Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 7, 2015/12/09) */
Dear [redacted]
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with your Pac Sales transaction. 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 have reached out to the Mike at the office location and made him aware of your concerns. I would like to have the opportunity to partner with them and see how they intend on making this situation right.
[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]
Initial Consumer Rebuttal /* (3000, 9, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would be difficult for me to "accept" this response at this time because I have been told by Michale [redacted] and also by Tyrus [redacted] that they would be considering ways to compensate me for the inconvenience and hardship, but there has yet to be any follow through on their part. I would like to have a resolution to this matter, but it continues to drag out.

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.

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.

March 28, 2017       To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns sent to your office by [redacted] in our previous correspondence with the customer copy enclosed dated March 23rd.2017.  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: Communication of March 23rd, 2017 Hello [redacted],   Welcome to the forum. I'm disheartened to read that you have received conflicting information regarding our Price Match Guarantee. The expectation is that our agents should be trained to provide you with accurate information from the first time you call and it doesn't sound like this was the case for you. I'm very sorry for all the frustration this conflicting information has caused. Our Price Match Guarantee is in place so you always receive the best price on your favorite electronics but there are conditions that must be met in order to qualify. I hope I can clarify these for you.   As you mentioned, perthe terms and conditions, the policy does not cover bundles or free items even when it involves our own sales. Please don't hesitate to let me know if you have any further questions.  Again, I'm very sorry for any misunderstanding, and I assure you I will be documenting your comments here at the corporate office for review and further training opportunities.    Thank you again for posting here on the forum.    Respectfully,    Maria|Social Media Specialist | Best Buy® Corporate

Initial Business Response /* (1000, 9, 2015/09/23) */
Dear Revdex.com,
I partnered with the Justin, who is the general manager of the Wausau, WI store. He said they would like to exchange the receiver as a customer service gesture. He said that [redacted] can go to the store and ask for him to get this...

resolved. I also requested that Justin contact [redacted] to set up a time for him to go in.
Thank you,
Dan [redacted]
Best Buy Executive Resolution Team

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.

Revdex.com,  Thank you for bringing this to our attention. We deeply apologize for the inconvenience, and can understand the frustration regarding the situation with WarranTech. Please know that I worked heavily with our WarranTech leaders. I did ask if an exception could be made for replacement...

several times; however, they did advise me that the unit must proceed with repair and that a replacement could not be authorized. This is a closed compressor system, meaning the parts are covered for a period of time by the manufacturer; however, WarranTech is covering the labor costs. The technicians that have been sent have been factory authorized technicians.  WarranTech was also asked if they would be willing and able to replace the bins; however, the parts are not covered per the plan's terms and conditions. They also cited that the parts were damaged by a system failure which is covered by the manufacturer, and they would have the responsibility for that.  The unit has now been successfully repaired, which I was very happy to hear. I would encourage the customer to reach out to the manufacturer regarding the bins, and to also further discuss any request for replacement. WarranTech has explained that they held to their contractual obligation; however, due to this being a closed system, the manufacturer holds the primary liability for what the customer is asking.  Thank you again for allowing us to address these concerns.   Regards,  Sarah L.

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. After reviewing the information provided, Best Buy is unable to provide a return or refund for the fridge as we...

are well beyond our allowed return policy. While we do sincerely apologize for any inconvenience experienced, the terms of Bestbuy.com state: “By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms ("Conditions of Use"). You also accept the Conditions of Use when you create an account, make a purchase as a guest, or log in to any Best Buy Property. Additional or separate terms may apply to your interactions with other Best Buy websites, Best Buy or Geek Squad® locations, and to your use of individual services or features available on a Best Buy Property, such as reviews. To the extent that the provisions of any additional terms conflict with these Conditions of Use, the provisions of the additional terms will govern Information on Our Site We try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-free. Prices and promotions are subject to change, and may vary from those offered in our stores. 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.” As informed to our customer in the previous case mentioned, information regarding model specifications are provided by the manufacturer to Best Buy. Beyond our allowed return time period, we recommend our customer continue to work with [redacted] if their product is not matching their provided specifications. Again, we offer our apologies for any inconvenience this may cause.  Best regards, Shane M. Executive Resolution Specialist Best Buy Co. INC.

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:
1) I DID NOT PICK UP THE PHONE BECAUSE THAT WILL PUT ME ON CONTRACT WITHOUT KNOWING WHAT ARE THE PRICE I WOULD BE PAYING.I AM CERTAIN NO ONE IN THEIR RIGHT MIND WOULD DO THAT.2) I MADE 3 CONTACT WITH BEST BUY 2 OPERATOR 1 SUPERVISOR, THEY ALL VERIFY THAT IS THE ADVERTISE PRICE, BUT COULD NOT NO MODIFY THE CONTRACT PRICE,THAT IS EXACTLY HOW IT GOT TO THE HEAD QUARTER , AND I HAD MORE THAN THE PICTURE TO PROOF THAT.3) I AM A ATT CUSTOMER FOR OVER 10 YEARS, THIS IS JUST A SIMPLE UPGRADE MY ACCOUNT BALANCE IS POSITIVE +$7004) I WILL ONLY ACCEPT THE OFFER OF $360 FOR EACH OF THE CELL PHONE DIFFERENT TOWARD ANOTHER CELL PHONE AT BEST BUY

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.

Dear Mr. and Mrs. [redacted], We are happy to hear that [redacted] will be issuing a replacement model for you under their warranty. Since they are the manufacturers of the product, any alleged defects would need to be address by them. The product was purchased brand new from us and it was severely damaged when the return attempt was made. Because the condition of the product, we denied the return, regardless of what may have happened.  We are not able to authorize or promise a full refund on the product should another return attempt be made, since the product being returned will not be the exact model that was sold, and because the item is now outside of the return period.  We recommend to continue working with [redacted] for the desired resolution. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

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 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.

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

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence has been brought to the Executive Resolution Team for proper review.  Best Buy would like to apologize for the inconveniences and frustrations this may have caused.  After review of the...

customer’s order(s) in the past, we reached out to our Fraud Risk team and they have resolved the issue from our corporate offices. Best Regards, Amanda

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

I am rejecting this response because:I did unlock the Iphone and it did not work.  We were called and tried to unlock the phone again.  This is unacceptable and I need to speak with someone higher in the organization.

Initial Business Response /* (1000, 5, 2016/02/29) */
Dear Revdex.com,
Best Buy was able to connect with Mr. [redacted] and provide him with the sale price on the phones that we desired.
Please let us know if you have any questions.
Thank you,
Cassie E.
Initial Consumer Rebuttal /* (2000, 7,...

2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: Unacceptable.  Best Buy clearly doesn't stand behind their products. They are aware of the mold issue involving front load washers and have no problem putting their customers health at risk. I'll be sure to post Best Buys refusal to stand behind the products they sell that can cause harm to the public. Sounds like a class action lawsuit waiting to happen.