Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for sending this on for our review and assessment. I have reviewed this product details and specs, as well as images. I have consulted with two different Geek Squad experts. The client's description of their laptop matches the stock photos (see attachment). Best Buy cannot...

substantiate any of this customer's claims. Furthermore, the back casing plates are not interchangeable and cannot be affixed to just any laptop. The interior parts and the motherboard contain the inner workings of these USB ports, the case just has cutouts to match them. We gave him back the very same computer he brought in for software service. Best Buy closes this matter firmly and will not be issuing a replacement or a refund.

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentions.  Correspondence has been brought to the Executive Resolution Team for proper review.  At this time we have sent the customer a gift card for the merchandise valued at $200.00.  We did not receive...

communication from the store so we will step in and replace the product with a gift card.  Please allow the gift card 1-2 weeks to arrive at the above address via mail. Best Regards,

Dear Mr. [redacted],We are sorry to hear about the difficult experience you had trying to order a laptop from our website. We appreciate the honest feedback about both the order process and the customer service lines. As we have discussed, we are pleased to see that you were able to place the order and...

we were happy correct our mistake with the price difference. We hope that this will resolve this issue, but if not please feel free to reach back out to me. Again, we are very appreciative of your business and your patience as we resolved this issue.  Best Buy considers this matter concluded. Sincerely,Alex S.

December 16, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as our office has already addressed this matter via an email communication received from the customer. The customer was refunded and...

received a customer service gesture.  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 ###-###-#### Direct ###-###-#### Fax [redacted] Ideation, Context, Maxmizer, Activator, Communication

Dear Revdex.com,Thank you giving us the opportunity to address our customers concerns. On 12/19/2016 we refunded the customer the full purchase price. This refund will be applied to the credit card used in the original puchase. It could take 3 to 5 business days for the customer to see this on their credit card statement. Best Buy feels we have fully addressed this concern. Thank you Gail D.Best Buy

Dear Ms. [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 to hear about the problems you have experienced with the Video Doorbell and I...

apologize for the inconvenience and frustration the matter has caused you.   I am very pleased that our General Manager at our Irvine Ca. store was able to reach out to you and make arrangements for you to return the Ring Door Bell.  I understand that the he is going to set you up with a new Ring as well as a new TV that you have been shopping for.   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, 5, 2015/11/24) */
Dear Revdex.com,
Thank you for bringing this to our attention. To ensure we remain competitive with both retail stores and online business, Best Buy has chosen to match prices with both retail and online competitors, including Amazon.com, if they...

are offering a lower price at the time you make your purchase. We also will price match Best Buy stores and BestBuy.com within 15 days of your purchase to make sure you get the best possible price. At this point the return period has exhausted and we are not able to do the price match or allow a return for a later purchase.
Below is the link to the return and exchange / price match policy.
http://www.bestbuy.com/site/payment-pricing/price-match-guarantee/pcmcat29730005...⇄ /> Thank you,

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!

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 the products installed did not meet the quality nor benefits described at the time of purchase.  Even after a consultant came out to fix the stated issues regarding sound and picture, the overall issues could not be fixed which is why a return of materials was pursued.  Yes, the products were installed, but why should a customer have to pay for installation of products that didn't meet the standards stated by BestBuy.  Their logic is like saying you pay to have a car shipped that was sold as having 35 MPG capability, but after driving it, only reach 25 MPG.  Why would I pay for the shipping costs for a product that doesn't meet standards stated by the vendor.  Installation costs ~ 9% of the total cost of the purchase.  I do not accept this response by Best Buy.

Dear Revdex.com,   Thank you for bringing Mrs. [redacted]'s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   We have spoken to Mrs. [redacted] directly and found a solution acceptable.  Best Buy considers this matter closed....

  Sincerely,  Scott M.

Dear Revdex.com,Thank you for sending this for review. I have spoken to the customer as well as partnered with the store mobile manager Jared and the [redacted] rep Andy that this promotion was solely [redacted] therefore any issues regarding the VR headset after placing the pre-order with us is to contact...

1-800-[redacted]. Unfortunately we Best Buy will not be providing the headsets or credits to those who were denied because the proper process is to communicate with them directly. I am extremely sorry for the miscommunication however we still do not have any control over why he was denied. I have documented the complaint under case number [redacted]. The customer does have my contact information in case he needs to speak to me directly.Thank you,Best Buy

Dear Revdex.com,   As previously noted, this product listing shows the correct items that are included with the purchase, and it does not show games nor Pokeballs. (http://www.bestbuy.com/site/nintendo-new-3ds-xl-solgaleo-lunala-black-edition/5...⇄  The customer may return the product during the return and exchange period for a refund.   Regards, Kathryn S.

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s service fee refund 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.  Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C. A service fee of $199.99 is charged for every customer claim under the Geek Squad Protection (GSP) plan. This information is printed on the front of Ms. [redacted]’s purchase receipt which they received on 12/16/2014 and states the following: For each claim, your Geek Squad Protection(GSP) Service Fee will be $199.99. Youhave purchased a month to month plan, whichwill automatically renew until canceled.Your credit card will be charged on amonthly basis for the plan identified onthis receipt. Call 1-800-Geek-Squad([redacted]) to cancel this plan. See Terms &Conditions for complete details. For a full copy of the terms and conditions for the warranty please visit: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarification. While we are pleased to see Ms. [redacted] received the replacement phone under the GSP plan coverage benefits, we would be unable to accommodate their service fee refund request. 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's the definition of false advertising.  When you have something offered for a price, and then when someone buys or trys to buy that item, gives you their money, and are expecting it to be delivered, and you then cancel the order, that's false advertising.  Your response does not come close to giving me satisfaction in regards to this error on your part including the canceled order.

Dear Revdex.com - We have requested that  Poughkeepsie, NY Best Buy management team to partner with this customer regarding her cell phone fees.  They have responded that they have reached out to the customer with offers to resolve her cell phone issues.  We are closing our investigation of...

this matter.Regards,Amy

Dear Ms. [redacted], We are sorry to hear that you have had such a poor experience in the delivery of your refrigerator.   I can see that you have been promised a $[redacted] gift card by the Delivery Distribution Center.  That gift card will be sent to you from that group, and I will follow...

up with them to ensure that they make good on that offer.  It may take up to 3 weeks to receive it, but there are notes that it was offered in our system.  I have gone into your online order and processed a credit in the amount of $149.99.  You should see that refund reflected immediately on your credit card statement.  Again, please accept my apology on behalf of Best Buy for your negative delivery experience.  We value your patronage and appreciate you bringing this issue to our attention.  Regards, Amy

Initial Business Response /* (1000, 10, 2015/09/10) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the online order and coupon request to our attention.
Best Buy deeply apologizes for any frustration this situation may have caused and...

disappointed we did not meet their expectations. We will be sending a $5 check to customer from our corporate office. The check should be received in 7 to 10 business days.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/12/31) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The product in question is a [redacted] Video Drone. The model number is [redacted] with a SKU of [redacted]. The customer made a return without a receipt or any additional information...

regarding the purchase. The customer indicated this item was a gift and does not have a valid receipt or gift receipt. As a result, the customer was offered a gift card in the amount of $59.99, which is the lowest price the item has been sold for within the last 30 days. If the customer could have provided additional information such as the purchaser's name, phone number associated with the purchase, date of purchase, store location of purchase, or payment method, there could have been a different resolution. However, without any further proof of purchase, there is nothing further Best Buy can to resolve this issue. Best Buy considers the matter closed.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get my full refund & taxes