Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for your partnership in bringing this matter to the attention of Best Buy. Correspondence regarding this case has been brought to our Executive Resolution Team for proper review.We would like to offer our sincerest apologies for the frustration experienced during this purchase. I...

have reviewed the previous nteractions Mr. [redacted] has had with our team, and have verified we have authorized a refund to the customer for the requested amount. This refund does typically take 3-5 business days to reflect in our customers account, and may not be visible yet as the refund process was started on 01/25/2017. We sincerely apologize for any inconvenience this delay may cause.While Best Buy considers this matter closed, please feel free to bring any further information to our attention and we will respond accordingly.Thank you and best regards,Shane M.Executive resolution specialistBest Buy Co. INC.

Dear Revdex.com -Best Buy considers this matter closed.  Regards, Amy C.

Derald w/Social Media requested a refund check on 9/20 for $100. Steve (my senior) requested a $100 Gift Card on 9/1. There is no further solution offered and no further Revdex.com review required for this issue. Best Buy firmly closes this Revdex.com case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and is there nothing that can be done I accept this.  I will no longer do business with Best Buy. [redacted]

I am rejecting this response because: It is completely non-responsive to my complaint.  As I bought the device from Best Buy, I believe it is Best Buy's responsibility to "activate the order with the Verizon service plan."  The response does not explain why the 'carrier financed plan" was not properly processed.

Initial Business Response /* (1000, 5, 2015/10/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. Best Buy has a service call for the washer and dryer for 10/22/2015 and 10/24/2015.
Geek Squad did send out a third party servicer on February 2014 to look at dryer but no...

fault was found and the customer has only called recently to request service.
Best Buy does not reimburse for any electricity consumed by appliances but the customer can submit a form to request laundry reimbursement which is a benefit of the plan purchased with the washer and dryer. The benefit amount and other coverage information can be found on the terms and conditions of the plan which we have provided a link below.
file:///C:/Users/a224515/Downloads/gsp_2010_09_29_to_2012_07_14_v4_english.pdf⇄ /> Thank you,

I am rejecting this response because:Thanks for finally providing an explanation. However I am not a reseller. I havent sold a single item that I have purchased from BestBuy. I am not sure what criteria was used to make that determinatjon, but is incorrect and uy is not serving you well. To the contrary, around 12 months ago I was contacted by Best Buy to receive a home consultation. I appreciated the personal attention and atarted buying from BestBuy to outfit our new 6,000 sq ft home. It has 7 bedrooms and 3 living spaces. I have been purchasing audio video equipment for each room of the house. 2 TVs for our gym. 3 computer monitors for my office. 3 large TVs for my living areas. 6 TVs for bedrooms. 1 TV for the master bath. 4 Alexa devices. 4 UHD bluray players. A full set of Klipsch home theater speakers. Ubiquiti networking equipment. A projector and soundbars for ever room. That doesnt make me a reseller. Tons of home automatuon equipment. It makes me a technophile and a former good customer....not a reseller. You need to fix your business practices and your commuication as I dont need you to make an "exception". I need a retailer that can meet my needs as a consumer.

