Best Buy Stores, LP - US Headquarters

I am...

rejecting this response because: Final resolution is not yet complete. I received the attached refund notice on October 8. I was able to schedule the physical return of the dryer on October 16 (see attachement "Dryer Refund"). As of today I do not see the refund in process on my credit card. Further the previously agreed additional reimbursement of $300, for my and my tenant's costs incurred in dealing with Best Buy's inability to deliver what was order despite 3 attempts, has not been done; the brick & mortar store claimed to not be aware of this agreement. I submitted the attachments to Mr. David [redacted] today to request method & timing of the reimbursement. Please note that I voluntarily agreed to reduce the amount from the agreed upon $400, down to $300, since I was not able to convert my home to use the electric dryer.Once the full amount is received (~$871) I will consider this matter closed and accept the company's resolution of this complaint.

I am rejecting this response because: It sounds like Best buy is holding the consumer responsible for their failure to document the consumers concern regarding the malfunctioning of the speakers. Shame on Best buy for not holding their employees accountable for their lack of integrity in substantiating this consumers verbal contact with the store. The Best buy representative told me that the speaker system was not in stock and that," he was not sure when they would restock those speaker system and said that I should contact the Manufacturer because the have a manufacturers warranty in effect."  It is unacceptable for Best buy to claim no "KNOWLEDGE" of their own practices" The Manufacturer referred me back to Best Buy because according to them Best buy was within their store time frame to receive and return the speaker system to them. It was my hope that the Revdex.com would pursue the Manufacturer because of their one year manufactures warranty. The consumers only resolve was to seek help from the Revdex.com because Best buy and the Manufacturer tossing the consumer back and forth between the two companies to determine who would actually resolve this matter. The woofers work I simply want the Dancing Water Speakers replaced. Thank you for your continued assistance.

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. I have received payment for the estimate of the damage, and it should be repaired in the beginning of January. Thank you for your time and attention to this matter.~[redacted]

Dear Revdex.com, Thank you for forwarding Ms. [redacted]e's concerns to our attention again.  To reiterate our previous response, the product was purchased nearly 10 months ago, and we have no way to substantiate what may or may not have been said during the time of sale. Our return and exchange period is clearly printed on the receipt and is also available online. Since the customer chose to not purchase an extended warranty through Geek Squad, she must continue to work with terms and conditions of the manufacturer as her warranty is held through them, not Best Buy. We will not be replacing the items for the customer and consider this issue closed.  Sincerely,Kelsey F.

Initial Business Response /* (1000, 9, 2015/07/20) */
July 20, 2015
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the product in question has since been exchanged. Nevertheless, please forward any...

additional concerns to our office and we will respond accordingly.
Sincerely,
[redacted]
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product was replaced as I did not receive a response when I tried to call or talk to the manager - I had no other option. Furthermore, I paid for the warranty that I was promised.
Again, I am looking to have BestBuy follow through with their promises and take responsibility for their actions as well as the headache their poor customer service provided.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the 25% off discount coupon 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 them directly and providing an $** Best Buy gift card as a customer service gesture. Mr. [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

Dear Revdex.com,Thank you for bringing the consumer's concern to our attention. We have been able to confirm that the customer was able to pick up the item in question. We have reached out to the consumer to apologize for the inconvenience any miscommunication may have caused. We invite the consumer to...

reach out to us if they have any further questions or concerns. Best Buy considers this matter concluded. Thank you for your time.Sincerely,Alex S.

Dear Revdex.com,   We apologize for any frustration or inconveniences this may have caused the customer.  With that said this TV was purchased on 11/27/2016.  Our company was notified of the problem with the TV on 9/20/17.  The request for the desired settlement is well outside of Best Buy's return policy.  Best Buy would not be able to accommodate the requests.  We consider this matter closed. Sincerely, Scott M.

September 26, 2017
 

To Whom It May Concern:
 
Best Buy feels that we have fully addressed Mr. [redacted]’s concerns in the previous correspondence sent to him dated September 21st, 2017 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
 
Enclosure:

[redacted]-BBY
[redacted]
Private
Re: Gift Card Issue
Hello [redacted],

I hope you are doing well! I wanted to let you know you should now be seeing your gift cards refunded.

As for providing you with SKU 5541300 instead for the same price, I understand this may have been promised based on the 2-year contract price. However, we would not be able to override the 2-year contract as the agent seemed to have imagined. However, SKU 5662204 is a refurbished, rose gold, wi-fi only unit, much like the original unit you had selected. If you wish, I would be delighted to look into matching the price on this unit for you.

Sincerely,
[redacted] | Social Media Specialist | Best Buy Corporate
0 sec ago Response dated 9/21/2017

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. I can not do returns at the local store so they led that the only was is over the phone I could get the match done. Thanks for all the help in getting to a resolution and I hope that this does not happen to anyone else in the near future.

