Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for your partnership in bringing this matter to the attention of Best BuyCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review.We would like to offer our sincerest apologies for the frustration experienced during this purchaseI have reviewed the previous nteractions Mr [redacted] has had with our team, and have verified we have authorized a refund to the customer for the requested amountThis refund does typically take 3-business days to reflect in our customers account, and may not be visible yet as the refund process was started on 01/25/We sincerely apologize for any inconvenience this delay may cause.While Best Buy considers this matter closed, please feel free to bring any further information to our attention and we will respond accordingly.Thank you and best regards,Shane M.Executive resolution specialistBest Buy CoINC

Revdex.com, Thank you for bringing this to our attention After reviewing the purchase dates and billing cycle dates there was a misunderstanding of when the coverage ended, and no wrongful charges were madeRegards, Nick S

I am rejecting this response because: It is completely non-responsive to my complaint As I bought the device from Best Buy, I believe it is Best Buy's responsibility to "activate the order with the Verizon service plan." The response does not explain why the 'carrier financed plan" was not properly processed

I am rejecting this response because:Best Buy continues to say that the computer was not returned within the 15-day return period, however the malfunction occurred outside of the 15-days but within a month of the purchase This is a hardware issue that should not occur with a brand new computer and the offer to send it back to the manufacturer leaves me without the ability to work I would like Best Buy to exchange the computer for a fully functioning new computer (which is what I thought I was receiving when I purchased the computer) and Best Buy can then deal with the manufacturer regarding the faulty computer Best Buy is making this my problem and causing a hardship for me, the customer I would think that they would try to satisfy their customers and the contract they create when a purchase is madeBecause this purchase was an open box item, I believe that Best Buy did not exercise their required due diligence to confirm that the machine was working properly and selling it to a consumer as a fully functioning new machine was deceptive and has caused me to expend way too much time and energy dealing with trying to get this remedied.I will not drop this complaint until Best Buy agrees to replace my computer with one that works properlyI am happy to make this exchange as soon as Best Buy is in agreement and then we can consider this matter resolved.Thank you!

Hello Ms***,Thank you for contacting Best Buy through the office of the Revdex.com about your recent computer purchaseMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about any difficulty that you’ve had with your computer, and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company.After researching your issue, I found that your purchase was made in mid-January, and your computer delivered to you on January 18h ( [redacted] )Unfortunately, this falls outside of our day return and exchange policyAdditionally, we have been unable to substantiate that the computer received did not have the same specs as indicated on our websiteAs such, best Buy will be unable to provide you with a full refund or an exchange on this product According to our records you brought your computer into the geek squad on 03/29/to report that it was not connecting to Wi-FiOur technicians updated the date on your computer to resolve After researching this issue with the technicians that worked with you on your computer, there was no mention made of the fact that your computer did not have the correct specs nor did they observe any abnormalities with your computer.Unfortunately, best Buy does not offer months of warranty with the purchase of a computerMost products do come with a month manufacturer warranty, as does the computer purchased by you This warranty does not cover tech support or issues with softwareBest Buy does not have a partnership with Planitroi, and our records do not indicate that you were advised to work with this groupI would advise that you continue to work with our Geek Squad if you have questions regarding your computerAgain, I apologize for your experience, as we value your business.Kindest regards,Cassie EExec Res Sr

Revdex.com, Thank you for brining this to our attentionWith full respect to our customer, please know that our Return and Exchange promise is days, and we would not be able to return or exchange the unit in questionWhile we can appreciate the disappoint, please know that the customer's TV appears to function as normal; he will simply need to purchase a wireless router so he can use all features of the televisionThe unit is also still under warranty, which is also great newsIf the customer should need any diagnostic beyond this, Sony's warranty is good for year from the date of purchaseThank you again for allowing us to address our customer's concerns Regards, Sarah L

Dear Revdex.com,The customer has been refunded as of today 1/6/for lost Item on order # BBY01- [redacted] .We as very sorry for the delayIt may take up to hrs for the refund to appear in the customer's account depending on the Bank.Best Buy considers this matter resolved Thank you.Larry S

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are very sorry to hear of the setbacks endured by Mr [redacted] while contacting Best BuyPlease know that that Mr [redacted] is able to print and save his online purchase receipts from his Best Buy purchase accountAdditionally, Mr [redacted] has days from date of purchase to return or exchange most items with Best BuyUnfortunately, if that time has passed, Best Buy will no longer be able to accept any returns or exchangesBelow is the link to the sign in page for his account and a link to our return and exchange policy https://www-ssl.bestbuy.com/identity/signin?token=tid%3A5f070cda-a103-11e6-bf27-...⇄ you

Dear Revdex.com,Thank you for sending this for reviewI have called the customer to get the information needed to resolve this and have reached out to the General Manager and District Manager at that storeThe General Manager will be working with his Sprint rep today to get this resolved and will also follow up with the customer to let her know it has been taken care ofThis has been documented under case # [redacted] .Best regards,Karla [redacted]