I am rejecting this response because:Hello Cassie.Here is the link to the Best Buy page that states that this computer does in fact have an 18 month warranty so I do not understand anything Best Buy has said regarding the warranty. You said one thing, the website says another and the Geek Squad said something different than you both.http://www.bestbuy.com/site/dell-14-refurbished-laptop-intel-core-i5-4gb-me...⇄ Geek Squad told me that this computer has a 90 day warranty which expires 4-18 however you state it only had 15 days. The laptop did not have Authentic Microsoft, did not have WIFI driver installed and the BIOS was incorrect. I was told they did correct these issues.  I spoke to Geek Squad and they confirmed the 290GB is showing because the computer has used the other 30GB which I understand. The Geek Squad confirmed in person that Planitroi was the third party as well so why would I be told that it was not when I have it in writing on the paperwork that came in the box with this "Certified Mircosoft Refurbisher" as it states on the box which the Geek Squad also saw and confirmed they "no longer have a contract with them".Attached are photos of the Planitroi Warranty and the Microsoft Certified Refurbisher box.This entire purchase and quality of customer service is alarming and dissatisfying as I only purchased this computer because of the stated warranty that was confirmed by telephone and chat before I purchased the unit and now I am told there is no warranty at all currently. Who exactly are you telling me that I purchased this unit from if not Planitroi? Below is a copy of the receipt from Best Buy as well as the shipping which originated in NJ, the Planitroi headquarters.  At this point I do not care where it came from because I know that it was bought on the Best Buy website and I believe that Best Buy should honour the warranty if you are not going to refund the $306 to my Paypal account.Transaction ID: O-52207096R0790972L Hello [redacted], Thanks for your order at BestBuy.com. Money won't leave your account until BestBuy.com processes your order. Thanks for using PayPal. To see the full transaction details, log in to your PayPal account. Keep in mind, it may take a few moments for this transaction to [email protected] to merchantYou haven't entered any instructions.Shipping address[redacted]Salisbury,NC28146United StatesDescriptionUnit priceQtyAmountBBY01-77[redacted]7$306.01 USD1$306.01 USDSubtotal$306.01 USDThe final payment amount may change when the merchant completes the order.Issues with this transaction?You have 180 days from the date of the transaction to open a dispute in the Resolution Center.Questions? Go to the Help Center at www.paypal.com/help.Get verified - Pay from your bank account and you're 100% protected against unauthorized payments sent from your PayPal account. Log in and click the Get verified link below your name. For assistance with matters regarding your PayPal account not identified above, please contact us toll free at ###-###-####. Please do not reply to this email. This mailbox is not monitored and you will not receive a response. For assistance, log in to your PayPal account and click Help in the top right corner of any PayPal page.You can receive plain text emails instead of HTML emails. To change your Notifications preferences, log in to your account, go to your Profile, and click My settings.PayPal Email ID PP120 - [redacted]  Shipping ProgressLast Updated: April 11, 3:52 PM  Monday, January 18 1:30 PM Delivered Salisbury, NC Monday, January 18 8:44 AM Out for Delivery Salisbury, NC Monday, January 18 6:01 AM Arrival Scan Salisbury, NC Monday, January 18 3:23 AM Departure Scan Raleigh, NC Friday, January 15 5:28 PM Arrival Scan Raleigh, NC Friday, January 15 7:01 AM Departure Scan Secaucus, NJ Friday, January 15 1:20 AM Arrival Scan Secaucus, NJ Friday, January 15 12:40 AM Departure Scan Parsippany, NJ Thursday, January 14 10:50 PM Package was handed off to UPS Parsippany, NJ Thursday, January 14 5:36 PM Initiated

Revdex.com,Please know that Sedgwick has been actively involved in assisting with the customer's claom, and in contact with all parties. The customer will need to continue working with Sedgwick as this is a damage claim and must be addressed by the proper channels. Thank you.  Regards, Sarah L.

Revdex.com, Thank you for bringing this to our attention. Although this is a bundle price which would have been noted on the signage for the unit, the store has provided a full refund to the customer. he was personally contacted by the store who is sending his receipt via mail Thank...

you  Regards, Sarah L.

Initial Business Response /* (1000, 8, 2015/09/22) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
After reviewing the purchase information, the customer bought the item...

from a Marketplace seller. These sellers are third party sellers on BestBuy.com and have their own return/exchange/refund policies. The policies for each seller can be found on their respective pages. A refund has been requested, and the customer should see the credit within 5-7 business days. If he does not receive it by then, it's recommended he contact the seller.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would not recommend anyone to buy something from Best Buys Market place, save yourself the hassel, and avoid the market place like a plague, Best Buy does not follow through, and keeps throwing their customers to the Market Place. I am very disappointed with Best Buy.

