Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Once Again wet hank you for bringing Mr. [redacted]'s concern to our attention. As indicated in the previous response we found there is currently an open case with our insurance provider and Mr. [redacted]. This is an insurance issue and Best Buy is unable to address this with...

the customers, as they are currently working with the correct individuals to resolve this matter, Sedgwick. We do see they are currently in the process of having an appraisal of damage. We direct Mr. [redacted] to continue to work with Sedgwick on this matter. Best Buy feels that we have fully addressed Mr. [redacted]'s concerns. Best Buy has provided our final stance and that stance remains the same. Thank you,Best Buy

Dear Revdex.com,   Thank you for bringing the customer’s order return concerns to our attention. Customer’s total purchase refund has been processed. Due to the customer’s delivery/refund experience, a $[redacted] Best Buy Gift Card was issued to [redacted] and business partner.   ...

Sincerely,   Dean [redacted] Executive Resolution Specialist ###-###-####

February 20, 2018     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted] Jr.’s concerns  in the previous correspondence forwarded to your office on February 15th, 2018 and our position remains unchanged.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,   Sincerely,       Terrance [redacted] Sr. Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response /* (1000, 9, 2016/03/23) */
Dear Revdex.com: Thank you for the referral. Best Buy reviewed this matter and reached out the appropriate resources to investigate and seek proper resolution. I have been advised that as of this morning, our assistant store manager (ASM) worked with...

our Comcast partner, whom was able to fix the billing issue for Mr. [redacted]. The ASM advised me that he called Mr. [redacted] today and left a voicemail, asking that he call him back if he had any further questions or needs. to call me back if he had any questions. Compensation for the customer experience is not managed via the Revdex.com cases to Best Buy; therefore, the billing issue being resolved qualifies this complaint as closed. Thank you!
Initial Consumer Rebuttal /* (2000, 11, 2016/03/24) */

Dear Revdex.com, When the agent originally quoted the customer he was unaware that this TV was an exclusive branded TV which Best Buy will cover the Manufacturer’s warranty.  On 1/11/17 the customer was given a new order that is set up with the correct information and is scheduled for 1/21/17. ...

Best Buy will honor the warranty and repair or exchange the TV as needed at no charge to the customer. Best Buy considers this matter resolved. Thank you

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry of the setbacks endured by the customer when dealing with this.  Upon reviewing, we have verified that indeed the customer did receive a return warning for excessive returns at Best Buy on July...

of 2016. Best Buy partners with a company called The Retail Equation who monitors our returns and who has determined that indeed the customer exceeded the allowed returns. Due to this the customer was issued a 365 return warning which impeded her to make returns with us until that expired.  We do see that the customer contacted our customer service teams to inquire about returning the item by mail however the warning is still in effect and Best Buy does not allow returns by mail for items purchased at our stores.  Unfortunately, Best Buy will not be able to allow the return of the item as the customer does have a return warning on her account.  For more information around our return policy you may visit the link below.  http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050...⇄ you.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding our price match policy in matching competitor’s to our attention.   Our price match guarantee can be found at the following hyperlink from our website in addition to having it posted in...

stores at our checkouts:   http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄   As per our price match guarantee in the above hyperlink, Quill is not listed as a competitor we would match. Regarding Wal-Mart, would be a retailer we do match whether it is their “Brick and Mortar” stars or their online store. When investigating Wal-Mart’s price, their current or listed price is $149.99. The price can be found at the following hyperlink when you click on “Add to Cart”:   https://www.walmart.com/ip/Samsung-BD-J6300-ZA-Blu-Ray-Disc-Player/52873931   Our current website pricing of $149.99 on the Blu-Ray DVD player (model #BDJ6300) is found at the following hyperlink:   http://www.bestbuy.com/site/searchpage.jsp?st=bdj6300&_dyncharset=UTF-8&id=pcat1...⇄   Based on our investigation, we would be unable to accommodate Mr. [redacted]’s price match request.   However, as a customer courtesy, we will be sending a $[redacted] Best Buy gift card from our corporate office. The gift card should be received in approximately 7 to 10 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attention. Please know that I personally connected with the customer, and was able to remove The Retail Equation warning. The customer is now free to return or exchange the unit within policy. Thank you again for allowing us to address the customer's concern....

 Regards, Sarah L.

Hello Revdex.com, Mr. [redacted] has already returned the lap top to one of our store locations and received a full refund. Best Buy considers this matter resolved. Thank you,Anthony W.

Dear Revdex.com, Best Buy feels that we have fully addressed the customers concerns that were forwarded to your office in our previous response and we maintain our position.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Thank you.

Dear Revdex.com,   Our return and exchange policy is designed to keep prices low and prevent unnecessary returns. Near the bottom of each receipt, the following is printed:   “Valid ID is required for returns or exchanges. ID info may be stored in a secure, encrypted database used for tracking...

returns & exchanges. Best Buy reserves the right to deny any return. Full return and exchange policies are online at www.BestBuy.com.”    Additionally, on BestBuy.com under the Return & Exchange Policy heading, the following is displayed: “When you return or exchange an item in store, we require a valid photo ID. Some of the information from your ID will be stored in a secure database used to track returns and exchanges. Based on return/exchange patterns, some customers will be warned that subsequent returns and exchanges will not be eligible for returns or exchanges for 90 days. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling ###-###-#### or by mail at [redacted], Irvine, CA 92619-1373. Please be prepared to provide your transaction ID, ID number, full name, address and phone number.”   I understand that the circumstances surrounding the reasons for your returns and exchanges may fall in a gray area. Unfortunately, the system in the store does not allow an override to the denial.  Thank you, Ash E.

