Best Buy Stores, LP - US Headquarters

I am rejecting this response because:  As far as refund goes it just got to account, however because the crazy amount of time this has taken to do including me doing alot of leg work I should be compensated for my time. I have had to call visit and make special arrangements to get this taken care of and it just now got taken care of because I filed a complaint.   Not to good best buy......

Dear Revdex.com,   Best Buy feels that we have fully addressed CUSTOMER concerns that were forwarded to your office in our previous response and we maintain our position.  Thank you

I am rejecting this response because:
I do not think that it is fair that I was still required to pay for the cost of the new warranty. The supervisors in the store claim that there is language in the warranty which we are blindly required to sign at purchase. There was no supervisor or manager there that could point me to where the language in the agreement states that the amount paid for a wrranty would not be refunded. At the very least, I feel that I should have been refunded a pro-rated portion of that warranty.

Initial Business Response /* (1000, 5, 2015/09/17) */
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 Geek Squad Tech Support (GSTS) subscription the customer...

purchased is non-refundable. I do not have any indication the customer was told he could receive a refund by visiting his local store. On the contrary, the customer emailed Customer Care, and received a reply that we would be unable to provide a refund and to visit his local store for service. Additionally, the customer's computer was checked in at one of our stores on 7/12/15 with suspected malware and possible viruses, and was returned to the customer on 7/14/15. The customer didn't notify us until 9/7/15 that the computer was having issues again. The customer may obtain service by visiting his local Best Buy or remote support via geeksquad.com. Best Buy will not be making any accommodations for this issue.
Regards,
Kathryn S.

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.   As specified in the email the customer received from our Customer Care team, the price the customer was requesting was a...

special promotion for Amazon Prime customers. One criteria for our Price Match Guarantee is that the price must be available to all customers. Since Amazon Prime is a paid membership, any prices for Prime only customers would not be eligible for a price match. Regarding the WWE video, the customer did not include a link to the product or the retailer that is selling the product at a cheaper price. Therefore, we are unable to grant the customer’s request due to lack of information. However, in an effort to resolve the issue, we will be sending a $5 Best Buy gift card as a one-time exception to the address provided to the Revdex.com. Please allow 10-14 business days for it to arrive.   Regards, Kathryn S.

Dear Revdex.com,As stated in our last response, we do not have a carrying case we can send the customer. The customer was sent a $20.00 gift card in place of the carying case. Per our policy: We try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-free. Prices and promotions are subject to change, and may vary from those offered in our stores.The customer is within the time frame to return the order for a full refund.Return Policy:Buy your gifts and other items this holiday with the peace-of-mind of easy returns. Almost every purchase made throughout November and December can be returned through January 15, 2017.Purchases made between Oct. 30 — Dec. 31, 2016 have an extended return period through January 15, 2017, excluding items purchased with a third-party contract (ex. Mobile Phone carrier contracts, AppleCare monthly plans, DirecTV, etc.). All other terms and conditions of our Return & Exchange Promise apply.  Best Buy feels we have fully addressed this concern. Thank youGail D.Best Buy

Initial Business Response /* (1000, 10, 2015/09/15) */
Dear [redacted]
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with delivery and install for your new [redacted] washer/dryer set. 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. Best Buy focuses on satisfying our customers every chance we get. As a customer service gesture, I would like to offer you 10% back on the purchase. I understand that it will not change what happened but I hope that you can accept this offer as an invitation to a better experience with us. 10% would be 213.00 and I can either send you a check or put it back on the original method of payment ending in [redacted].
[redacted], again I apologize for your experience, as we value your business. If this offer is acceptable please reply to my email. 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 /* (2000, 12, 2015/09/22) */

09/22/2017 To whom it may concern, After review, Best Buy has offered a one time exception to refund the missing product.  We now consider this issue fully resolved.  Nevertheless, please feel free to reach out directly should further issues arise.

