Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding online order #BBY01- [redacted] to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving [redacted] ’s complaint, we confirmed the [redacted] computer for online order # BBY01- [redacted] was returned on 01/12/for a refund As a customer courtesy and a better Best Buy experience, we will be sending a $Best Buy gift card from our corporate officeThe gift card should be received in approximately 7-business days Thank 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: The reply from business indicates they are working to resolve the issue please see the message below, I am still waiting for them to resolve this issue.Thank you for speaking with me over the phone todayI will be following up with you directly with more information as soon as I am able toSincerely, Kelsey FExecutive Resolution Specialist Best Buy Co., IncKelsey FExecutive Resolution Specialist Best Buy Co., Inc.Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com,Our warranty provider Warrantech has issued a $check to the customer for food spoilageThis is their limit per claimIf the customer feels that she is owed any additional compensation, she will need to file another claim with WarrantechBest Buy will not be providing any further compensation, as the store has given the customer approximately $1,in discounts and upgrades as a customer service gesture.Also, please note that the customer's claims have been addressed by the store and with the employees involvedBest Regards,

Dear Revdex.com: Thank you for this information I have reviewed the customer's order and the specifications for the device purchased Best Buy will not be acting on this customer's claims for the following reasons:· This phone was purchased well outside the 14-day mobile phone return period.· The [redacted] purchased (Model N910H WHITE) is an unlocked device capable of working internationally on certain carrier frequencies.· There is much debate over the mobile phone industry’s use of the term 4G; however, Best Buy is not responsible for making these claims or managing their basis, as we are a reseller.· Upon researching the 4G terminology (http://www.devicespecifications.com/en/model/cacc2e00), I found two interpretations of the term '4G':o HSPA+ mobile network technology;o 4th generation of mobile communication technology (LTE)These findings absolve Best Buy of any wrongdoing and effectively close this complaint Thank you

I am rejecting this response because:I purchased webroot protection and installed it The problem began with Windows update, via Internet , nothing that I did to the machine This is nothing more than Best Buy trying to get people to buy more coverage for something that shouldn't be needed in the first place All I ask is that the machine that I purchased at their recommendation, work as advertised and that Best Buy stop trying to get out of their responsibility to stand behind products that they sell

I am rejecting this response because:On 1/8/we originally went to the Best Buy store at SWadsworth Blvd where we bought the software In talking with the store manager he stated that it could not be returned because it was SoftwareIn talking to him further he stated that we could call 1-800-BestBuy discuss with them and they would okay the return or he would just give us store credit for he item We asked him why he would not just give out money back if he was going to give store credit and he stated that he couldn't He never mentioned that this was a non refundable Software After this visit we immediately called 1-800-BestBuy, the associate we spoke to pulled up our receipt and stated there should not be any issue returning this item as it is Software and can be returned She directed us to the Return Policy where she pointed out that as long as it was not opened then it can be returned This associate double checked with her supervisor who stated the same thing Their advice to us was to just try a different store.We went to the store at [redacted] This store manager started to make the return and then stated that he could not When asked why, he said the system would not let him return the item When asked about the return policy he stated to us that he has seen the policy and that because it was not opened he should be able to return it, but that the system would not let him This is the store manager who inappropriately spoke to my year old daughter and I would like that complaint addressed as well We called back 1-800-BestBuy and again the associate stated that the store can return the item, but if they choose not to then they can make that choice Not one person in this entire process stated that this was a non-refundable item and several of them pointed out the Return Policy in which it states that Software can be returned as long as it is not opened Because we were told by several people that we can refund this item, we would like our money refunded If this is truly a nonrefundable item, then why did multiple people tell us we could return it? We spent half a day running around to different stores and on the phone due to employees apparently not knowing what they are talking about In talking to Adobe directly, they stated that we should have received an email with a code to activate the software This email and code was never received and Adobe explained that the Software could no be activated without that So at this point we would not be able to use the Software even if we wanted to because Adobe explained it was probably never activated correctly by Best Buy Please refund our $back!!

