Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for sending this for review. I have called the customer and he has confirmed this has been taken care of. I provided the customer my contact information in case he has any further issues.Thank you,Karla [redacted]

I am rejecting this response because:
This charge was put on my best buy credit card. The card is a with best buy. They are the issues of the credit card.

Hello Ms [redacted], Thank you for contacting Best Buy through the office of the Revdex.com about your recent scanner purchase. my name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the confusion surrounding which...

software was meant to have come with your scanner, 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.After looking into it, it does seem that the manufacturer did used to include Photoshop Elements, but at some point stopped.  While the information on our website has been corrected, I can see how frustrating it must have been for you to attempt to correct this issue. I have shipped a copy of Photoshop Elements to the address that you've provided. the order number for this shipment is BBY01-[redacted]Again, I apologize for your experience, as we value your business.Cassie E. Executive Resolution Sr

Dear Revdex.com,  Thank you for forwarding Ms. [redacted]'s response. Please know that our teams have contacted Ms. [redacted] and have addressed her concerns. Additionally we have forwarded her damage claim to the proper party for follow-up.  Thank you.

Dear Revdex.com, I have reissued the $50 in certificates again due to the circumstances. They should be available within the next 72 hours. Thank you, Dan S.Best Buy

03/28/2018To whom it may concern,Best Buy remains of the position that this would not be eligible for return or exchange as it is outside of the return window for this purchase.  Furthermore, we understand Apple is able to provide customers with information about when the product version was initially released, however this is not indicative of when the individual unit was manufactured.  Additionally, as this product is still in production and available for purchase, and covered by support from the manufacturer, it would not at this time be considered obsolete.  Should the customer have documentation that the device was produced in 2015 we would be happy to revisit this matter.  However, at this time our position remains unchanged and we consider this matter closed.

Initial Business Response /* (1000, 5, 2015/11/25) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulty you experienced with the refund of your recent purchase, I am Larry S with the Executive Resolution Team at Best Buy Corporate...

Headquarters.
I am sorry to hear about the problem you had trying to get this issue resolved 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.
Per our telephone conversation on 11/25 you have accepted a gift card as a resolution to this concern. It will take 2 to 3 weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it.
Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved.
Best regards,
Larry S

I am rejecting this response because:

Dear Revdex.com: Mrs [redacted] has a case open already with my colleague Dean. I will reach out to him and one of us will engage the customer for an update and to bring this matter to a close. Thank you!

Dear [redacted] - We have reviewed the concerns you raise regarding your purchase of an Open Box computer through E-Bay.  Unfortunately, your laptop is outside of the return/exchange window.  Additionally, as you did not purchase a Geek Squad Protection Plan, Best Buy is unable to...

offer to repair your computer free-of-charge. The computer should be covered under the manufacturer's warranty.  Here is a link to Samsung's warranty page for the unit that you purchased. http://www.samsung.com/us/support/service/warranty/NP740U5L-Y03USWe appreciate you taking the time to notify us of your concerns and recommend that you contact Samsung for assistance under their warranty.Regards, Amy C.

Dear Revdex.com,Thank you for bring Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience or frustration caused to the customer.Upon looking at the purchase, we see the television was purchased on December 02, 2015. Our return and exchange period lasts 15 days after purchase normally,...

and because the television was purchased during holiday, the customer had a longer opportunity to return it. Additionally, we allow customers 3 days after arrival of the purchase to bring damaged or cracked screens to our attention. Because this television is now four months outside of purchase, we are unable to process a return or refund of any kind. The customer can certainly look into repairing the product, but should be advised that any repair for damage on the product is not covered by warranty. At this time, Best Buy considers this matter closed.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

I am rejecting this response because:
The response I got is very disappointing.As I stated, the product shows repeatable evidence of its defect, which will NOT happen with normal use. Since it is a defected product and I bought it directly from Best Buy, I should be able to return this product.I cannot believe how the "one year is calculated". It is not the date I submitted the complaint when the problem with the macbook happened. As I said, this is not a defect that can ruin the macbook in a short time. It pose potential danger to the machine's life and function. And it is not very easy to detect. It is after my comparison with many of my friends' same product when I confirm it is the machine's problem. I did not buy the macbook from an Apple store and there is not an Apple store near me. Best Buy (the seller) should be the one that if they think it is Apple's responsibility.Best Buy (the seller) should show the right attitude as large company. Can "one year" be an excuse of rejecting to address a defected product problem?

