Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing the customer's [redacted] washer/dryer delivery concerns to our attention. The customer has been contacted regarding her concerns and updated on the delivery date. Delivery was completed on 2/4/17. Sincerely,Dean [redacted]Executive Resolution Specialist###-###-####

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the ** fridge water and ice dispenser repair request 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 fridge requires repair service so soon after the purchase. If customers require a repair outside the 15-day return policy, they have the option of contacting the manufacturer directly or our Geek Squad for diagnostic and repair under the manufacturers’ warranty. To schedule repair service, Mr. [redacted] can contact ** at ###-###-#### or by scheduling service online at the following hyperlink from their website: http://www.geappliances.com/ge/service-and-support/phone-numbers.htm Geek Squad can be contacted at ###-###-####.     Thank you again for making Best Buy aware of this situation. Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Dear Revdex.com, Thank you for bringing this to our attention. Our York, PA store's management has contacted the customer and was informed an update was completed on the [redacted] Gear S3 Smartwatch which corrected the issues the customer was experiencing.Thank you,Dean [redacted]Executive Resolution...

Specialist###-###-####

Dear Revdex.com, Thank you for bringing Ms. [redacted]'s concern to our attention. It does appear there was a failed authorization attempt on her purchase and a coupon was used. When the purchased was authorized again the coupon code was erased and the customer was indeed mischarged $106.00. We apologize...

for this and have applied a refund of the $106.00.  We have attempted to reach the customer and have left a voicemail for her. Thank you,Best Buy

Dear Revdex.com,The price match requested by the customer cannot be verified.  The WalMart price for this item as of 1/23/2017 is $245.19.Best Buy denies this request.  Best Buy Considers this matter resolved.Thank you.

Dear Revdex.com,Thank you for sending this for review. I have called the customer twice and have not been able to get ahold of him. If he could please call me directly at the phone number left in his voicemail I would be more than happy to assist him on his complaint.Thank you,Karla [redacted]

Dear Revdex.com - Our review of receipts for the past year shows that the customer was warned as recently as April 25, 2016 when returning an Asus router.  We are closing our review of the customer's concerns.Regards,Amy

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the Samsung TV purchased from our online store and delivered on December 1, 2017 to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and...

disappointed we did not meet their expectations. The return policy posted on our website for our customers on online orders is 15-days from the date the product is received. While we apologize if Mr. [redacted] received any misinformation regarding a 90-day return policy, our policies can be found at the following website hyperlink for clarification:   https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat[redacted]...⇄   Additionally, Best Buy is unable to substantiate Mr. [redacted]’s allegation of the TV being received damaged at the time of delivery and any items received damage would need to be reported within the 15-day return period for an exchange, return or refund. With the TV being outside the return period, we would be unable to accommodate Mr. [redacted]’s return, replacement or refund request.   Mr. [redacted] can contact Samsung directly at ###-###-#### for diagnostic service on the internal crack they described under the manufacturer’s warranty for repair or replacement they provide.   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:The drone Best Buy sold to me was already damaged and they won't own up to it. I did all my research and the box should've been sealed from the factory with factory tape.

Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.When purchasing a phone with a contract through Best Buy each out our customer is provided a copy of the contract they have with their carrier. This contract outlines all possible fees and...

charges. We also provided you with a receipt that breaks down Best Buy's return and exchange policy. This information is also available at each register and online. Best Buy has 14 days under which was can cancel or update a customer's contract with a cell phone carrier. After that point, the carrier will impose fees that are entirely outside of Best Buy's control. Any changes to your contract after 14 days must be made through your carrier, as they hold the contract for your phones. Unfortunately, there is responsibility on the part of the customer to make Best Buy aware of any changes to their account prior to the expiration of the return and exchange period. Additionally, we have been unable to substantiate that you ere told that your monthly bill would not increase. For these reasons, Best Buy is unable to process any changes to your account, nor are we able to compensate you for the differenceI apologize for your disappointment, as we value your business.Thank you for making Best Buy aware of this concern.Kindest regards,Cassie E. Exec Res Sr

Dear Revdex.com, I forwarded the information to our dedicated team that works specifically with escalated appliance delivery and installation issues. I will follow up as soon as I hear back from them regarding this matter.  Sincerely,  Dan S. Best Buy Executive Resolution Team

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.  Thank you to Best Buy for working with me.  I wish it didn't take getting the Revdex.com to achieve this resolution, but I do appreciate it getting resolved.

