Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for giving us the opportunity to address this concernBoth items have been returned to Best Buy and the customer's credit card has been refunded.Best Buy feels we have fully addressed this issue.Thank you,Gail D

December 16, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ***’s concerns that were forwarded to your office as our office has already addressed this matter via an email communication received from the customerThe customer was refunded and received a customer service gesture 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 ###-###-#### Direct ###-###-#### Fax [redacted] Ideation, Context, Maxmizer, Activator, Communication

I am rejecting this response because: That was a refund from a different order The specifics from the order in question are in the original complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] If and when Best Buy headquarters responds as stated with a direct telephone call, email then it is acceptableAnd what is decided from that email/conversation will need to acceptable as wellIf not then further action may be neededLook forward to hear from the respondent Thank you PJM

I am rejecting this response because:The receipt does not say thatAnd I opened them but I did not wear themThat was not the reason the employee berated me either

I am rejecting this response because: the entire crust of this complaint is the failure of Sedgwick to respond, act on, communicate regarding the claim This event occurred nearly two months ago and I am unsuccessful in getting anyone at the company to respond Based on the online complaints and data I can find this is NOT an unusual occurrence for this company (Sedgwick) I did not contract with them, I contracted with Best Buy This is completely unsatisfactory At this point, Best Buy should step up, step in and (a) reach out to their claims company and compel them to engage with me (2) Best Buy should cover my losses and seek restitution from Sedgwick How NON CUSTOMER FRIENDLY to ask me to continue in attempts to resolve with a company that will not even respond Did you even read the complaint?

Initial Business Response / [redacted] (1000, 12, 2015/11/23) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe were working directly with the customer to resolve this issue We located and attempted to send a copy of the game to a local store for the customer, but the client expressed that this process was taking too long We apologize for this inconvenience and have invited the client back into the store for a better experience by offering a customer service gesture We are sorry that the desired resolution was not fulfilled, but the customer has accepted the offer and we consider this case resolved Thank you,

07/27/To whom it may concern, After investigation this product would not have been eligible for service from Best Buy at the time of service request as he was only under manufacturer warranty coverage, not Best Buy protection coverage Best Buy has contacted the customer and explained the position, these concerns should be directed to the manufacturer Nevertheless, please feel free to contact us should any further issues develop

BBB, Thank you for bringing this to our attention. We understand the customer's disappointment, and apologize that they do not feel this was treated in a manner that was more urgent. Please understand that the information given to our customer is correct. If he is seeking damages for an issue... that he claims Best Buy caused, it must be handled by our claims department, Sedgwick. They will work direct with the customer and address all of his concerns in that claim. The customer can call them to initiate a claim by dialing ###-###-####. Thank you for allowing us the opportunity to respond to this matter. Regards, Sarah L.

Hello; I am Sarah with the Executive Resolution Team at Best Buy corporate headquarters. Best Buy strives to deliver great experiences for our customers – and to keep our prices low. Like many retailers, we use a third party to help prevent losses by detecting improper or excessive returns.... Several factors are used in the proprietary algorithms to determine whether and when a Warn will be issued.If we issue a Warning slip or deny a return, the customer may request a copy of their Return Activity Report by calling ###-###-####. After receiving the Return Activity Report, if the customer disputes the accuracy of it, there will be directions on how to dispute the report. This is part of our overall policy on returns and exchanges, available at www.BestBuy.com/Returns, in our stores, and on the Warning slip that was issued to Mr. [redacted] . Please know that a onetime exception was made, and the customer is now able to make this return as requested. Thank you again for allowing Best Buy the opportunity to address these concerns. Regards, Sarah L.