The purchase you refer to was a birthday gift to a teenage child, and if you match the serial number of that product to the defective pair your company sold me, you'd see that they clearly don't matchWhether or not this was an intended act, this is fraud and I will not stand for itIt's obvious from this apathetic response that Best Buy is not willing to resolve this matterSo, I intend to file a formal complaint with the State of Florida, Division of Consumer ProtectionI will also be posting this experience all over social media, stating that Best Buy sold a defective item to a disabled combat veteran and refused to take it back with a receiptI am also sending a formal letter to the Office of Consumer Affairs for the United States Military, detailing this matter, providing the ridiculous response by this company and urging them to warn military service members not to conduct business with this companyI have contested the charge on my credit card.Consider taking responsibility for your actions, provide additional store security, whatever, to ensure that the products you purchase have some protection from people coming into your stores and switching them outYou probably have an employee in that store who is running some sort of scamConsider investigating

Initial Business Response / [redacted] (1000, 6, 2015/12/02) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with the rapid exchange process for mobile devicesMy 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 companyBest Buy focuses on customer service and customer retentionI will gladly send you a check for $to be mailed to: [redacted] Beltsville, MD 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,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution team for proper review.We sincerely apologize for any frustration and inconvenience experienced by our customer, and we appreciate the opportunity to assist in providing resolutionAt this time, our records indicate that the units have been picked up from our customers house and the refunds have been processedIf they are not already, the credit should be visible within 3-business days.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because: though I was happy to finally receive a new refrigerator, it became evident when the old one was removed that it had been leaking under the flooring during the weeks that the Geek Squad forced me to wait for parts Consequently my kitchen floor and part of the dining room floor are water damaged and mold is starting to grow I believe that Geek Squad should pay for the removal and replacement of the pergo

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 will wait to days to get the refund card, with the track record they have I will be amazed if I get a gift card from them

Dear Revdex.com, I apologize that the content is still on the site but I can assure you we are working to have it corrected Thank you

Dear Revdex.com: Thank you for sending this on for our reviewThe customer is not eligible for coverage reinstatementPer the Terms and Conditions (https://www-ssl.bestbuy.com/usw/termsconditions/anonymous), which are provided and/or made available to all customers, in Section 12.b.1, a non-payment event will result in cancellation if not corrected within daysWe provide written notice as a courtesy onlyIt is the customer's responsibility to maintain their contract's payment status:"This Plan may be cancelled We may also cancel this Plan for nonpayment of the monthly fee if you have purchased a Monthly Bill Plan (“Non-Payment Event”)If a Non Payment Event occurs, we will provide you written notice, via mail and/or email, of the Non-Payment Event and days to cure the Non-Payment Event, if curableIf the Non-Payment Event is not cured, the Plan will be cancelled retroactively to midnight on the last day of the month for which the last monthly payment was paidWe may also suspend our obligations under this Plan while a Non-Payment Event exists or any other situation where you have failed to pay us an amount that is due in connection with this Plan..."

Dear Revdex.com,Spoke to Mr [redacted] this morning 2/15/ Offered the customer a Gift Card as resolution and apologizedfor the inconvenience and frustration Mr [redacted] accepted the offer Best Buy considers this matter resolvedThank you Larry S

Dear BBB,The price listed was a 3rd party vendor and not Amazon Prime. We did price match Amazon Prime and have notified the customer. Additionally, our customer has received the item.Best Buy feels we have resolved this customer concern. Sincerely,John S.

