Best Buy Stores, LP - US Headquarters

I am rejecting this response because: It shouldnt matter if its past 15 days, the item is defective and doesnt work properly. You should stand by the products your company sells and care about your customers.

Dear Revdex.com,The customer has been refunded 175.35 as of today 1/6/2016 for lost Item on order # BBY01-[redacted].We as very sorry for the delay. It may take up to 96 hrs for the refund to appear in the customer's account depending on the Bank.Best Buy considers this matter resolved.  Thank...

you.Larry S.

Initial Business Response /* (1000, 7, 2016/01/07) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com concerning the Geek Squad GPS Plan. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.
I am sorry to...

hear about your concern regarding the misunderstanding with the GSP plan that was purchased with your cell phone and I understand the frustration that this situation must cause you. We value feedback such as this, as it helps us make decisions for the future of our company.
After a complete review of the information it was found that each receipt provided to you at the point of sale for your phone purchases clearly states that the fees in question are made known to you.
(Excerpt taken from copy of your receipt
#[redacted])
(13) DROPS SPILLS ADH 2 YEAR P
For each claim, your Geek Squad Protection
(GSP) Service Fee will be $149.99. You
have purchased a 2 Year plan. Call
1-800-Geek-Squad ([redacted]) to cancel this
plan. See Terms & Conditions for complete
details.
I am AGREEING to purchase Geek Squad
Protection coverage. Service Fees and
claim limits apply.
For all the Terms and Conditions of the GSP Plan

https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Under the circumstances, Best Buy will not make any refund as requested in this complaint.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Larry S.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is that the salesperson said that there were no additional charges. Yes it is stated at the bottom of the receipt, but the salesperson never mention the geek squad charges of $149.00, which I feel should be relayed to the customers when purchasing insurance from best buy. That is a questionable tactic of omission to sale their insurance. It is nothing more than an additional charge on the insurance. If they were righteous they would tell the customers up front and not rely on the customers to discover it at the bottom of the receipt. The majority of customers rely on the honesty of the people they are dealing with, I know I did, to aid them through their purchase. This is a used car salesman tactic. You know your homeowners and auto deductibles up front, you are not hit with there will be no deductibles and then, oh by the way you did not read the find print you owe us an arm and a leg, before we can handle your claim. I was charged $160 for the SOP and they took 20 months of insurance from me. If I had paid monthly, explain to me how they were going to get the next 20 months of payments from me after they settle my claim, by replacing my phone and cancelling my insurance. They wouldn't have and I should not have to loose that money either, for trying to save money up front. I am being penalized for paying for the 2 year policy up front. So I still feel that I am entitled to my 20 months of prorated insurance payments.
Final Business Response /* (4000, 11, 2016/01/12) */
To whom it may concern,
We fully responded to this complaint and
Best Buy stands by it's previous decision.
Thank you
Sincerely,
Larry S.

Dear [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 am very sorry to hear about the problems you have experienced with the Sony camera and I apologize for the...

inconvenience and frustration the matter has caused you.   Pursuant our telephone conversation Best Buy will be happy to make an exception to the return policy and exchange the camera.As I mentioned the camera you purchased is not currently available and you have agreed to go into your local Best Buy and select a similar model and we will make arrangements to make the exchange.  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:  it is in poor business practice to refund an item over three weeks after the promised delivery date.  They are not aware of everybody's financial situations and the fact that they can easily manipulate a family's Christmas is ludicrous.  The countless hours spent on hold and having to waste my gas to physically drive to a store to have a product refunded is quite ridiculous.  They have no regard to an individual's time or individual situation.  I am in retail as well, and my company has a certified happiness criteria that we have to follow, if we began to run our business in this manner, we would have big problems with our corporate office.  Their corporate office is getting back to me two weeks after my initial complaint with a snark remark and it is so unprofessional that it makes me cringe.  Though I am not looking for anything in return, I think that they should be held accountable for their actions and poor business practices.  I spent over $2000 that day and it meant nothing to them that my daughter was going to be without her gift on Christmas.  They could have offered in store pick up for me and cancelled the order but they refused because it was lost in the mail and they didn't want to deal with UPS.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the auto renewal fees on the Webroot software to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations. When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) and renewal option of the Webroot subscription protection. The T&C’s would be sent to customers via email address they provided or email address tied to the My BBY membership account when signing the point of purchase box in acknowledging the purchase of the Webroot. The sale would not process or go forward without customers’ signature in the point of purchase box.   After receiving your BB complaint, we were unable to find a charge on the original purchase receipt for the Webroot subscription as our records show you were billed on renewal fees of $52.10 3-separate times on 07/07/2014, 07/03/2015 & 07/03/2016. We have verified per your Revdex.com complaint you were refunded for the renewal fee in 2017 on 07/08/2017.      As a customer service gesture, we will make a 1-time exception to our policy and provide three refunds of $52.10 back to the original form of payment for a total of $156.30. This is in addition to the refund already received of $52.10 detailed in the complaint in which our call center rep provided to [redacted] on 07/08/2017.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing [redacted]’s return request to our attention. Due to the customer’s store experience, I have processed a refunded his Skullcandy headphone order # BBY01-[redacted].   Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####

Dear Revdex.com: Thank you for sending this on for us to review. I am sorry to learn we are not able to offer the discounts as intended currently; however, I have requested a $30 refund check be mailed to you accordingly. Thank you!

