Best Buy Stores, LP - US Headquarters

Thank you for sending this over for review. I need more information since I was unable to find a new order I will be contacting the customer for this information and he will have my contact info in case he needs further assistance. Best regards,Karla ***

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/13/2017. The customer contacted us and advised us that they have received their refund.Nevertheless, please forward any additional concerns to our office and we will respond accordingly....

Sincerely,Best Buy

Dear Revdex.com, The Free Platinum headset was listed in error and orders were canceled because of this. We would encourage the customer to re-order the item as it is now correctly listed.  Thank you,  Dan S. Best Buy Executive Resolution Team

Dear Revdex.com, Thank you for giving us the opportunity to respond to this concern. Ms. [redacted]'s washing machine has been delivered. Best Buy feels they have fully addressed this concern. Thank you Gail D.

Dear Revdex.com,Best Buy has provided our position to the customer on multiple occasions through the original contact channel with our executive leadership.  Still, Best Buy maintains our position that this is a manufacturer issue that falls under the manufacturers warranty since Best Buy was not notified of an issue with the computer during the return/exchange period when it could have been processed using our return/exchange policy. The customer will need to work with Lenovo for an exchange or repair of the computer as they are a separate company and we are unable to make decisions for them.  However, the gesture that we offered of a discount towards a new computer is still valid. Sincerely,Best Buy

Dear Revdex.com,We have sent Mr. [redacted] an email with all the refund transaction detail information that was submitted to Pay Pal on 12/18/2017.We recommend that Mr. [redacted] contact Pay Pal and provide them with this information so Pay Pal can resolve this matter. Due to the sensitivity of the information contained in the email sent to [redacted],  a copy of that email has not been included.Best Buy considers this matter resolved. Thank you,Larry S

Dear Revdex.com, After working with WarranTech, the company that is contracted for service for Pac sales warranty repairs, it has been confirmed that service took place on Ms. [redacted]'s appliance on 08/10. We sincerely apologize for the delay in service (and in this response).   Please let us...

know if you have any additional questions. Best,Cassie E. Exec res Sr.

I am rejecting this response because:  though I was happy to finally receive a new refrigerator, it became evident when the old one was removed that it had been leaking under the flooring during the 5 weeks that the Geek Squad forced me to wait for parts.  Consequently my kitchen floor and part of the dining room floor are water damaged and mold is starting to grow.  I believe that Geek Squad should pay for the removal and replacement of the pergo.

Dear Mr. [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 apologize for the inconvenience and frustration this matter may have caused you and am sorry for...

the delay in this response as I was waiting for verification from Verizon that there were no pervious activations on this device prior to 7/3/2016.   The phone you purchased was new in the box. Since this is an older model phone, the device was purchased by Best Buy earlier in its lifecycle so the manufacturer’s warranty had already started by the time the customer purchased the phone.  We do see this on some older products.  If it came to a situation where the manufacturer’s warranty had run out but was still within a year of purchase, Best Buy would be responsible for taking care of the problem.   I would advise you to return the phone to [redacted] for repair.  Should you have any future problem within one year of the purchase price Best Buy will cover the repair.   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

I am rejecting this response because:  When I was buying the item, it was overpriced.  I had called them about that and also mentioned that I saw that the item had a ninety day warranty.  It is my recollection that they confirmed this.  I have been a very loyal customer to best buy and I think the least they could do is offer me a $30.00 gift card for all of my troubles.  After all, they sold a defective product to a loyal customer.

