Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Dear Revdex.com, Best Buy has been working in conjunction with Gallagher Bassett to resolve the insurance claim filed with the customerThe adjuster, Adam [redacted] has been in contact with the customer regarding his claimCurrently, the customer must provide a statement and unit model to whirlpool prior to the claim moving forward Best Buy is not able to provide detailed information regarding the customer's claim, nor are we able to approve/decline payment or make any adjustments to or decisions regarding claims filed through Gallagher Bassettin order to best resolve the situation I would advise the customer to continue working with Gallagher Bassett directly Thank you for your time, and please do not hesitate to forward any additional; questions or concerns and we will respond accordingly Best regards, Cassie E

Hello; I My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.According to our records, you were advised that in order to process your transactions you would be required to go into one of our local storesAs a gesture of goodwill for this added inconvenience, you were offered a [redacted] Best Buy gift card, which you accepted as resolution.Ms [redacted] , I apologize for your disappointment, and for your frustration throughout this process as we value your business.Thank you for making Best Buy aware of this concern.Sincerely,Cassie E, Exec Res Sr

01/03/2018To whom it may concern,Best Buy has reviewed this order and found it falls within our holiday return policy We have provided the customer with a return label to send the product back at no cost for a full refund Nevertheless, should further issues arise, please do not hesitate to reach out directly

I am rejecting this response because: They have not have me my refund and it's been monthTotally unacceptable behavior from Best BuyBest Buy have been totally unresponsive to me

Dear Revdex.com.Thank you fro sending this for reviewI have called the customer but have been unable to leave a voice mail since his mailbox is fullThe order shows that the TV has been returnedIf the customer needs further assistance on this issue he can reach me directly at ###-###-####.Thank you,Karla [redacted]

Revdex.com:I received a call from the company, and appreciate their sincere attempt to resolve my issue I trust that they will follow up on how the situation occurred, and do their best to avoid it in the future

Revdex.com, Thank you for bringing this to our attentionPlease know that we apologize if the contract was missing from the customer's emailThis is not a known issue; all of our customers have been receiving their contract attachments as normalWhile I cannot say why this happened to Miss [redacted] , I would have been happy to assist with a copy of these as promised; however the customer has returned her phones at this time Thank you for allowing us to address these concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer leased a phone at a Best buy location on April 15, While the transaction took place at a Best Buy location, the customer entered into a lease agreement with Sprint Solutions, Incfor an iPhone Gold 16GB SGLThe final payment on the lease is set for April 18, In the lease agreement, the terms and conditions were clearly listedThere is no indication in the agreement that the customer would be able to upgrade the phone at any point during the leaseAdditionally, in April there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease periodBest Buy will not be able to accommodate the request for the upgrade of the phoneAny resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc Thank you, Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/01) */ Just because Best Buy was acting as a marketing agent should not exempt them from being held accountable for deceitful sales practices and inadequate knowledgeThis should be reopenedNot only was I told I could upgrade upon purchase, when I came in to get the upgrade I was charged a $gift card in order to complete my upgrade which is proof that they gave it to meAs it turns out the terms of the lease are that I can upgrade once my lease is paid off, but Best Buy sales reps and customer service agents are not equip with the necessary knowledge to service a customer as part of their lease commitmentI can file a complaint against Sprint, but Best Buy's horrible sales and customer service practices need to be addressed Final Business Response / [redacted] (4000, 12, 2015/12/02) */ Dear Revdex.com, The customer leased a phone at a Best buy location on April 15, While the transaction took place at a Best Buy location, we must emphasize that the customer entered into the lease agreement with Sprint Solutions, Incfor an iPhone Gold 16GB SGLThe final payment on the lease is set for April 18, In the lease agreement, the terms and conditions were clearly listed, and there is no indication in the agreement that the customer would be able to upgrade the phone at any point during the leaseAdditionally, in April there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease periodAny resolution on terminating the lease will have to be arranged with Sprint Solutions, IncThe customer has worked with the Best Buy location where he entered into the lease and has been offered multiple exceptions, including upgrade eligibility and lease payoff optionsAll of these options to date have been refusedBest Buy will be unable to grant the resolution the customer is seeking Thank you,

