Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you sending this on for completion. I have requested a credit card refund for 75.00, as a service gesture, since his benefits were not utilized. It will post within 3-5 business days. This issue is now closed.

Dear Revdex.com,Thank you for contacting us regarding this matter.  After reviewing the internal information in our system, Best Buy has verified the appointment that was scheduled on 6/7/16 and took place on 6/10/16.  After the appointment was completed, the customer contacted Best buy for...

additional service.  Best Buy has attempted to schedule a return visit to get the issues the client is facing addressed.  Voice mail messages have been left for the customer.  As soon as we hear back from the customer, the appointment will be rescheduled.  Thank you,David M.

Dear Revdex.com,
Thank you for bringing this matter to our attention. Our records indicate that Mr. [redacted] ordered a [redacted] dryer on 02/20/16. Unfortunately the order was cancelled due to the item no longer available in our stock. There is no estimate of when it would become available...

therefore Mr. [redacted] will need to reselect an item if would like to proceed with a purchase through Best Buy.
Thank you.

Dear Revdex.com,Thank you allowing us the opportunity to address this customers concern. Best Buy has been in contact with the customer and have reached an agreement to close the case.Thank you Gail D.

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused. The customer is currently within his return/exchange period, and our records indicate he has requested a return label from our support teams. If the customer...

would like to return the item sooner, he could bring it to his closest Best Buy store.  Best Buy considers this matter fully addressed.  Sincerely,Kelsey F.

Dear Revdex.com, Thank you for bringing this concern to our attention. Due to [redacted]’s refund concern, a $[redacted] gift card has been requested and the customer should receive the gift card within three weeks at her [redacted] mailing address.   Thank you,   Dean [redacted] Executive...

Resolution Specialist ###-###-####

Dear Revdex.com,Thank you for brining the [redacted]'s experience to our attention. We do want to apologize for any inconveniences that may have arisen from this but are happy they were able to get their television replaced.We do want to note the case notes indicate Patrick did indeed schedule the original...

appointment on 3/11/17 from 8-12 as he instead, with a note of a 30 minute call ahead. As he stated, there must have been a computer glitch. In bringing this to our attention we are able to document properly and the correct teams can look into this, thank you. Regarding the $50 gift card. Patrick did request this to be created and we see it has been processed. Please allow around 10-14 business days for this from the original request. The customer should be receiving this soon. Please direct the [redacted]'s to visit our website (link below) and review the Geek Squad Protection Plan for any questions. It states, "We'll reinstall your repaired TV if we originally delivered or installed it ". This also applies to the replacement television. They were correctly informed this is not a free service that would offered for the replacement television. We are sorry for any possible confusion around that. Best Buy feels we have fully addressed the concerns at hand. Nonetheless, please forward any additional questions.http://www.bestbuy.com/site/geek-squad-protection/tv-home-theater-prot...⇄ you,Best Buy

Revdex.com, Thank you for bringing this to our attention. We are deeply sorry for the frustration. I reached out to Sedgwick leadership, and they advised that the check was mailed out on 12/5/2017. They can see that the check has not, however, been cashed. Please know that they are having the adjustor...

reach back out to the customer so the check can be reissued ASAP if needed. Thank you again for allowing us to address the customer's concerns, as we always strive for excellence.  Regards, Sarah L.

Initial Business Response /* (1000, 10, 2015/06/17) */
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.
At the time of sale, the associate was going over three different plans...

with the customer. The customer ultimately signed a contract with [redacted] for a $1 per month per line lease. One of the other plans included a $19 bill credit, but that option was not on the same plan that had the $1 per month per line lease. The customer believed he should have received both options on his plan and was dissatisfied. The store worked with their [redacted] representative who ended up providing a $120 bill credit as the customer indicated he would be happy with that resolution. The customer later came back saying he was still not satisfied.
Since [redacted] does not have a plan that includes both a $1 per month per line lease as well as a $19 bill credit, they were unable to offer the customer what he wanted. The customer indicated he wanted to return the phones and sign a contract with a different carrier. [redacted] made a one-time exception and terminated the customer's contracts with no penalty fees. Best Buy made a one-time exception and accepted a return on the two phones.
Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I were not expecting to get both a $1 phone and a $19 credit. The plan was to get a $19 credit which would make the phone $1. That one dollar cost was to be the lease price of each phone for 24 months. After those 24 months we would be able to continue paying $1 lease for each phone (because of that $19 credit) or we could have opted to trade them in for new phones to be leased. That agreement was not honored on the part of Best Buy because we were expected to pay full price for the phones over the length of the contract.
Over the course of three months, I went up to Best Buy each month when I received my bill and each time, the manager for Best Buy Mobile told me the $19 credit per phone would be on my next bill.
After three months our bill was still not correct which was when they proceeded to tell us that the plan we were originally offered was not available.
We were never told that prior to then. Every time I went up to Best Buy I was told that I would receive communication about the status of our account but never received this communication. That is the reason I went to the store every month after receiving the incorrect bill.
Final Business Response /* (4000, 14, 2015/06/23) */
Dear Revdex.com:
Best Buy feels that we have fully addressed Mr. [redacted]'s concerns that were forwarded to your office in our previous response and we maintain our position.
Both [redacted] and Best Buy made one-time exceptions, and cancelled the customer's contract without penalty and returned the purchased for a refund, respectively. Service has been terminated and the customer is no longer being billed. Best Buy considers the matter resolved.
Regards,
Kathryn S.