I was contacted by Matthew, who closes out escalation issuesHe discovered that Ashley, who was assigned to handle my refund of the original order, had not refunded my total amount that was charged to my debit card, and she did not initiate the refund of the amount charged to my Best Buy credit cardAside from Ashley's total disregard for customer care and complete incompetence, Matthew was a blessing and bright light at the end of the tunnelHe immediately took ownership of situation and apologized for all that had gone wrongAlso he refunded the additional $dollars that Ashley had shorted me on my debit card, and finally refunded the other $back to my Best Buy credit cardHis care and work ethic made me want to place my order again with him, and give Best Buy another chance to make things rightSo I asked him to redo the order, to which he was able to provide a $discount On the delivery date, I received a call from Randy the deliverypersonHe was extremely nice and understanding of the level of detail and care to which this situation demandedWhen he arrived he and his partner Delan were very personable, considerate, and dedicated to getting the job done correctly and without hiccupsThey toom their time and installed my washer and dryer the right wayRandy even went the extra mile by reconnecting my dryer door to swing in the opposite direction so as not to hit my washing machine when openingI also received an additional call from [redacted] S., who also offered to send an additional $Best Buy gift card to use on a future purchase I am extremely happy and satisfied with the way Matthew, Randy, Delan, and [redacted] handled this second effort for Best BuyThey have restored my confidence in you organization, and I recommened that they all be rewarded, compensated, and commended for doing soI also recommend that Ashley either receives additional client care training immediately, or be immediately let go

Dear Revdex.com,Thank you for bringing this to our attentionOn 12/21/our Vallejo, CA store management exchanged the customer's Logitic keyboard as requested Thank you, Dean [redacted] Executive Resolution Specialist###-###-####

Dear Revdex.com,The price match requested by the customer cannot be verified The WalMart price for this item as of 1/23/is $245.19.Best Buy denies this request Best Buy Considers this matter resolved.Thank you

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com regarding your canceled order and the use of the Best Buy gift cards and the refunds to them and PayPalMy 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 youWe value feedback such as this, as it helps us make decisions for the future of our companyI would be more than happy to place another order for the gaming PC for you if you could reply to my response with the product SKU number as I was unable to locate it under order number BBY01- [redacted] ***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted]

Hello,We have reached out to the customer via telephone and was able to explain the repair process for Samsung mobile devices to [redacted] **In the article the customer referenced in his complaint it specifies that Samsung repairs on mobile phones at Best Buy is only in select store locationsThe article also provides a link to check the customer's area for the closest Best Buy store that offers the serviceI referred [redacted] to Samsung for repairs that may be covered under the manufacturers one year warranty, as [redacted] does not have any additional protection or service plan with Geek Squad or Best BuyBest Buy considers this matter resolvedThank you,Anthony W

November 11, 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 order in question was returned and a $Best Buy gift card was issued to the customer Therefore, Best Buy is unable to fulfill the request for the credit in question 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

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 meim awaiting the gift cardIt took several months for Best Buy to accept the return and send the labelFinally it appears to be resolved Thank you for all of your great assistance

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence has been given to our Executive Resolution Team for proper review At this time we are showing the order has since been cancelled and a new order has been placed for the customer at the agreed price Best Buy considers this matter closedBest Regards,

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ January 20, 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 process of the phone claims in question was performed and charged correctly under the terms and conditions of the planNevertheless, as an act of higher level customer service I have requested a $ [redacted] Best Buy gift card for [redacted] that will be processed and mailed in the next to business daysPlease forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here's why I don't feel that is a good response from the business: aside from the many concerns I listed above and the money I lost from them sending me a broken phone, and losing all contact information for sales prospects I was working with that week- the phone also has ALL of my personal information still on itBanking information, passwords, personal pictures and documents, etc Since the phone was working off and on the first few days I had it, I feel extremely uncomfortable sending it back without being able to factory reset it myselfI have tried getting it to work several times, and the screen will come on for a few seconds, but never long enough to wipe the phoneHard reset does not work either because of the screen not working If I don't send it back in time, I will be charged another $from best buyWith all the hassle this has already caused me, I am not interested in a $best buy gift card, as I do not plan on shopping at best buy again What I requested is a FULL REFUND, NOT GIFT-CARD for the $I paid for a broken phone, and a refund on at least SOME portion of what I've paid for the "protection plan"This has been an absolutely horrible experience and has cost me so much time and money I cannot retrieve, it is also a major invasion of privacy for me to be required to send a phone back with all of my personal information on it I have no interest in keeping the broken phoneI am doing everything I can to figure out how to wipe the phone before I send it back, but this should have NEVER been something I'd need to spend so much time on, AND I may have to find a tech person to figure out how to wipe it for me with a broken screen, which is yet another cost out of my pocket for best buy's mistake of sending out broken items I will continue to press this matter wherever necessary until I feel it is fairly resolved, as such a large business, it is NOT unreasonable for me to expect them to remedy their mistake that has caused me SO much unnecessary, time consuming stress Final Business Response / [redacted] (4000, 9, 2016/01/28) */ January 28, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] 's concerns in our previous correspondence dated January 20, and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Revdex.com: I received a refundThis resolution is satisfactory to me

10/16/2017To whom it may concern,After working with the customer due to extenuating circumstances, we have made a one time exception to our regular policy to provide the customer with a replacement Playstation Controller at no cost to the customer We now consider this issue resolved in it's entirety Nevertheless, should further issues arise, please feel free to reach out directly for assistance