Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing this matter to our attention. We have verified that the store Geek Squad released the same exact unit that was dropped off to be restored. The iPad was brought into store with a "iPad Disabled" issue and was locked by the original owner's iCloud account. The Geek...

Squad completed the restore of the unit successfully and released it back to the client. After a restore, the client would have to enter the previous Apple ID, which is linked to the school district, in order to access the iPad. Best Buy and Geek Squad has rendered the services correctly and no further action is to be taken on this matter. We would suggest that the client contact the party from whom they received the iPad in order for it to be unlocked via iCloud.com. Thanks,

I am rejecting this response because:
I completely understand that I was not on a qualifying legacy plan to receive the discount - but I was only told that long after I had purchased the phone. They are correct that some of our plan members, including my husband, previously received a monthly discount for a leased phone and that went away once the plan was switched off of the legacy plan. For clarification, my phone was never receiving a credit so it's not an instance of I had one and then lost it, and am now complaining about it. My issue is that at the time of purchasing my phone, I was not on a legacy plan, but was still told by 2 Best Buy team members and 2 Sprint representatives that the phone would cost me $7 a month. Had they looked at my account correctly and communicated that the credit would not apply to me due to the plan I was on, I would not have purchased the phone in the first place!You are correct that I have declined switching back to a legacy plan as it would cost more monthly, and thus that is not a suitable option. But to reiterate, I was not the one the inaccurately reviewed my plan, and was told of a discount that should not have applied to me. I had not been on a legacy plan for months prior to purchasing the phone, which I can prove by going through previous bills - which I did with Mike on the phone and expressed again that I was not on a legacy plan at the time, so why was I told by so many different representatives that my cost would be $7? This is a clear error on Best Buy and Sprint's part, but one that I am now paying for, which is unacceptable and far from the Customer Service I would expect in any circumstance but especially one where I've been a Sprint customer for basically 10 years and have been purchasing my phones from Best Buy mobile for a number of years as well. I should not be responsible for paying for someone else's mistakes, simply put.

Dear Revdex.com,The customer refused our direction of sending the unit to service before the plan had expired. Best Buy has fully addressed this matter and our stance remains the same.Thanks,

Initial Business Response /* (1000, 12, 2015/08/24) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I apologize for the experience that Ms. [redacted] had. Upon receiving this complaint, I reached out to our service management team. I have been advised...

that Best Buy arranged for a third-party service technician to go out on 8/20 to repair the refrigerator, and that the repair has been resolved.
Ms. [redacted], your satisfaction is important to us. Please accept a $** Best Buy gift card as a customer service gesture to you. This gift card will arrive to the address cited on your complaint within approximately 2-3 weeks.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused for the customer.  Could you please have the customer provide photos of the alleged cracks/display issues on the screen?  Sincerely,Kelsey F.Executive...

Resolution Specialist Best Buy Co., Inc.

I have been in touch with Eric the general manager of the Best Buy Store. He iw working with [redacted] in coming to an amicable solution for everyone involved. I have heard and accept Best Buy's proposal for fixing it on their end, and am waiting to hear from [redacted] on their part.

Dear Revdex.com,The customer was contacted the General Manager at Best But store [redacted] and was offered and accepted a $[redacted] Best Buy Gift card as resolution.Best Buy Considers this matter resolved.Thank you.

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for the inconvenience this may have caused the customer. We have forced the order to cancel completely and the customer should be expecting a refund on his credit card within the next 3-5 business days....

 Thank you again for bringing this matter to our attention. We now consider the matter resolved.  Sincerely,Kelsey F.

Dear Revdex.com,Thank you for bringing [redacted]'s concern to our attention.Order number BBY01-[redacted] was cancelled. Best Buy is no longer selling the iPhone X outright, it does have to be activated on a contract which does bring it down that $100.00. Because the order was cancelled, Best...

Buy considers this matter closed.Thank you,Best Buy

Dear Revdex.com: Best Buy feels that we have fully addressed Mr. [redacted]’s concerns that were forwarded to your office in our previous response and we maintain our position. Our special support team noted the claim and estimate provided by the customer do not align with the work that was done to his vehicle, and Best Buy considers the matter closed. Regards, Kathryn S.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order placed with our company to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations....

After receiving Mr. [redacted]’s Revdex.com complaint, we contacted customer directly, addressed their concerns and thanked them for sharing their feedback regarding the online purchase.   As a gesture of goodwill, we provided Mr. [redacted] with an $80 My Best Buy membership account certificate. Mr. [redacted] accepted the gesture as resolution.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, We have been in contact with the customer. We have an issue with the gift card and have submitted for it to be cancelled and replaced with w new gift card that will be sent to the customer's verified address. Thanks,

Dear Ms. [redacted] - We're sorry to hear that the television you purchased online was delivered damaged.  Based on our review of your contact with our support teams, it appears that you spoke with an agent on February 7, 2018 and they arranged for an exchange to take place on February 9th. ...

