Best Buy Stores, LP - US Headquarters

I am rejecting this response because: Not good enough. I want to escalate this to the corporate office. Geek Squad customer service sucks. They are horrible. You can never talk to the same person When you call the number they will not connect you to a technition before their "entry person" tries to fix the problem even though it never works. Then, when the technician is on your computer they do not call you. There techntion did something to my computer and it went into safe mode and I could not even use it. The wait time to talk to a the technician is over an hour most of the time and then they do not resolve the problem. I have been a loyal customer at best buy for over 20 years and have spent at least $20,000 on TV's Computers etc. I have been with Geek Squad since 2007 and up until recently rarely called them. I want to know why a technician who comes to my home cannot fix my problem and why after spentind two hours on the phone with online support thye cannot fix the problem. connecting a printer is not rocket science. Really?

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our Executive Resolution Team for proper review.We sincerely apologize for any inconvenience experienced in the attempt to make this purchase. Unfortunately,...

Bestbuy.com is unable to reflect proper inventory levels in real time and occasionally, orders may cancel or items become unavailable as a result. As this item remains sold out, we do not possess a way at this time to process any orders for the Nintendo Switch and are unable to fulfill this request. We again sincerely apologize for any frustration this may cause, and encourage our customer to replace their order once the item becomes available again on bestbuy.comBest regards,Shane M.Executive Resolution SpecialistBest Buy Co. INC.

Initial Business Response /* (1000, 5, 2015/12/24) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy has reviewed the situation presented by the customer. The details regarding the multiple service appointments for the receiver are accurate. The customer does have an...

active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairs. Despite repeated efforts to repair the device to full functionality, the device has continued to have operational issues. Best Buy will connect with the customer and provide the resolution that has been requested.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this, but have concerns that this will be executed.
Final Consumer Response /* (3000, 12, 2016/01/07) */
I have not received any calls, emails, letters from Best Buy about getting the replacement receiver that they offered in response to my complaint. You did not provide me with a contact person to follow up with at Best Buy. You have closed the case but the matter is NOT RESOLVED. I would ask the the Revdex.com contact Best Buy again regarding a timetable and a contact information for how to receive the new receiver they have offered. It is not enough for them to answer the complaint, they need to follow through.
Final Business Response /* (4000, 14, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy reviewed the situation presented by the customer. There have been numerous voice messages left for the customer at the number provided by the customer. We invite the customer to call the store directly at [redacted] and ask to speak to the general manager. The details regarding the multiple service appointments for the receiver are accurate. The customer does have an active Geek Squad protection on the receiver which has covered the cost of the multiple service appointments and repairs. Despite repeated efforts to repair the device to full functionality, the device has continued to have operational issues. Best Buy will provide the resolution that has been requested.
Thank you,

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.

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 Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the expired promo code for the joystick purchase 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 promo code in the package from the manufacturer was expired. We have credited their online order (BBY01-[redacted]) $48.03 and for a better Best Buy experience, sending a $** Best Buy gift card from our corporate office. The gift card should be received in approximately 10-15 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressed. We have attempted to contact the client however the phone number provided is invalid and the customer has not responded to our email communication. With the information provided from the customer, we cannot locate any...

purchase history with Best Buy and therefore no work can be done to acquiesce the customer's request. In regards to the lesser amount of refund, the deduction on the refund is due to the missing component. For more information on our Return Policy, please visit www.BestBuy.com.We would advise that the customer respond to our email communication, or provide other contact information, so that we can investigate this claim.Thanks,

Dear Revdex.com, Thank you for bringing this matter to our attention.  We gave the store where the purchase was made visibility to the concern.  After reviewing the details presented, the store contacted the customer and offered a resolution which has been accepted by the...

customer.  Best Buy apologizes for the difficulties the customer experienced and considers the matter closed. Thank you, David M.

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

09/18/2017 To whom it may concern, Best Buy has reached out to the customer and resolved this matter.  We will be issuing a credit as a one time exception to our return policy.  Additionally we have followed up with the local store and will be addressing this issue on a store...

level as well.  Nevertheless, should any further questions or concerns arise, please feel free tor each out to me directly for assistance.

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.

Revdex.com, Thank you for bringing this to our attention.  We were able to locate what caused the camera to not be sent, please know that we sent the missing product to the customer at no cost. Regards, Nick S.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me for the following reason: [redacted] is unable to work with me to resolve the situation while the product in question is still registered to Best Buy.Thank You[redacted]

Dear Mr. [redacted] - We have reviewed your order and found that the information you were provided by our customer service agent is correct.  Your order was placed on November 24, 2017 and the first authorization attempted between Best Buy and your credit card's bank was declined.  Our system...

again tried to authorize the purchase with your bank on November 26, 2017 and that attempt was declined as well.  On November 26, 2017 an email was sent to the email address for your order stating that the order would be cancelled.  We are unable to offer you Black Friday pricing as this was not an error on the part of Best Buy.  Regards, Amy C.

Our Geek Squad team was able to connect and speak with Ms. [redacted] on Friday and we are currently working with her and our field leadership to get the soonest possible appointment scheduled to bring this matter to a full resolution.

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,

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.I feel this response is "satisfactory" to resolve the current issue. However I hope their process does not hinder other customers and get the run around as well. They have explained their process and "algorithms" to determine denials but again, these are algorithms and not the 100% facts from customers.Thank you for your time and willingness to stand up for me and other consumers.Sincerely,[redacted]Sincerely,[redacted]

Dear Revdex.com,I have called the customer and educated him on our Trade In Program and offered to make a one time exception to mail him a $** gift card. The customer confirmed that he understood the how our program works and provided us his feedback that we should make this more clear online that the store makes the decision on what the value of the unit is depending on the condition. The confirmation number for the gift card is [redacted].Thank you,Karla [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11456559, and find that this resolution is satisfactory to me.

Dear Revdex.com, Thank you for bringing this to our attention. On 8/3/2016 our Clarksville, TN store management refunded the customer’s cell phone purchases (#[redacted] 08/03/2016) as requested.    Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####