Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the Microsoft Surface Tablet purchase from our Burbank store (#[redacted]) 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 Surface Tablet serial # Ms. [redacted]s wished to return did not match the serial # on the purchase receipt, the return was denied However, we fully investigated the serial # on the unit Ms. [redacted]s had in their possession with Microsoft directly. Based on our investigation, we were unable to verify the serial # they received. For resolution, we have agreed to have Ms. [redacted]s bring back the Surface Tablet and our store will accommodate a return/exchange or refund. 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 Mr. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   The customer has been refunded for the dishwasher, and the Customer Service Pin for the receipt is [redacted]....

Best Buy considers the matter closed.   Regards, Kathryn S.

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/5/2017Our customer has received the items that he purchased. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Sincerely,Best Buy

Dear Revdex.com,  Thank you for forwarding the customer's response. Please know that we have sent a check to Mrs. [redacted] via UPS and have verified it was delivered on 10/242015. Best Buy considers this matter resolved nevertheless please forward any additional concerns to our office and we will respond accordingly. Thank you.

Initial Business Response /* (1000, 5, 2015/07/15) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your Geek Squad replacement plan. My name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters and your...

complaint has been forwarded to me for resolution.
I am sorry to hear about this issue and I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us make decisions for the future of our company. I will be researching this issue and seeking a suitable solution for you. I ask that you allow me 24-48 hours to research and provide you with a solution.
[redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If you need to contact me earlier than the asked allowed time, you are welcome to email me at Tyrus.[redacted]@bestbuy.com
Sincerely,
Tyrus [redacted]

Dear Revdex.com,  Thank you for bringing this matter to our attention. Please know that we have left a voice mail to the customer so we can work with hear towards an amicable solution. Please have her check her voice mail and call us back so we can assist.  Thank you,

April 6, 2016 To Whom It May Concern: Best Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claims.  They have reviewed the claim, and have made a decision based on the validity of the...

claim and the information provided.  We are sorry if the customer is dissatisfied with the resolution they have provided; however, we must adhere to their decision and cannot mediate this matter.  The customer can direct all further questions or concerns to the assigned claims representative. Sincerely, [redacted] Westerman Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order/purchase request for the [redacted] PS4 to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations. The online order that was cancelled was placed by [redacted] (BBY01-[redacted]) using the My Best Buy credit card account. We were unable to verify the account holder information in obtaining an authorization or approval for the purchase through the credit card used and can be a number of factors from verifying the name on the credit card or correct billing address for the card when online orders are placed through our website.   We recommend Mr. [redacted] place a new online order using a different credit card or contact Citi Bank who manages the My Best Buy credit card account directly at ###-###-####.        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: it does not address the issue of my time wasted, what is the company going to do for my time and aggregation?

I am rejecting this response because:
Yes, after wasting my time, stressing me out and wasting energy I did get a refund. I would like an apology from the manager of the store and clarification of the return policy and the reason for the initial denial and failure to obey the best buy return policy.

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 apologize for the inconvenience and frustration you have experienced dealing with the...

rescheduling of the delivery of your new TV.I understand the TV was in fact delivered and set up by geek squad this past Monday and that you had concerns about it having scratches (it was an open box) and that the leader in our store decided to swap the product out for a NEW in box 2016 model to be delivered and set up by geek squad next week. Thank you for your patience and again, I apologize for your experience, as we do value your business. This is Best Buy’s final position and considers this matter resolved. Sincerely,Larry S [redacted]

Dear Revdex.com,   Thank you for bringing Ms [redacted]‘s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   We have made successful contact with Ms. [redacted] and the washer washer was delivered on Saturday 4/7.  The customer...

has been in direct contact with our case manager from our warehouse and has the case manage;s direct contact information.  Best Buy considers this matter closed.   Sincerely, Scott M.

Dear Revdex.com,Thank you for giving us the opportunity to address this concern. We have been in contact with Mr. [redacted] to let him know that we have refunded the re-stocking fee. He should see the refund to his credit card in 3-5 business days.Thank youGail D.

Dear [redacted] - We have reviewed your concerns and your My Best Buy Rewards certificates that have posted to your account and are available.  There are currently 3 certificates that total $50.00.  There were two certificates that were redeemed on July 2, 2017 in the amount of $15.00. ...

