Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for the referralI am sorry to hear the customer felt berated, as we never want customers to feel that wayNonetheless, the Return & Exchange policy (http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608000500...⇄ includes a Final
Sale and Nonreturnable Items clause, which states: "Other nonreturnable purchases include...items returned that are damaged, unsanitary, or missing major contents." Earbuds are not returnable if opened, as they are not considered sanitary for resaleThis concludes Best Buy's consideration of this complaint

Thanking you for making this right. 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

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 Ms*** - We have reached out to the General Manager of the Arlington location and she will be contacting you directly to address your concernsWe appreciate you bringing this matter to our attention.Regards, Amy C

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

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com caseMs*** has the option of contacting our Geek Squad directly at 1-800-*** if the replacement phone received under the GSP plan Terms and Conditions is defectiveHowever, we would be unable to accommodate Ms***’s service fee refund request as per the Terms and Conditions of the GSP plan we outlined in our previous responseBest Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus *** ** *** ***

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 forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer Our records indicate the products were delivered successfully on 12/30/Please note that Best Buy does not provide compensation for
lost time, wages, or monthly dues in any circumstance, and we will not be paying any outstanding rent payments on behalf of the customer At this time, we feel this matter is fully addressed Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

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, 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

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 bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by the customer and we are great full that you would let us know Upon reviewing, we have identified that Mr*** has placed extensive orders for the item
mentioned on his complaintUnfortunately, products some items on our regular site do have limits when ordering per customer per householdBest Buy has cancelled some of Mr*** orders for that reason Below are links to our website about our terms of use and for we provide information about quantity limitations Please review the terms of use for BestBuy.com by visiting this link: http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ You can find our policy on order quantity limits here: http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ Again, thank you for contacting us

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence of the matter has been assigned to our Executive Resolution Team for proper review. We apologize for the experience you have had when trying to obtain a Geek Squad Protection replacement
for your phone. Our records indicate that August in a Gift Card was issued to replace a phone. With the current phone you would have to go through the proper steps with our Geek Squad to obtain that express replacement. Please call ###-###-#### to follow the proper steps in replacing your phoneBest Regards,

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,

Dear Revdex.com,Thank you for bringing this matter to our attentionAfter thoroughly researching the purchase and the subsequent service order, Best Buy will not be able to replace or repair the damaged television that the customer purchased on 12/20/Unfortunately, we have no way to verify
what happened to the TV during the month timeframe that the item was in the customer's possessionThe technician reported that there was impact damage to the unit, which is not covered by the customer's Geek Squad Protection.If the customer believes that this was a manufacturer's defect, they will need to work directly with ***They can be contacted at ###-###-#### to file a claim.Best Regards,

Dear Revdex.com, Best Buy has attempted to contact the customer and has not received a reply to phone calls or e-mailsIf the customer would like to further discuss this concern he is more than welcome to contact us using the information provided in the correspondenceNevertheless, please forward
any additional concerns to our office and we will respond accordingly Sincerely,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,

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,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