Dear Revdex.com,Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer.We have attempted to contact the customer directly for more information about the purchase and attempted return, and he did not provide the requested...

information. The only receipt provided was for a cancelled transaction, and we need a current receipt in order to look in the issue.Please note that our return and exchange period is 15 days, and any items that are physically damaged or are missing components may not be eligible for return or exchange.Until the consumer provides the necessary information we have asked for, including a valid purchase receipt and the reason the return was denied, we consider this matter closed. Sincerely,Kelsey F.

Thank you for sending this over for review. I am sorry for the frustration and inconvenience this has caused. I see that the consumer has already been responded by one of our social media specialist on 12/08/16. Unfortunately Best Buy is not able to cover the difference in this situation we...

understand that its frustrating, however we are only following the process we were given. [redacted] will be providing rebates on those who qualify for them and if you would like to discuss other options it will have to be done through [redacted]. I have documented this complaint under case number [redacted].Once again thank you and I am sorry for the misunderstanding.Best regards,Karla [redacted]

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional consideration. Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

I am rejecting this response because:
This is not the only time I have experienced false or misleading pricing at Best Buy, including but not limited to my experience switching my Sprint cell phone service from a direct Sprint account to a Best Buy Sprint account, where we were promised an approximate 50% savings on our monthly bill -- which didn't pan out.  I believe this is a pattern of false and misleading price practices at Best Buy, and I do not want to drop my claim. In fact, I intend to uncover further examples from friends as well as in the store itself.  It is not okay to say, "Oh well, sometimes this happens." There are laws about truth in advertising and pricing, and simply having a disclaimer that the price might not be accurate is not an excuse to violate the law.  If it were, this kind of bait and switch would be rampant.

January 17, 2017     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as a refund has since been processed for the order in question and a $[redacted] gift card has been requested for the customer as...

promised.  The gift card typically takes a couple weeks to process and mail.  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

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Revdex.com (Revdex.com):
Thank you for bringing [redacted]'s concern regarding the Geek Squad (GS) Remote Service charges of $19.99 to our attention. Best Buy deeply apologizes for any frustration this situation may have caused and...

disappointed we did not meet their expectations.
Customer [redacted] was signed up for the GS Remote Service by AT&T and the GS Remote Service plan has been cancelled as of 06/15/15 (#[redacted]).
We will be sending a check from our corporate office in the amount of $399.80 (20 payments of $19.99). The check should be received in approximately 10 to 15 business days.

Thank you again for making Best Buy aware of this situation.
Sincerely,
[redacted]
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Decision to refund is the correst response. Thank
you...
[redacted]

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused. We will be reaching out to the customer directly to resolve outside the medium of the Revdex.com. Sincerely,Kelsey F.Best Buy

I am rejecting this response because:Best Buy response is a fabrication.  I was told on the day of the mishap that the delivery was delayed because my shipment was too large to fit in one truck so it was divided in two and the delivery schedules of the two trucks was poorly aligned which is why they were able to come at the end of the day when they finished all their other deliveries.  When I was at the store, I was even allowed to look at the delivery schedule, 8 am to noon is beginning of list, not end but we saw the two trucks decided to go elsewhere first.The snow didn't start to fall until mid to late morning and only amounted to about an inch.  If weather was a factor, then why didn't anyone call me?  All of this furthers that the Best Buy response is a fabrication.Also, I still have the voicemail that explicitly says the geek squad was MAILING ME a gift card, not and email.  Regardless, given the circumstances, ineptitude of BEst Buy, the broken guarantee that this delivery would not be screwed up which was a term of our decision to buy, the $100 gift card is an insult and I already explained that in my complaint here.Send me the 4k DVD player I called out.  That is more than fair solution on a $4000 bungled event.If that is not acceptable, let me know and I will take you to small claims court for my lost time and mental anguish.  I am thinking it might be best that BEst Buy get a court order against them to give them some motive to get their delivery process in gear because it is a mess.

Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Revdex.com -
We forwarded Mr. [redacted]'s concerns to our Home Delivery team and they reached out to Mr. [redacted] to schedule haul away of his old television for 12/5/15. Additionally, they will be sending him a check for $150.00 for his...

troubles.
Regards,
Amy
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They were being reasonable.