Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
If they would have read my complain in its entirety they would have learned that geek squad will not accept my laptop and send it back out to serviceMy laptop is not working at this time! All best buy sent me was a pre-written script that has nothing to do with my complaint!For all my trouble, they need to replace my computer as they did not fulfill the terms of the protection plan I purchased with my laptop I will NOT shop here again as all they did was screw me out of a laptop!

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 reviewWe are very sorry to hear about the experience our customer has had with their online purchaseAccording to
our records, Best Buy has provided the customer with the item that was orderedAs Best Buy only sells one model of the *** J7, we do not possess the necessary means or inventory to ship an outdated modelIn the attempts to correct a possible error, Best Buy has reshipped the same ordered item at no extra cost, and we are sorry to hear if the product still does not match our customers expectations All information listed on our website is provided directly by our vendors and partnering carriers and we display this information in accordance with our vendor agreementsBest Buy does state in our websites conditions of use in regards to this matter: “Information on Our Site We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order“ As the information from the order matches the information provided on our website, Best Buy feels we have taken the necessary steps to assist in any possible errors that may have occurred. Best regards, Shane MExecutive Resolution Specialist Best Buy CoINC

Hi ***, Thank you for forwarding your concerns with your order through the Revdex.comI would like to apologize for any inconvenience you may have received around this In looking at your order, it appears the refund was already issued on April 24th. Please let us
know if you have further questions or concerns Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me. I have been to Tom O Brien and the Sales associate Jason J*** was very pleasant, He took time to make sure we were able to view all cars which would work within our budgetWe spent several hours at the dealership and due to my severe latex allergies I can not go into the building, But accommodations were made to make sure I had everything I needed whilst I waited for my husband to do necessary paper workThey even made sure I has access to sit in a car when it started to thunder with torrential rainWhen we left I feel as though we all were able to work together to reach a deal that worked for both parties and we did buy a car from them on that day toowe will return to but more vehicles as our children start to drive. Regards,
*** ***

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry for the setbacks endured by the customer when dealing with this Upon further review we have verified that indeed the refund was still pendingPlease know that we have fixed the issue and the
funds should go back to the original form of paymentThis is $back to the paypal account and $back in a gift cardThe gift card portion cannot go back to the gift card used therefore we have sent a replacement by mail that the customer should receive in about fourteen business days Thank you

Dear Revdex.com,Thank you for sending this for reviewI have spoken to the customer and we will be sending a $gift card to his preferred addressThe confirmation number is ***The customer also has my contact information in case he needs further assistance.Sincerely,Karla ***

March 28, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns in the previous correspondence forwarded to your office on March 14, and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing ***'s concern to our attentionUnfortunately we will not be honoring the customers request as there has already been communication between the customer and an agent within the executive officesA resolution has been offered and accepted by *** ***
Best Buy feels that we have fully addressed ***'s concerns. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you,Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the online order (BBY01-***) computer purchase to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet
their expectations when the computer shipment was delayedThe computer/PC was coming directly from the vendor and we show delivered to *** *** on 02/17/The tracking information is as follows: UPS Tracking Number: *** Delivered February Left at garage If *** *** does wish to return the computer/PC, they can bring the unit to any local Best Buy store as the associates will be able to return and refund the purchase Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Best Buy's return and exchange policy is a policy that is part of the conditions of use for our websiteThe policy is clearly stated on our website, and available as a link on every pageThe customer's failure to familiarize themselves with the conditions of use for our website, including our return policy, is not something that we are able to take into consideration. Thank you for making us ware of this issue, please let us know if you have any questions. Kindest regards, Cassie E Exec Res Sr

Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Revdex.com,
Thank you for bringing Ms*** *** concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
We sent the customer another phone on 7/13, and tracking shows it was
delivered on 7/The customer was not charged for a service fee on this order as there was an issue reported with the device within the redo periodHowever, the customer will be charged a service fee of $if the defective device is not returned by 8/14/
Best Buy provides service for mobile phones in accordance with the terms and conditions of the Geek Squad Protection (GSP) plan the customer purchasedThe terms and conditions of the GSP plan can be found here : http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek%20S...⇄ Buy will continue to provide service under the terms and conditions of the GSP plan
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am extremely disappointed that I had to contact Geek Squad times for them to rectify my problemYes, I have received my 2nd replacement phone, but I do not think I should have had to wait additional timeI was without a operating cell phone for almost weeksI feel that there should have been more of an effort to take care of my problem

Dear Revdex.com,Thank you for bringing the customer’s cell phone purchase concerns to our attention. Unfortunately, the cell phone purchase is outside our return or exchange period. To complete an in-store cell phone purchase and Sprint service contract, customers are required to sign the
agreements outlining the cost of the sale and the terms and conditions of the plan. Since, the customer did complete the purchase sign-up, we are unable to accommodate the customer’s refund request.Sincerely,Dean ***Executive Resolution Specialist###-###-####

Dear Revdex.com,Thank you for bringing Ms***'s concern to our attentionUnfortunately, if the contract has been signed we are unable to alter anything within the contractIf Ms*** signed the contract for the promotion rates of $a month with a $bill credit with Verizon for months,
Ms*** is locked into this contractThis contract is held by the carrier, Verizon, and can not be manipulated or modified by Best BuyThank you,Best Buy

Dear Revdex.com, I spoke to *** *** who states she was going to go to the Irvine or Lewisville store as they said they will write something up for her to send to ***This is not something we would normally do, but we are doing what we can to help herShe has my contact information if she
needs any additional assistance. Thank you, Dan ***Best Buy

Dear Revdex.com, We have provided all receipt information that we are able to regarding thisBest Buy feels that we have provided substantial evidence the client has only been charged for the $he authorizedSome of the items on the order shipped a day later than the rest and our system may have split up the billing because of thisRegardless, the only charge we are seeing that was billed to the customer is the $ We have provided a receipt of the order as well as the internal sequence of the charges and refunds, and are not able to provide any other informationIf the customer has further questions on this, we advise him to call 1-888-BestBuy or to visit a Best Buy storeBest Buy considers this matter closed Sincerely,Kelsey F

Hello Mr***,I am writing in regard to a Revdex.com complaint that was sent to me for reviewI apologize that you have had such a difficult time getting a copy of your receipt, we certainly do not want this sort of experience to occur for our customersI have provided a PDF attachment of the
receipt in questionNormally, some of the call centers do not have the ability to print or electronically send a receipt, but we were able to find a workaround and create a PDFIf there are any other issues please feel free to contact us again. Again, we apologize for any inconvenience and greatly appreciate your businessBest Buy considers this issue resolved, but please reach out again if there are any matters we can resolve. Sincerely,Alex S

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionUnfortunately Mr*** has already been given Best Buy's final stance on this issueAn agent has used a special lens that magnifies the television screen and has identified impact damage to the television in questionPlease
see the attachment of the Geek Squad Protection, the highlighted section clearly states damage such as this will not be covered by the protection planWe are sorry for any incontinences this may cause but Best Buy has provided its final stance and the stance remains the same.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Thank you

IT is a little weird the agent kept insisting she received the item I didn't receive but confirmed she received the package. I returned the order with the label they providedEven the tracking says it was returnedShe kept asking me for the tracking even though I provided it several times including the screen shot in several messages she kept saying that what they received was the game I didn't get I don't know how I can return something I didn't get either way after much rudeness from the Best Buy forums as well as Twitter agents I was finally refunded for the games that I returned ***

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer. Completed services, including items installed in a vehicle, are non-refundable, including if the customer wishes to return or
exchange productIf a customer decides to exchange a product after installation is complete, they would have to pay another installation charge for the new product. Despite what miscommunication occurred with the installer regarding December 31st, the store did not have an appointment set for Mr*** that day, but tried to find other options which was not satisfactory to the customer If the customer would like a new product installed, he would have to pay for the services to be completedDue to the previous interaction at our store in Carmel, we recommend the customer visit a different location. Regards,Kathryn