Dear Revdex.com,To better serve the Customer, we are partnering with specific Departments to assist with an applicable resolution directly with the CustomerI am waiting on their response and will contact the Customer Tomorrow (6/29-17), upon hearing from themWarmest Regards, Best Buy

October 19, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ***’s concerns that were forwarded to your office as the transactions in question properly refunded to the customer’s account with transaction codes [redacted] and [redacted] (these numbers can be supplied to her bank for reference) 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

Thank you for contacting Best Buy through the office of the Revdex.com about your recent orderMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about your order 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.According to our records, you placed an order for an in home service, and were offered a scheduling date of 07/29, which you declinedAt this point you asked for a refund, and your case was dispatched to a queue to be refundedYour refund has been processed, as of 08/01/2016, though this can sometimes take 5-business days to go through,Again, I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situation.Sincerely, Cassie EExec Res Sr

Dear Revdex.com, Best Buy feels that we have fully addressed the customer’s concerns that were forwarded to your office in our previous response and we maintain our position Nevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you Bethany H

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 can not do returns at the local store so they led that the only was is over the phone I could get the match doneThanks for all the help in getting to a resolution and I hope that this does not happen to anyone else in the near future

I am rejecting this response because: Unacceptable Best Buy clearly doesn't stand behind their productsThey are aware of the mold issue involving front load washers and have no problem putting their customers health at riskI'll be sure to post Best Buys refusal to stand behind the products they sell that can cause harm to the publicSounds like a class action lawsuit waiting to happen

Dear ***, 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 Headquarters I apologize for the inconvenience and frustration that this may have caused you I is my understanding that an offer has been made to you by the Cory Co.’s insurer and that you are now in negotiations with them I am very sorry that this has taken so long to get to this point, but am pleased that you are now moving forward to a settlement 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, 9, 2015/12/30) */ Dear Revdex.com, Thank you for bringing the customer's computer exchange concerns to our attentionI am sorry to hear the customer is experiencing problems his [redacted] desktop computerUnfortunately, this computer purchase is out of our 15-day return and exchange period and the customer does not have an extended service plan on the unitWe would not be able to accommodate his computer exchange request; the customer would need to work with [redacted] for assistance under the manufacturer warranty Sincerely, Dean [redacted] Executive Resolution Specialist (612) [redacted]

I am rejecting this response because: the matter is not considered resolved until this matter is fully handled through remediation and reinstall

I am rejecting this response because: Hi Ash,If you read through what I have written, then you can see that I was aware that an interception is not guaranteedThe problem lies with the fact that after talking to Best Buy customer service on different occasions, I was promised that the package delivery address was in fact changed to the new addressThese were the words from your representatives, not mineAdditionally, my much larger issue lies with your customer service representative that I last had a conversation withThey hung up the phone in my faceThis is not what anyone would consider to be good customer serviceBeing a loyal customer for over [redacted] years with continuous high level status in the rewards program, I have never had an issue such as thisCustomer service is the key to retaining customers and this is unacceptableThank you

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 mePlease close this ticket

Dear Revdex.com,Thank you for sending this for review, I have looked into the customers interactions and see that he spoken to our customer service team on 11/04/under case number [redacted] The customer was offered 10% back to keep product as if however the customer insisted on getting a reshipThe representative made it clear that we would need the product back in order to do reship a new oneThe notes state that the customer discounted the call and we do not show him calling in again until 02/21/requesting his 20%I am more than happy to apply the refund of $back onto the order which is 10%Please reference case number [redacted] , the customer should be receiving the refund in about 3-business days.Thank you,Best Buy