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.  While we do see the customer has a Geek Squad Tech Support plan, this is not the type of warranty that utilizes an "No-Lemon" policy as it is not...

a plan that covers hardware defects of the computer. The customer does have a Geek Squad Protection plan, which is the plan that would cover an exchange, but the computer has not sustained enough qualifying repairs to warrant an exchange. Qualifying repairs consist of internal hardware failure that is not the result of accidental handling. This computer has had two qualifying repairs so far and would need another. At this time, we will not be providing an exchange on the computer and encourage the customer to utilize the repair option under the GSP.  Sincerely,Kelsey F.

I am rejecting this response because:I was called by Rhonda and Sara and was told that the refund was processed. Its been more than 7 days now and I have not yet received the money back on my credit card. I called Rhonda again on Wednesday (Dec 14) and she asked me to wait few more day. I am really frustrated because its more than 7 days and still I don't see the credit back on my credit card. So I am not sure if the refund has actually gone through successfully.

Dear Revdex.com: This refund must be processed by the retail store. I am engaging them now and either myself or the store leadership will follow up with the customer.

I am rejecting this response because:
lets wait till tomorrow and see if it actually shows up.

Initial Business Response /* (1000, 10, 2015/08/05) */
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.
The customer's local store had been working with their AT&T...

representative for a resolution. The AT&T rep noted it appears the customer cancelled the lines of service through the carrier. AT&T is checking into what was done, and we will provide another update once we have more information.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of Best Buy's deception, I had no choice but to switch to Sprint...another carrier. This switch is not something I wanted, but my hand was forced because of Best Buy. The "switch" cost me untold hours on the phone and at the store, as well as $137.50 to facilitate the switch. Now I am out the money, out all of the time that I invested, and I am stuck with an inferior service carrier. I would at least like to be reimbursed the $137.50 that I had to pay to Sprint, and I would still like a formal "personal" apology.
Final Business Response /* (4000, 15, 2015/08/17) */
Dear Revdex.com,
I have been advised that AT&T agreed to refund all charges and waive any cancellations fees provided the phones were returned. The customer decided to open service with Sprint, and the store offered cases and screen protectors for the new phones. Since AT&T refunded all charges and waived cancellation fees, the customer had a clean slate to obtain service, and Best Buy will not be reimbursing any monies the customer paid to a new carrier.
Regards,
Kathryn S.

December 14, 2016     To Whom It May Concern:   Best Buy strives to deliver great experiences for our customers – and to keep our prices low.  Like many retailers, we use a third party (The Retail Equation, or TRE) to help prevent losses by detecting improper or excessive...

returns. Several factors are used within the proprietary algorithms to determine whether when a Warn or Deny will be issued. If [redacted] was cautioned or denied a return, he may request a copy of his Return Activity Report by calling ###-###-####. After receiving his Return Activity Report, if he disputes the accuracy of it, he will have directions on how to dispute the report. This is part of our overall policy on returns and exchanges, available at www.BestBuy.com/Returns and in our stores.   Sincerely,       Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

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.My complaint was assigned ID [redacted].  I contacted you and the store again and they have agreed to the $100...

adjustment. This claim can be stopped, I appreciate the quick response. Thanks! [redacted]

Dear Revdex.com - The General Manager of the location that the customer was in contact with reports that she has reached out three times and left messages for the customer.  Best Buy will not be making any offer to the customer regarding her television.  The General Manager is reaching out as a courtesy as the customer was upset with the follow through of one of the store employees.  Regards, Amy C.

Initial Business Response /* (1000, 5, 2016/02/11) */
Hello Ms. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your son's headphones. My name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.
I am...

sorry to hear about the difficulty that you have had with your headphones, 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
Thank you so much for taking the time to talk to me this afternoon and provide your purchase information.
After researching your issue, I must inform you that reason for your return denial was because the product was far outside of our return and exchange policy. Unfortunately, outside of the return and exchange policy, the manufacturer of your headphones requires that the product be returned directly to them through their claims process. Best Buy is only able to provide support on Turtle Beach headphones in instances in which a Geek Squad Protection plan has been purchased, or within the return and exchange period listed on the receipt of your transaction.
For repair or replacement of your headphones, you must go to the following website:
http://www.turtlebeach.com/contact-support
Again, I apologize for your experience, as we truly do value your business.
Thank you again for making Best Buy aware of this situation.
Kindest regards,
Cassie E.

Dear Revdex.com: Thank you for this referral. Upon review, I found that the customer was only refunded $25.41 to his credit card. The remainder technically should have been refunded to his gift cards, but it never was for some odd reason. I have now issued the $215 refund back to his credit card, rather to...

the gift cards. He should see those funds in 3-5 business days. Thanks!