Best Buy Stores, LP - US Headquarters

I am rejecting this response because: I tried to get it fixed while I did have the protection plan and they did not honor itThey looked at it twice and offered to send it for service for $and also told me it was bad out of the box from the manufacturerI contacted the manufacturer and was told since it was not purchased directly from them that I had to deal with Best BuyI should not have had to pay for serviceBest Buy did not honor the protection plan.Now they are saying that it is expiredTYPICAL!! There is a way to see that this machine has not been used

Dear Revdex.com,Thank you for bringing this matter to our attention When order BBY01- [redacted] was placed for the computer, included was digital download for webroot secure anywhere device month subscription When the computer order was cancelled, that was refunded but the webroot was not As a one time customer service gesture, an allowance has been applied to the bestbuy.com order to refund the customer $ Best Buy considers the matter resolved.Thank you,David M

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of Mr [redacted] 's cancelled online orderPlease know that we have reviewed the situation and have verified that the address information was entered in the incorrect boxes causing for the system not to recognize the address and subsequently cancelling the orderThe customer may place the order again but sale prices and availability are not guaranteed Additionally, the customer will need to fill out the order properly to ensure for order to go through Thank you

September 8, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] P [redacted] ’s concerns that were forwarded to your office as she has been informed that the transaction in question is too far outside of the return/exchange period and outside of the time frame for any changes to their service agreement 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 is there nothing that can be done I accept this I will no longer do business with Best Buy [redacted]

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

Revdex.com, Thank you for the additional informationPlease know that the customer's issue was software relatedSoftware related issues are not covered by the manufacturerAs such, we sold the customer Geek Squad Tech Support and serviced the computer under that plan Although the service was a paid service, the store called the customer and made a onetime exception to refund the cost of the plan Thank you for allowing us to address these concerns Regards, Sarah L

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 meI chatted with a representative from the business and we worked everything out

April 4, 2018To Whom It May Concern:Mr [redacted] was correctly informed by the store staff that the product in question was a UMRP product and the price could not be adjusted per our agreement with the manufacturer This is due to the fact that the product that they wanted to exchange their purchase for was a different model and inventory SKU number as it was a different colorNevertheless, in an effort to resolve this matter I have requested a check for Mr [redacted] in the amount of $to refund the difference in priceThe check will be processed and mailed in the next to business days Please forward any additional concerns to our office and we will respond accordingly Sincerely,Terrance [redacted] SrExecutive Resolution SpecialistBest Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Ms [redacted] when dealing with us Please know that we contacted Citibank, who is the party that owns the account, and verified that indeed is a private label accountThey have reviewed and unfortunately they are unable to switch the account to a Visa accountMsCarso will have to apply for another account if she would like a Visa account One other thing, we have called the customer and left a voice mail with our contact phone in case she would like to discuss this matter further Thank you

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Dear Revdex.com, Thank you for bringing this to our attentionThe Terms and Conditions of the Geek Squad Protection plan (GSP) state as follows: "All defective/malfunctioning gaming systems will be replaced with a product of like kind and quality of comparable performance using Geek Squad's Rapid Exchange process." Additionally, the GSP specifies that claim fees may applyIn any case, our total liability under the GSP is the purchase price originally paid for the productTherefore, it is possible there may be a fee imposed or a cost difference to receive a replacement As Best Buy is abiding by the written terms and conditions, we will not be able to provide for an immediate replacement in the store Sincerely, [redacted] Best Buy Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did you read my complaint fully? You have the device that I need and it is cheaper than at the time of purchaseYour Company Told Me To Buy A New One And seND Them A receipt Final Business Response / [redacted] (4000, 9, 2015/06/16) */ Dear Revdex.com, I apologize for the misunderstandingThe terms and conditions do allow us to reimburse customers for their replacementsThe customer should follow the process he was provided in the store Thank you, [redacted] Best Buy Corporate Office

Dear Revdex.com, Thank you for bringing this matter to our attention At the time of sale Mr [redacted] was presented with a contract that outlined that various charges to his account, both to his monthly service bill and for his phoneMr [redacted] signed acceptance of this contractThere is responsibility on the part of the customer to familiarize themselves with a contract prior to signing acceptance Additionally, Best Buy offers a day return and exchange periodOutside of that period, Best Buy is unable to affect change to a customer's contract, as the contract is held by the customer's carrierAny change of cancellation to that contract would result in an early termination fee being assessed by the carrierUnfortunately, best Buy has no way of mitigating this fee with the carrierWe would advise that Mr [redacted] work with his carrier directly if he had concerns he would like to address with his contractAfter working closely with the store, we were unable to determine that Mr [redacted] was provide with the incorrect informationMost phones now have both a monthly fee for the phone and for general monthly billing, which can be a change for some customersWe are sincerely sorry if there was any confusion Thank you again for bringing this matter to our attention Kindest regards, Cassie E Exec Res Sr

I am rejecting this response because: I have made significant returns, but also significant purchasesIf you review my account I generally return and buy something more expensiveI am not a criminal and I think it's unfair I am being treated like oneIf I had ever been notified of this return policy I would have followed itI want the block lifted and then I want to be notified properly of the return policyThank you!

Initial Business Response / [redacted] (1000, 10, 2015/11/09) */ Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters According to our records, your order was cancelled because the charge was not approved by CitibankBest Buy cannot proceed with an order on which the payment type has been declined by the bankBest Buy is not able to view your credit card limit, or funds available on your card As per the conditions of use for BestBuy.com,order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonIf we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the orderIf you would like to review the terms of use for our website, please refer to the following web address: http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/ [redacted] .c?id= [redacted] #use_confirmation Unfortunately, as the product is sold out, we will be unable to replace the order for you at this time Javier, I apologize for your disappointment, as we value your business Thank you for making Best Buy aware of this concern Sincerely, Cassie E

Dear Revdex.com, We have corrected the Kressa's account so that orders should no longer cancelWe apologize for the experience That exact model is not available on BestBuy.com anymoreHowever there are many other Compustart models bundled with Geek Squad installation still for saleFor the price difference and the inconvenience, I have requested that a $ [redacted] Best Buy gift card be mailed to [redacted] at the address listedIt will arrive in 2-weeks Thank you

Dear Revdex.com,Thank you bringing this concern to our attentionThe return order has been received and a refund has been processedBest Buy feels they have fully addressed this concernThank you,Gail D

Dear Revdex.com, Please advise the customer we have attempted to reach him via the phone number listed in the complaintPlease advise Mr [redacted] to return the phone callThank you,Best Buy

Dear Ms***,Thank you for bringing this matter to our attentionWe have verified that your order was cancelled and that you were able to purchase a television from the storeWe have also confirmed that a generous discount to the television was applied as an exception to our policy.We will be utilizing this experience to better our internal processes in the futureThank you again for taking the time to make Best Buy aware of this matter.Thanks,

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 with the phone the customer purchased The phone listed on the receipt is a universal IPhone, meaning it is not linked to a carrier at the time of purchase The phone needs to be unlocked by the carrier it is locked to not the vendor In our return exchange policy the customer has days from the time of purchase to return or exchange their purchase if it is not going to work for their needs We sincerely apologize about the experience but Best Buy is unable to offer further support on this matterBest Regards, Amanda

Thank you for sending this for reviewI have already been working with the customer since 12/when she called in and I offered to reimburse her the difference when paid for a different computer in storeI have requested an expedited check to the customer and she should receive it in 3-business daysThe check amount is $250.Sincerely, Karla [redacted]