Best Buy Stores, LP - US Headquarters

Revdex.com,  Thank you for bringing this to our attention. We are very sorry to hear that the customer has had some challenges with their claim. Please know that I reached out to our claims management team, and our delivery leadership who have been working on this matter.  At this time we can...

confirm that DSI has been in contact with the customer, and are moving forward on resolving the claim. Claim resolves can take some time, and although we do not have a timeline, the issue is being addressed.  Thank you again for allowing us to address these concerns.   Regards, Sarah L.

Dear Revdex.com,Thank you for bringing this matter to our attention.  We apologize for the issues the customer encountered with the initial delivery on 9/28/16.  It was unfortunate that the delivery team arrived at a time when the customer was unable to be home due to the issue with a sick...

child.  The delivery did have to be rescheduled and was completed on October 4, 2016.  Best Buy considers the matter resolved.Thank you,David M.

I am rejecting this response because:
I bought the computer from best buy, they did nothing about the fact the computer they sold me had a junk hard drive. I don't expect a store to sell a $500 junk computer, if that's what I expected to happen then I would not have saved stuff in that computer nor should I have to spend money to retrieve the stuff on the computer considering I bought the computer brand new a few months ago. Atleast I now know how best buy treats customers that they sell junk product to and will never make the same mistake again if shopping at best buy. Now I have a junk computer that I can't fix because I don't have enough money to back up my date from the junk hardrive. Thank you Best Buy for allowing me to waste $500 to purchase a junk computer you sold me at your store. There is a  reason why so many best buy stores are closing and why there is literally thousands of customer compaints about best buy online. That reason is lack of care for your customers and horrible customer service. I sure hope it was worth losing yet another customer forever.

August 3, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as one of our corporate team members is assisting the customer with regarding to the ordering system issues in question.  We...

are currently working towards a resolution with the customer.  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,
We cannot determine what was said during the time of sale. While our sales team are there to offer suggestions on insights on products, it is at our consumers discretion to purchase the merchandise.
The store has offered a viable work around for this issue by recommending the use of...

the Amazon Stick.
Kind regards,
Ash E

Dear Revdex.com,Thank you for bringing this to our attention.  Best Buy partners with a company called The Retail Equation to monitor our returns. They also partner with many other retailers across the country in the same manner. They collect the encrypted data from the ID and use the...

historical data from previous returns at Best Buy to either allow or deny a return. If there is a large history of returned items, future returns may be denied. We have also verified that an exception return was allowed for the Surface laptop in question on 4/13/2016. Best Buy considers this case closed.Thanks,

Dear Revdex.com - Our records show that a new television has been shipped to the customer and should be delivered via UPS on Wednesday, August 24th.  The customer will need to have someone present to sign for the delivery.  Regards, Amy

Dear Revdex.com,  Thank you for brining this matter to our attention. Upon reviewing this we have verified that the customer has contacted our customer service department who has been able to address his concerns. Per the order, he was refunded the amount in question. Thank you.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention again.  We have followed up with the store directly to ensure we are not missing anything with the customer's concerns. After the issue was brought to our attention in January of 2016, the store pulled an inventory report of the televisions and did not find any discrepancies, adjustments or issues with inventory in store. Therefore, we are not able to validate that the customer received the wrong model.  Ultimately, the customers purchased this product during our holiday return period, which means that they had an extended period to bring the issue to our attention. Unfortunately, they did not. After the store verified they did not have any inadequacies with our inventory, we denied the exchange. That answer remains the same today, and we will not be addressing this complaint any further.  Best regards,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

October 13, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as a refund was processed and the customer was informed of the turn time on a mail check refund.  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

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   We apologize for any damaged they described to their home during the repair and replacement process for the fridge under the Geek Squad Protection (GSP) plan coverage benefits.   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.   To report the damage to the Pergo floor, Ms. [redacted] can contact Sedgwick directly at ###-###-#### in filing a damage claim. When the claim is reported, it will be assigned to a claims adjustor who will contact Ms. [redacted] directly and for any questions or current status of the claim, Sedgwick can be reached at ###-###-#### for status updates.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Without a Receipt or any kind of order information it is not possible to create refund.  If the Customer will provide the information requested we will be happy to refund the $50 Thank youLarry S

Dear Revdex.com, We have investigated this matter and reject the customer’s request for a replacement.  The refrigerator was originally purchased online using Mobile Web and not at the Best Buy in Lynwood, Washington as stated in the Complaint.  The published specification and product features...

of this product on our web site do not specify that it has a garage kit or is garage ready.  As for the “leveling and stability issue the customer was reimbursed $305.11 and was refunded an additional $100 for scratches and delays.  There were no prior complaints until 12/18/2016 concerning the “Garage Kit” matter. Best Buy considers this matter resolved. Thank you

Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
To Whom It May Concern:
Best Buy is unable to respond appropriately to Mr. [redacted] concerns without further information regarding the matter. We would need the customer service PIN number from the original store...

receipt or order number and the location where he was denied the return/exchange. 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

Initial Business Response /* (1000, 5, 2016/01/05) */
Hello, I am Brian on the Executive Resolution Team at Best Buy.
I am sorry to hear of this experience, and that the bundle that was purchased did not qualify for the $50 gift card promotion.
I am ordering a $50 Best Buy gift card to be...

mailed to Ms. [redacted]. That gift card will arrive to the address cited on this complaint within approximately 2-3 weeks.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian [redacted]
Executive Resolution Team
Best Buy
Brian.[redacted]@BestBuy.com

Revdex.com,  Thank you for bringing this to our attention. Please know that we have a 15 day return and exchange promise as the retailer, and the unit was purchased in August of 2016. Additionally, the sole holder of the customer's warranty is the manufacturer. We do offer our geek Squad Protection;...

however, the customer opted not to purchase this at the time of sale. This is totally within the customer's right; however, this means that the customer would need to address their quality and service concerns with the manufacturer who is the maker of the unit.  Regarding the vacuum, I could not locate any purchase for this; however, the same response as above would apply if the customer is outside of the 15 days return and exchange policy, and does not have geek Squad Protection.  Thank you again  for allowing us to address these concerns.   Regards, Sarah L.

Dear Revdex.com, Have finally been able to reach customer,  in the process of finding a workable appointment for the Mr. [redacted]. Customer wishes to keep this complaint activeuntil final resolution is found. Thank you,Larry S

Initial Business Response /* (1000, 7, 2015/12/24) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
Under the terms and conditions of the Geek Squad Protection (GSP) plan that covered the television, replacement is to be a comparable unit (not...

necessarily identical) UP TO the original purchase price, or a store credit in the amount of a comparable unit UP TO the original purchase price. As the television was purchased in 2012, a comparable unit will cost less in 2015.
I have shared this complaint with management of the Best Buy store in Amherst, NY. The General Manager, Tim, has let me know that a comparable 1080p model television currently is approximately $480. As Mr. [redacted] was unhappy with this, Tim identified a a better unit as a replacement, which had a selling price of $999.99. Mr. [redacted] was unhappy with that as well.
Ultimately, Tim offered Mr. [redacted] a Sony model 55X850. This is a premium 4k television. It is better than the TV he currently has in almost every way, from clarity, color and contrast. It may be thicker than the original unit, but it has an equal or better refresh rate, and it has the exact same number of inputs and even USB inputs as the original unit; Mr. [redacted] stressed that was important to him. Mr. [redacted] declined this offer as well.
We invite Mr. [redacted] to go to the store for this replacement television, or for a store credit in the amount of that television. This is above and beyond the provisions of the GSP contract, and will remain Best Buy's final position on the matter.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for a thin TV and the TV that they are offering me is more than twice as thick. I do not believe that that is comparable. It will completely change the profile of the TV on my wall. $480 is insulting The retail cost of my TV when I bought it was $3000. A quick google shopping search of my model number will show that Best Buy is being deceitful. If Best Buy cannot produce a TV that is spec for spec then please refund my money plus tax. I find it truly disturbing that I even have to make this argument considering the thousands I have spent at this store and other best buy stores over the last 10 years. Best Buy I implore you please take care... you are loosing a valuable/loyal customer here. Please reconsider
Final Business Response /* (4000, 11, 2016/01/05) */
As there is no new information in this rebuttal, and as Best Buy has also responded to an Attorney General complaint regarding this, I must refer to my original response as Best Buy's final position on this matter.
Sincerely,
Brian [redacted]
Executive Resolution Team
Best Buy

Dear Revdex.com,   Thank you for your partnership in bringing this matter to our attention.  Correspondence regarding the matter has been brought to our Executive Resolution Team for proper review. At this time, we feel that Best Buy has fully addressed the customers concerns while he was at the...

store, and was provided an exception in the form of a gift card.   Based on our Extended Holiday Return and Exchange Policy, it states; Customers can buy 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 14, 2018. Purchases made October 29 through December 30, 2017 have an extended return period through January 14, 2018, excluding cell phones, devices that can be activated, AppleCare monthly plans, and Vivint products. All other terms and conditions of our Return & Exchange Promise apply. Unfortunately, situations that are out of our control are not our responsibility. Based on the date of the snow storm, the customer had more than a week to return the product to the store.   Respectfully, Bethany H.

Initial Business Response /* (1000, 10, 2015/09/25) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about order number [redacted]. 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. I will be happy to refund you the 25.00 in the form of a check mailed to:
[redacted]
Smyrna, TN 37167
Is this correct? [redacted], again I apologize for your experience, as we value your business. 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]