Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing Ms [redacted] ***‘s concerns to our attention We apologize for any frustration or inconveniences this may have caused the customer We have spoken to [redacted] directly and found a solution acceptable Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Thank you for bringing Ms***’s concerns to our attentionWe apologize for any inconvenience this may have caused for the customerOur standard return and exchange policy days starting from date of purchaseIt is important that we have consistent policies for all shoppers in order to maintain low pricing and a fair experienceWe do reward our more loyal customers by extending the return period for most items because we appreciate and recognize their loyalty to our brandUnfortunately, the customer greatly outside of the return period and the item is eligible for a refundIf the customer is experiencing issues with the product, we advise them to work with the manufacturer as it may be covered under their warrantyBest Buy considers this matter closedSincerely, Kelsey F

Hello Revdex.com, We are following up on our previous response to [redacted] ’s Revdex.com case We did research Ms [redacted] ’s Revdex.com concerns and the purchase and delivery transaction was not cancelled as the items were delivered on July 15/For clarification, Ms [redacted] is our point of contact for Ms [redacted] ’s concerns and we are responding to her concerns via our corporate office In addition, Ms [redacted] informed me they contacted Ms [redacted] leaving her a voice mail regarding her compensation request and following up on the delivery serviceMs [redacted] provided Ms [redacted] her phone number and extension Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: The specific store has reached out to me, however; the resolution given was a credit in full for the cost of the phone to my sprint accountI was told I would see the credit in a few business daysThat was two and a half weeks ago and I still have not seen the creditFirst, I am very tired of having to try and contact people to talk to anyone about this againSecond, if I were truly worried about a customer experience, I would have followed up to ensure the credit was givenThis is not another issue I should be dealing with now that the company has been fully informed of the issue

Dear Revdex.com, Thank you for bringing the customer’s software return concerns to our attention I have contacted our Reston, VA store’s management team, and they have approved an exception return to assist the customer Store has reached out to the customer and processed the return on 5/18/Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-####

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Hello Ms [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your son's headphonesMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulty that you have had with your headphones, 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 Thank you so much for taking the time to talk to me this afternoon and provide your purchase information After researching your issue, I must inform you that reason for your return denial was because the product was far outside of our return and exchange policyUnfortunately, outside of the return and exchange policy, the manufacturer of your headphones requires that the product be returned directly to them through their claims processBest Buy is only able to provide support on Turtle Beach headphones in instances in which a Geek Squad Protection plan has been purchased, or within the return and exchange period listed on the receipt of your transaction For repair or replacement of your headphones, you must go to the following website: http://www.turtlebeach.com/contact-support Again, I apologize for your experience, as we truly do value your business Thank you again for making Best Buy aware of this situation Kindest regards, Cassie E

Dear Revdex.com, When the customer canceled a portion of the order it should have refunded him $for the tax but did notThis was a system issueI have credited back the $and now his gift card balance is $instead of $This matter should be resolved Sincerely, Dan S.Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention We have been unable to locate any of the purchase or coverage information based on the demographic information that has been providedIn order to provide a response to this complaint, the customer will need to provide more specific purchase and Geek Squad Protection (GSP) coverage information We need the Customer Service PIN from the original purchase or the GSP numberThank you,Dave M

I am rejecting this response because: I have no idea, what transaction was sent to them They did not even bother to call me to make sure they are getting accurate and clear information Provide clarification on what transaction was sent to you because I don't have a rewards account so how could they possibly know which transaction to send?