Revdex.com:
Best buy has resolved the issue and since reimbursed me for the item via gift card I want to thank everyone who assisted us in revolving the issueI have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Dear Revdex.com: Thank you for sending this on for our review. I can imagine how terribly disheartening this experience is for the client. The Terms and Conditions of your plan constitute the entire agreement with respect to the services and benefits provided and they do not cover accidental damage. Best...

Buy cannot account for one-off conversations between employees and customers; therefore, we ensure the terms are provided in an official format for customer's reference, which the terms also reference, "Employees and agents of Best Buy have NO AUTHORITY to alter or modify the terms and conditions of this Plan – either orally or in writing." If the customer would like to cancel his protection plan, I can do so for them and issue a prorated refund, which is approximately $230. Thank you!

Dear [redacted], Thank you for forwarding your concerns to us through the Revdex.com. We apologize for any inconvenience this may have caused you.  I just sent you an email to the address you provided for some more information. When you have a moment, could you please follow up with...

me directly so that we can resolve your concerns? Sincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc.

I am rejecting this response because:
Best Buy Case #: [redacted]The TV was purchased in 2015 and I had made multiple attempts to get someone to look into my case in 2016 but with exhausting failure. Until now, when a friend of mine had a similar situation and told me how they finally got in contact with someone through the Revdex.com complaint system. The case number should indicate how many times I tried to reach the store manager and spoke with the 1800 customer service department. After the store manager or any other associate would provide any form of contact for the District Manager - I eventually got it from one of the phone reps but not to my surprise every time I sent an email to District Manager it failed every time (error message: address not found) The information I was given:Patrick [redacted]@bestbuy.com And if you guys are able to look up my purchases from the receipt you can clearly see I always made purchases from your company including my first TV, MacBook Pro, iPad, [redacted] Note 3 Tablet and many more electronics - if I was attempting to pull a "fast one" than would't there some sort of pattern with past purchases? Does my customer loyalty over the years not show a bit of trustworthiness? Is this the first a time a TV might of been removed from a box and placed in a different box in the inventory department during the holiday sales? I simply feel like I was selected in a biased manner by the staff to seem like I am trying to return a TV for a better model! I have the receipt, I have a long history of purchases with your company, I mean what more can I do or say to just get what I paid for? Please take ownership of this as a business and take care of a loyal consumer like any honest and respectful business would do! The response of me trying to return a "damaged" tv which never happened because I never brought the TV to the store should prove that the some not all of the staff at the store lack credibility and integrity.

I am rejecting this response because:
why do I need to do the work for this? its your company take responsibility, those accounts were closed, money is owed. or you can see me in small claims.

[redacted]Document Attached[redacted]
As of Feb 24 we have received 224 misdirected emails from Best Buy. The text of just one example is below, which implies a purchase date of Feb 18 2016 - the email arrived Feb 20.
I am also attempting to attach a zip file of several email .eml files so the full header...

information can be reviewed.
------------------
Hello [redacted],
Thank you for your recent Geek Squad(r) purchase. You now have access to the technical expertise of over 20,000 Agents.
Please keep this e-mail and your original sales receipt. Proof of purchase may be required to confirm coverage.
For your plan's specific details, please visit our Terms & Conditions page.
Webroot SecureAnywhere IS for 3 PC's/Mac 6 Month
Member No.
[redacted]
Key Code
[redacted]
Expiration Date
08/17/2016
(Case [redacted] examples.zip)

Dear Mr. [redacted] - We have reached out to the Fresno, CA Pacific Sales store and they are aware of this issue.  We're sorry that it wasn't corrected in 2013 and that you have had problems with the refrigerator.  I have requested that the store replace your refrigerator with a comparable...

model in the price range that you paid in 2013.  Please work with the store to facilitate the exchange of your current refrigerator for a new one. Regards,Amy C.

Dear Revdex.com, Thank you for bringing this to our attention. According to our records we were only able to locate one order associated with this based on the contact information provided. That phone is shown to have been returned to the store in Yorba Linda, CA on 11/27/17. If the phone was...

returned, Mr. [redacted] would not be eligible for any promotion associated. If there is another order or purchase that was made, please have him provide the order number or the customer service pin number from his receipt. We will gladly look into this further.  Sincerely, Dan S. Best Buy

Dear Revdex.com,Spoke with Mr. [redacted] and informed him his Gift Card had been refunded $56.53 and is active.  Mr. [redacted] stated that he no longer had the Gift Card.The Gift Card has been canceled and is being reissued per the customer's request and will take 2 to 3 weeks to arrive. The card will...

be mailed in a plain white envelopeso he should be advised to watch for it in the mail. Best Buy considers this matter resolved,Thank you,Larry S