Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for sending this to Best Buy for reviewThis customer has already escalated to the Executive Offices, as well as petitioned the Office of the Attorney GeneralBest Buy has given its final resolution on the matter, which is that damage claims are handled entirely by
SedgwickSedgwick may coordinate solutions with the third-party delivery/install service providers, as deemed appropriateIn this case, I see a check was requested for the damages; however, I cannot ascertain whether the customer yet received that paymentFor continuity, I have sent the customer’s complaint to Sedgwick for inclusion to their case; however, all further correspondence will continue being handled through them, not Best BuyThank you!

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:Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our positionWhile we can see that the customer contacted Best Buy, we cannot substantiate that they were told the price match would be honored. Additionally, Best Buy offers a day return and exchange periodUnfortunately,as the TV is now far outside of this time period, Best Buy is unable to provide a return or exchange on this TV.Thank you again for making us aware of this situation.Kindest regards,Cassie EExec Res Sr

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, Please inform the customer gift cards can take 7-business days to create and send outWe have verified they have been created and should be mailed out if they have not alreadyPlease keep their eyes open for thosePlease direct the customer to our website, BestBuy.com, to review our Conditions of Use"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-free." Though the item may have been available when the order was first placed, the stock may have been depleted so it was delayed in shippingThis adding to the delay with USPS pickup may have been what caused the late deliveryThe customer accepted the other gift card and discount on his purchase when this was addressed.It is our understanding the store manager situation was addressed and the customer accepted the gift card as a gesture for this. Best Buy feels that we have fully addressed Mr***'s concernsBest Buy has provided our final stance and that stance remains the same. Thank you,Best Buy

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 (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

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 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

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

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

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 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,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

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 ***

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

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

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

Revdex.com, Thank you for bringing this to our attention. Per the customer's request we are sending a check of $to the address listed in the customer's complaint. Regards, Nick S

Dear Revdex.com, This gift card was reissued in the form of an e-gift card on 1/12/We apologize for the delay but this matter should be resolved. Sincerely, Dan S.Best Buy