Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for bringing this to our attention.  We have partnered with best Buy Direct to get the return processed, and are going to expedite return labels for the last 2 units that have been received by the customer. Regards, Nick S.

I am rejecting this response because:  This issue has been ongoing for weeks; however, I still have not received a satisfactory resolution.  Saying that it's being handled isn't an appropriate response.  They could be saying this indefinitely without a result.

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office in our  previous response and we maintain our position. To better serve the Customer, we have reached out directly to  the Customer. We explained in detail as to why, in accordance to the Terms and Conditions within our Policies, we  would not be able to accept a Return and/or Exchange of the product.  Please forward any additional questions or concerns to our office and we will respond accordingly. Warmest Regards, Best Buy

I am rejecting this response because:
While I appreciate the gift card, it doesn't amount to the full value of the original price match which is what several employees claim I should have received. I'm incredibly disheartened by how this is being dealt with. A Best Buy employee provided me with untruthful information, resulting in me being put at a disadvantage in this scenario. Best Buy prides itself on expert service, yet this is the polar opposite of anything within the realm of expert service. I've been told, time and time again, that I would have qualified for a price match at the time I called on May 8th. I don't feel as if I should be at a loss because of the mistakes of your employees. When a company makes a mistake, it should be their responsibility to fix it in its entirety. Instead, Best Buy is relying on the fact that I "accepted" the only option available to me, because all of their representatives have a $[redacted] limit and nobody was authorized to approve of anything larger than this.To further my point, as stated in the original complaint, every representative I spoke to said they wish they were more equipped to deal with the situation entirely. If they had the ability to provide a gift card or refund of more than $[redacted], they would have and this entire scenario would have simply been avoided. But because the amount disputed is over their limits, they were able to provide some assistance, but not enough to resolve this issue completely.I've since been refunded an additional $30 + sales tax due to Best Buy's pricing being lowered from my original purchase. Due to this, the disputed amount is only an additional $30 (considering Best Buy is already providing me with a $[redacted] gift card), which I'm more than willing to accept as a gift card if neccessary.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]’s concerns to us again. Our policies are put in place to make the shopping experience fair for all customers, while also keeping our prices low. While we understand the disappointment of not having a fully functioning product, we also need to consider that Best Buy provides ample opportunity to make a return. We provide the dates of the return period to the consumer on their purchase receipt, and it is also available on BestBuy.com. We have reiterated there is no way to substantiate the item was damaged in transit during the delivery due to the amount of time that has passed since then. We have also provided alternatives to her to get the matter resolved. Best Buy will not be replacing the customer’s television and this response firmly closes this matter. Sincerely, Kelsey F. Executive Resolution Specialist Best Buy

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the iPhone purchase and AT&T monthly billing to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations. After receiving Mr. [redacted]’s complaint, we contacted our Downer’s Grove store’s (#316) management team and customer directly. We provided the signed contracts, thanked them for the feedback provided and Mr. [redacted] accepted a check for $240 as resolution.   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello Mr. [redacted],Thank you for contacting the office of Best Buy through the office of the Revdex.com. My name is Cassie and I work with the Executive Resolution team at Best Buy corporate. Best Buy offers one remote replacement under geek squad protection. The terms and conditions...

of your Geek Squad protection plan state: "4. You are limited to making one claim during the term of this Plan to replace a TV remote control that was included in the original packaging. "Unfortunately, in an effort to remain fair and equal to all of our customers, best Buy is unable to to make exceptions to this policy.I'm sorry for any disappointment that this causes you.Kindest regards,Cassie E. Exec Res Sr

.  I have called the customer regarding their credit history concerns and emailed CitiBank’s Executive Team for assistance.  They will be researching the complaint. Thank you, Dean [redacted] Senior Executive Resolution Specialist

Dear Revdex.com -
We have reviewed our records and found that Mr. [redacted] did cancel his membership, however, the refund that was due to him was not processed. I have reached out to the team that manages our extended service plans and they are issuing a full refund to the customer's AMEX. ...

Additionally, I have issued a $[redacted] gift card to be mailed to Mr. [redacted]. I also left a voice message for the customer detailing this same information. I left my contact information if he has additional questions or concerns or if he would like to discuss this matter with me. We appreciate the customer bringing this to our attention and apologize for the inconvenience it has caused.
Regards,
Amy

I am rejecting this response because:
The Best Buy open box policy on your website states, “Each open-box product was tested or inspected to verify proper working order…” The refrigerator that was delivered to me was not in working order. As my request for proof and documentation that this inspection did occur was denied, I have to assume that it did not, in fact, occur. I believe I was knowingly sold an uninspected and potentially (and as it turned out: actually) defective product. This is in direct conflict with your policy. As you won’t accept a return of this item, I have had to go through the process of having it repaired through [redacted] which has left me without a working refrigerator for over a month now. I have also had to take multiple days off of work, losing much needed income and have lost hundreds of dollars in food. I have had four service visits and two repairs thus far and the item is still not working, necessitating further repair and more lost time on my end. This all stems from buying a supposedly working product from your retail store that was never working in the first place.

