Best Buy Stores, LP - US Headquarters

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 really appreciate the executive who reached out to meHe took the time to listen to me and ultimately resolved the issue at handHe was very kind and considerateThank you!

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed the Customer and am waiting for a response.Warmest Regards, Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the GE washer repair service and replacement request to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe Geek Squad Protection (GSP) plan is a service plan and states the following in the Terms and Conditions (T&C): “After two qualified service repairs concerning the same defect have been attempted or completed on an individual Covered Product during your Plan and such Covered Product requires a third qualified repair, we will replace it in accordance with the replacement terms of Section above (the “No-Lemon Benefit”), and our obligations under this Plan will have been fulfilled in their entirety.” The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarificationIn our investigation, we were informed by our service team Ms [redacted] cancelled the service claim appointment #on 5/11/Ms [redacted] was correctly informed by our representatives they can have their own GE factory authorized service technician provide diagnostic and repair service in which we would reimburse them under the plan (for qualified repairs under the GSP T&C)If Ms [redacted] ’s GE factory authorized service technician diagnosed the unit needing replacement, we would need to schedule a follow up visit to confirm replacement versus repair service as per the T&C of the GSP planIf Ms [redacted] requests a follow up visit to confirm her repairman’s diagnostic, she would need to contact our Geek Squad directly at ###-###-#### in scheduling the follow up visit and diagnosticHowever, if the repair technicians we send on the follow up visit diagnose that the washer can be repaired, we would not authorize the replacement as per the GSP T&CBased on our investigation and research, we would be unable to accommodate Ms [redacted] ’s washer replacement request at this timeThank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: Thank you for sending this on for us to reviewI am sorry to learn we are not able to offer the discounts as intended currently; however, I have requested a $refund check be mailed to you accordinglyThank you!

I am rejecting this response because: This was not a price error, it was the deal of the day If stock was depleted that day, I should not have received a confirmation After confirmation, if there was no stock, I should not have received an estimated shipping date I should not have received a revised shipping date if my order was never to be fulfilled To have to wait almost a month for the cancellation is unacceptable If it was an immediate error, there should have been an immediate response If I was told it was a problem at the time of the error, that would be different.But to be told I will eventually receive an item, and making me wait such an extended period of time to receive the item, that is a poor business practice.By being told this information, as a consumer I am unable to make alternative purchases because I am planning to receive the good and the money paid for the good is accounted for.I missed out on several opportunities while this order was pending, and it is unfortunate if your response is just a finger pointing at the fine print

I am rejecting this response because: I do not accept Besbuy's response because they are wrongWhen I got to bestbuy, the item was inspected, the only issue was that I was, according to them, after the return date, which I thought it was days due to my membership with themThe item was not damaged, had only minor scratches due to actually trying to fly itBest buy needs to step up and listen to one of it's most loyal customers and definitely do something about their manager Raffi, who has absolutely no customer service skills, is ignorant, arrogant, and who thinks he knows it allAt this time I won't accept store credit, I want a refund back to my card.I won't be going back to bestbuy

February 28, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns as we have processed a full refund for order BBY01- [redacted] Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the [redacted] computer diagnostic request from our Geek Squad to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations on the diagnostic our certified Geek Squad agents provided After receiving Ms [redacted] ’s Revdex.com complaint, we contacted our Geek Squad service center which their [redacted] was sent for diagnostic (00451- [redacted] I was informed our Geek Squad team reached out to Ms [redacted] and were unable to duplicate the issue customer was experiencing and would be unable to provide a written estimate on the issue customer requested We have no ties to Ms [redacted] computer with the warranty they purchased going through Amex PlatinumIf they wish to have or receive a written estimate or diagnostic through another authorized servicer for [redacted] computers, they can contact the following servicers we found online for them: Cascade Computer Maintenance [redacted] Salem, OR, 97302-Tel: [redacted] Bellevue Computers, Inc [redacted] Corvallis, OR, Tel: [redacted] http://www.service-center-locator.com/lenovo/oregon/lenovo-hillsboro-oregon.htm In addition, [redacted] Care Premium Support can be contacted directly at ###-###-#### Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Mr [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 am very sorry to hear about the problems you have experienced with the TV Purchase and the gift card and I apologize for the inconvenience and frustration the matter has caused youI have requested a $ [redacted] Best Buy Gift Card as a Customer Service gesture as it is clear that your on line purchase was cancelled due to delayed deliveryThe gift card will take to weeks to arrive and is being sent to [redacted] Clifton Park, NY The same address as in your complaint The Gift Card will be mailed to you in a plain white envelope, so please watch for it in the mail Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com,We understand the customers frustration however the customer was informed on 1/3/by Mr [redacted] that any future returns would be placed on his account and would remain there for up to one yearPrice Matches are looked into and handled accordingly, which Mr [redacted] did made correction aroundItems returned or/and exchanged are what we utilize the TRE forWe are sorry Mr [redacted] is unhappy with this decision but our stance remains the sameWe will not be removing any warnings/holds on his account Thank you,Best Buy