Based on your purchases with Best Buy, there are no certificates that are currently pending application to your account.  We can see that you have a Best Buy Visa card.  There are specific guidelines and rules that apply regarding purchases made using that card.  Purchases made outside of Best Buy do not accrue as many points are purchases made at Best Buy.  Please familiarize yourself with those terms by visiting BestBuy.com.   Here is a link with additional information:  https://www.bestbuy.com/site/misc/financing-rewards/pcmcat[redacted]032.c?id=pcm...⇄ do not see that you are due any additional certificates at this time.  We have a dedicated line set up for Elite Plus My Best Buy members.  If you have questions or concerns, you can call ###-###-#### and speak with a Loyalty Specialist regarding your My Best Buy account.  Thank you for bringing this matter to our attention.Regards, Amy C.

I am rejecting this response because:There offer was what should have been offered 2 weeks ago, I have over draft protection with my bank so there were no overdraft fees, but I was without any source of income over the weekend due to there canceling of order and refund without contacting me before hand, as far as I'm cocearned I don't want to purchase a washer from them anymore, I'd settle for a gift card but not interested in buying an appliance from them at this time atleast.

I am rejecting this response because: Yes the information may be in paper but salespeople are given thw consumwr false information prior to purchasing the agreement. The new repair company has been in contact with me but after our conversation it was determined that they did not need to come see the tv. They said they need to order another board for my tv. This will be the second board installed in this tv since my purchase. The repair company was unaware of rhe issue with the tv. If I had not called them to discuss the issue with the tv it would have been a wasted trip for them. And another waste of my time due to nothing would have been accomplished in fixing the tv. So I  waiting for them to receive the board so we can setup a date/time for them to install it.  And there was no mention in the response on how I was given an appointment date and time but no one was on record to come to my house. Consumers have to leave work to meet these repairmen but it is as if our time is not important. I had to contact Geek Squad to find out any type of information about a repairman coming to the house. By the time I found out I had already wasted my time and lost money for nothing. It seems like there should be practices in place to prevent this lack of communication. But from what my take of what I was told is it is up to me to contact them so they can look into why no one was there. I was told by the escalation dept that they have 48 hours for me to be contacted pretty much but it was well over 48 hours. And I had to initiate the contact. Geek Squad personnel was not doing anything to my knowledge to get someone to my house after an appointment had already been given to me.

Initial Business Response /* (1000, 6, 2015/08/11) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with a Best Buy Co., Inc. store. My name is Tyrus [redacted] with the Executive Resolution Team at Best Buy...

Corporate Headquarters.
I am sorry to hear about this issue and I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us make decisions for the future of our company. I would like to take this time to explain our price match policy when it comes to products on Amazon. We most certainly price match any of our competitors however in the case of Amazon the product must be sold and shipped through Amazon and not a third party. That does not excuse the deplorable behavior that you have explained and if you could reply to my email and let me know which store you called I assure you that your concerns will be addressed.
Mr. [redacted], I apologize for your experience, as we value your business and to show that we do I will be happy to honor the price match for you by either reimbursing you the amount spent or placing and order for you at a discounted price. Please let me know what you would like to do.
Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, I meant to put in $100.00, not $300.00. But, I still have not received anything from Best Buy as of yet and it has been 5 weeks. I have made inquiries about when these things should arrive and I have gotten no response. Even in their response to the Revdex.com, it is not stated as to when I will receive these 2 items and I would like to know when. Today? Next Week? a month from now or what? I have received no information from Best Buy in 36 days.
Final Business Response /* (4000, 20, 2015/09/17) */
I have requested the check for 40.00 again and the gift card for 100.00 is being processed at this moment. Please allow up to 15 days to receive in the mail.

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 very much for facilitating this! [redacted]

I am rejecting this response because:Best Buy continues to say that the computer was not returned within the 15-day return period, however the malfunction occurred outside of the 15-days but within a month of the purchase.  This is a hardware issue that should not occur with a brand new computer and the offer to send it back to the manufacturer leaves me without the ability to work.  I would like Best Buy to exchange the computer for a fully functioning new computer (which is what I thought I was receiving when I purchased the computer) and Best Buy can then deal with the manufacturer regarding the faulty computer.  Best Buy is making this my problem and causing a hardship for me, the customer.  I would think that they would try to satisfy their customers and the contract they create when a purchase is made. Because this purchase was an open box item, I believe that Best Buy did not exercise their required due diligence to confirm that the machine was working properly and selling it to a consumer as a fully functioning new machine was deceptive and has caused me to expend way too much time and energy dealing with trying to get this remedied.I will not drop this complaint until Best Buy agrees to replace my computer with one that works properly. I am happy to make this exchange as soon as Best Buy is in agreement and then we can consider this matter resolved.Thank you!

Dear Revdex.com:Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position.Unfortunately, bundles that contain hardware do not qualify for the gamer's club unlocked 20% discount on software. Thank you again for bringing this matter to our attention. Please let us know if there is any additional information required. Best,Cassie E. Exec Res Sr