Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the gas range and fridge delivery purchase and delivery service to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet
their expectations We have in place a specific team for assisting customers with appliance delivery service*** ***’s Revdex.com complaint was forwarded onto our Geek Squad appliance escalation team and assigned to Case Manager Agent Defender *** *** who will contacting *** *** directly and resolving their concernsThe latest information we received is *** ***’s team is currently working on and processing a return and refundTo verify or receive the latest status, Mr*** can contact Geek Squad Agent Defender Case Manager *** *** directly at ###-###-#### 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 feels that we have addressed this issue in our previous response, and we will not be providing it additional considerationThe AppleCare plan could not have been sold without the customer's having signed acceptance of the terms and conditions of the planThere is responsibility on the part of the consumer to familiarize themselves with the contents of a contract prior to signing acceptance of it.Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

Dear Revdex.com,Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience caused to the customer.The tablet is unfortunately outside of any warranty with the manufacturer, as well as Geek Squad protection, as of April 07, Because of this,
we are unable to repair the deviceWe are currently working with the customer to find an amicable resolution and will follow up with her directlySincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Dear Revdex.com: Thank you for sending this on for review*** *** did not do an in-store pickup of an online order for his mother, in this caseThe charges the customer is contesting stem from an in-store purchase (receipt attached)The customer used a card to pay for the phone and the AppleCare
during the initial transaction, which bills monthly; all of which is disclosed on the receipt the customer signedBest Buy will not be refunding any of those charges based on full disclosure and legaleseThank you!

Dear Revdex.com,Thank you for bringing this matter to our attentionWe appreciate the customer’s feedback about our existing Price Match and Returns and Exchange policy regarding mobile phone purchases and accessories.Our mobile phone carriers require that any promotion be attached to a same day activated
device, and the store is not able to process this transaction without a successful return and exchangeOur carriers strictly hold Best Buy to this policy and we apologize if Verizon would take days to adjust your accountWe stand by the store’s decision and are unable to provide a VR headset without a successful return and exchange of your device Best Regards,

I am rejecting this response because:
It does not address the unethical practice of charging me in the first placeI agreed to a price for a item package that was $paid to Best BuyBest Buy took action and cancelled one part of that package (not my choice) they then charged me $on a $order because they cancelled an item and wouldn't fulfill the entire orderThat is unethical and unacceptable

December 7, To Whom It May Concern: Best Buy must direct *** *** to the terms of the return/exchange policy with regard to his computer purchase or to work with the local Best Buy store location regarding the difficulties that he has experiencedNevertheless, please
forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will close this complaint once payment has been received

Dear Revdex.com, Thank you for your partnership in this matterCorrespondence regarding this case has been brought to our executive resolution team for proper review.At this time, we have been in contact with our customer to address this issue and have reached a resolution to meet the customers
needs. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because:
I had to take off work five different times for a delivery that took almost three weeks to be delivered I do not feel that I was fairly compensated for the stress this situation has causedI was also told my dishwasher was going to be installed but was dropped in the middle of the floor and I was told someone will be back to install itNever happened

Dear Revdex.com,Thank you for giving us the opportunity to address this concernBest Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claimsOnce information regarding a damage claim has been received by
Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issueWe have an open active claim for this matterIt is filed under claim number ***-For any questions or current status of the claim we encourage Mr*** to contact Sedgwick directly

Dear Revdex.com, Thank you for bringing the customer’s price match concerns to our attention. Best Buy’s Price Match policy states, "If we lower our in-store or online price during the return and exchange period, we will match our lower price, upon request Unfortunately, the customer's
*** TV match was requested outside the customer's 30-day Elite status return period, and we would not be able to accommodate his request Sincerely, Dean *** Executive Resolution Specialist ###-###-####

Dear Revdex.com, Our records indicate that on 12/a member of our Mobile Support team spoke with *** ***-*** regarding this matterThe member of our Mobile Support team contacted and spoke to leadership at store *** in Kalamazoo, MIA manager at the store stated that the phones would
need to be reprocessed in order for her to receive the promotionTherefore, they would return the devices with no restocking fees and then she could purchase them again under the new promotionThis was also explained to her by another associate when she was in the store previouslyHowever, they stated that *** did not want to go through the process at the timeThe Mobile Support representative reiterated this to the *** and it appears the exchange was processed on 12/23/16. Thank you, Dan S. Best Buy

Dear Revdex.com, We have contacted the customer and worked towards an amiable resolutionWe have also informed store and district leadership of the customer's experience so that appropriate actions can be taken to correct any erroneous behaviors in store The customer has our contact information and understands the resolution provided Thank you,-Derek W

Dear Revdex.com,Thank you for sending this for reviewI have called the customer directly and I am waiting for some email communications he has had with *** once I review those emails I will be calling the customer to let him know Best Buy answerThe customer has my contact information to reach me
directly as well.Thank you,Karla

Dear Revdex.com: Thank you for sending this on for reviewI reviewed this matter and have issued a refund for the full order amount, which was $Please allow 3-business days to post to the original form of payment

10/18/2017To whom it may concern,As it turns out, Best Buy store *** has rectified the situation by canceling the exchange delivery and redoing the exchange in store as of 10/15/2017. We have also reached out to the customer in regards to their concerns and forwarded the relevant information
to the involved departments as feedback. Should the customer have additional information to share or other concerns to address please feel free to reach out directly

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Revdex.com,
Thank you for bringing Ms*** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
The customer's local store completed a data backup at their location
before sending the computer to our service center, and a speaker cover was damaged during the data backupThe top cover of the computer was replaced due to the damage caused by the storeHad the store not damaged the speaker cover, the repair for the melted hole would not have been covered under the manufacturer's warranty as it was not deemed a manufacturer defectBest Buy will not be providing a return or exchange on this computer
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If Best Buy service center can not explain to me what caused this melted hole in this laptop then it must be a malfunction or a defected productCall it whatever you like but it is not typical for a laptop to melt all by itself and be in safe conditionThere is something wrong with this laptop! Once again, for the safety of my home and family I think this should be replaced because you have no explanationPlease review picture that I previously submitted
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Revdex.com:
Best Buy feels that we have fully addressed Ms***'s concerns that were forwarded to your office in our previous response and we maintain our positionThe issue with the computer would not have been covered by the manufacturer warranty as it was considered customer abuseAs noted before, Best Buy will not be providing a return or exchange on the computer
Regards,
Kathryn S

Dear Revdex.com, We have verified the General Manager of the store involved has attempted to reach the customer and has left him a voicemailPlease instruct the customer to reach out to him. Thank you,Best Buy

Dear Ms***, Thank you for bringing this matter to our attentionBest Buy has fulfilled on the customer requestsA new television was delivered and fully installed at no charge and the previous television was picked up and returned to the store.Best Buy considers this matter fully
addressed. Thanks,