Dear Revdex.com,Thank you for providing the additional communication from the customer regarding this matter.  Certainly, we understand the customer's frustration with a challenging experience.  The customer has a two options when seeking replacement of the device under warranty protection.  If the device is eligible, the manufacturer may replace it.  Information regarding obtaining manufacturer warranty service for Samsung can be found here http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0002110&p...⇄ The customer can also explore the option of Geek Squad Express replacement service.  For service under a Geek Squad Protection plan, the customer can go through Geek Squad Express Replacement by visiting the following web site: https://www-ssl.bestbuy.com/usw/adex/home Per the terms and conditions, cell phones purchased on or after September 1, 2013 may be subject to an additional service fee.  Best Buy cannot provide resolution offers outside of what may be offered by the warranty protections.Thank you,David M.

I am rejecting this response because:
Due to your disorganization, I am being charged quite a bill for something that I did not keep. You could instead own up to this mistake. You are leaving me no other options that to either pay this bill which I do not owe or to take you to small claims court for this bill, any late fees and the time I have spent trying to get this resolved. Additionally, I will be sharing my experiences on social media which will cost you many times over returning the money that is owed to me. Please email today if you would like to reconsider your position on this.

Revdex.com,Again, I have refunded the customer. They can disregard the letter. Thank you.  Regards, Sarah L.

Peggy, with all do respect to Mr. [redacted], he chose to take his Jeep to [redacted] for this repair based on our professional opinion.  His decision to take his Jeep to [redacted] was based on the estimated price of potential repairs alone.  If we inspected the transmission (like [redacted] should have), we would have realized that there was nothing wrong with it, put it back together and charged him nothing.  He chose to take it somewhere else and now he is asking us to pay for it.  We feel that this is an unreasonable request. Why did [redacted] not diagnose the transmission and realize that it didn't have anything wrong?  Why did they continue to tear down and rebuild the transmission if it showed no signs of needing repaired?  We are willing to accept responsibility for for our mistake, but I am not going to pay for [redacted] repair that didn't need to be done in the first place.  Mr. [redacted] even stated in his response letter that "There was nothing wrong with the transmission when it was rebuilt and it was only rebuilt because of the diagnosis given to me by O'Brien's Service Department."  If there was nothing wrong with it, why did they rebuild it?  In the name of customer service and good will, our 20% discount on the differential repair still stands in the amount of $469.04.  Thank you!! Brian [redacted]

I am rejecting this response because:Misleading a customer to sign up for a credit card under false pretenses is not fixed by offering a [redacted] gift card to you store that will never patronize again.  It really makes no sense that Best Buy would take the product back in their inventory (all of which has been out of the box) to now offer to other customers for a discount as an open box item.

Initial Business Response /* (1000, 7, 2015/11/04) */
Dear Revdex.com,
Shipping label returns for mobile phone are processed this to ensure that the carrier's phone is returned properly.
Best Buy mirrors the processes used but the phone carriers.
We apologize for any inconvenience or frustrations...

that this process may have caused.
Kind regards,
Ash E
Initial Consumer Rebuttal /* (3000, 9, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to AT&T it would not take that long to release the upgrade availability. Once the package arrived at their facility in Texas, it would be scanned in and a note would go into that account that the upgrade availability was restored. I put the return label supplied by Best Buy with their bar-code on it. When that box arrived that bar code should have been scanned and I am sure it was related to that particular shipment. It should not take 5-7 days, and in this case even more to respond back to AT&T that the phone was returned. With bar-codes and computerization today there is no excuse for this lengthy of a process. I am sorry that is totally unacceptable and NOT the way AT&T advised me they would do it. With a barely working phone, that left my daughter without a fully functioning phone for over 11 days from the time it was logged in to the Best Buy warehouse. She could not go and get a replacement at AT&T because Best Buy had the "upgrade" locked due to their internal process of checking the phone in. This is bad practice, it is not servicing the customer well and This entire experience has soured my thoughts towards Best Buy as a corporation. I am not looking for any money or store credit I am just trying to explain a process with returning a wireless phone. This process is unacceptable and people need to know about it. They can try and justify it any way they think, like they have "Best Buy mirrors the processes used but the phone carriers." but this is not true and people need to know about it.

Dear Revdex.com,Best Buy has verified that the order has been cancelled and the customer was refunded appropriately. We would like to apologize for the frustration and inconvenience that this situation may have caused. Kind regards, Ash

July 19, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed Mr. [redacted]’s concerns that were forwarded to your office as I contacted Mr. [redacted] via phone this afternoon and addressed the matter.  Additionally, I had a points adjustment completed to his...

My Best Buy account for the price match 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