Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for sending this on for us to review and respondThe reason that we swipe an ID for a return is to track for potential fraudIn the past we have had people who have abused our return policyWe partner with a company called The Retail Equation to monitor our returnsThey also partner with many other retailers across the country in the same mannerThey collect the encrypted data from the ID and use the historical data from previous returns at Best Buy to either allow or deny a returnIf there is a large history of returned items, future returns may be deniedCustomers will receive a warning before a return is deniedCustomers would be notified of a warned or denied return by receiving a warning or denial slip at the time of requesting a return or exchange at the storeThis slip includes the TRE transactin IDUntil approximately May 1, 2015, when a customer was warned, the slip specified a blackout period of days, after which the blackout period was typically automatically liftedThe Warn slips no longer specify a blackout time period; the period will be up to a year, but could be lifted sooner, depending on the customer's activityIf the customer has more questions or concerns, they may call The Retail Equation at ###-###-#### (Monday-Friday, 8am-5pm PT) as described on their warn/deny slip; TRE will discuss the details with the customer, and will also offer to provide the customer with their Return Activity Report (RAR)If a customer chooses to dispute information on their Return Activity Report, TRE will explain the process to that customerThank you!I am very sorry if this policy has caused you to take your business elsewhereIt is unfortunate that we had to enact such a policy due to a small number people taking advantage of the systemHopefully, I have better explained why this is necessaryIf you have any additional questions, or need any further clarification, feel free to contact me

Dear Revdex.com,Thank you for sending this for reviewI have partnered with our support team as to why the order was cancelled I do however have one last contact I can reach out to if the customer wants more informationThe initial answer was because we do not ship to freight forwardersI will follow up with the customer via email with that informationAs far as the order not going through with her debit card I will also let that team know if they are able to look into some more to provide a specific reasonBest Buy will not be providing a notarized letter to the customerPlease keep this response for your records that the orders cancelling or not going through will not affect the customers credit score.Thank you,Karla [redacted]

December 14, 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 returnsSeveral factors are used within the proprietary algorithms to determine whether when a Warn or Deny will be issuedIf [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 reportThis 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

I am rejecting this response because: I haven't even received the $and the $gift cards that were supposed to be mailed to me according to their reps and they dont even address the fact that the order was placed on the 26th and didnt arrive on the 29thIt never left their facility and thatvis their fault not the shipping companyAlso, as a elite rewards member I am supposed to get day shippingFinally they didnt address the issue of their reps and making me take an unnecessary trip to the store to be treated rudly by their manager

Dear Revdex.com,Thank you for forwarding Mr [redacted] 's concerns to us again As reiterated in the previous response, we will not be providing a refund or a replacementThe customer should continue to work with the police and his property management regarding the employee who he alleges stole the merchandise This response provides Best Buy's final stance on this issue.Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11432587, and find that this resolution is satisfactory to me.The General Manager reached out to me and was very helpful in resolving my issue and also mentioned training his staff appropriately so this doesn't happen to any other customersHe was very friendly and I appreciated his empathy regarding the situationI am pleased with Best Buy's prompt and friendly problem resolution process and we plan on continuing to be a Best Buy customerThank you to the Revdex.com and Best Buy for making this right!Sincerely, [redacted] ***

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 called Verizon again and it has been resolvedthank you for your help [redacted]

Revdex.com, Thank you for bringing this to our attentionPlease know we cannot corroborate the customer's claimWe show that the customer called on only once stating that a fraudulent charge was made, and asking for the unit to be picked up; however, the response was that we could not cancel the order, and the customer would need to open a fraud claimThere was no return label issued to the customerAlso, our process is just thatWe can send the customer a return label, or have them return it to the storeWe do not instruct a customer that we will call them back in a few daysWe issue a return label We have no other cases from the customer until recently with the same complaint as enclosedWe cannot validate anyone picked up this unit for the customer as there was no exchange or return initiated on the order whatsoeverI verified this in our order systemWhen we issue a return label, it will show on the order, and there will be a tracking number attached Although we are sorry for what the customer is going through, please know that Best Buy did not initiate or receive any return from the customer The customer should also have been following the instructions by their card with regards to the fraud claimIf the customer's card required payment, it would have been the customer's responsibility to make those payments Best Buy maintains no liability in this matter, and again, cannot corroborate the customer's claim of the item being arbitrarily picked up by a company unknown when no return label was issuedThank you for allowing us to address this matter Regards, Sarah L

Dear Revdex.com, Best Buy feels that we have fully addressed Ms***'s concerns that were forwarded to your office in our previous response and we maintain our positionThank you,Gail D