Dear Revdex.com and Ammon,Thank you for bringing your concern to our attention.I was able to pull up the previous return in the TRE system. It does show that your warning has been removed already.  You will be able to process at least one more return. At that point a new warning may be place on your...

account but the bundle you were concerned with, will be able to be returned.Please let us know if you have any other questions.Thank you,Best Buy

Complaint: [redacted]
I am rejecting this response because:Will wait the 5 days to see if it actually gets refunded. As I was told the same thing at least 3 other times over the past few months, and nothing showed up.
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for forwarding your concerns in our Grand Junction location while trying to purchase a television through the Revdex.com. We apologize for any inconvenience this may have caused you. All of our products are categorized by a specific SKU number...

that ultimately determines the price point for a product, and often times, the prices are created with stipulations put in place by our vendors. Occasionally, some price tags are incorrectly placed on a product that they do not correspond to, and we do not have a way to substantiate that this was done by a Best Buy employee, as it very well could have been moved by another customer.  The price on the 65" television you saw was actually for the 55" model next to it. Therefore, we will not be honoring the price you saw, as it was not the price of the television.  At this time, Best Buy feels this matter has been fully addressed. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.

The coverage under this Plan is effective beginning on the date of purchase or on the date the original product was delivered to the customer and expires two years from this...

effective date. In this case, the Plan started on the delivery date of 12/01/2013. This Plan is inclusive of your product's manufacturer's warranty; it does not replace your product's manufacturer's warranty, but it does provide certain additional benefits as listed within this Plan during the term of the manufacturer's warranty.
We have confirmed that the Geek Squad Protection Plan that the customer purchased was completed in full on 01/01/2016.
For more information on the Geek Squad Protection Plan Terms and Conditions and the beginning date of coverage, please follow the link below.
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it ran concurrent with the mfr warranty, I SHOULD have been told that at the time of purchase because then I wouldn't have WASTED the money purchasing the extended plan, which was/is basically a useless purchase and just another way for Best Buy to mislead people and get them to spend more money on something th at they really don't need. In my opinion this is no way to do business, I think that you should be HONEST with consumers. Also to not want to do something to make this right (especially for something that clearly was mot of my own doing) for a loyal customer is shameful and just proves that they in fact DID mislead me when I purchased the extended plan. Again I will never shop at a Best Buy ever again because of their DISHONEST, MISLEADING "business" practices and will tell everyone I know to not shop there anymore as well. I will also be contacting my local television stations consume protection people to let them know about this as well so that someone else doesn't get taken advantage of and spend money that they really don't need to because Best Buy just cares taking people's money rather than providing a legitimate service that you paid good money for. I still expect them to step up and do the right thing.
Final Business Response /* (4000, 9, 2016/01/22) */
Dear Revdex.com,
We are sorry that the customer feels that they were not told at the time of purchase about the terms and conditions of the Geek Squad Protection Plan. The customer's purchase was made online and accepted the terms and conditions upon purchase.
With that being said, we have processed an exception refund for the Geek Squad Protection in the amount of $73.91($69.99 + $3.92 Tax).
The customer will receive the credit within 3-5 business days and we now consider this case closed and will take no further action.
Thank you,

Initial Business Response /* (1000, 5, 2015/08/18) */
Dear Revdex.com,
Thank you for bringing Dr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
I have requested return labels be sent via email to the email address on the...

orders. Once the packages have been returned and contents verified, a refund will be processed back to the original form of payment.
Regards,
Kathryn
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much for your response. I have received the return labels for the online orders.
What should I do with the in-store order? I had bought a $250 Gift Card in-store (receipt attached). The manager of the store has refused multiple times to take it back and refund me.
Thank you
Bests
[redacted] MD
Final Business Response /* (4000, 9, 2015/08/28) */
Dear Revdex.com,
Our store in Coralville, IA has offered to accept the return of the gift card purchased on 8/3/15 provided the entire balance is there. The customer provided me with the gift card number and it has been locked and cannot be used. The store will accept the return for a refund until Wednesday, 9/2/15, and the end of business. If the return has not been processed by that time, the gift card will be unlocked and we will not accept the return. The customer must visit the store on [redacted], and cannot visit another Best Buy location.
Regards,
Kathryn S.

