Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that the customer has contacted us via our social media channels and an agent is working with her to resolve the issue We will continue to work with her but please forward any additional concerns to our office and we will respond accordingly Thank you

Revdex.com, Thank you for your replyAgain, the customer is claiming they were defraudedWe cannot say how the fraudster accessed the customer's informationThis needs to be properly investigated, and Best Buy is not responsibly to refund the customer for fraud committed against themAgain, they can open a police report and contact their card to file a disputeAlso, per the terms of use, the customer is responsible for the security of their informationYou can find that verbiage here: https://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?...⇄ you Regards, Sarah L

Dear Mr [redacted] - As stated in my original response to you, we do not have the range in stock to deliver to you You may reselect a different range that is readily available or you may wait for the GE range that is on order for you.Regards, Amy C

Dear Revdex.com, We have been in touch with the customer and confirmed they now have their products orderedWe have also verified that the gift cards sent to the customer will be sent to the correct addressAt this time, Best Buy considers this matter resolved Sincerely,Kelsey F.Best Buy

Dear Revdex.com,The customer can check the status of her Visa Gift Card by clicking the link belowThe tracking number for her prepaid visa from Verizon is : [redacted] www.verizonwireless.com/digitalrebatecenterKind regards,Ash

Dear Revdex.com,Thank you for bringing this to our attention, our Executive Specialist team was able to review the case and provide a response.As per our return and exchange policy, returns are accepted within days of purchase for the item purchased (days if the customer is a Best Buy Elite Plus member)However, this product does fall under the manufacturer's warranty of one yearThis is normally processed by the manufacturer.For this situation as a customer service gesture we will refund the customer their money for the productThis will go back on the customer's card that was used to purchase the itemIt will be seen in 3-business days.With this resolution, Best Buy considers this issue resolved at this moment.Daniel S

Dear Revdex.com, Thank you for making us aware of the complaint filed by Mr***.Best buy offers a day return and exchange periodThis information is provide at the time of purchase on the receipt or order confirmation, as well as being posted at each register and onlineIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy.We apologized for any disappointment that this causesKindest regards,Cassie E Exec Res Sr

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 negative delivery installation experienceMy 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 companyAs you requested I have refunded the back in the form of a check to be mailed to: [redacted] Denver, CO Is that correct? ***, 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]

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the [redacted] TV repair or replacement request to our attentionWhen 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 The GSP T&C states the following under “Exclusions to Coverage:” aextreme environment (including extreme temperature or humidity), external condensation, mold, immersion/submersion in liquid (e.g., pool, bathtub), lightning, fire, flood, insect infestation, rodents, war, terrorism, computer software related failures, Acts of God or other external causes, or use not as the manufacturer intended, as stated in your manufacturers warranty; kIf the use of the Covered Product is not consistent with either its design or the way the manufacturer intended it to be used, e.g., humidity damage on TVs not designed for outdoor use; The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarificationMr [redacted] states our Geek Squad did not mount their TV and when out to their home on 5/9/(work order #31999168), the Geek Squad agent noted the following: “TV is mounted over 12ft high on the back porch in an open areaExposed to open elements and that voids the GSPI can see traces of the rain drops on the screen.” The [redacted] owner’s manual can be found at the following hyper [redacted] and includes information on how to mount and to avoid TV being exposed to rain or moisture: http://www.lg.com/us/support-product/lg-50LBWe apologize if there was any miscommunication between Mr [redacted] and the StLouis store (#***) employee with whom they dealtWhile there is no way for the corporate office to determine what was specified between Mr [redacted] and the sales associate involved regarding the GSP coverage benefits at the time of the sale, we do appreciate being made aware of this particular experience Based on the T&C of the GSP plan and [redacted] warnings they note in their owner’s manual, we would be unable to accommodate Mr [redacted] ’s repair or replacement request under the GSP planMr [redacted] has the option of returning to the store and requesting a prorated refund for the remainder of his GSP Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: This product has not been used and Best Buy should be able to offer in store credit like all other stores

