Best Buy Stores, LP - US Headquarters

October 2,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as the charge in question was disputed and our offices responded accordingly to the dispute and reversed the chargeThe
charge was found to be fraudulent for the order that was ultimately found to have been shipped to FloridaNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus
terrance.***@bestbuy.com

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear Revdex.com,
*** contacted the Best Buy executive offices via email on 9/30/The information she provided in her letter (the same as in this complaint) was forwarded to our Appliance Customer Care team on 10/1/They
specifically work on issues related to appliance installation and can provide the appropriate level of care to bring this matter to a resolutionA member of their team will reach out to *** if they have not done so yet, and will be her point of contact going forward
Thank you,
Dan ***
Best Buy Executive Resolution Team

Initial Business Response /* (1000, 11, 2015/10/13) */
Dear Revdex.com,
Since the Geek Squad Protection Plan is expired and the phone was replaced over thirty days ago, we will be unable to replace phone as it is no longer covered
Thank you,
Dan ***
Senior Specialist
Executive
Resolution Team
Initial Consumer Rebuttal /* (3000, 13, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they did not address my complaint, but merely repeated what I had already been told by their customer service

Revdex.com, Thank you for bringing this to our attention. Please know we have been able to credit the customer back $for the headset, and sent a $gift card that was offered in addition by a previous customer service agent. Regards, Nick S

Dear Revdex.com,Best Buy goes out of our way to ensure that the proper timelines for returns are communicated to our consumersOur client's receipt clearly indicates that phones and carrier connectable devices are to be returned with in days.Since the phone was purchased on 7/(day one), our client
would have until the 07/to return the device and contractBased on date she spoke with the store, listed as 7/- our client was outside the return period.Unfortunately, Best Buy will not be able to accommodate the return of the contracts nor the phonesAccording to our notes, she was provided with a pro-rated refund on the mobile Geek Squad warranty.Thank you,Ash E

Dear Revdex.com, The $gift card she was sent was in addition to the a $gift card that is on it's way to her. Thank you

Dear Revdex.com (Revdex.com): Thank you for bringing *** *** concerns regarding the Whirlpool range purchase to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the Whirlpool range
purchased was received damagedThe Whirlpool range was a clearance item with the purchase price being discounted; however, stock is no longer availableMs*** was provided a $Best Buy gift card when they contacted our call center on 5/11/and offered an additional $Best Buy gift card and assistance in purchasing a comparable model by our Social Connections and Innovations representative Fey; however, Ms*** declined the $Best Buy gift card offered and requested a refund on 5/16/for the range purchase as the unit was no longer availableOur Bowie store processed the refund back to the original form of payment (C.C.) as per our return policy on 5/16/Thank you again for making Best Buy aware of this situationSincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus Tell us why here

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about our gift card promotionMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about any confusion regarding the promotion 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
After reviewing your order it does seem that your should have been eligible to receive the promotional gift cardI have taken the liberty of sending one out the address you've providedThis can take 12-business days to arrive via USPS
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I am only responding because it said if the Revdex.com didn't hear from me by 9/18/they would close the caseI appreciate your help, but as you can probably already tell I am skeptical of the "checks in the mail" line as I have heard this for over a monthI will close the case and respond favorably when the gift card is physically in my hand and I can walk in the store and use it with no hiccupsthank you again
Final Consumer Response /* (2000, 8, 2015/09/17) */
Final Business Response /* (4000, 16, 2015/10/01) */
Hello,
I apologize for the delay!
I have gone ahead and reissued this card to the address provided
Thank you for your patience with us
Cassie E

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 9/12/Best Buy was able to fulfill the delivery on the date promised. We have addressed the concerns with our customer and explained the process of this particular pre-order as well
Nevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,John S

Initial Business Response /* (1000, 5, 2015/06/10) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your Geek Squad protection plan for cellular devicesMy name is *** with the Executive Resolution Team at Best Buy Corporate
Headquarters and your complaint has been forwarded to me
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 companyI am currently looking into your issue with the partnership of leadership within corporate to find a suitable resolution for youIf you can allow me 24-hours for follow up with you, I am sure we can find a way to fix this issue
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf you have any questions or concerns please feel free to follow up with me at ***@bestbuy.com
Sincerely,
***

Dear Revdex.com, Thank you for giving us the opportunity to address this concernWe have been in contact with Ms***, and we have come to a mutually agreed upon resolution to this concern. Thank you,Gail D

Initial Business Response /* (1000, 7, 2015/12/15) */
Dear Revdex.com,
Best Buy is sorry to hear that the customer felt misled by our terms and conditions of the Mobile Geek Squad warranty
Best Buy mirrors the process used by other carriers when it comes to mobile repairs and deductibles
Below
you will find a portion of your receipt indicating that fees may apply
MONTHLY GEEK SQUAD PROTECTION
For each claim, your Geek Squad Protection
(GSP) Service Fee will be $You
have purchased a month to month plan, which
will automatically renew until canceled
Your credit card will be charged on a
monthly basis for the plan identified on
this receiptCall 1-Best Buy to cancel
this plan
My card will be charged monthly for the
Geek Squad Protection planFull terms are
at bestbuy.com/servicestermsconditions
I agree to receive the terms by email
Service fees and claim limits apply
For the full terms and conditions of our mobile warranty, please view the link below
http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat280100050014.c?id=p...⇄ /> Best Buy apologizes for any frustrations that this situation may have caused
Thank you,
Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have reached out to the customer and will be addressing her concerns directly with her Thank you