I am rejecting this response because:  The reimbursement offer from Best Buy does not cover the actual cost of replacing the "ice room" as the [redacted] technician referred to it.  I've already paid $99 just to have someone come out and assess the problem.  The following day, I received a call from the technician in which he said it would cost over $700 to replace it.   If Best Buy's "Geek Squad" can replace it, at company (Best Buy or Geek Squad) expense, and soon, AND reimburse me the $99, then I will be willing to settle THIS complaint, and hope the washer/dryer doesn't break before my warranty was scheduled to end.  Otherwise, I will expect Best Buy to cover the repair.  Thank you.  [redacted])

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the Del laptop purchased from our online store to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations. The Dell laptop computer Mr. [redacted] purchased from our website (BBY01-[redacted]) was a factory sealed package on 07/04/2017; and Best Buy denies any fix or repair on the unit before shipping.   Dell offers a 1-year manufacturer warranty for repair or replacement on their product sold in our stores or website. While we would be unable to accommodate Mr. [redacted]’s replacement request outside the 15-day return policy, we encourage Mr. [redacted] to contact Dell directly at ###-###-#### for repair or replacement under the manufacturer’s warranty they offer on their product.   In addition, Mr. [redacted] has the option of bringing the unit to a local Best Buy store as our Geek Squad can send the unit to our service center for Dell warranty coverage.    Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear [redacted],Most Apple products have a serial number that's captured at the time of purchase. Our policy and point of sale system require that the serial number of the product and the serial number captured on the receipt must match in order for a return or exchange to be processed. Since you do not have a receipt, any decision made as an exception to exchange/return the product is at the discrepancy of management. Best Buy policy cannot be changed by employees and an oral agreement does not override our policy.We would suggest you contact the person/company that purchased the product to attempt to acquire the receipt and work with the store management as they have the ability to approve and/or offer an exception to our return policy. Best Buy has provided our final stance on this matter and that stance remains the same.

Dear Revdex.com,Thank you for bringing this matter to our attention. We have verified that the customer has worked with our coprprate offices and an exception exchange was allowed by the store for the camera in question. Please know that this was a one-time exception and Best Buy considers this case...

closed.Thanks,

Dear Revdex.com,The customer will no longer...

be getting a gift card. We are mailing two checks one for $204.49 (confirmation #[redacted]) and another check for $200 (confirmation #[redacted]) The check of $204.49 tracking number was [redacted] which shows delivered 5/9 as far for the other check in replacement of the gift card of $200 will be mailed out of our office today or tomorrow and will be delivered USPS. That check will not have a tracking number because it is not being overnighted by UPS. The customer will be receiving it in the couple weeks.Thank you,Karla [redacted]

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressed. We apologize if this situation may have caused any frustration to the customer. The customer if far outside of our Return Exchange Policy, as found at www.bestbuy.com, and has no protection plan on the television in...

question. Therefore Best Buy is not responsible for any coverage of repair or replacement costs.  Since the customer is outside of our return exchange policy, and has no protection plan for repair entitlement, the customer is responsible for any part and labor costs that the television issues may incur. We would advise that the customer contact the manufacturer for further support. Best Buy will not be allowing for an exception exchange of the television as it is outside of our return exchange policy. Best Buy considers this case closed.Thanks,

Dear Revdex.com,Since the store did not provide the sales price and Mr. [redacted] was disappointed, the store ultimately processed a refund to a store credit in the amount he paid (even though we have a comparable model that is currently $450) as an exception for the customer.  This essentially...

gave him an extra $250 to work with on purchasing the [redacted] 4K that he desired. Furthermore, it appears that he was refunded for his Geek Squad Protection Plan and should not have been since a replacement fulfills the plan.  We feel that these additional accommodations more than make up for him not receiving the sales price. Thank you,Dan [redacted]Best Buy

October 24, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as we have confirmed that the customer has since received the parts in question and our store staff has addressed the issues with...

additional accomodations.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,   Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing [redacted]'s concern to our attention.Unfortunately once our service plans have expired we are unable to renew them. The plan on Ms. [redacted]'s Galaxy Tab expired on 12/12/17 which would make it nonrenewable at this time. If there is anything further we can...

assist with please let us know.Thank you,Best Buy

Dear Revdex.com - This complaint needs to be addressed by the Appliance Customer Care team who oversees issues involving installations and deliveries.  We have forwarded the information to them to address the situation.  They should be reaching out to the customer within the next 24-48...

hours.Regards, Amy C.

Dear Revdex.com: Thank you for referring this to us for review. I have retrieved the order (BBY01-[redacted]) and reviewed the collection details. I reflect that as of May 5, 2016, the credit of $1026.27 was processed against the order. This refund should be visible in her PayPal within 5 business days...

from the date it was processed. I am sorry to see that the refund was not applied sooner, but I will provide this feedback to our order management team. Thank you!

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to us. We apologize for any inconvenience this may have caused the customer. We will be contacting the customer directly to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F.