Dear BBB, Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by Ms. [redacted] when dealing with this matter. Please know that we have contacted Ms. [redacted] and assisted with this. We were able to locate the gift card information... and are sending a replacement via her email address. Best Buy considers this matter resolved nevertheless, please forward any additional concerns and we will address accordingly. Thank you.

November 2, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as the product in question has since been approved for an exchangeNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: I've the chat script from Amazon representatives that states otherwise - the item wasn't part of any special deals which includes: lightning deals, limited promotion or any dealsThe chat script was made available to BestBuy representatives as well and they stated what they "know" holds more truth than what Amazon representatives are stating

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 me The conversation with Best Buy was responsive and professional I appreciate Best Buy's effortsThe response is accurate I also appreciate the effectiveness of the Revdex.com Thanks[redacted]

Dear Revdex.com,During my interaction with the customer, I was able to correct the incorrect information on her account and also issued a $ [redacted] gift card for her inconvenienceThis will arrive via snail mail with in 7-business daysThe customer accepted this resolution per our conversation on 5/23.Based on the case number provided in the last rebuttal, that information is no longer precedent as it dates back to 5/As of 5/Best Buy has taken the necessary actions to resolve our customer's frustrationKind regards, Ash E

Dear Revdex.com,Based on the specifications of the offer, the purchased device would have to be activated with a carrier contractThe customer's phone was purchased as an unlocked device and technically does not meet the requirement for the promotion.The customer may view the link below for the full terms:http://www.bestbuy.com/site/clp/samsung-vr-offer/pcmcat748302046172.c?id=p...⇄ Buy will not be honoring the customer's request as his purchase does not align with the requirements.Respectfully,Ash

Dear BBB, Thank you for bringing this matter to our attention. First of all, We are very sorry to hear of the setbacks endured by Mr. [redacted] when requesting to cancel the [redacted] camera ordered through our website. Please know that upon reviewing the order, we have verified that the unit has... already shipped and shows delivered to his address. For a refund, the customer may return the camera to one of our store locations or he can contact our customer service for mail return at line at ###-###-####. Below is a link located in our website where you can find more information about returns and exchanges. http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat [redacted] 014.c?id=pcmcat [redacted] 014 Thank you.

Revdex.com, Thank you for brining this to our attentionPlease know that I was unable to find the promotion the customer references; however, in good faith as a onetime exception, I have issued a $credit to be issued back the customer's credit cardThe refund should appear in 1-business days, or 1-billing cycles depending on the customer's card Thank you Regards, Sarah L

I am rejecting this response because: The rep did not say she issued a shipping label, she said she submitted a ticket and I should hear backI have the recordingI also do not have the shipping box it came in so if it gets shipped with the label, it will be in the xbox packaging aloneYour promise is that I can return products sold by best buy in store, this is a major reason I use Best Buy rather than other servicesIf I return it in the Xbox packaging alone, I will not be responsible for the damageSo I either need a box shipped to me or need to be allowed to return it in the storeThank you

Dear [redacted] - We're sorry that you have been trying to resolve the issue regarding your two refunded certificates for over a month We are currently experiencing a technical issue with our Reward Zone program that is affecting many of our customers In your case, the certificates are there, but our system is not letting us approve them so that you can view and use them Due to this, I have requested a $e-gift certificate for you This e-gift card will be sent to you at the email address on record and should be available to you by Monday, November 7th at the very latest Regards, Amy C