Best Buy Stores, LP - US Headquarters

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, Thank you for bringing this to our attention. The written terms and conditions of the Geek Squad Protection plan, which the customer agreed to at the time of purchase, specifically state that you may be required to secure your replacement with a credit card. The same terms and conditions...

also specify the service fee requirement the customer describes. Best Buy will not be able to waive the service fee. Sincerely, Best Buy Executive Offices

Dear Revdex.com,Thank you bringing this concern to our attention.Best Buy has retained the services of a third party administrator for Best Buys 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. We have an open active claim for this matter. For any questions or current status of the claim we encourage Mr. [redacted] to contact Sedgwick directly.Thank you,Gail D.

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!

Dear Revdex.com,
Thank you for bringing Miss [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
Best Buy provides service for products in accordance with the terms and conditions of the Geek Squad Protection (GSP) plan the...

customer purchased. Since the 30 day redo period for service has passed, the customer would need to pay any applicable fees on a new service request. The terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx.
Regards,
Kathryn S.

Initial Business Response /* (1000, 5, 2015/07/14) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We have verified the actions taken and assistance offered by Best Buy associates and this matter is being handled accordingly. Best Buy does not compensate for "inconvenience"....


The pricing of our Open Items is relevant to the condition of the specific unit, not the generic model. Not all Open Item products of same model are priced the same exact amount.
The last documented interaction from 07/11/2015 details a resolution to return the product/s and an offer to "re-ship" replacements once our return center receives the send items.
Best Buy has addressed this concern and will take no further action at this time.
For further assistance with this process, please call 1-888-Best-Buy and we will rectify accordingly.
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Open Boxes were marked Excellent and they were not in that condition. I kept having to return tvs that were not the condition listed.

Revdex.com, Thank you for bringing this to our attention. We unfortunately have no record of this customer in our system, and cannot locate any purchase information. Please have the customer respond with any additional information we might have to locate him in our systems, along with copies of his...

receipts, and the store location he was working with. If the customer does not have receipts, please have him provide the Customer Service PIN located on these receipts. We can find them in our system with that information, Thank you. Regards, Sarah L.

Dear Revdex.com,Best Buy stands firm with our previous response. We are unable to substantiate the customer's claim of what was told to him during the time of sale. The local store has provided a viable work around to his issue.Respectfully,Ash E

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Revdex.com:
Thank you for bringing this customer's concern to our attention. On behalf of Best Buy, I apologize for any frustration that this matter may have caused.
Our records indicate that the customer's order was...

refunded in full as of 07/24/2015. I apologize for the delay and the difficulties encountered after the order was placed. As per our website's conditions of use, we cannot confirm the availability or price of an item until you place your order. Despite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order.
The TV on the order has been discontinued and as such, we would be unable to ship a new unit to the customer. As a customer service gesture, I've requested a $** Best Buy gift card for the customer which will be sent to address provided. The customer can expect to receive this gift card in the mail within the next two weeks.
Sincerely,
Ana T
Executive Resolution Team

June 13, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed Mr. S[redacted] concerns in the previous correspondence forwarded to your office as the services have been performed under the terms of the service Plan and our position remains unchanged.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,       Sincerely,     Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Tell us why here...

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the monthly Geek Squad Protection (GSP) plan purchased with their phone to our attention.   When customers sign the point of purchase box to verify signature, the customers agree to the terms...

and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy – and available on our website too. Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C.   The purchase receipt received by [redacted] on 09/16/2015 states the following regarding recurring monthly charges for GSP plan coverage:   “MONTHLY GSP COMPLETE ADH For each claim, your GSP Service Fee will be $199.99 and your Loss and Theft insurance deductible will be $249.99.”   “You have purchased month to month plans, which automatically renew until canceled. Your credit card will be charged on a monthly basis for the plans identified on this receipt. Call 1-888 Best Buy to cancel either the GSP or Loss and Theft plan.”   “My card will be charged monthly for the GSP plan and Loss & Theft insurance. I agree to receive by email the terms at bestbuy.com/servicestermsconditions. Service fees and claim limits apply.”   Our service team never received a phone call at the 1-800 above to cancel the plan prior to 10/19/2016. The Geek Squad service team has cancelled the monthly billing plans per [redacted]’s request and provided as a customer gesture credit to their credit card account in the amount of $10.99.   Based on the above information customer received at the time of purchase printed on the receipt, we would be unable to accommodate their refund request for the previous charges before contacting our company.   As a customer service gesture of goodwill we will be sending a check from our corporate office in the amount of  $70.00. The check should be received in approximately 7 to 10 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello Ms. [redacted], Thank you for contacting Best Buy through the office of the Revdex.com about the delivery of your television, purchased on BestBuy.com. I am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters. I apologize to you for the delivery and scheduling...

issues, and I understand the frustration that this situation must have caused for you. We value feedback such as this, as it helps us make decisions for the future of our company. I understand that your television has been delivered, and I hope that it serves you well for years to come. I see that a $65.00 refund was processed back to your credit card on April 10th as a customer service gesture to you; I have just applied a further $35.00 refund, to bring the total discount to $100.00 as our invitation to shop with us again in the future. Again, I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation, and for being our customer. Respectfully, Brian P [redacted] Executive Resolution Specialist

I am rejecting this response because:I have records of the calls that I have made to best buy where they have acknowledged my coverage. If the coverage was not valid after the 19th, I was mislead that it did.

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 giving us the opportunity to address this concern. The customer claims they returned this order to Best Buy. Best Buy has not received the retuned items. Best Buy has decided to refund the remaining amount of this order. The customers return order # is [redacted] 7/13/17. He...

should receive the credit card refund in 3 to 5 business days. Thank you,Gail D.

I am rejecting this response because:
I didn't not receive any refund for the extended warranty what records state that information? If Best Buy stated they refunded the warranty that is false information.

I am rejecting this response because: A)  The item is beyond the return date; B) the reason I am beyond the return date is solely and directly due to the negligence of the Customer Service division in failing to inform me that I cannot return the item via mail.  C)  The negligence was also due to the fact that I was informed that I can return the item via UPS, at my cost. Had I not contacted the Customer Service division repeatedly, I would never have learned that the return ticket was denied.  Thereby, any chance of returning the defective product is reduced by the negligence of Best Buy's customer support team.

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by the customer when dealing with this.  Please know that we have contacted our customer directly to help resolve this issue.  Thank you.

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, Thank you for bringing this to our attention. We are deeply sorry to hear about the customer's experience. Our Department of Defense has tried to reach the customer to discuss, and has received no return call. If the customer would like to continue, they can reach back out to Debra [redacted] at...

###-###-####. Thank you again for allowing us the opportunity to address these concerns.  Regards, Sarah L.