Dear Revdex.com, We need to review the coupon the customer used on the order as some coupons specify that only one coupon may be applied per order. Please provide a copy of the coupon that was accepted on the order including the terms and conditions. Regards, Kathryn S.

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.   We have sent a $150 gift card via email to the customer and are re-sending a $200 check. Best Buy considers the matter...

closed.   Regards, Kathryn S.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. Our records indicate the customer's product was replaced already and the store was able to resolve. Best Buy considers this matter fully...

addressed. Sincerely, Kelsey F.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the iPad they wished to purchase from our online store on Memorial Day weekend.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet...

their expectations. After receiving Ms. [redacted]’s Revdex.com complaint, we contacted customer directly by telephone and informed them under conditions of use on our website, we reserve the right to cancel orders if stock is limited and pricing issues as well.   As a customer service gesture of goodwill, we have sent Ms. [redacted] a $[redacted] Best Buy gift card from our corporate office. Ms. [redacted] accepted the gift card as resolution.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

September 2, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office in our last correspondence dated August 12th, 2016 and our position remains unchanged.  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 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 experienced during the SNES...

release.  We have actively reached out to the customer and came to a resolution at this time.  The proper leadership was also notified of the situation.  Best Regards, Amanda H.

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer brought the television in to complete a return/exchange or repair after the issues on 12/19/15. During the initial check in, associates observed that the screen was...

cracked due to "Impact Damage." The terms and conditions for the Insignia television that was purchased can be found here http://www.insigniaproducts.com/products/televisions/NS-40D420NA16.html (under the Support/Downloads tab). The warranty does not cover items including: Cosmetic damage, Damage due to acts of God, such as power surges, Accident(s), Misuse, Abuse, and Negligence. The cause of the issue was deemed "Impact Damage," which is attributed to an accident, misuse, abuse, and/or negligence. As a result, the manufacturer's warranty has been voided. The customer also purchased geek squad protection on the device. However, the damage that caused the cracking was deemed "Impact Damage" and this too voids the GSP warranty. GSP information can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat280100050012.c?id=p...⇄ Repairs will not be covered in this instance. The customer was made an offer to receive half off the purchase of a new television which as an exception and customer service gesture. This offer was refused. Best Buy considers the matter closed.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except Best Buy's decision. The TV was sitting while we were watching it when the damage occurred. It went to a blank screen, then it said no signal. When we reset the DirecTV box the crack appeared. My husband and I live alone there are no young children around. When these companies have these warranties they do not cover anything so why should we pay for them. It is unfair that I can not have a replacement. I will except 80% from Best Buy towards another TV and I will pay the other 20%. If you look at everything the watranty does not cover, which customers are not aware of, what do the warranty cover.
Final Business Response /* (4000, 9, 2016/01/14) */
Dear Revdex.com,
Best Buy must reiterate its' position in this matter. The customer brought the television in to complete a return/exchange or repair after the issues on 12/19/15. During the initial check in, associates observed that the screen was cracked due to "Impact Damage." The terms and conditions for the Insignia television that was purchased can be found here http://www.insigniaproducts.com/products/televisions/NS-40D420NA16.html (under the Support/Downloads tab). The warranty does not cover items including: Cosmetic damage, Damage due to acts of God, such as power surges, Accident(s), Misuse, Abuse, and Negligence. The cause of the issue was deemed "Impact Damage," which is attributed to an accident, misuse, abuse, and/or negligence. As a result, the manufacturer's warranty has been voided. The customer also purchased Geek Squad Protection (GSP) on the device. However, the damage that caused the cracking was deemed "Impact Damage" and this too voids the GSP warranty. Repairs will not be covered in this instance. The customer was made an offer to receive half off the purchase of a new television as an exception. This offer was refused. Best Buy considers the matter closed.
Thank you,

November 10, 2016 To Whom It May Concern: 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.  They have reviewed the claim, and have made a decision based on the validity of the...

claim and the information provided.  We are sorry if the customer is dissatisfied with the resolution they have provided; however, we must adhere to their decision and cannot mediate this matter.  All further questions can be directed to the assigned claims representative from Sedgwick that responded to the claim. 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,   Best Buy feels that we have fully addressed Mr. [redacted]’s concerns in the previous correspondence forwarded to your office on 09/06/16. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

February 24, 2017     To Whom It May Concern:   Best Buy feels that we have fully addressed Ms. [redacted]’s concerns...

that were forwarded to your office as another representative from our offices has already resolved the customer’s order concerns in full.  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  ###-###-####Direct  ###-###-####Fax  [redacted]  Ideation, Context, Maxmizer, Activator, Communication

Dear Revdex.com, Thank you for contacting us regarding this matter.  We apologize for the difficulties this customer encountered during this process.  When the service was scheduled, the cable needed to complete it was unavailable which created a delay in attempting to complete the work. ...

It does not appear there was clear communication about why the service was being delayed.  There was a pre-authorization charge tied to the service, but the charge does not fully process until the cable is ordered and installation completed.  The customer will not be charged for this service as it was not performed.  We contacted the local teams that would have been involved with this process and requested they contact the customer directly. They spoke with the customer and learned the customer has remedied the issue.  Again, we apologize for the difficulties.  We invite the customer to contact the local team directly at the number that was provided to her, if we can provide any support in the future. Best regards, Dave M.