Best Buy Stores, LP - US Headquarters

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. im awaiting the gift card. It took several months for Best Buy to accept the return and send the label. Finally it appears to be resolved.  Thank you for all of your great assistance

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused. Our records indicate the store was able to place a new order for the customer that has since been given to the customer, and she has been provided a gift...

card as a customer service gesture.  At this time, Best Buy feels this issue has been fully addressed. Sincerely,Kelsey F. Executive Resolution SpecialistBest Buy Co., Inc.

August 9, 2017     To Whom It May Concern:   In order for Best Buy to respond accordingly to this matter or investigate [redacted]’s concerns we would ask that the [redacted] supply documentation from [redacted] explaining the nature of the denial of service.  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  ###-###-####Fax  [redacted]

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence has been given to our Executive Resolution Team for proper review.  At this time we are showing the order has since been cancelled and a new order has been placed for the customer at the...

agreed price.  Best Buy considers this matter closed. Best Regards,

I am rejecting this response because:
I haven't received any updates in regards to my case and still waiting for a phone call or email regarding my refund. This has been a nightmare and I just want it to end

Dear Revdex.com: This matter was resolved. Mr. [redacted] escalated through our Customer Relations channel, whom partnered with the General Manager of the store. The customer was approved for a replacement per his Geek Squad Protection plan and planned to visit the store on 5/26/16. Thank you!

Wednesday, July 26, 2017 3:57 PM To: '[redacted]@me.com' Subject: Best Buy Revdex.com Complaint   Hello Mr. [redacted],   Thank you for your time on the phone earlier. I am glad that you received the refund for the gift card and antivirus software on 6/14/17.  ...

As we discussed, I will be sending you a $** Best Buy gift card as a gesture for the experience. You should expect it to arrive in the mail within 2-3 weeks.   Please feel free to contact me if you need any additional assistance. Sincerely,   Dan [redacted] Senior Specialist | Executive Resolution Team

Initial Business Response /* (1000, 5, 2015/07/31) */
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.
I was unable to locate the purchase details based on the customer's...

information. Please provide the receipt information or purchase order number details so I can further research the issue.
Regards,
Kathryn S.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the HP laptop purchase from our online store to our attention.   We called and connected with Ms. [redacted] and they confirmed the refund on the HP computer was processed and received by a...

local BB store. In addition, we will be sending a $** Best Buy gift card as a customer service gesture. Ms. [redacted] accepted the gift card 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, I contacted Ms. [redacted] and left a voicemail, I am currently partnering with leadership from the Kannapolis store to work towards a resolution. I was also made aware that a member of leadership from the store reached out to her to discuss this further.  Thank you, Dan...

S. Best Buy Executive Resolution Team

Dear Revdex.com, This insurance claim is being handled by a third party company, Sedgwick. I have been in contact with Sedgwick, who explained that this claim involves damages caused by a defective [redacted] dishwasher. As such, this claim was transferred from Sedgwick to to [redacted] on...

11/02/16, after their investigation revealed that this was a product defect claim.   Mr, [redacted]'s claims adjuster at Sedgwick has contacted [redacted] and requested a status update on his claim, and  will continue to follow up until there is resolution for Mr. [redacted]. If you need further information, please let me know. Best, Cassie E Exec Res Sr

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attention. Best Buy has reached out to the consumer and investigated their claim. Unfortunately we are unable to honor the promotion in question since the laptops did not meet the criteria for trade in. Since we could not accept the...

trade ins, we cannot provide the promotional gift cards that require qualified trade ins. Please reach out to us with further questions. Best Buy considers this matter concluded. Thank you for your assistance. Sincerely,Alex S.

Dear Revdex.com,The Customers concerns have been resolved.The Geek Squad Protection Plan has been reinstated and her account has been updated.If there are any questions, problems or concerns, please feel free to contact us.  Warmest Regards, Best Buy

Dear Revdex.com,Thank you for sending this for review. I have called the customer to get the information needed to resolve this and have reached out to the General Manager and District Manager at that store. The General Manager will be working with his Sprint rep today to get this resolved and will also...

follow up with the customer to let her know it has been taken care of. This has been documented under case # [redacted].Best regards,Karla [redacted]

