Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Best Buy has authorized a check to be mailed out to the address provided in the Revdex.com to offset the price match. We would like to apologize for any inconvenience and frustration that this situation may have caused.Kind regards,Ash E.

I am rejecting this response because:
I would like this case to remain open until I receive the check.  I was told I would get a refund but they have been giving me the run around.  Please keep case open.  I would also like instructions on how to place a negative review about Magnolia Home Theater.

Dear Revdex.com, I have partnered with store leadership regarding this concern. The computer needed system restore therefore any software would have to be reloaded afterwards. We offer data back up services for any files on the computer but that was declined.  According to leadership, they...

offered to reload the software back on the computer and send the computer back out to repair the crack since it is under a Geek Squad Protect and Support Plan. They state that Ms. [redacted] wanted to return the computer as she did not feel those solutions were satisfactory. The Geek Squad Protection Plan does not cover a refund but does allow for service to be performed on the computer. If she would like us to reload her software back on the computer and repairing the crack we will gladly do so. However, we will be unable to provide a refund. Thank you, Dan S.Best Buy

Initial Business Response /* (1000, 7, 2015/11/06) */
Dear Revdex.com,
Thank you for bringing this to our attention. We have investigated the customer's concern and interviewed our Richfield, MN store management. At this time Best Buy feels we have appropriately addressed this issue.
Our store...

management team has replaced two phones for Mr. [redacted]. The original replacement was to upgrade his Samsung cellphone to a new one that had just been released. The upgrade and data transfer was completed between both phones, per policy, the SD card was given back to Mr. [redacted] in a small plastic zip lock bag, and the data transfer was verified with him before leaving the store.
On 10/5/15, Mr. [redacted] returned to our Richfield store with phone issues, stating his phone was locked by his son and he could not unlock it. This was examined by our Geek Squad Agents, and they were unable to access the locked phone to retrieve any available data. Although the phone was outside our return/exchange period and since the phone could not be accessed, the store management team approved a one-time replacement exception for customer satisfaction.
Thank you,
Larry S.

Dear Revdex.com,The Washer has been replaced for the customer was completed on 9/30/2016 OMS order [redacted]Best Buy considers this matter resolved.Thank you

Dear Revdex.com, Thank you for bringing this matter to our attention. Please know that Best Buy has contacted Mr. [redacted] and made an offer which Mr. [redacted] that he has accepted. We are refunding $150 back to the credit card used.Thank you.

Dear Revdex.com,  Thank you for bringing this matter to our attention. Upon reviewing, we have noticed that Best Buy has already addressed Mr. [redacted]'s concerns on 11/02/16.  Best Buy considers this matter resolved nevertheless, please forward any additional concerns to our office and we will...

respond accordingly. Thank you.

Dear Ms. [redacted] - We have reached out to the store where you exchanged the Garmin GPS.  One of the  managers at that location, Paul [redacted],  is unsure as to why you were not offered the same item that you purchased, however he is happy to assist you by exchanging the GPS that...

you currently have for the same size and model that was originally purchased.  Please reach out to him at the Bridgeton location.  Regards, Amy C.

Dear [redacted],   Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I am very sorry that you have had such a difficult time getting the insurance companies to respond and I...

apologize for the inconvenience and frustration the matter has caused you.   I am pleased to hear that there has been a consensus by the three insurance groups involved in the claim and that a plan has been made and work has begun to identify and repair the damage to your home.  If I can be of any further assistance please contact me directly, you have my contact information.   Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.   Sincerely,   Larry S

Initial Business Response /* (1000, 7, 2015/09/25) */
September 25, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted]'s concerns that were forwarded to your office as he was correctly informed that he had exceeded the allotted returns on purchases...