After reviewing that order, it appears to have been cancelled or not completed.  We're sorry for this error and the inconvenience it caused you.  Based on your experience, we have processed a $200.00 refund back to the card used to purchase the television.  Thank you for taking the time to notify us of your concerns.Regards,Amy C.

Dear Revdex.com, Best Buy is sorry to hear that the customer felt misled by our terms and conditions of the Mobile Geek Squad warranty. Best Buy mirrors the process used by other carriers when it comes to mobile repairs and deductibles.  Below you will find a portion of your receipt indicating that...

fees may apply.                           ----------                      SUBTOTAL      7.99              SALES TAX AMOUNT     55.25                              ==========                         TOTAL     63.24 Associate # [redacted] xxxxxxxxxxxx6923    GIFT CARD     50.00 APPROVAL 131672xxxxxxxxxxxx3004         AMEX     13.24 [redacted] S [redacted]APPROVAL 667456 AT&T ACTIVN  BNDL Savings:    699.99             TOTAL SAVINGS:    699.99 [redacted]      Terms & Conditions will be  e-mailed to you and can be found at   www.geeksquad.com/termsconditions[redacted] xxxxxxxxxxxx6923     ORIGINAL BALANCE:       50.00    TRANSACTION AMOUNT:       50.00-    REMAINING BALANCE:        0.00 You have one last step to become aMy Best Buy program member. Pleaseregister your [email protected]/register[redacted],THANKS FOR SHOPPING AT BEST BUY TODAY!YOUR MY BEST BUY BALANCE AS OF 09/26/2014POSTED  POINTS: 0GO TO BestBuy.com FOR MORE INFO HARDWAREYou purchased the following:AT&T IPHONE 6 16GB GOLDMDN/Mobile Phone Number:: [redacted]IMEI:: [redacted]SERVICE AND SERVICEOPTIONSAT&T UPG NEXT 18 IPHONE(9) DROPS SPILLS ADH MONTHLY BFor each claim, your Geek Squad Protection(GSP) Service Fee will be $149.99.  Youhave purchased a month to month plan, whichwill automatically renew until canceled.Your credit card will be charged on amonthly basis for the plan identified onthis receipt. Call 1-800-Geek-Squad([redacted]) to cancel this plan. See Terms &Conditions for complete details.I AUTHORIZE my card to be charged a firstpayment plus applicable tax today & eachmonth until the Geek Squad Protectioncoverage is canceled.  Service Fees, andclaim limits apply. Kind regards,Ash [redacted]

Dear Revdex.com - We have responded to this customer already based on additional contact that he has made with Best Buy.  We have not heard back from him regarding the offer that was made and it appears that his refrigerator is in the process of being replaced. Regards, Amy C

Dear Revdex.com,Best Buy feels that we addressed this issue effectively in our previous response, and we will not be providing it additional consideration. We are unable to provide an exchange on any product that has suffered cosmetic damage. The description of the phone provided by the customer indicates that the phone has been scuffed, which is considered cosmetic damage. If the customer has questions about our return and exchange policy, we encourage him to visit BestBuy.com. Nevertheless, please forward any new information and we will respond accordingly. Thank you for making us aware o fthsi issue. Best,Cassie E Exec Res Sr

Dear Revdex.com (Revdex.com):
Thank you for bringing [redacted]'s concern regarding the [redacted] gas stovetop to our attention.
Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. After receiving Mr....

[redacted]'s Revdex.com complaint, we contacted our PAC Sales team on the replacement / exchange request. While we would be unable to accommodate their compensation request, the PAC Sales team has created a new Sales Order (SO) #6594441 on 03/16/16 for return and exchange of their unit and scheduled for 03/24/16. n

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 forwarding Ms. [redacted]'s message. Please know that we have reviewed the situation further and we have no indication or notes that we offered any customer satisfaction gestures. Per our notes the product has been delivered successfully and no other action will be taken by Best Buy.  Thank you.

I am rejecting this response because: the term consumable is subjective and can sway either way erring on the side of the merchant or the customer.  And I feel best buy is discriminating against me due to my appearance in this case as i've witnessed several times associates taking back returns from clients without receipts, and they happened to be caucasian.

October 19, 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 transactions in question properly refunded to the customer’s account with transaction codes [redacted] and...

[redacted] (these numbers can be supplied to her bank for reference) .  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