Best Buy Stores, LP - US Headquarters

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.

Revdex.com,  Thank you for allowing us to address these concerns. Please know that I connected with the store's General Manager who explained that the customer was not denied a return, and the return was in fact made on 4/15/2017. I have validated the return myself as well.  Here are the...

transaction numbers for the original transaction, along with the return transaction: ORIGINAL TRANSACTION: [redacted] RETURN TRANSACTION:   [redacted] 04/15/17  Thank you for allowing us to address these concerns.   Regards, Sarah L.

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

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) */

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

Dear Revdex.com - The customer's complaint information has been sent to the Appliance Customer Care department for review and handling.  Regards, Amy C.

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 in receiving his refund.  We...

have actively reached out to the customer and came to a resolution at this time and will be refunding his order.   Best Regards, Bethany H.

I am rejecting this response because:
 My receipt says that I bought my phone at Best Buy, so I do consider you responsible for my contract.  I would not be having this problem with Verizon if it had not been for the Best Buy mobile.  I have already talked to Verizon and they say that my phone is in a contract because of what I was told at the Best Buy store. Like I said, the manager of Best Buy mobile said that the computer had a glitch to where the sales rep could not adequately see my account, so she should not have told me false information to get me to sign a contract. The signature pad was so tiny that I would not be able to read anything on this as far as a contract, and I was not given any contract on paper.

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 (Revdex.com):   Thank you for bringing [redacted]’s concerns regarding the washer repair service request to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. Ms....

[redacted] has had 1-qualifying repair under the Warrantech warranty plan’s Terms and Conditions (T&C) purchased with the washer from our PAC Sales appliances and would not qualify for replacement.   If Ms. [redacted] is experiencing issues with the washer, they would need to work with Warrantech in allowing a service technician provide diagnostic and repair service. Warrantech did set up service for customer on 02/13/2018 and contacted Ms. [redacted] directly leaving a Voice Mail (VM).   The service was set up with All Set Appliance Services at ###-###-#### and the service tech would need to come to Ms. [redacted]’s home for diagnostic and repair service (repair order # [redacted]) as we would be unable to accommodate her replacement request at this time.   Ms. [redacted] can contact Warrantech directly at ###-###-#### or All Set Appliance Services at ###-###-#### for any questions or in rescheduling a repair service call.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

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.

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, Thank you for bringing this matter to our attention. Our records indicate that Mr. [redacted] purchased an [redacted] Galaxy S6 Edge on 05/0915. This was purchased along with a monthly Geek Squad protection plan that he requested to be cancelled earlier this month. Mr. [redacted] did request a...

refund of the monthly payments but this was denied due to phone being covered for the amount the time it was active. Please know that Mr. [redacted] was sent a copy of the terms and conditions by email which can also be found on your website. Our plan does contain information of the service fee that may be collected upon service of mobile phones. This information was also provided on the touch screen where the customer agreed to the terms and conditions at time of purchase. Best Buy is not able to refund monthly payments as the phone was covered by our Geek Squad protection while it was still active.   Thank you.

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

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.

I am rejecting this response because:As I stated in my original complaint, I have already purchased the laptop for a cheaper price elsewhere. The real issue here is how my situation was handled; with no empathy, understanding, nor concern for Best Buy's customer satisfaction. A more reasonable solution would be to honor the free items that were promised to me on April 11th by the representative I spoke with. My call was placed in the evening from ###-###-#### if that will assist Best Buy in locating the recording of the conversation to verify exactly what items were offered to me.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the refund 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 can confirm the in-store...

credit has been cancelled and the refund has been returned to the original form of payment (credit card). The credit or refund will take approximately 3-5 business days to post to the account and will appear on their billing statement within 1-2 billing cycles.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I will ensure all marketing e-mail is turned off for this customer.

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 have been in contact with this customer, and issued an additional $20 My Best Buy certificate. This certificate, along...

with the $10 certificate and $21 gift card provided by other agents, are in lieu of the requested price match ($40). The additional funds were provided as a customer service gesture ($11). Our Customer Care team declined to provide a price match as the item the customer purchased in August 2016 is no longer available.   Best Buy considers the matter closed.   Regards, Kathryn S.

I am rejecting this response because:  The business has requested additional information, and did not offer a resolution.  I am providing the information that was requested in this message:  The store address is [redacted] Aurora, CO 80012.  Store number [redacted]. I went to the store to ask to be shown how to back up pictures from my device to a new SD card that I had purchased at a different Best Buy.