from his past purchase history. Therefore, Best Buy is unable to offer a return/exchange on the purchase in question. 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 Consumer Rebuttal /* (3000, 9, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed that I was not allowed to exchange or return. Also it is not written in best buy's policy that for example if you return or exchange 10 times let's say, that you won't be able to exchange or return. If I knew that auch a thing would happen, anymore. I would never buy anything from them again because it is not fair to buy something and not be able to exchange it or return it, especially if it is defective. I would buy my laptop from a different store where customers actually have rights when they pay money for things they buy. This is very unproffessional and the manager literally talked to me as if I was asking him for free money. Don't forget I paid 950$ for a laptop and it is not like I bought some earphones for 10$. This is unacceptable response and I want this issue to be resolved. I am still until this day paying for that laptop through the best buy card and I am willing to stop paying on it if this is the case and not stop asking for my rights as a customer.
Final Business Response /* (4000, 13, 2015/10/13) */
October 13, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted]'s concerns in the previous correspondence forwarded to your office on September 25, 2015 and our position remains unchanged. 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

Dear [redacted] - We have reviewed your concerns and are sorry you are dissatisfied with the service you've received instore by the Geek Squad.  As a one time exception, we have refunded $100.00 to the credit card used to make the purchase.  We appreciate you bringing this matter to our...

attention.Regards, Amy C.

Dear Revdex.com, Thank you for bringing this matter to our attenttion. I am currently partnering with leadership from the College Station, TX store to work towards a resolution for Mr. [redacted]. I will follow up shortly. We sincerely apologize for any inconvenience that this has caused. Thank...

you, Dan S. Best Buy

Dear Mr. [redacted] - We have reviewed your appliance receipt and found that you purchased special order appliances which have been delayed.  Unfortunately, Best Buy does not have any way of influencing the production schedules of our vendors.  We sell the appliances under the guidelines that...

the manufacturers provide to us, however, sometimes they are unable to meet the deadlines that they provide to us.  We can see that an offer has been made to you to reselect different appliances that are not special order or that have a shorter wait time.  This is the only solution that we can offer at this point.  We also see that the teams you have been working with have discussed compensation for your wait time once the appliances are delivered.  We appreciate your patience and again offer that you may select different appliances that may be delivered sooner. Regards,Amy C.

Initial Business Response /* (1000, 5, 2016/01/26) */
Dear Revdex.com (Revdex.com):
Thank you for bringing Sarah Matthews concern regarding the Geek Squad Protection (GSP) plan renewal request to our attention.
Best Buy deeply apologizes for any frustration this situation may have...

caused and disappointed we did not meet their expectations. The GSP plan (#[redacted] ) was purchased for the HP laptop computer by [redacted] Perez on 10/13/2013 and provided the email address - [redacted]@yahoo.com for online order #BBY01-[redacted].
On 12/17/2015, the Geek Squad team sent the following email to the email address customer [redacted] Perez provided to us in purchasing the GSP plan on 10/13/2013 - [email protected] - The email renewal request was sent to customer by our team after they contacted the renewal team and included the website hyperlink in email to renew the plan.
Hello [redacted],
Your Geek Squad Protection plan expires on 12/24/2015. Renew today and keep your Laptop performing like the day you bought it. Your stuff may stop working but we never do.
Simply go to https://www-ssl.bestbuy.com/services/geeksquad/renewals?ContractId=[redacted]&Se...⇄ /> Payable by credit card only.
If you have already renewed your plan, please disregard this notice.
Questions? Please call [redacted]
Geek Squad Courtesy Team

