Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 9, 2016/01/15) */ Dear Revdex.com, Thank you for bringing this to our attentionI have called Mr [redacted] and apologized for his Beats wireless headphone replacement concernDue to customer experience, we have requested a $Digital Coupon to cover the replacement of his productCustomer is satisfied Thank you, Dean [redacted] Executive Resolution Specialist (612) [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel after speaking with a rep that was truly concerned about what exactly happened with my situation, and was able to explain BestBuy's deals with manufacturers, we both were able to come to a understanding and a mutual agreement for each sideI do accept their response and am satisfied with the resolution

Dear Revdex.com - This complaint needs to be addressed by the Appliance Customer Care team who oversees issues involving installations and deliveries We have forwarded the information to them to address the situation They should be reaching out to the customer within the next 24- hours.Regards, Amy C

I am rejecting this response because: As stated previously, I am disputing the warrantyWe were sold a product under informationThis company convinced us to purchase the more exspensive product with the understanding it covered ALL damagesNow that we need the coverage your company is telling us NOTo me I feel this is a scam your company is practicing.I demand satisfactionWe want a new TV or our money backYour company sold us information and product[redacted] ###-###-####

Initial Business Response / [redacted] (1000, 11, 2015/09/15) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for the inconvinience caused With Mobile Phone orders, Best Buy is limited by the carrier in several aspectsSince the customer account wasn't correct with Sprint, the order had to be recreated to activate the phones properly through the carrierUnfortunatly the phones were not available at that time and Best Buy does not guarentee product quantity We would suggest the customer explore alternative options for phones, including visiting a local Best Buy store, to ensure that the order is made correctly and no further issues arise Best Buy will not be taking further action on this matter Thanks, Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) what makes me really disappointed is that, for more than a week after I placed the order, no one from Best Buy or Sprint contacted me about the issue of the Sprint account, until I called Best Buy and asked what happened to my orderif there is something wrong with the account set up, they should have informed me in a couple of days Final Business Response / [redacted] (4000, 15, 2015/09/21) */ Dear Revdex.com, We do appreciate the customer's input in regards to communication to the customer when an issue arises with a mobile orderWe apologize for any inconvenience caused Thanks,

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ January 15, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] 's concerns that were forwarded to your office as the purchase in question was made with a Marketplace vendorAs stated on Best Buy.com: "Best Buy Marketplace items cannot be returned to or exchanged by Best BuyThey must be returned to the Marketplace Seller To return a Best Buy Marketplace item: Review the Seller's Return Policy on their Seller page Contact the Seller's Customer ServiceContact information can be found on the Seller page." Therefore, Best Buy would be unable to accommodate Mr [redacted] 's requestNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the add for this product from a market place vendor in received it from Best Buy I paid for it through Best Buy when it was shipped Best Buy sent the shipping confirmation I did contact the vendor they said Best Buy screwed up the listing Final Business Response / [redacted] (4000, 9, 2016/01/28) */ January 28, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] 's concerns in our previous correspondence dated January 15th, and our position remains unchangedNevertheless, 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 sending this for reviewThe customer still has coverageShe had two active plans and now only has one active plan.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 28, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] Jr.'s concerns that were forwarded to your office as he has since had the coverage in question cancelled and a prorated refund is being processedWe apologize if Mr [redacted] was not satisfied with the coverage offeredNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com: Thank you for forwarding this on for my reviewI have looked at the customer's purchase and billing history and I see that an exchange was done on 4/15/and that we delivered their TV on 4/27/( [redacted] 04/15/| [redacted] ) Based on this research, I presume the matter to be resolvedThank you!

Initial Business Response / [redacted] (1000, 7, 2015/12/09) */ Dear Revdex.com, Best Buy has been in direct contact with Mr [redacted] regarding this issueAs Mr [redacted] was due a price match on his transaction, we have issued a check in the amount of to an address provided by himThis check should arrive in approximately 10-business days via USPS Please let us know if you have any additional questions Best regards, Cassie E Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I still haven't received the refund promised by Best BuyI am willing to drop my complaint provided the business follows through with their offer to refund the $

I am rejecting... this response because:This has been the same kind of response I've received for over a month now. I would like bestbuy to provide me with tracking number. Please note through out the process, bestbuy CSR have stated you should get it with in 14 business days and now I'm getting same reply. This is totally unacceptable for bestbuy keep sending me generic reply. I would like proof of shipment

Dear Revdex.com, Thank you for your continued partnership This issue has been assigned to the highest level of escalation in the company We have issued a check as a refund through our process We issued the check and it will be 14-business days if not sooner for the customer to receive the check It is documented in our system through the Executive Resolution Team The customer will receive the check in the allowed timeBest Regards,