Dear Revdex.com - We have reviewed the customer's purchase and their concerns.   Best Buy partners with many manufacturers to create electronics that can only be found at our stores.  The product that the customer purchased is a co-branded television.  Smart televisions do need to...

be reset occasionally, as they function essentially like tablet or a smart phone.  This is not a defect, nor does it mean that the television needs repair.  We understand that the customer was given misinformation by a repair person, however, we will not be replacing the customer's television, as there is no defect.Regards, Amy

Revdex.com, Thank you for brining this to our attention. With full respect to our customer, please know that our Return and Exchange promise is 15 days, and we would not be able to return or exchange the unit in question. While we can appreciate the disappoint, please know that the customer's TV appears to...

function as normal; he will simply need to purchase a wireless router so he can use all features of the television. The unit is also still under warranty, which is also great news. If the customer should need any diagnostic beyond this, Sony's warranty is good for 1 year from the date of purchase. Thank you again for allowing us to address our customer's concerns.  Regards, Sarah L.

Dear Mr. [redacted] - We have reviewed your concerns and the information regarding your delivery.  Your point of contact for this issue is the Geek Squad Customer Care agent that you have been working with, Joanne T.  Joanne is the agent responsible for addressing your concerns and for...

any offers of compensation that may be made.  We have escalated your concerns to her and her management team. Please continue to work with her at this time.Regards, Amy C.

I am rejecting this response because:
The manager did not verify with the stores I had shown to have this item in stock, but chose an arbitrary zip code of 78201 when we where in fact within 78238, and when pointed out started with another store closest to our location. The location I had pointed out was [redacted], about 12 miles away (still within the defined 25mi radius of a local store).I have attached the ad I provided to the manager, showing the location/price/instock, along with a picture of my purchase the next day that showns it was not a pricing error, and a sample ad that shows a random clearance item for comparison.My requested item was: -identical, in stock, immediately available, in a local store, not in the list of exclusions (open box, clearance, refurbished, etc), not advertised as limited-stock.Even the FAQS under the Best Buy Price Match Guarantee say they will even match a price below their own cost of the product.The advertised policy doesn't mention that this "guarantee" is subject to the Manager's discretion and can void the customer's proof, though this may be an inside agreement, I'm following Best Buy has advertised and made available to us as customer's (Truth in Advertising).I understand this is a huge markdown, but I'm not the one who advertised and invited all customers to find a lower price and guaranteed them a price match even if it's lower (no mention of limit) that their own cost.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]man's concerns to our attention again.  The exchange portion of the plan comes into play after Geek Squad, in our sole discretion, determines the computer is truly irreparable. In this particular instance, the computer has not sustained enough qualifying repairs to warrant an exchange. We recommend the customer brings the computer back to the store to have it assessed by our technicians again if he is still having issues with his product. Best Buy considers this matter fully addressed. Sincerely,Kelsey F.

I am rejecting this response because:
The reply from...

business indicates they are working to resolve the issue please see the message below, I am still waiting for them to resolve this issue.Thank you for speaking with me over the phone today. I will be following up with you directly with more information as soon as I am able to. Sincerely, p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323; min-height: 15.0px} span.s1 {font-kerning: none} Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.     p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323; min-height: 15.0px} span.s1 {font-kerning: none} Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted] concern regarding the delivery service to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. We have in place a...

specific team for assisting customers with appliance delivery and installations. Mr. [redacted] Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Brittany [redacted]. Agent Defender Ms. [redacted] has contacted Mr. [redacted] directly in arranging and partnering with the store on arranging a pickup of the appliances and working with Mr. [redacted] as point of contact in resolving their situation.   Additionally, 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. Once information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue.   In our investigation, Sedgewick has an open claim (#[redacted]12-0001) and contacted Mr. [redacted] in moving the damage claim forward for disposition. For any follow up questions and the status of the claim, Mr. [redacted] can contact Sedgewick directly at ###-###-####.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer purchased a Geek Squad certified refurbished Lenovo Y-50 Touch-5942181 laptop on 10/14/15. The customer did experience issues with the unit to the point that an...

exchange was offered to the value of what he paid for the Lenovo. The customer selected an HP computer on 11/16/2015. He did have issues with this unit and exchanged it for an identical one on 11/21/15. After researching the customer's issues in the specific instance, we acknowledge an alternate resolution has to be offered. Best Buy will work with customer on getting an exchange completed as close to the specifications he requests as possible on a different unit. We have connected with the customer, and he is satisfied with the proposed resolution.
Thank you,

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Revdex.com,
Thank you for bringing Ms. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
After reviewing the customer's account, the gift card was requested on...

12/11, and she should have received it yesterday to the email address provided when she opened her service order. The customer is advised to check her spam/junk folder and note that the email will not come from Best Buy and may be labeled as Cash Star.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,Thank you for bringing this to our attention, our Executive Specialist team was able to review the case and provide a response.As per our return and exchange policy, returns are accepted within 15 days of purchase for the item purchased (45 days if the customer is a Best Buy Elite Plus...

member). However, this product does fall under the manufacturer's warranty of one year. This is normally processed by the manufacturer.For this situation as a customer service gesture we will refund the customer their money for the product. This will go back on the customer's card that was used to purchase the item. It will be seen in 3-5 business days.With this resolution, Best Buy considers this issue resolved at this moment.Daniel S.