However, the GSP plan's underwriter can no longer renew the plan since the plan has since expired and outside the time frame and restrictions from our underwriter.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Steven [redacted]
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Best Buy is factually incorrect, and we have documentation to back this up. The President of our company, whose email is on the account, has repeatedly and routinely checked her email (including junk mail) and NO correspondence regarding the renewal or needing a credit card to process the payment was received.
This is the factual history of the issue, and repeated errors on the part of Geek Squad (Best Buy):
Called Geek Squad for the 1st time on 10/21/15.
I called on 10/21/15 to purchase a renewal for 2 Protection Plans ([redacted] and [redacted]) that were slated to expire on 11/1/15. I provided a credit card and was told both plans were processed and charged $149 per computer for an additional year. Ref # for 1st call: [redacted].
Called again on 11/9/15.
We realized our company credit card was only charged to renew 1 plan ([redacted]), but NOT [redacted]. The Rep indicated that the agent processing the original request on 10/21 made a mistake, and only the plan ending in [redacted] was charged. The new Rep said they would send this to the "back office" and the plan [redacted] should be processed/charged in 5 -7 business days.
Ref # for 2nd call: [redacted].
Called again on 12/3/15.
After hearing nothing via phone or email in several weeks, I called again. The Rep indicated the issue was sent to the "back office" but that there was an error with the 2nd request as well, and they would re-submit to the "back office" and contact us in 7-10 business days to get payment via credit card. Ref # for the 3rd call: [redacted].
Called again on 12/14/15.
Again, after receiving nothing via email, I called again. The Rep confirmed the issue and indicated she was sending this again to the "back office" and escalating it as URGENT because they have to re-activate the account before the plan can be renewed. They indicated they would send an email to [redacted]@yahoo.com with further instruction in 7 business days. NO EMAIL RESPONSE WAS EVER RECEIVED.
Ref # for the 4th call: [redacted].
Called again on 1/4/16.
My assistant called on 1/4/16 and spoke to Michael S, then with Michael in billing, then with Evelyn (supervisor?) in billing. After each of them read through the notes on the account, they acknowledged the mistake was theirs. Evelyn agreed to advance this issue to the Renewal Specialist Department. The Renewal Specialist Department was to send an email to me in 5-7 days. The Ref # for the 5th call is [redacted].
The bottom line is we have made over 5 calls and spent collectively over 3.5 HOURS of our time trying to resolve this; and each time we contacted Geek Squad they acknowledged the errors were theirs and said they would follow up to get a credit card payment.
They can either resolve their error(s) and renew the protection plan [redacted] for a full year (at our expense) or we will ensure that our company, and none of our consulting clients nationwide ever purchase another thing from Best Buy, HP or Geek Squad.
Final Business Response /* (4000, 9, 2016/02/03) */
Hello Revdex.com,
We are following up on our previous response to Sara Matthews Revdex.com case.
Best Buy is unable to accommodate the customer's request as we outlined in our previous response the GSP has since expired and no longer able to be renewed.
Best Buy feels that this has been addressed appropriately and will not take further action on this issue.
Respectfully,
Steven [redacted]
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com, Thank you for your continued partnership regarding this matter.  After further research again with TRE the company we utilize for monitoring returns.  The customer has reached the allowed returns and we will not be able to make an exception.  This is our final stance on the matter. We do apologize that we are not able to assist concerning this complaint.  Best Regards, Amanda H.

I am rejecting this response because: The last time this happened they also assured me the problem was fixed. Also like the last time because of BestBuy.com not fixing the problem. I lose out on another deal and BestBuy.com will not honor the agreed upon price offered. They made the mistake and expect the consumer that did nothing wrong to pay an extra $240.00 because of THEIR  mistake. I want the agreed upon product and price that I signed up for and completed.

Dear Revdex.com, Thank you for bringing this matter to our attention. We are sorry to hear of Mr. [redacted]'s cancelled online order. Please know that we have reviewed the situation and have verified that the address information was entered in the incorrect boxes causing for the...

system not to recognize the address and subsequently cancelling the order. The customer may place the order again but sale prices and availability are not guaranteed.  Additionally, the customer will need to fill out the order properly to ensure for order to go through.  Thank you.

Dear Ms. [redacted] - We understand that this is a frustrating experience, and we apologize for the length of time that your claim has taken.   With that said, you will need to continue to work with Sedgwick to settle your property damage claim.  We are forwarding this complaint to them...

and requesting that they reach out to you with an update.  Thank you for your patience during this process.Regards, Amy C.

Initial Business Response /* (1000, 5, 2016/02/24) */
Dear Revdex.com,
We have provided the customer with an in store exchange in order to resolve the customer's issue.
Kind regards,
Best Buy

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. Our holiday return period ended on January 15th, and this item was returned to store credit on February 23rd. Since we have already made an...

exception for the customer by processing a return after the return period, we will not be returning the store credit for a refund.  At this time, Best Buy feels this matter has been fully addressed.  Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.