Dear Revdex.com,Thank you for bringing this matter to our attention. After reviewing Mr. [redacted] situation, Best Buy has determined that we are not at fault for the viruses present on his computer.  Mr. [redacted] made made the decision to use his computer without virus protection, and therefore is...

ultimately responsible for the computer's current state. Additionally, Best Buy was not made aware of any difficulty with Mr. [redacted] computer until after the viruses had already infected his computer.Unfortunately, Best Buy is unable to accept products for return that are infected with viruses or otherwise damaged. This information is provided as part of the return and exchange policy present in store and online. In an effort to remain fair and equal to all of our customers, Best buy is not able to make exceptions to this policy.Thanks you for your time, and please let us know if you have any questions.Best,Cassie E Exec Res Sr

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office, in accordance to our Price Match Guarantee  Policy,  (https://www.bestbuy.com/site/customer-service/price-match-guarantee/pcmcat29030...⇄ therefore maintain our position. Please forward any additional questions or concerns to our office and we will respond accordingly.  Warmest Regards, Best Buy

Initial Business Response /* (1000, 5, 2015/07/07) */
Spoke with customer over the phone and resolved the issue.

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Ms. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your repair issue. Just as a reminder, my name is [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. As I mentioned during our conversation I have reached out to leadership to see what we can do to assist you with getting a working washer. Worse cases I will refund you back for the extended warranty if we can't exchange your washer. You can also visit the following link and fill out a claim for reimbursement for your laundry expenses. http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek_Squ...⇄
I know it says food spoilage but there is a laundry claim on the same link. Ms. [redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. I will be in contact with you hopefully with a resolution within the next few days. Please feel free to contact me if you have any questions or concerns
Sincerely,
[redacted]

Dear Revdex.com - We have reviewed the previous cases regarding the gift cards that this customer requested be cancelled and reissued.  The gift card numbers provided to our back office associate did not have any value, so there was not any amount to reissue.   Best Buy is not liable for any...

lost or stolen Gift Cards. Per Best Buys Terms and Conditions - We can replace the remaining balance on a lost, stolen or damaged gift card, as long as you have the original purchase receipt.  Because there is no remaining balance on these cards, we are unable to reissue any cards as they have no value.   We are sorry for the loss of your cards, however, we are unable to assist you further with this matter. Regards, Amy C.

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. In the interim between lodging this complaint, the business delivered my unit (although without the setup support team as promised), but at this stage I'm just glad to have the unit! Thank you for supporting me in this experience; I appreciate that your organization exists as I find very few recourses left to consumers these days.Best regards,[redacted]

I am rejecting this response because:The secondary warranty company offered to let us send the phone in for them to inspect it.  They informed me, they are not able to repair the phone if it is a manufacturers defect.  They also do not have the same phone available as a replacement.  They can only offer what they feel is a comparable replacement, but would not confirm if it would be a newer model or not.  Again, if the phone was actually a new phone, as I was told it was by Best Buy representatives before I purchased it, this would not be an issue.  The phone was sold as a new unlocked phone, but well over a year old when we purchased it, and is now more than 2 years old.

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. Please close this ticket.

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. I have emailed the Customer and he has responded. I will be trying to speak to him within the next 48 hours.Warmest Regards, Best Buy

Dear Revdex.com,Thank you for sending this for review. I have contacted the customer and have apologized for the miscommunication. It is mandatory for us to ask those questions when setting up the TV because their could be extra fees. For the inconvenience, I will be discounting what she was quoted at...

first $149.99 50% off as well as take care of the extra $99.99 fee since we did not make her aware of this at first. Since the order has been cancelled I will be sending over the customer an electronic gift card of $165 so she can call in on Monday to schedule the installation. The customer has my contact information if she has any questions. Her case ID is [redacted].Thank you,Karla [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.   Best Buy provides service for products in accordance with the terms and conditions of the Geek Squad Protection (GSP)...

plan the customer purchased. We have the option of repairing or replacing products, at our discretion. The terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx.   To be fair and consistent to all of our customers, Best Buy will follow the terms and conditions of the GSP plan for Mr. [redacted]’s camera, and considers the matter closed.   Regards, Kathryn S.

Dear Revdex.com,   Thank you for bringing Ms. [redacted]’s concerns to our attention. We apologize for any inconvenience this may have caused for the customer. Our standard return and exchange policy 15 days starting from date of purchase. It is important that we have consistent policies for all...

shoppers in order to maintain low pricing and a fair experience. We do reward our more loyal customers by extending the return period for most items because we appreciate and recognize their loyalty to our brand. Unfortunately, the customer greatly outside of the return period and the item is eligible for a refund. If the customer is experiencing issues with the product, we advise them to work with the manufacturer as it may be covered under their warranty. Best Buy considers this matter closed. Sincerely, Kelsey F.