Best Buy Stores, LP - US Headquarters

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 purchasing through our site.   Unfortunately, we occasionally make mistakes with our advertisements whether it be in our in-store flyer...

or on BestBuy.com. While regrettable, we are not able to honor any errors that may occur as per our Conditions of Use. We apologize for any frustration this may cause, as we realize this may not be the answer the customer was hoping for. However, if any further questions, please don't hesitate to review our Conditions of Use.   Below is the link to our Conditions of Use.   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Thank you.

Dear Revdex.com, I tried calling the number provided and was told I had the wrong number. The store tried to call the number and it came up as invalid.  Maybe it would be easier to connect with the customer via email. I have asked that the store email using the one tied to this complaint so I hope that is current.  Thank you.

I am rejecting this response because:
I was told by the store employees (Matt/Ted) that if the Geek Squad manager (George [redacted]) gave the OK to replace the phone that it could be done, which he declined. My complaint isn't in regards to the product return/exchange policy, it is towards my phone being dropped by a Best Buy employee and the way I was treated when asked what was going to be done about it. I have included a photo in the attachments that shows a slight scratch on the back of the device, I have not even used the device since this incident because I want it to look exactly how it did after I returned home from Best Buy.

Dear Revdex.com, Thank you for bringing this matter to our attention. This complaint was resolved directly with the client on 12/15/2016.After working with the store, it was determined that the trade in promotion in question was not applicable locally, due to local laws regarding the trade in of...

products. When this information was provided to the customer, she requested that we cancel her order. In order to provide a refund to the customer, the order was completed and immediately refunded back to her original form of payment. This information was provided by the store to the customer, and several attempts were made to contact the customer directly from here at the corporate office. As of this time, best Buy is unable to reprocess the promotional offers requested by the customer in her complaint, we apologize for any difficulty that this situation has  caused.Please let know if you have any questions. Kindest regards,Cassie E Exec Res Sr.

Dear Revdex.com, Best Buy feels that we addressed this issue in our previous response. The customer was sent an additional product as a courtesy, and the price was marked down to 0.00. Our stores are not able to process returns on products that have been provided in this way. Additionally, it is outside the return and exchange period and so we are not able to process a return in store. I have asked that the return label be resent to the customer via email so that it can be mailed to the correct return center. Any refund issued will be dependent on the condition of the product, and so it is important that product is sent back in adequate packaging. Unfortunately, Best Buy is not able to provide this packaging.  We at Best Buy feel that we have done everything possible to provide a positive customer service experience. Best Buy was not responsible for the product having gone missing after successful delivery to the customer's address.  We provided an exception reship as a gesture of goodwill. The return and exchange policy listed on Best Buy.com does not apply to out of policy exceptions, such as the ones provided to the customer in this instance, and so we have made a special accommodation to provide a shipping label for the customer's convenience, so that a return may be processed.Best, Cassie E Exec Res Sr

Dear Revdex.com, Thank you for contacting us regarding this matter.  There has been a good deal of confusion with this matter as we believed the original microwave had been delivered.  This is why it has not been refunded to date.  We did identify that the customer came in to purchase a...

microwave separately from the original purchase.  We will contact the customer on the local level and work to resolve this situation.  Thank you, David M.

Dear Revdex.com, Thank you for bringing this matter to our attention.  We’d like to apologize on behalf of Best Buy for any difficulties the customer encountered regarding their recent computer service, and I appreciate the time you took to voice your concerns to allow us an opportunity to...

properly address them. Indeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction.At the time of your service was initiated the customer was provided with, and signed acceptance of a service agreement that explained that Geek Squad would be able to provide an estimate for the cost of repair, and that this cost may change depending on the actual service required. We also make it clear that the customer will not be charged until we receive approval from them for the charge. The customer always has the option to stop service and have their computer sent back. We at Best Buy feel that we are transparent with our pricing, and do everything in our power to keep our customers informed regarding the cost of repairs. We do not act without the customer's explicit consent when performing repair, and we do not charge any fee without the customer's OK. Unfortunately, for these reasons, we are unable to provide the repairs required for the computer to function with the fee assessed in the initial estimate.  Thank you again for making us aware of this issue. Please let us know if you have any questions.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office. Best Buy has refunded the customer and sent a new gift card via mail. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely,Best Buy

Dear Revdex.com,   Thank you for bringing this to our attention and we are very sorry for the inconvenience this has caused. Since the order was canceled due to our error, I have sent [redacted] a Best Buy gift card for $[redacted] so she can purchase the headphones at the price they were on Cyber Monday....