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution. Warmest Regards, Best Buy

Initial Business Response /* (1000, 5, 2015/08/24) */
Hello; my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.
Regarding your television; Prior to your leaving the store with your product it was checked by store employees to make certain that it...

did not have any damage, as it was an open box unit. You were advised not to attempt to self delivery the TV, as it was determined that your car was too small to safely carry the unit, and warned at this stage that we would not be able to accept return of the unit should it acquire damage during transport.
As such, we will be unable to provide a refund or n exchange for the Tv.
I apologize for your disappointment, as we truly value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Cassie E.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/25) */
[redacted]Document Attached[redacted]
This Television was not turned on infront of me prior to leaving the store, as a matter of fact the employee told me I was getting a great deal since the box has never been opened and this is last years model and leftover stock , when that same employee opened the box and realized that indeed it has been opened and was also missing the manual he apologized and said to me I didn't realize this is the type of box that opens from the bottom thus leaving the factory seal on top and sealed, he and another employee helped me load the Tv into my vehicle and saw that it fit perfectly without it moving an inch. The doors closed with still plenty of space left between the TV and the doors. live a mile away . When I got home I had my daughter help me take it out of the vehicle and place it slowly in the living room Tv stand. The TV was never dropped or hit by any object. I had just spent $1500 why would I not take care of the investment that I just invested in? I was so excited to have it and even rented a blu ray dvd movie that same night to watch it on my new tv!, when I turned it on I was in shock!!! The out side part of the TV looks Brand new but the screen shows otherwise when u turn it on and IM 100% positive that it came from your store in this condition! I wish I would have turned it on before I walked out then I would not have to be going through all this!! you need to take blame for your employee carelessness as how they handle your equipment as I am sure this happened by either them placing it back in the box by dropping it inside or by pushing it from the backroom to the floor. I have seen your employees push TVs in their boxes from the back room to the floor with speed and carelessness. This was not caused by me in any way!!!! I handled that TV that I was so happy to have at a great deal with true care. Don't blame this on me!!! Again this TV was an open box to begin with and Maybe that was the reason it was returned and never even checked by your store!!! Why would I mishandle an expensive purchase like this that I was so happy to have gotten from you and was so excited to watch and have!!???? The outer part of the TV is in brand new condition without a scratch on it!!! if anything hit it either from your end or mine and I saw it I would not even have purchased it!!I am very picky when it comes to purchasing an item that has any kind of flaw on it. I swear if I had turned that TV on before leaving your store That picture would have been bad!!!! I never thought of doing it because I assumed you are a good reputable retailer not a pawn shop or some other so so place . Please take your broken TV back that you sold to me and admit guilt!! stop blaming it on the consumer!!! If it came back to you with any outside physical damage then yes I would take blame and I would not bother returning it but I brought it back to you in the same condition you sold it to me less than 10 hours later. I should not be begging for my money like this as your store sold me a defective item!! was the TV turned on infront of me before I bought it? no!!! The Televison was handled with great care from POINT A TO point B , I even brought it back in the same vehicle and took it out of my care with great ease to your store and when I was refused the return again I put it back with great ease in my car without it touching any parts of my car . it fit perfectly and didn't move for the ride home. Please watch how your employees move these TV boxes to and from the showroom floor , I will be happy to record them on my phone and send you some footage of how they handle your merchandise. I now ask for my money back and not an exchange as I have seen how you handle your customers. Thank you
Final Business Response /* (4000, 11, 2015/08/26) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the customer's complaint in the response that was forwarded to your office previously. We have video footage of the television being improperly loaded into the car, and the damage to the screen has been evaluated and is indicative of the type of damage that would be caused by this.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Thank you for bringing this to our attention, and best regards.
Cassie E.

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.
We have contacted the customer directly to work out a satisfactory resolution. Unfortunately, the promotional offer the customer mentioned excludes previous purchases.
Due...

to the inconvenience, we have offered a customer service gesture, which the client has accepted.
The customer has our contact information and will reach out to us directly with any further concerns.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)