Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear Revdex.com
Thank you for bringing this matter to our attentionIt is our understanding that we have worked with local law enforcement and have since retrieved the product
This issue has already been addressed and resolved per internal case
***
Thanks,
Derek
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product didn't have to be released per the police that they tried to send outI gave the product up on good faithMy time compensation has not been resolvedI have all documents and all voice recordingsAgain voice recording to prove I didn't have to release the product

I am rejecting this response because:I believe that the company, Best Buy, has not made an adequate effort to resolve this issueI believe, at minimum, we should be refunded the $dollars we paid for the second TVThe TV was "inspected" but clearly their process was inadequate and resulted a sense of trust in their operations and product. Sincerely,***

Initial Business Response /* (1000, 5, 2015/12/14) */
Dear Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with your Washer and Dryer purchaseI am Larry S with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company
I am pleased to hear that the Washer and Dryer have been exchanged with an upgraded pair at no additional cost to you
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S

Initial Business Response /* (***0, 7, 2015/10/29) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that I reached out to our installation and delivery Management team who informed me that the customer had damaged floors from previous water damageAs such, our team did not
feel comfortable moving the fridge to install the water line
Our team made an exception to assist the customerOur home delivery team met the installation crew to carefully move the unit so the waterline could be installed, and the service has been successfully completed
Our installation team did have a mishap in having the wrong address on file, which in the end was corrected; however, as a gesture, they would like to offer the customer a $*** Best Buy gift card for the inconvenience as a gesture
If the customer would like to accept, please have them reply stating as such, and also validate their current mailing address as we want to ensure the gift card arrives without issue
Thank you again for allowing us to address these concerns
Regards,
Sarah L

I am rejecting this response because:There is nothing in Best Buys return/exchange policy stating that only three items can be returned and everything else after that is deniedBest Buy said it's written in their policy online, but as we looked it said you can return pretty much everything (even broken, or items with missing parts) for at least a partial refundPlus full Return Activaty Report (included in this response) shows that ONLY three returns were made since October and the rest were denied! So Best Buys GENERAL RESPONSE does not satisfy me, or resolve anything! At the Best Buy store I was told that after 5-returns system would start denying all returns - if its true why it went off after THIRD return? I DEMAND Best Buy to add this "LITTLE" return DETAIL to their policy of returns and exchanges!!! If they DON'T add it, than why even bring up someones Return Activaty Report? Also since there was NOTHING in their policy about number of return that could be made and only three were on Return Acttivaty Report (not 5-like Best Buy was saying) I DEMAND that I would be clear off to return anything I need and not wait until February of 2018!!!

Dear Revdex.com,We are very sorry that the "vouchers" were not included within the DVD package. I regret that we will be unable to refund the DVD's as there is nothing defective about the product. The voucher that were not included was the fault of the manufacturer not Best Buy. Best Buy
did make an effort to send the customer vouchers unfortunately they were the wrong ones.However as a gesture of good will, Best Buy would be happy to send the Customer a $** Best Buy Gift Card for any inconvenience or frustration this may have caused. as the Customer has requested that we communicate through the Revdex.com, Please Advise if customer accepts this offerThank you,LS

Dear Revdex.com, The Customer has been refunded back to the original form of payment on 12/07/Customer can view the receipt in there .com profile..com allowance coupon was also refunded. We apologize for the inconvenience and frustration this may have caused the customer.Best Buy
considers this matter resolvedThank you,Larry S

I am rejecting this response because:
A Best Buy manager (Mario ***) promised us a new screen and audio/video receiverWe did not ask for these itemsWe were also told by Charles "Brian" *** that he would assist us in obtaining a refundI think it is obvious that we have not received services as described when we paid for services to be completed on 2/13/and they still have not been completed TEN MONTHS LATERCorporate representatives have already advised us that this issue is out of the purview of the local stores as it is a Geek Squad issue, hence the escalation to Mr***...who assigned it to Mr***

I am rejecting this response because:My issue was not addressedLooks like you need to read again to answer.issue - why do you take 2-business days to return funds to my best buy gift cards thus stopping me from using it again.? Best buy canceled by order and I am not responsible for their issues / system deficienciesWhy block by Gift card fund that I have already paid for?That is not fair

Revdex.com,
Thank you for bringing this to our attentionPlease know that I did reach out to the customer, who advised me that the Best Buy store did resolve her issueShe received a new refrigerator, and it was delivered on Tuesday
The customer was appreciative of the follow up, and does have
my information should she need anything further
Thank you again for allowing us the opportunity to address the customer's concern
Regards,
Sarah L

Dear Revdex.com, Thank you for bringing this to our attention. As the washer and dryer are outside of the 15-day Return and Exchange period, we will be unable to provide an exchangeMs*** would have to set up service to have the machines repairedAn exchange would only be provided if the
product met specific criteria determined by a technician. Sincerely, Dan S.Best Buy

Initial Business Response /* (1000, 5, 2015/07/22) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your television issueI am Andrew *** with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear about
this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company
I would like to speak to you directly about this issuePlease contact me at the information below
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at [email protected] or to call me directly at (612) ***
Sincerely,
Andrew ***

Dear ***, 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 HeadquartersI apologize for the Customer service rep not offering you the sale price on the TV that was canceled online and
for any inconvenience and frustration the matter may have caused you I am pleased that we were able to complete the sale of the *** TV for you at the sale price over the phone today July 8. 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,Thank you for bringing this to our attentionOur Executive Resolution team was able to review this experience.We have tried contacting the customer through both email and phone but have not been able to reach the customerWe encourage the customer to respond back to us via one of the two
methods as we are looking for more information so we can create an agreed resolution. Since we have tried multiple methods without a response, Best Buy considers this matter closed at this moment.Best regards,Daniel S

Dear Revdex.com, Thank you for bringing Ms***'s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Ms*** directly and found a solution acceptable. Best Buy considers this matter closed
Sincerely, Scott M

I am rejecting this response because: they did credit me but I got a threatening email from customer care and I had to send them emails for bestbuy.com they never respond back to me until Revdex.com got involved Revdex.com please put this email I am sending you can you please put them in your files with this response that I am sending now thank you *** *** ***

Dear Revdex.com - The credit is in process. We do not have any way to expedite it. Best Buy considers this matter closed.Regards, Amy

I am rejecting this response because:The poor customer service issue and misinformation on the matter are still not resolvedI do not feel comfortable replacing the order when the data I was given by both Best Buy employees and website were inaccurate Moreover, when I called again the following day on July 17th to resolve the matter, another manager, Johnny, was about to help me, however - later -refused because prior manager, Kevin Drefused to help on July 16th as wellHer original words were " I cannot go over his head" When I asked for the name of their manager to speak to, or how to contact corporate offices - she refused to give the information.I have been a customer with Best Buy for long time, however, the customer service for online purchases became extremely poor lately and it is frustrating that even the business's response to this case still does not resolve this matter Thank you.Best Regards,Customer

Dear Revdex.com,The Mr*** has received a full refund for the Order in question back to his original form of payment as of 6/28/2017.We apologize for any inconvenience and frustration this may have caused.Best Buy considers this matter resolved.Thank you.Larry S

Dear Revdex.com,Thank you for sending this for reviewI have looked into the customers order and see that item was returned on Friday 4/I still called the customer to discuss the matter with him however I had to leave a messageAs a gesture, we will be sending him a $** Best Buy Electronic Gift Card
which will be emailed to him and he will receive it tomorrow eveningI also left my contact information to the customer in my message in case he would like to discuss this with me further.Thank you,Karla B