Best Buy Stores, LP - US Headquarters

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

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 [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

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

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

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 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

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

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

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

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

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

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,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

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

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.

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.

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

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: 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