I was contacted by Matthew, who closes out escalation issues. He discovered that Ashley, who was assigned to handle my refund of the original order, had not refunded my total amount that was charged to my debit card, and she did not initiate the refund of the amount charged to my Best Buy credit card. Aside from Ashley's total disregard for customer care and complete incompetence, Matthew was a blessing and bright light at the end of the tunnel. He immediately took ownership of situation and apologized for all that had gone wrong. Also he refunded the additional $88 dollars that Ashley had shorted me on my debit card, and finally refunded the other $600 back to my Best Buy credit card. His care and work ethic made me want to place my order again with him, and give Best Buy another chance to make things right. So I asked him to redo the order, to which he was able to provide a $100 discount.  On the delivery date, I received a call from Randy the deliveryperson. He was extremely nice and understanding of the level of detail and care to which this situation demanded. When he arrived he and his partner Delan were very personable, considerate, and dedicated to getting the job done correctly and without hiccups. They toom their time and installed my washer and dryer the right way. Randy even went the extra mile by reconnecting my dryer door to swing in the opposite direction so as not to hit my washing machine when opening. I also received an additional call from [redacted] S., who also offered to send an additional $100 Best Buy gift card to use on a future purchase.   I am extremely happy and satisfied with the way Matthew, Randy, Delan, and [redacted] handled this second effort for Best Buy. They have restored my confidence in you organization, and I recommened that they all be rewarded, compensated, and commended for doing so. I also recommend that Ashley either receives additional client care training immediately, or be immediately let go.

Dear Revdex.com, Thank you for contacting us regarding this matter.  Best Buy reviewed the complaint presented by the customer.  The store where the purchase was made was contacted regarding the matter.  Store personnel contacted the customer and offered a resolution to the situation. ...

The customer agreed to the resolution.  Best Buy considers the matter closed. Thank you,

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 are very sorry to hear about the described difficulties experienced with the phone the...

customer purchased.  The phone listed on the receipt is a universal IPhone, meaning it is not linked to a carrier at the time of purchase.  The phone needs to be unlocked by the carrier it is locked to not the vendor.  In our return exchange policy the customer has 14 days from the time of purchase to return or exchange their purchase if it is not going to work for their needs.  We sincerely apologize about the experience but Best Buy is unable to offer further support on this matter. Best Regards, Amanda

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the ** TV repair or replacement request to our attention. When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad...

Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy – and available on our website too.  The GSP T&C states the following under “Exclusions to Coverage:” a. extreme environment (including extreme temperature or humidity), external condensation, mold, immersion/submersion in liquid (e.g., pool, bathtub), lightning, fire, flood, insect infestation, rodents, war, terrorism, computer software related failures, Acts of God or other external causes, or use not as the manufacturer intended, as stated in your manufacturers warranty; k. If the use of the Covered Product is not consistent with either its design or the way the manufacturer intended it to be used, e.g., humidity damage on TVs not designed for outdoor use; The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarification. Mr. [redacted] states our Geek Squad did not mount their TV and when out to their home on 5/9/16 (work order #31999168), the Geek Squad agent noted the following: “TV is mounted over 12ft high on the back porch in an open area. Exposed to open elements and that voids the GSP. I can see traces of the rain drops on the screen.” The ** owner’s manual can be found at the following hyper[redacted] and includes information on how to mount and to avoid TV being exposed to rain or moisture: http://www.lg.com/us/support-product/lg-50LB5900 We apologize if there was any miscommunication between Mr. [redacted] and the St. Louis store (#[redacted]) employee with whom they dealt. While there is no way for the corporate office to determine what was specified between Mr. [redacted] and the sales associate involved regarding the GSP coverage benefits at the time of the sale, we do appreciate being made aware of this particular experience.  Based on the T&C of the GSP plan and ** warnings they note in their owner’s manual, we would be unable to accommodate Mr. [redacted]’s repair or replacement request under the GSP plan. Mr. [redacted] has the option of returning to the store and requesting a prorated refund for the remainder of his GSP.     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 sending this for review. I have called the customer and was given the information that he is unable until next week. I emailed customer my contact information and let him know I will be handling his case and advised him to call me when he gets the chance. I have already...

started looking into his order and currently partnering with our partners to see we are able to resend him the code. I will be providing this information to the customer once he contacts me.Thank you,Karla B.

Dear Revdex.com, Thank you for bringing this matter to our attention.After reviewing Mr. [redacted]'s past cases, I found that on 11/26/2016 Mr. [redacted] called and spoke to agent MariaTeresa, who explained that he need only reship the product back with the label that was sent to his email address to...

receive a refund.In order to receive a refund, Mr. [redacted] must utilize this shipping label The email address it was sent to was [redacted]@outlook.com. Thank you again for bring this matter to our attention. If you or Mr. [redacted] have any questions, please let us know. Best,Cassie E Exec Res Sr