I am rejecting this response because: the response from bestbuy was trying to avoid addressing the real issue.my point is that the lead or manager was quoting a false hostile policy (ONE single scratch = not good condition, which means nothing other than brand new will qualify). I dare bestbuy to explicitly post this policy on their trade-in area or website, and they will see at the end of the day how many customer they will have left (in trade-in department)! I was only informed only after the trade-in completed, after I actually looked at the fine print. Yes, I can try to get it void the transaction, but that is not the point, and that is why bestbuy is trying to avoid addressing: they either have real hostile policy (and they dare not to post), or they have lying manager! Bestbuy, stop dodging the ball and do the right thing!

I am rejecting this response because:I had full ADH GSP warranty on the laptopMy service order paper that came back from Geek Squad City, states clearly on it, replaced the drop damaged bottom case, dc jack, due to drop damage under ADH GSP, team Agent [redacted] It states it twice on there, under repair comments and verificationI even have repair stickers, they place on the computer that says ADH on itI purchased the whole warranty when I first bought the laptopSo when they say, I didn't have that warranty, that's not the truth.Also, they did no response to the fact that the touch screen isn't working properly on the laptopThey replaced the screen and now, I barely have any touch-screen capability and its supposed to be a touch screen computerI can't scroll using touch screen, click links with my finger to open, open windows, or even open other iconsThe laptop won't stay closed like it used toThat is not repaired properlyI don't know why they dont want to honor the terms of my warranty, but that is what I want them to do

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

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the [redacted] dishwasher repair request under the Geek Squad Protection (GSP) plan to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations [redacted] is set up for an in-home diagnostic and repair service on Tuesday June 23, The unit is still under the manufacturer warranty provided by [redacted] and service is set up with A&E factory service on 06/23/between the hours of 8-PM [redacted] was contacted by our service team and provided updated information With the unit being under the manufacturer warranty provided by [redacted] (purchase date 07/13/2014), we would be unable to accommodate [redacted] 's replacement request Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, lack of communication as an exchange has since been approvedI have been told thing while another department does anotherA repair tech did show up today and has ordered parts to repair the dishwasherHe is supposed to return Monday the 29thI have advised the person who authorized swapping the dishwasher out that as another department determined they had someone to repair it, after telling me they didn't service my area, that I will wait until after next Monday to determine whether to exchange it or consider it repaired, assuming the repair is complete Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Hello Revdex.com, I'm following up on my previous response to [redacted] 's Revdex.com case The exchange on the dishwasher was approved by Deputy Field Marshall [redacted] for customer satisfaction after we provided our previous Revdex.com response and after the scheduled repair visit on 06/23/ [redacted] has the option of going to any local Best Buy store with the exchange confirmation # - [redacted] and our store employees would be able to provide further assistance on the exchange However, [redacted] has the option in having the unit repaired under the manufacturer warranty for any parts ordered and repair be completed on the follow up visit on 06/29/ Best Buy feels that this has been addressed appropriately and will not take further action on this issue Respectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,I contacted Warrantech and they state that the repair was completed on 4/14/Please let us know if [redacted] is still encountering any difficulties with the washerThank you,Dan [redacted] Best Buy Executive Resolution

I am rejecting this response because: This is completely unacceptableA television wasn't purchased, it was an Apple TV DeviceFurthermore this is a mistreatment of a senior citizen, which is a legally protected classI was really hoping to resolve this matter without involving our attorneyI guess that time has passed

Dear [redacted] , 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 you experienced with your recent Phone purchase I am very pleased that the General Manager at your local Best Buy store has reached out to you and has resolved this issue for you Your refund has been issued Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolvedSincerely, Larry S

Dear Revdex.com - An agent who manages the delivery and installation process is in direct contact with the customer and is working to get the appliances removed from the customer's property and the customer's money refunded We are sorry for the circumstances of this particular delivery and appreciate the customer's patience Regards, Amy C

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 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 The Geek Squad Tech Support (GSTS) subscription the customer purchased is non-refundableI do not have any indication the customer was told he could receive a refund by visiting his local storeOn the contrary, the customer emailed Customer Care, and received a reply that we would be unable to provide a refund and to visit his local store for serviceAdditionally, the customer's computer was checked in at one of our stores on 7/12/with suspected malware and possible viruses, and was returned to the customer on 7/14/The customer didn't notify us until 9/7/that the computer was having issues againThe customer may obtain service by visiting his local Best Buy or remote support via geeksquad.comBest Buy will not be making any accommodations for this issue Regards, Kathryn S