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me for the following reason: [redacted] is unable to work with me to resolve the situation while the product in question is still registered to Best Buy.Thank You [redacted]

Dear Revdex.com, Thank you for forwarding Ms [redacted] ’s concerns to us againOur policies are put in place to make the shopping experience fair for all customers, while also keeping our prices lowWhile we understand the disappointment of not having a fully functioning product, we also need to consider that Best Buy provides ample opportunity to make a returnWe provide the dates of the return period to the consumer on their purchase receipt, and it is also available on BestBuy.comWe have reiterated there is no way to substantiate the item was damaged in transit during the delivery due to the amount of time that has passed since thenWe have also provided alternatives to her to get the matter resolvedBest Buy will not be replacing the customer’s television and this response firmly closes this matterSincerely, Kelsey FExecutive Resolution Specialist Best Buy

Dear Revdex.com - We have reviewed our contact information for this customer and are unable to find any active Reward Zone accounts that may have issued a certificate in February If the customer is able to provide us with a membership number we are happy to review that account for any certificates that may have expired recently However, without an active Reward Zone account, we are unable to honor the customer's request Regards, Amy

Dear Revdex.com -Best Buy considers this matter closed Regards, Amy C

I am rejecting this response because: I completely understand that I was not on a qualifying legacy plan to receive the discount - but I was only told that long after I had purchased the phoneThey are correct that some of our plan members, including my husband, previously received a monthly discount for a leased phone and that went away once the plan was switched off of the legacy planFor clarification, my phone was never receiving a credit so it's not an instance of I had one and then lost it, and am now complaining about itMy issue is that at the time of purchasing my phone, I was not on a legacy plan, but was still told by Best Buy team members and Sprint representatives that the phone would cost me $a monthHad they looked at my account correctly and communicated that the credit would not apply to me due to the plan I was on, I would not have purchased the phone in the first place!You are correct that I have declined switching back to a legacy plan as it would cost more monthly, and thus that is not a suitable optionBut to reiterate, I was not the one the inaccurately reviewed my plan, and was told of a discount that should not have applied to meI had not been on a legacy plan for months prior to purchasing the phone, which I can prove by going through previous bills - which I did with Mike on the phone and expressed again that I was not on a legacy plan at the time, so why was I told by so many different representatives that my cost would be $7? This is a clear error on Best Buy and Sprint's part, but one that I am now paying for, which is unacceptable and far from the Customer Service I would expect in any circumstance but especially one where I've been a Sprint customer for basically years and have been purchasing my phones from Best Buy mobile for a number of years as wellI should not be responsible for paying for someone else's mistakes, simply put

Initial Business Response / [redacted] (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 / [redacted] (2000, 7, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com, Thank you for bringing this to our attentionPlease know that we apologize for the delivery experiencePlease know that our store connected personally with the customer to discuss, and will be taking care of the customer with the purchase of a new TVWe hope we have been able to rectify the customer's relationship with Best Buy and look forward to service him as a valued customer Regards, Sarah L

Dear Ms [redacted] ,Thank you for bringing this matter to our attention to be addressedThe contract in question was set to auto-renew, which is why it charged the credit card $We apologize for any mis-communication regarding this.We have cancelled the Webroot per your request and initiated a refund for the full amount of $You should expect to see the refund post to you account within 7-business days.Thank you again for the opportunity to assist in rectifying this matter

Dear Revdex.com,I am currently emailing back and fourth with the customer on resolutionI have offered to reimburse the difference on the pedestal as well as the warranty added to the pedestal since the warranty cannot be added to washer since its outside of the return and exchange time frame.Thank you,Karla

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the Sony Apurchase and return at our Pasadena store (#125)Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted our Pasadena store’s management team in sharing the feedback on Ms [redacted] experience and refund requestThe Pasadena store processed a $refund todayThe refund transaction 4-part key is as follows: [redacted] Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus Tell us why here