Best Buy Stores, LP - US Headquarters

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

Dear Revdex.com,Thank you for giving us the opportunity to address this concernWe have been in contact with Mr [redacted] to let him know that we have refunded the re-stocking feeHe should see the refund to his credit card in 3-business days.Thank youGail D

Initial Business Response / [redacted] (1000, 7, 2015/11/06) */ Dear Revdex.com, Thank you for bringing this to our attentionWe have investigated the customer's concern and interviewed our Richfield, MN store managementAt this time Best Buy feels we have appropriately addressed this issue Our store management team has replaced two phones for Mr***The original replacement was to upgrade his Samsung cellphone to a new one that had just been releasedThe upgrade and data transfer was completed between both phones, per policy, the SD card was given back to Mr [redacted] in a small plastic zip lock bag, and the data transfer was verified with him before leaving the store On 10/5/15, Mr [redacted] returned to our Richfield store with phone issues, stating his phone was locked by his son and he could not unlock itThis was examined by our Geek Squad Agents, and they were unable to access the locked phone to retrieve any available dataAlthough the phone was outside our return/exchange period and since the phone could not be accessed, the store management team approved a one-time replacement exception for customer satisfaction Thank you, Larry S

Dear Revdex.com,Thank you for sending this for reviewI am currently working with the General Manager of store and we are working towards a resolution with the customerI have documented the complaint and interaction under case number # [redacted] The customer has my contact information and the General Manager is also reaching out to him directly.Thank you,Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that Best Buy has contacted Mr [redacted] and made an offer which Mr [redacted] that he has acceptedWe are refunding $back to the credit card used.Thank you

Dear Revdex.com, Thank you for forwarding Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused for the customer Could you please have the customer provide photos of the alleged cracks/display issues on the screen? Sincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Dear [redacted] , Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate HeadquartersI am very sorry that you were unable to purchase the Amazon Firestick and apologize for the inconvenience and frustration that this may have caused you Unfortunately I have been unable to verify the price for the Amazon Fire Stick at $and cannot discuss purchases made by other individualsTherefore I regret that I would be unable to provide the item at that price without additional price verification Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Dear Revdex.com, Thank you for bringing Mr [redacted] concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The warranty on products is offered by the manufacturer of the item, and they are responsible for providing service under the manufacturer's warrantyThe customer would have to contact Frigidaire for assistance on the issueBest Buy will not be providing a return or exchange without a return authorization, or RA, from the manufacturer Regards, Kathryn S Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business response is what we expectedIt is unacceptable that they sell products with no ability to provide or find service for their customers should issues occurAfter three weeks without a refrigerator service is scheduled for this coming FridayShould Frigidaire say replace/exchange I will ask that the item not come from best buyOver the past twenty years I have spent several thousand dollars with this storeI will not purchase another product there and will advise all others not to as well, if they will need service beyond the purchase

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 meThank you very much

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the iPhone purchase and price match request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations Sometimes customers aren’t able to purchase phones at other locations because their desired plan or carrier makes them ineligibleThat’s not the case at Best Buy, as our prices reflect the fact that no matter their desired plan or carrier, or whether a customer is on a business or personal plan, they are able to get a phone the way they want at Best BuyFlexibility has a cost, but it’s something our customers have told us they wantWe have contacted [redacted] and provided a gift card as a customer service gesture of goodwill for resolution on Mr [redacted] concernsThank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: I do not understand what the message is sayingIt states that it "is eligible for a refund," but the it also says I'm outside the return date and if I'm having trouble with the product to contact the manufacturerSo am I going to be able to take them back for a refund on my charge card?