I am rejecting this response because: While I appreciate the gift card, it doesn't amount to the full value of the original price match which is what several employees claim I should have receivedI'm incredibly disheartened by how this is being dealt withA Best Buy employee provided me with untruthful information, resulting in me being put at a disadvantage in this scenarioBest Buy prides itself on expert service, yet this is the polar opposite of anything within the realm of expert serviceI've been told, time and time again, that I would have qualified for a price match at the time I called on May 8thI don't feel as if I should be at a loss because of the mistakes of your employeesWhen a company makes a mistake, it should be their responsibility to fix it in its entiretyInstead, Best Buy is relying on the fact that I "accepted" the only option available to me, because all of their representatives have a $ [redacted] limit and nobody was authorized to approve of anything larger than this.To further my point, as stated in the original complaint, every representative I spoke to said they wish they were more equipped to deal with the situation entirelyIf they had the ability to provide a gift card or refund of more than $***, they would have and this entire scenario would have simply been avoidedBut because the amount disputed is over their limits, they were able to provide some assistance, but not enough to resolve this issue completely.I've since been refunded an additional $+ sales tax due to Best Buy's pricing being lowered from my original purchaseDue to this, the disputed amount is only an additional $(considering Best Buy is already providing me with a $ [redacted] gift card), which I'm more than willing to accept as a gift card if neccessary

Dear Revdex.com,Customer has responded that he has received his $ [redacted] E-Gift CardSincerely,Dean [redacted] Executive Resolution Specialist###-###-####

Dear Revdex.com:Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position.Unfortunately, bundles that contain hardware do not qualify for the gamer's club unlocked 20% discount on softwareThank you again for bringing this matter to our attentionPlease let us know if there is any additional information requiredBest,Cassie EExec Res Sr

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Hello Ms [redacted] , Thank you for contacting best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive Resolution team at Best Buy headquarters I'm extremely sorry for any confusion that you have experienced in regard to your plansHopefully I can help to clarify On 11/23/you purchased two plans for the same phone, a Geek Squad Protection plan and a seperate Lost or Stolen planThe receipt information for that is [redacted] 11/23/ According to our records, on 12/22/you opted to cancel your lost and stolen protectionOnce cancelled, this protection can not be reinstatedYou have not made payments towards this plan since that time, and as such no refund can be provided On 07/20/you requested to cancel your Geek Squad Protection planYou had been paying $a month for this plan, until the date of cancellationBecause you had coverage on your phone until 07/20/2015, you are not due a refund, as the coverage was in place and activeAgain, this plan can not have reinstated once the plan has been cancelled Because yo have o current, active protection on your phone Best Buy will be unable to assist with replacement or repair of your deviceI am extremely sorry for nat disappointment that this causes you Thank you again for making Best Buty aware of your issue Kindest regards, Cassie E Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your response because I have proof that I was paying for the lost and theft protection planFor two I was sold a protection plan for a phone that I was not in possession ofThis is Best Buy's mistakeI had lost and theft protection plan and I lost my phone, I would like to be able to finish my claim, or I want all of the money back that I was paying for an incorrect phone Final Business Response / [redacted] (4000, 9, 2015/08/31) */ Dear Revdex.com: Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position According to our records, on 12/22/Ms, [redacted] cancelled her lost and stolen protection, Once cancelled, this protection can not be reinstatedNo payments towards this plan have been made since that time, and as such no refund can be provided Nevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you, and best regards Cassie E

I am rejecting this response because: Attached is a screenshot of the add for the Item I orderedThis add is no longer up online I havs a prinred one as well from when I made my online purchase It clearly states “DJI – Phantom Professional Quadcopter with Zeiss VR One Plus Virtual Reality Headset$ I feel I am a victim of Bait and Switch advertising To resolve this issue I want to be supplied what was advertised and at the price it was advertised for At the best but store in Costa Mesa I spoke with Samantha ***She said somebody in there add department made a mistakeShe told me that Best Buy didn’t even stock the phantom professional yet and if they did stock it there may be something they couldThen she said however we don’t so there is nothing that can be doneShe also informed me there was no one higher in management I could talk to WOW thinking out of the box I have a solutionOrder a phantom professional from DJI If necessary have authorized company executive charge it to his corporate credit cardThen exchange the older phantom that I was shipped FYI the items shipped to me are unused and in the box they were shipped in