonest deceitful way the problem was addressed. Their canned answer had ABSOL:UTELY nothuing to do with the fact that Best BUy has treated me with discourtesy disrepect and deceit. I am aware of their return policy and have asked - NO- BEGGED - for an appointment with a best buy technition to correct the problem.  Their 15 day return policy was not even a matter of concern.What I AM angry about is that fact that I have been cheated by a multi-million dollar sales outlet who has essentialy told me that my preacticaly  NEW [redacted] TV is now worthless junk - with NO warrenty.I have contacted [redacted] several times in an attempt to get the problem solved but to no avail. I have ghad virtually no real service from it ) apx 10-15 hours max).What is the point of buying ANY expensive brand new product - if the warranty is worthless.  BUYER BEWARE! DO NOT DO BUSINESS WITH THESE PEOPLE!No one had YET To contact me and apologise for cutting me off THREE TIME IN A ROW!If you buy a BRAND NEW car or BRAND NEW Appliance - you normally do not expect the manufacturer to service legitimate problems under warranty.  THE DEALER TAKES CARE OF ITNo one has yet to contact me to even see how they could solve my problem.   The simple truth is that Besy But WILL NOT Stand behind the products they sell unless you spend MORE AND MORE needless MONEY.No one has yet to explain just WHY they REFUSE to return my calls - as common courtesy - if for no other reason.

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 the matter has caused you.   Thank you for taking...

the time to speak to me last Friday and allowing me to assist you with the purchase of the TV you had attempted to purchase on sale, at the sale price. I hope you enjoy the new TV.   Again, 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

Hello Revdex.com, We are following up on my previous response to [redacted]’s Revdex.com case. The inventory for the 2-items they are looking to replace or exchange is constrained and currently out of stock. We do have more incoming; however, we are unable to provide an ETA at this time. As a customer courtesy, we have refunded Mr. [redacted] for both items on SKU #’s 5929302 & 5929400 from online order #BBY01-[redacted] in the amount of $28.22.  The refund is in addition to the $** Best Buy gift card we have provided previously.  We recommend Mr. [redacted] continue to check back at the local Best Buy stores and purchase them again when available.  Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,  Steven [redacted]Executive Resolution TeamBest Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear Revdex.com.
After reevaluating Ms. [redacted]'s computer we found that her files were not able to be backed up. Though she may have found a solution online Best Buy is not authorized to utilize third party.
According to the General manager of...

the store, Ms [redacted] was refunded $212.18, and accepted this as a resolution.
Thank you for making best Buy aware of this issue.
Best regards,
Cassie E.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,Sedgwick is aware of the customer's complaint, and will be addressing this directly. Thank you again for making us aware of this issue.Best,Cassie E Exec Res Sr

Dear Revdex.com (Revdex.com): Thank you again for bringing [redacted]’s concern regarding the $[redacted] Best Buy gift card 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 gift card was not received. The gift card was sent to the incorrect address and returned to our corporate office.  We have requested a new $[redacted] Best Buy gift card and should be received in 7 to 10 business days. The address the gift card will be sent to the following address: [redacted] [redacted]MIRAMAR, FL  33025 Based on the zip code for Hollywood (33025), our system auto selects Miramar as per the USPS. Thank you again for making Best Buy aware of this situation.  Sincerely, Steven [redacted]Executive Resolution TeamBest Buy Corporate Campus

Initial Business Response /* (1000, 7, 2016/01/28) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with your Galaxy S5 phone and the protection plan. 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 must have caused you. We value feedback such as this, as it helps us make decisions for the future of our company.
I am pleased that arrangements have been made at Best Buy Store [redacted] to exchange the phone and have the protection plan added properly.
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 Mr. [redacted] - We have refunded the price you paid for the GSP as one time exception as you were unable to use it.  It is the customer's responsibility to have the information regarding their purchase date and store.   We had to search for the information under a different profile to locate your purchase.   As you were unable to use the GSP, we have refunded that price to you.  The GSP expired in March of 2016 and we do not have a way to reinstate it or go back retroactively to repair your television.  This is our final answer regarding your concerns and Best Buy considers this matter closed.Regards, Amy

Dear Revdex.com,Thank you for forwarding Ms. [redacted]’s concerns to us again.We have confirmed with our services team that the email address on file was correct and that the customers received weekly email notifications instructing them to remove the device from the cloud prior to receiving the charge. Please note that depending on the customer’s settings, these emails can sometimes be routed to the spam folder. Regardless, we provided ample opportunity for the customer to correct the issue before receiving the charge. Because the customers did not correct the issue in the allotted time provided, the charge is irreversible.Best Buy considers this matter closed.Sincerely,Kelsey F.

Initial Business Response /* (1000, 10, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this to our attention. Best Buy does have a procedure in place to pick up or drop off products at our local Geek Squad precincts. We are very disappointed to hear that the customer was let down and we...

apologize for any inconvenience caused. Our records indicate that the service has been completed as of 12/31/15. Best Buy will not be able to refund the tech support plan used to repair the computer because service has been rendered.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly
Thank you.

I am rejecting this response because:That is not what sales rep explained to us on the purchase date and the sales person or Manager April when I talked to her about this issue and she explained there is 5 different plans and that mine should cover the compressor and other issues and I think your employees should be sure exactly which plan they are selling to customers and not just explain best plan but put other plan in computer that rips off the customer.That is not the plan that was explained tome and my husband nor was it what the Manager told me when I called back in.I feel this is a bate and switch to rip off customers and I think this should be further addressed.

Dear Revdex.com,Best Buy has made multiple phone calls to the customer who has not responded.  The order # information provided is not a Best Buy order # additional information is required.  Please have Customer respond to our latest voice message.Thank you, Larry S

Dear Mr. [redacted] - We're sorry to hear that the special order refrigerator you purchased online was not available on the date that you chose for delivery.  The appliance that you chose and purchased is a Special Order item.  Unfortunately, our website allowed you to choose a delivery date...

that was not realistic given the fact that this is not a unit that we stock and that we must order it directly from the manufacturer.  Below is the information from the link on our website regarding special order items.We can see that the order was cancelled and that your money has been refunded.  Please accept our apology for any miscommunication that was created when our website allowed you to choose a delivery date.  We will be passing this feedback along to our .com team for review.Regards, Amy C. Special Order ItemsThese items are part of our expanded online selection and are not available in Best Buy stores.Special Order Delivery Appliances & TVsAn agent will call you when your order is ready to schedule for delivery.Delivery timelines may be longer than for non-special order productsWe cannot deliver to P.O. boxes or APO/FPO addresses.An adult age 18 or older must be home to sign for the delivery.Item will be delivered into the entryway of the home or garage only.Delivery does not include placement in room of choice, installation, unpacking, or recycling.Canceled or returned Special Order items will be refunded 85% of the original purchase price. SeeReturns Promisefor full details.

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. nevertheless, please forward any new informatio and we will respond accordingly. Kindest regards,Cassie E. Exec Res Sr.