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Revdex.com, Thank you for bringing this to our attentionPlease know that I reached out to the upper store management, including Brenda's direct Manager, to make them aware of the matter, and allow them to address the customer's concerns Brenda personally connected with the customer yesterday to hear his issues and apologize for the experience They also discussed his experience with [redacted] once he left our store as wellThe customer called [redacted] on 09/27/2015, and was disappointed that they would not come to his home to help resolve his issue with his unitHe was then told by [redacted] that they would replace his unit; however, it would take days before he would receive his new TVMr [redacted] then called in a repair person to look at unitIn that visit, they discovered that the issues the customer was experiencing were caused from his surge protector; it was making the television shut off during his shows Brenda apologized that we were unable to exchange the unit in the store, and invited Mr [redacted] to shop with us againBrenda offered to supply a personal shopping experience with her on his next visit Thank you again for allowing us to address these concerns Regards, Sarah L Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Brenda called to apologize she also stated that after speaking with corporate, that they corporate sided with her in this matterOk why side with me the customer, all I did was think highly enough of Best Buy to go in their store and spend thousands of dollars.So why side with me? The only reason why she apologized was because she was instructed to do so by her superiorsIf I had not filed this complaint I would have never heard from her or Best Buy even though I was trying to bring it to their attention that a problem existed Also [redacted] did not say days it was to days, but I could hardly understand them because all [redacted] customer service is routed through Central America the accent is to hard for me to understand it took days of calls to them to reach their decision to replace said Tv Brenda did say the next time I come in to look her upWith the response from Best Buy of offering a personal experienceWhat does that mean? What is the definition of a personal shopping experience? First of all after the treatment I received I do not feel welcome in the storeI also believe that my business is neither wanted or appreciated To Revdex.com did you know that as a Best Buy customer you are rated on levelsLevel is a core customerThat's the bottomLevel is eliteLevel is Elite plusHere when I purchased the Tv I even opened a Best Buy accountYet when I tried to bring the attention to the manager I was treated like I was a second class citizenI truly wonder after all the monies spent at that location throughout the years how I rate as a customer now? Probably something lower than core by the treatment I receivedI have since closed the accountAlthough there are still several things I need Like a Go Pro camera, a new copier, printer fax, scanner, but as I stated for the reasons mentioned I do not even feel welcome in the store Truthfully, [redacted] J***

I am rejecting this response because:The plastic gift card never left my possessionBestbuy allowed the thief to redeem it as an e-gift card

Dear Revdex.com, Thank you for bringing Mr [redacted] 's concerns to our attentionWe will resolve with the customer outside of the medium of the Revdex.comSincerely,Kelsey F

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 meBest Buy is saying they will contact me in their response to youAs yet they have notMaybe you can give them another nudge?

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer purchased a Geek Squad certified refurbished Lenovo Y-Touch-laptop on 10/14/The customer did experience issues with the unit to the point that an exchange was offered to the value of what he paid for the LenovoThe customer selected an HP computer on 11/16/He did have issues with this unit and exchanged it for an identical one on 11/21/After researching the customer's issues in the specific instance, we acknowledge an alternate resolution has to be offeredBest Buy will work with customer on getting an exchange completed as close to the specifications he requests as possible on a different unitWe have connected with the customer, and he is satisfied with the proposed resolution Thank you,

Dear Revdex.com, [redacted] received the washer and dryer for $each as he requestedThis matter should be resolved Thank you, Dan S

Dear Revdex.com: Thank you for sending this one for reviewOur marketing and advertising campaigns are national; however, not every product is necessarily available everywhereThe various territories, distribution centers, and vendor agreements dictate product availabilityOur Product Availability policy (http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030...⇄ states, "Product selection on BestBuy.com may vary from our storesThere may be limited quantities or we may be testing certain items in select marketsAlso, we can offer a broader selection online because we ship these items directly from our distribution centers."Best Buy considers this matter closedThank you!

I am rejecting this response because: I am rejecting this response because the person I spoke with on the phone with Best Buy consumer relations stated that the gift card was for my frustration and time spent on the phoneI had called and got hung up on after being on hold for minutesI then called back again and the girl didn't want to help meIt wasn't until I asked to speak with her supervisor that she made an attempt to look everything upBy that time I had been on the phone for an hourA $ [redacted] gift card will in no way even begin to cover the cost to replace the $phone that we have to purchaseIt's absolutely ridiculous that Best Buy would say you have no way of knowing what conversation happened between the employee and customerThat is implying that you're calling me a liar which is absurd and just adding insult to injuryYou can look at our purchase history (we have bought all of or phones from bby) and every time we have purchased phones prior we have purchased the Best Buy protection on all phonesEVERY TIME!! I feel like I would be getting treated differently right now if it was the Best Buy protection what was neglected to be added and not the sprint protection planIt is a disservice fo Best Buy to be treating their customers in this manner especially when electronic retailers are a dime a dozen

Dear Revdex.com,Thank you giving us the opportunity to address our customers concernsOn 12/19/we refunded the customer the full purchase priceThis refund will be applied to the credit card used in the original puchaseIt could take to business days for the customer to see this on their credit card statementBest Buy feels we have fully addressed this concernThank you Gail D.Best Buy