The gift card should take 2-3 weeks to arrive from today’s date and will be sent to the address listed on this complaint.   Sincerely,   Dan S. Best Buy   Thank you!   Dan [redacted]

Revdex.com,Thank you for bringing this to our attention.  Please know that when this phone was purchased the customer had two options for Apple Care.  Paying for two years up front for $99, or making monthly payments for $7.99, in this instance looking at the customer choice the monthly billing...

option. Regards, Nick S.

Dear Revdex.com,Thank you for contacting us regarding this matter.  Best Buy has reviewed the refund issue presented by the customer.  Based upon the review, it appears that a refund was issued on March 29, 2016 for the game that was not picked up by the customer. It can take from 3-5 business...

days up to a billing cycle for refunds to post.  We apologize for the difficulty the customer experienced with this situation, but we do believe the issue to be resolved at this time.Thank you,

April 2, 2018  To Whom It May Concern: Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office.  Mr. [redacted] was informed by our store leadership and corporate representatives that we would not be able to fulfill his request for a...

return/exchange on the television in question due to physical damage and our position remains unchanged.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.   Sincerely,   Terrance [redacted]Sr. Executive Resolution SpecialistBest Buy Corporate Campus

Dear [redacted] - We have reviewed your order and found that you were charged for the shipping that is advertised as free.  We have refunded the $11.98 to your original form of payment.  You were not charged additional tax on the shipping fee, hence the $11.98 refund.  Thank you for...

bringing this matter to our attention.Regards, Amy C.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused.  We have contacted the customer directly with next steps and will resolve outside the medium of the Revdex.com. Sincerely,Kelsey...

F. Best Buy

I am rejecting this response because:I have not received a phone as stated by the best buy representative. Today is Wednesday February 15th, 2017 @6pm. Still waiting on best buy to contact me for a solution. Thank you.

Dear Revdex.com,   Thank you sending the screen shots of the information we have on our sites for the Geek Squad Protection Plans. Please know of the items listed that are covered under the Standard Protection Plan, physical damage is not listed under the coverage. The exclusions to our plans are found within our Terms and Conditions. See below;   Regarding the customers claims of what was said by the representatives, please see under “General” within our Terms and Conditions; “These Terms and Conditions and your purchase receipt (which contains the effective date of your Plan and your product purchase identification) constitute the entire agreement between you and us with respect to the services and benefits provided to you under your Plan and will prevail over any conflicting, additional, or other terms of any marketing collateral or other document or expression. Employees and agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing.”   Please see under “What’s Not Covered” under our Terms and Conditions; “Damage caused by accident (unless you have purchased ADH Coverage and it is a covered event as stated in Section 5.2)”. As previously stated the customer purchased the Standard Plan with does not have Accidental Damage Handling (ADH).   Best Buy has provided our final stance and that stance remains the same.   Thank you, Best Buy

Revdex.com,  Thank you for bringing this to our attention. We are deeply sorry for the experience. Our team connected with the customer to personally resolve the matter, listen to their concerns, and get the information to the appropriate leadership to ensure better experiences for our customers in...

the future.  Our team has arranged for a return and exchange of the water line kit. In addition, when all services are completed, the customer is being issued a $200 check as well as an $[redacted] Best Buy gift card as a customer satisfaction gesture for the experience.  Thank you again for allowing us the opportunity to address the customer's concerns.   Regards,  Sarah L.

Revdex.com, Thank you for bringing this to our attention, please know that we were able to credit a $10 certificate back to customer's My Best Buy account. Regards, Nick S.

Hello Revdex.com, My name is Shane and I am a member of our Executive Resolution Team. I am writing in regards to the complaint brought to our attention regarding [redacted].  Upon reviewing Ms. [redacted]'s  order, it appears that while our order management system confirmed the...

creation of the order, the credit card used was never authorized for the full purchase, resulting in order cancellation. Once the order has cancelled, we are unable to further support the purchase. If Ms. [redacted] would like, she simply needs to redo her order as she has not been charged for the purchase.  Additionally, conditions of use for our website state: Order ConfirmationOur order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order.  While Best Buy considers this matter resolved, please feel free to reach out if any further questions arise. Thank you.  Shane, Exec Res Spec

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all we are sorry for the setbacks endured by the customer regarding this situation.  Please know that we will be reaching out to the customer to address her concerns and we will provide further updates when this is...

resolved. Thank you.