Best Buy Stores, LP - US Headquarters

Dear BBB,Thank you for bringing this matter to our attention to be addressed. We apologize if this situation may have caused any frustration to the customer. The customer if far outside of our Return Exchange Policy, as found at www.bestbuy.com, and has no protection plan on the television in... question. Therefore Best Buy is not responsible for any coverage of repair or replacement costs. Since the customer is outside of our return exchange policy, and has no protection plan for repair entitlement, the customer is responsible for any part and labor costs that the television issues may incur. We would advise that the customer contact the manufacturer for further support. Best Buy will not be allowing for an exception exchange of the television as it is outside of our return exchange policy. Best Buy considers this case closed.Thanks,

Dear Revdex.com, Thank you fro bringing this matter to out attention Please know that we have contacted Mr [redacted] to address his concerns directly with him, Thank you

I am rejecting this response because: We have received confirmation that additional packages have been delivered to a house we sold over three years ago Although we were assured our address was fixed in their system We have spent countless hours trying to get Best Buy to fix the problem They tried to call yesterday, for us to return the call within minutes and still now have heard nothing A gift card was to be sent, have not received, probably went to the wrong state too

I am rejecting this response because: Best Buy has offered absolutely nothing to make up for the inconvenience and horrible customer service

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's responsePlease know that our teams have contacted Ms [redacted] and have addressed her concernsAdditionally we have forwarded her damage claim to the proper party for follow-up Thank you

Dear Mr [redacted] ,Thank you for your continued patience while working with Best Buy on this matterWe have confirmed a replacement television at your request and have set up an exchangeAs discussed, please don't hesitate to reach out to us with any questions or concern you may have.Thank you,Derek W

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 reviewBest Buy would like to sincerely apologize for the delay experienced regarding these refundsAfter partnering with our logistics teams, we have been able to identify and since correct the error that has delayed the creditA refund for the MacBook that was never received, and the $price match should be visible in our customer’s account within 3-business daysThank you again for bringing this matter to our attentionWe again offer our sincerest apologies for the delay experienced, and truly value the opportunity to correct these errorsBest regards, Shane MExecutive Resolution Specialist Best Buy CoINC

I am rejecting this response because:There were multiple incorrect items listed as returns due to Best Buy's method of calculating returns. This was discussed via email with a Best Buy representative named Brian ***. I explained the situation and he didn't seem to understand the issue.Multiple transactions being counted by Best Buy are not returns. This is due to Best Buy's system not working correctly. I brought several items to the store for a "price match" and these were counted as returns. Also there was a mandatory recall on the [redacted] Note 7 due to a fire issue and this phone and it also was counted as a return. Additionally, I exchanged an [redacted] TV 32gb unit for a 64gb unit and this was also counted as a return even though it was a higher priced item and the 32gb item was not opened and could be resold to another customer. The same thing happened with the return of a [redacted] A6000 camera with no lens for a [redacted] A6000 with a lens. Best Buy made more money from this transaction, yet it was counted as a return. The original item was not opened and could resold to another customer. The system is broken at Best Buy. As recommended, there needs to be a way of eliminating these types of activities from any returns made. The process needs to be fixed by Best Buy. Also given these issues were caused by Best Buy's system and not due to these being actual returns, the system Best Buy uses to count them should be revised. I shouldn't have to contact a third party company when the issue was not caused by them but rather by that third party not getting accurate information from Best Buy. The third party company did take off a few of the transactions but missed about 4 others. Additionally, I need to know Best Buy is fixing their process so that this doesn't happen again. As a customer, I shouldn't have to go to a third party company that Best Buy enlisted to count their returns when the system of Best Buy is broken and not counting returns accurately.