Revdex.com:Could you please convey to Terrance [redacted] at Best Buy, that my credit card originally used was canceled by Chase Bank as it was stolenThe card number used was [redacted] expire 11/19.Would it be possible to either place the credit on my new Chase card ( [redacted] 01/21), or obtain an in-store credit to my Best Buy Account? Best Buy [redacted] 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.,Thank you,***

Dear Revdex.com, Thank you for bringing Mr [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer Best Buy provides service for products in accordance with the terms and conditions of the Geek Squad Protection (GSP) plan the customer purchasedWe have the option of repairing or replacing products, at our discretionThe terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx To be fair and consistent to all of our customers, Best Buy will follow the terms and conditions of the GSP plan for Mr [redacted] ’s camera, and considers the matter closed Regards, Kathryn S

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the Samsung TV exchange request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe My Best Buy membership account is a free program open to all customers and at different tier levels based on the amount customers spend in our stores receive benefits based on the amount they spend in a year and the tier level they achieveBest Buy denies Mr [redacted] ’s discrimination allegationFor more information on the My Best Buy membership program, the rewards and benefits can be found at the following website hyperlink: https://www.bestbuy.com/site/clp/my-best-buy/pcmcat309300050007.c?id=pcmcat Regarding the exchange request, we contacted our North Attleboro store’s management team on Mr [redacted] ’s behalfThe North Attleboro store has offered to make an exception to the 15-day return policy in allowing an exchange on the Samsung TVTo take advantage of this offer, we encourage Mr [redacted] bring the TV to the store and our managers will be able to provide further assistance Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear [redacted] - The second order placed, which did not cancel, shows that the Gear Fit watch was "picked up" If this is not the case, and you only have one watch, I would be happy to create a refund for your order Because the store did not denote that you did not take the watch from the second order, and they failed to adjust your initial order, that information would not be listed in any notes or phone calls If I am missing a piece of information, please let me knowRegards,Amy

Hello,We have spoken to [redacted] via telephone and the customer stated he received documents from the insurance company via mail this morning and he has to supply pictures of damage and send back documents[redacted] stated he attempted to cancel his Revdex.com complaint this morning, but did not reach anyone directly and he left a message for the Revdex.com representative [redacted] is satified with the progress being made on this matter, and Best Buy considers this matter resolvedThank you,Anthony W

Dear Revdex.com: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office in our previous response and we maintain our positionIf the customer would like a different product installed in the vehicle, he would need to pay for the installation chargesAny subscription service charges for remote starters are dictated by the company/manufacturer of the product, and not Best Buy If the customer would like to return the product, he should contact a Best Buy store within the return and exchange period to schedule an uninstallation appointment, and mention that he would like to return the product and is still within the return periodFor most items purchased between 10/30/and 12/31/16, the return period goes through 1/15/ Regards, Kathryn

Dear Revdex.com,Thank you for Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience or frustration caused to the customerWe have passed this feedback to our field and store partners and are working towards a resolutionWe will follow up directly with the customer.Sincerely,Kelsey F.Executive Resolution TeamBest Buy

Dear Revdex.com, We have requested the $e-gift card be emailed to Mr [redacted] and he should receive in within the next hours Thank you

March 24, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as I have requested a check for her for $as a refund of the total purchase of her original modem and coverageThe check will be processed and mailed in the next to business daysNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### Fax [redacted] [redacted] @bestbuy.com

I am rejecting this response because: Best Buy never contacted me about any open or overdue funds. They are not mine, they are the ones that sent it to collections. They are saying they cant do anything about it. It was their product, their store, they never sent or contacted me and THEY sent it to collections.I spoke to this collection agency. They want me to make a police report which seems so embarrassing and stupid when this was done in Sept my bank cleared me, we changed the credit cards same time we found out. we signed up for a phone call whenever a charge is over one dollar and took I think Equifax protection. To me I did what I should have, to them they did nothing at all. I just think the way they sent it to collections in the first place is appalling. They say they cant do a thing. I don't believe that one bit if you put in the collections I am sure with my papers they can always take it off and clean my excellent credit rating at the same time. If BBB thinks this is fair practice I am shocked.

Dear BBB, Ms. [redacted] cancelled this order and in doing so the Protection Plan that had been packaged with the tablet at a discounted price reverted to the fullprice and was not refunded properly. Contacted Ms. [redacted] and provided her with a 49.99 refund for the remainder of the amount due... to her. Best Buy considers this matter resolved. Thank you, Larry S.