I am rejecting this response because:There were multiple incorrect items listed as returns due to Best Buy's method of calculating returns. This was discussed via email with a Best Buy representative named Brian [redacted].  I explained the situation and he didn't seem to understand the issue.Multiple transactions being counted by Best Buy are not returns.  This is due to Best Buy's system not working correctly. I brought several items to the store for a "price match" and these were counted as returns.  Also there was a mandatory recall on the [redacted] Note 7 due to a fire issue and this phone and it also was counted as a return.  Additionally, I exchanged an [redacted] TV 32gb unit for a 64gb unit and this was also counted as a return even though it was a higher priced item and the 32gb item was not opened and could be resold to another customer.  The same thing happened with the return of a [redacted] A6000 camera with no lens for a [redacted] A6000 with a lens.  Best Buy made more money from this transaction, yet it was counted as a return. The original item was not opened and could resold to another customer.  The system is broken at Best Buy.  As recommended, there needs to be a way of eliminating these types of activities from any returns made. The process needs to be fixed by Best Buy.  Also given these issues were caused by Best Buy's system and not due to these being actual returns, the system Best Buy uses to count them should be revised.  I shouldn't have to contact a third party company when the issue was not caused by them but rather by that third party not getting accurate information from Best Buy.  The third party company did take off a few of the transactions but missed about 4 others.  Additionally, I need to know Best Buy is fixing their process so that this doesn't happen again.  As a customer, I shouldn't have to go to a third party company that Best Buy enlisted to count their returns when the system of Best Buy is broken and not counting returns accurately.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the cancelled online order to our attention.   Ms. [redacted]’s online order was placed on Thanksgiving Day for the Sony PlayStation 4 for the Black Friday/Thanksgiving day promotion. Items were limited...

for the pricing and noted on our website and weekly advertisement.   In addition, under Conditions of Use posted on our website it states the following:   Order Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason. We may impose these limits on a per-person, per-household, per-order, or any other basis. If we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to us. If we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order.   http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄   We only offer this for clarification. Based on quantity limits we placed on the holiday items and the Conditions of Use above, we would be unable to accommodate Ms. [redacted]’s purchase request for the previous pricing.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com,Again Best Buy will not be honoring the customer request for compensation to cover the hard drive and data recovery.  The manufacture's warranty is only 1 year and does not cover any data loss, and the hard drive is over 5 years old.  If there is a concern with the functionality of the unit, I would refer the customer to contact the manufacturer directly as they are the maker and warrantor of the product. Regards, Nick S.

I am rejecting this response because: they take an unusually long time to refund.  This is 8 business days and I habe not received the credit yet. It appears they are going to take the full 3 weeks. Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/12/09) */
Dear Revdex.com,
Best Buy has been in direct contact with Mr. [redacted] regarding this issue. As Mr. [redacted] was due a price match on his transaction, we have issued a check in the amount of 495.42 to an address provided by him. This check should...

arrive in approximately 10-14 business days via USPS.
Please let us know if you have any additional questions.
Best regards,
Cassie E.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still haven't received the refund promised by Best Buy. I am willing to drop my complaint provided the business follows through with their offer to refund the $495.42.

Initial Business Response /* (1000, 5, 2015/12/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize for any inconvenience this has caused the customer.
We worked directly with the customer and resolved this case on 12/24. We provided a full refund for the...

requested amount and apologized for the system error.
The customer has our contact information and please direct him to us if he has any further questions or concerns.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,Thank you for bringing this matter to our attention. Although we cannot substantiate the claims made by the [redacted] technicians, during the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the manufacturer's responsibility. [redacted]...

strictly holds Best Buy to these conditions.Please continue to work with [redacted] on the repair of your unit. If the manufacturer is not able to repair the item, the customer can request a Return Authorization (RA) from [redacted] that can be fulfilled at Best Buy.Best Regards,

I am rejecting this response because: The customer service representatives: Store Manager Aarron Venne (BUCK), Assistant Manager Chris [redacted], Associates Chris P [redacted] Ad, and the representative for national account executive Jennifer [redacted] they all purposely deceived me into believing that everything was taken care of when transferring all my lines from T-Mobile to Sprint. I was at the best buy location everyday for hours at time for 8 days straight because of the lies that was told for me to continue my service with sprint. Everyday that I drove to that location the associates told me that they were taking care of me, for me not to be worried and they had my back. That went on for days and Chris said the same line each day. Chris told me that Jennifer [redacted] was handling the activation fees for all four lines and that she was going to talk to sprint about my account.  I was told that all activation fees would be paid for, but I had to pay for the fees myself. In conclusion, I am asking for Best Buy to pay for the cancellation fees and all other fees in order for me to leave Sprint. Thank you

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. After reviewing the order, I can confirm that a refund was...

processed on 10/30/17 for the amount requested. Please allow 3-5 business days for the refund to be applied to your account. Best Regards, Bethany H.

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.it is unfortunate that I had to file a Revdex.com complaint to get anything taken care of. Also unfortunate that it took 5 additional weeks to resolve something that should have been so simple. However, I am pleased that steps were taken to correct the issue and that this is now resolved.