Initial Business Response / [redacted] (1000, 10, 2016/02/26) */ Dear Ms. [redacted] - We have reviewed your purchase and request to receive Microsoft Word free of charge. Unfortunately, Microsoft Office Suite does not come pre-installed on computers any longer and is software that must be purchased and... installed. A complimentary copy of Microsoft Word was not being offered when you purchased your computer, therefore, we are unable to honor your request to receive the computer software free of charge. Regards, Amy

Dear Revdex.com - The General Manager of the location that the customer was in contact with reports that she has reached out three times and left messages for the customer Best Buy will not be making any offer to the customer regarding her television The General Manager is reaching out as a courtesy as the customer was upset with the follow through of one of the store employees Regards, Amy C

Dear Revdex.com, Best Buy has provided our final stance on this matter and that stance remains the same Thanks,

Dear Revdex.com,Best Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/6/Best Buy has arranged for a replacement of the customers TV and we will be performing the delivery and installation of the new TV as well.Nevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely, Best Buy

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence regarding this case has been brought to our executive resolution team for proper review We are very sorry to hear about the described difficulties regarding the free promotional camera Free gifts are sometimes offered with purchasesTo get the free gift, click on the offer and follow the instructionsIn most cases, you'll need to add the free item to your cartIt will not be added automaticallyOur website’s terms and conditions state that we do not guarantee product availability as we have the right to limit quantitiesBased on the item not being added to the cart, we cannot honor the customer’s request Respectfully, Bethany H

Dear Revdex.com,The cusotmer had emailed one of the executives and have already responded to that and we are resloving it by mailing the customer a box and return label to ship us the phone andonce we receive it we will provide a refund back to her credit cardIf you have any questions feel free to contact us.Karla B

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 meThe only frustrating aspect of this process is that I had to take this route to resolve my issue in the first placeAlso, I was informed by the store manager Chad that the exchange policy requires that my year warranty thru Best Buy/Pacific Sales is void as a result of this actionI paid several hundred dollars at the point of sale to extend the warranty five years, and a defective appliance qualifying for Florida's "lemon law" has caused me to lose my investmentI do not feel this is a fair business practice and will file a complaint with the State of FloridaRespectfully; [redacted]

Dear Revdex.com, Thank you for bringing the customer’s computer order and gift card concerns to our attentionCustomer has since purchased an [redacted] laptop under order # BBY01- [redacted] , using the original $gift card Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-#### [redacted]

Dear Revdex.com,The screen shots provided by the client are pertaining to our (PSP - Product Service Plan) and (PRP - Product Replacement Plan)Our client purchased a (GSP - Geek Squad Protection) warrantyI have provided a link to the terms and conditions pertaining to the GSP purchased by our clientPlease see page section B for the No-Lemon law.http://storage.bestbuy.com/geeksquad/terms/geeksquad_ps/geek_squad_ps_2015_0...⇄ two covered hardware repairs concerning the same defect have beenattempted or completed on the same Covered Product during the Coverage Period (not including anyrenewal terms) (each, a “Qualified Repair”) and such Covered Product requires a third Qualified Repair, wewill replace it with a new device of like kind and quality and of comparable performance..."Best Buy stands firm with our initial response and will not be offering any considerations to this matterRespectfully, [redacted] *

Initial Business Response / [redacted] (1000, 10, 2015/07/21) */ Dear BBB, Our customer has been taken care of. His TV was exchanged at Store #270 as a customer service gesture from Best Buy. This matter is considered resolved. Thank you, Best Buy Initial Consumer Rebuttal / [redacted] (2000, 12,... 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Im pleased with the outcome the matter was resolved an im happy thank you

I am rejecting this response until I receive a copy of the warranty Once I am sent the warranty I will consider this resolved Please email me a pdf copy or mail it

Dear BBB, Thank you for bringing this matter to our attention. First of all, we are sorry to hear of the setbacks endured by Ms. [redacted] when contacting our offices to cancel her subscription services. Please know that we have reviewed accounts under the name and information... provided and fortunately were not able to find any subscriptions or plans that are on an auto renewal basis. Thank you for contacting our offices and please feel free to forward any other concerns that we may respond. Best Regards,