Initial Business Response / [redacted] (1000, 7, 2016/01/21) */ The following email was sent to the customer on 12/26/15: From: [redacted] , Dean Sent: Saturday, December 26, 2:PM To: [redacted] @hotmail.com Subject: FW: CUSTOMER COMPLAINT: Violations of Best Buy Code of Ethics Dear [redacted] : Thank you for contacting Best Buy about your damaged television concernI'm Dean with the Executive Resolution Team, and your email was forwarded to me for review I am very sorry to hear that there is a crack in the screen of your recently purchased [redacted] 65" televisionI appreciate your concerns and forwarded your feedback to our Melrose Park stores General and District managers attentionThey are willing to provide a one-time exception on replacing your television for a comparable open box or new television, up to the original price paidThe exception is based on inspecting your television for excessive damaged, and the offer is good till Friday, 1/1/ Thank you again for making Best Buy aware of your concernsPlease feel free to contact me with any questions or concerns Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted] @bestbuy Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted MrDean on 12/28/by email to advise that I would be out of town for the New Years Eve holiday and that I would be out of town on that date 01/01/and would not be able to meet that dead lineAlso called the corporate office and in speaking with a customer service representative explained that I sent dean the emailShe said that she would contact Mr [redacted] He did call me back and I was able to verbally advise Mr [redacted] the same thing that I sent him in the emailMr [redacted] advised me that he sent a message to the Best Buy in Melrose Park and would get back with meIt is now January and neither Mr [redacted] nor the management team from the Best Buy in Melrose Park has contact me backThe operation, including the HQ have very poor communication and follow up skillsAs you can see from all the other comments I sent in my initial complaintThis is UNACCEPTABLEI can't get the company to follow up with me At this point I think I want to take this a step further or file a complaint with the Attorney General Again, as a customer I am contacting them more than they are contacting meWHAT HAPPENED TO THE SUPERIOR CUSTOMER SERVICE THEY TALK ABOUT IN THEIR CODE OF ETHICS Final Business Response / [redacted] (1000, 13, 2016/02/03) */ Dear Revdex.com: We have contacted the customer via phone and email in response to Revdex.com case # [redacted] We have offered to replace the customer's 65" [redacted] television via a Digital Coupon at the original amount paidCustomer is satisfied Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted] @bestbuy.com

Revdex.com, Thank you for bringing this to our attentionPlease know that the store has tried to connect with the customer to reach a resolutionIf the customer would like further assistance, he can reach Jasmine at ###-###-####Thank you again for allowing us to address out customer's concern as we always strive for excellence Regards, Sarah L

Dear Revdex.com,The Customers concerns have been resolved.The Geek Squad Protection Plan has been reinstated and her account has been updated.If there are any questions, problems or concerns, please feel free to contact us Warmest Regards, Best Buy

Dear Revdex.com, Thank you for bringing Mr [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customerThe tracking number associated with the order, [redacted] , shows the package was delivered to the customer on 6/10/A claim was opened after the customer notified us that he gave the package to his doorman to return to UPSUPS confirmed the customer told them he accepted delivery, and then gave the package to his doorman to give back to UPSUPS did not receive the package from the doormanSince the tracking shows the package was delivered to the customer, and the customer said he received the package, we are unable to provide a refund on the order without receiving the product backBest Buy considers the matter closedRegards, Kathryn S

Dear Revdex.com - We have reviewed the customer's purchase and their concerns Best Buy partners with many manufacturers to create electronics that can only be found at our stores The product that the customer purchased is a co-branded television Smart televisions do need to be reset occasionally, as they function essentially like tablet or a smart phone This is not a defect, nor does it mean that the television needs repair We understand that the customer was given misinformation by a repair person, however, we will not be replacing the customer's television, as there is no defect.Regards, Amy

Initial Business Response / [redacted] (1000, 10, 2015/09/10) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***'s concern regarding the online order and coupon request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe will be sending a $check to customer from our corporate officeThe check should be received in to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Hello Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your phone purchase at the Best Buy store in Colonial HeightsI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about your experience 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 I have shared your complaint with management of the store and districtI am pleased to hear from The General Manager of the store in Colonial Heights, David, that they have worked with Verizon to credit the $data overage charge to your Verizon billDavid also has let me know that the store has reached out to you and invited you to come back to the store for a resolution of the tax/gift card concern that you had 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 customerIf I may be of further service, you are welcome to email me at [email protected] or to call me directly at (612) 292- Sincerely, Brian [redacted] Executive Resolution Specialist Best Buy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms [redacted] , We are sorry to hear that you have had such a poor experience in the delivery of your refrigerator I can see that you have been promised a $ [redacted] gift card by the Delivery Distribution Center That gift card will be sent to you from that group, and I will follow up with them to ensure that they make good on that offer It may take up to weeks to receive it, but there are notes that it was offered in our system I have gone into your online order and processed a credit in the amount of $ You should see that refund reflected immediately on your credit card statement Again, please accept my apology on behalf of Best Buy for your negative delivery experience We value your patronage and appreciate you bringing this issue to our attention Regards, Amy

I am rejecting this response because the products installed did not meet the quality nor benefits described at the time of purchase Even after a consultant came out to fix the stated issues regarding sound and picture, the overall issues could not be fixed which is why a return of materials was pursued Yes, the products were installed, but why should a customer have to pay for installation of products that didn't meet the standards stated by BestBuy Their logic is like saying you pay to have a car shipped that was sold as having MPG capability, but after driving it, only reach MPG Why would I pay for the shipping costs for a product that doesn't meet standards stated by the vendor Installation costs ~ 9% of the total cost of the purchase I do not accept this response by Best Buy

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.After communicating with the store, and reviewing previous cases with our Consumer relations team, we have found that we will be unable to replace your TVAccording to store leadership, your TV was inspected prior to sale for damage, and checked to make certain that it was fully functioningAs such, Best Buy will be unable to provide an exchange under our return and exchange policy, which states:"All Final Sale merchandise cannot be returnedOther nonreturnable purchases include .(..) items returned that are damaged, unsanitary or missing major contents."You can review this policy by visiting http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ sincerely apologize for your disappointment, as we value your business.Thank you for making Best Buy aware of this concernKindest regards,Cassie E Executive Resolution Sr

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 conversations with Larry [redacted] have made me feel the resolution was acceptableThe Best Buy Store I went to originally for the second attempt to make the purchase was the same store that assisted me and they went above and beyond to make sure the situation was resolvedMy faith has been restored and I am pleasantly surprised by the process