Dear BBB,Since the store did not provide the sales price and Mr. [redacted] was disappointed, the store ultimately processed a refund to a store credit in the amount he paid (even though we have a comparable model that is currently $450) as an exception for the customer. This essentially... gave him an extra $250 to work with on purchasing the [redacted] 4K that he desired. Furthermore, it appears that he was refunded for his Geek Squad Protection Plan and should not have been since a replacement fulfills the plan. We feel that these additional accommodations more than make up for him not receiving the sales price. Thank you,Dan [redacted] Best Buy

Dear Revdex.com, Have attempted contact Customer by phone to resolve this issue have had no reply

Dear Revdex.com, Thank you for bringing this concern to our attentionI am partnering with store leadership to work towards a resolutionI will follow up as soon as I have more informationSincerely, Dan S.Best Buy

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Sent the following email: Dear [redacted] , Thank you for contacting the Revdex.com regarding your Geek Squad Service Plan (GSP) concernsI'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to me for review ***, I was very sorry to hear of your concerns with the cancellation of dishwasher's GSP coverageI have investigated the GSP (# [redacted] ) coverage originally attached to your GE dishwasher purchased on 4/15/14, and found the plan was cancelled on 6/4/15, with a $prorated refund processed the same day Thank you again for making Best Buy aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted]

Dear Revdex.com: If the customer was advised to keep the product, then a re-billing would never be justifiedI am sorry for the misunderstandingThank you!

Dear Revdex.com, Our return and exchange policy is designed to keep prices low and prevent unnecessary returnsNear the bottom of each receipt, the following is printed: “Valid ID is required for returns or exchangesID info may be stored in a secure, encrypted database used for tracking returns & exchangesBest Buy reserves the right to deny any returnFull return and exchange policies are online at www.BestBuy.com.” Additionally, on BestBuy.com under the Return & Exchange Policy heading, the following is displayed: “When you return or exchange an item in store, we require a valid photo IDSome of the information from your ID will be stored in a secure database used to track returns and exchangesBased on return/exchange patterns, some customers will be warned that subsequent returns and exchanges will not be eligible for returns or exchanges for daysCustomers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling ###-###-#### or by mail at [redacted] ***, Irvine, CA 92619-Please be prepared to provide your transaction ID, ID number, full name, address and phone number.” I understand that the circumstances surrounding the reasons for your returns and exchanges may fall in a gray areaUnfortunately, the system in the store does not allow an override to the denial Thank you, Ash E

Dear [redacted] - We have reviewed your concerns and your My Best Buy Rewards certificates that have posted to your account and are available There are currently certificates that total $ There were two certificates that were redeemed on July 2, in the amount of $ Based on your purchases with Best Buy, there are no certificates that are currently pending application to your account We can see that you have a Best Buy Visa card There are specific guidelines and rules that apply regarding purchases made using that card Purchases made outside of Best Buy do not accrue as many points are purchases made at Best Buy Please familiarize yourself with those terms by visiting BestBuy.com Here is a link with additional information: https://www.bestbuy.com/site/misc/financing-rewards/pcmcat [redacted] 032.c?id=pcmcat [redacted] 032We do not see that you are due any additional certificates at this time We have a dedicated line set up for Elite Plus My Best Buy members If you have questions or concerns, you can call ###-###-#### and speak with a Loyalty Specialist regarding your My Best Buy account Thank you for bringing this matter to our attention.Regards, Amy C

I am rejecting this response because: Best Buy should be held at some level responsible for the situation because there are selling the Frigidaire appliances and making money off the sell of the itemI understand that because I didn't buy the protection plan in the beginning that it isn't coveredBut had I brought it in the beginning Best Buy would have still required me to use the Manufactures warrantyI guess at this point I have to accept your response and resolve to the fact that I won't ever purchase anything else from Best Buy againIts unfair that Best Buy gets portions of the money for ripping me off, but holds no liability for the products that they sellYou didn't even include any other resources or helpful information to getting my situation resolvedI will take that as I have just been robbed and you are basically saying leave you alone about it

Dear Revdex.com: Thank you for this referralWe did successfully process the refund on 1/10/Thank you!

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 After reviewing details of the customer’s order, our delivery team did not feel comfortable moving the customer’s old refrigerator from the location as it is in a tight space and the team did not want the possibility of damaging the customer’s home Our team worked with Mr [redacted] to set up a new time for a team to come out and attempt delivery and installation with the understanding that a different team may also come to the same conclusion and not feel comfortable completing the workMr [redacted] informed us he decided to cancel his order Best Buy considers the matter closed Regards, Kathryn S