I am rejecting this response because: Although I am under manufacturer warranty *** still insists that I must contact the merchant, Best Buy, for a replacement Best Buy tells me I must contact *** because I am still under their warranty This is the run around I have been getting for the past three months Please note both companies have been setting up repair appointments I've had at least repair appointments I cannot afford to keep staying home and lose wages for these appointmentsNone of the companies have repaired my ice maker These repair companies either fail to show up or install the incorrect parts I would like to open up a claim with *** also Please advise the correct steps to do so Which Revdex.com do I contact for a claim against Frigidaire Because the refrigerator was purchased at Best Buy I was told by *** to contact them I want a replacement This product is defective I've given it enough tries This is a reasonable request that after several repair attempts within months

I am rejecting this response because:
As I previously stated, Best Buy in PTC GA, did not have any of the phones I purchased to return so I could receive the gift cardThe policy is to return and repurchase so I could receive the gift card but the location did not have phones in stockWhat should I have done, made them appear miraculously?! Best Buy is being unfair in this situationMaybe I should stop shopping at Best Buy and take my Elite status elsewhere?

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your TVMy name is CAssie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear
about your Tv failure 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
Best Buy has a day return and exchange policyThis is printed on the receipt you receive at the time of purchase, as well as being posted at each register and on BestBuy.comIn an effort to remain fair and equal we are unable to make exceptions to this ruleBecause of this we will not be providing you with a refund at this time
Best Buy did not manufacturer your TV, and as such we are unable to offer services under the manufacturer's warrantyI would advise contacting the manufacturer of your TV, Sharp, to obtain service on your unit
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they say it is a day return policyI was told by the sales rep if I have any problem within the first year to bring it back to best buySo my receipt says days and now the employee of the resolution team is saying daysThat isn't even the same amount of daysSo that is further proof of being told information from best buyAlso employees at best buy told me they have never had any issues with the sharp aquousThan one of the managers said they have seen quite a few issues with this tvSo again informationThey shouldn't be selling a tv they know will fail and if they do, they should at least be honest when asked if there has been any issues with this tv at time of purchaseI was sold a tv based on information from the get goComparable to selling a vehicle or house with known problems with out disclosing

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the price match request 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 price match
was deniedAfter reviewing their purchase, we have credited their online purchase $for the ApplewatchMs*** was sent an email confirming the price match on 05/17/to the email address they provided for the online order Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: Lucas was made aware of the Microsoft Office and Home Inspector Pro software when I gave him my laptop and I was assured that my laptop would be returned to me exactly the same as I submitted itIt wasn't! They tried for more than a day to recover the lost data and when that failed, offered to send the hard drive somewhere that the technicians are apparently more competent, stating that for an additional (but yet discounted rate) charge, they would try yet again to retrieve the lost dataIt was also stated that there was no guarantee that this would work, but yet they wanted to charge me more for their incompetenceI was told that this could take as long as eight weeks and that they would let me use a hard drive while they sent mine awayAs I stated previously...I'm not interested in spending any more money with Geek Squad or Best Buy nor trust them with my computerAgain, as I stated previously, an acceptable resolution would be to credit the cost of the 24/support ($279.01) to the Best Buy credit account that it was charged to because I have no intention of ever considering the Geek Squad for any further servicesAlso credit the data backup cost ($79.99) to the Best Buy credit account that it was charged to.This is and was terrible customer serviceThe Geek Squad and Best Buy screwed up and lost my data due to the under trained technician(s) that I mistakenly trusted with my laptopI had four years and thousands of hours invested in the data that the technician(s) erased in one fatal swipeThe amount that I'm asking to be refunded is minuscule compared to the value of the cost of my time it took to create the data that was erased.Do the right thing!

Initial Business Response /* (1000, 5, 2016/01/18) */
Dear Revdex.com -
We are already reviewing Mr.***'s concerns regarding his cell phone upgrade and billingWe are working with his cell phone carrier and the store where he purchased the phone to see what options there may be
Regards,
Amy

I am rejecting this response because:
That is an unacceptable answerThe return agreement that Best Buy is referring to didn't specifically state whether the next return WILL be denied, but rather that it MIGHT beIf the next return WILL be denied, Best Buy should never have allowed the product to be purchased in the first placeThis is incredibly anti-consumer and will not be toleratedExceptions CAN be made, but Best Buy chooses to permanently lose a customer over something so trivial to them.Products were purchasedSaid products had terrible quality problemsThe problem products were returned within the standard two-week return windowBest Buy denies a return because they aren't interested in honoring their standard return policyHow does this make Best Buy look? They clearly aren't interested now, but they will be when a consumer lawyer serves papers to them.Best Buy has one more chance to make this rightIf not, Best Buy will forced to pay, even if it comes at a cost to meI WILL NOT STOP until Best Buy does the right thingThis entire situation could have been avoidable if Best Buy would offer quality products that didn't require being returned so many times