Best Buy Stores, LP - US Headquarters

December 7, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as we have processed a return for the purchases in question and the customer can expect a credit on their account in the next two
to three business daysNevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Ms*** - We have reviewed your request along with a previous case from May 24, 2016. Our records indicate that you contacted our Primary Support call center to have a store credit and a gift card reissued. Our administrative associate who researched the reissue request found
that the store credit that you referenced had been used and had a zero balance. Here are the details of the use of that store credit. All transactions took place in the Springdale, Ohio Best Buy store: 2/12/- Google Chromecast Return - $store credit3/11/- Purchase of Stereo Cable and iPad/iPhone wall charger - $used towards purchase5/23/- Purchase of Copy Paper and Brother printer - $balance used towards purchase As of 5/23/16, the store credit had a zero balance as it had been used to make the two purchases above. We will not be issuing a gift card or store credit due to our findings. Best Buy considers this matter closedRegards, Amy

Initial Business Response /* (1000, 5, 2015/09/04) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
Ms*** left me a voice message confirming that this is resolved, as the store installed Office for her on 9/2/
Thank you for making Best Buy
aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***

Dear Revdex.com: Thank you for sending this to us for reviewThe customer's issue has been resolved, as I see a fund request for a $gift card on 7/29/16, which arrives in 2-weeks from request dateI see an exchange order and delivery scheduled for 8/9/Thank you!

Dear Revdex.com, After reviewing this customer's situation, we are emailing a return label to the email address providedWE do show record that the customer attempted return within the return and exchange periodIf the customer does not receive a shipping label within hours,
please let us know. Thank you for your patience,Cassie EExec Res Sr

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

Dear Revdex.com: Thank you for this referralI have reviewed all history and confirm the customer tried to return this within the return periodA case for a return label is still open and awaiting fulfillment; however, I have issued the refund now as a good faith gesture, since this has been so drawn out
for the customerHowever, I will not be awarding any further funds, as there is no policy dictating that additional monies are owed for attempts to contact our store or customer service centers

November 29, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as he was informed the purchase in question was outside of the price match guarantee and outside of the return/exchange time
frame. Nevertheless, 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, Thank you for bringing this to our attentionPlease know our Return and Exchange Promise is for daysWith that, our store generously offered a store credit which was an exception to our policy, and was made in good faithUnfortunately, due to the customer's behavior, the customer
ended up leaving without this creditOur store's manager did contact the customer, and made a onetime exception to refund the customer's original form of paymentThank you for allowing us the opportunity to address this matter Regards, Sarah L

I am rejecting this response because: I have not received a refundOne is being processed, however, *** (representative mentioned in the response) has yet to contact meIt has been nearly weeks since my purchase

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have contacted the customer to address her concerns and will be working with her towards a resolution Additionally, a claim has been initiated for the damage on her property Thank you

Revdex.com, Thank you for bringing this to our attentionPlease know that the store has attempted to contact the customer with no successWe have reached out over the phone times and left messagesWe also sent an email with no response What I can say is that we apologize that the
customer's exchange did not workThis can happen with new or refurbished itemsThe terms and conditions outlined in our warranty state that the product will be replaced with a refurbished unitThis is common with most protection plans in the industry Thank you again for allowing us to address these concerns Regards, Sarah L

I am rejecting this response because:
Unfortunately, this response is emblematic of the kind of service that I have received from best buy throughout this processI was not particularly clear in communicating that there were packagesPackage 1: The original package that was "lost" by UPSAnd package 2: which was sent to an address in California due to an error on the part of Best Buy or UPSThe response states that "...and the process for intercepting a package or refusing shipments extends the wait for a refund." I fail to see how this is relevant In regards to package having it sent back to Best Buy is precisely what I didThe package HAD to be intercepted as it was sent to the wrong addressWith regard to package the original "lost" packageApparently UPS had found it and sent it to me AFTER my money had already been refundedAs I believe that it is unethical to receive an item which you essentially have not paid forDisturbingly, Best Buy does not feel the same about the inverse, charging for a product which you have not given the customer"Best Buy does need to receive items back before refunds can be issued." This would make sense in an instance where a customer had received a package and then sent it backHowever, in this case, where the package was never delivered to me it does notIf a customer has not even touched a package then it is the sole responsibility of the delivery service that Best Buy contractedTherefore any problem with its safe delivery is a matter to be resolved by Best Buy and UPS and should not be a burden on the customer"Best Buy does not compensate for time." It is disappointing that best buy is not interested actually doing anything to make this up to me, the customer, and try to win me backFurthermore the general tone of this response seems to indicate that Best Buy either feels that this is an appropriate way to run a business, or simply just doesn't care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11638089, and find that this resolution is satisfactory to me. Thank you for attending to this in such a timely manner. I have used the Revdex.com before nd have always been satisfied with your service

Thank you for sending this over for reviewI have looked into the customers case and see that she has worked with several of our agents and see that she was provided a pro-rated refund for her warranty on 1/for $under case number ***Unfortunately, due to the recall we are only to
follow our process to direct the customer to the manufacture to properly address the recallWe have already made an exception to refund the pro-rated amount of the warranty we are unable to exchange the washerPlease contact *** for further assistance.Sincerely,Karla ***

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 I received a telephone call from Stephen *** with Best Buy executive offices at approximately 4:pm on August 24, 2017. He offered to refund the purchase price back to my credit cardI am satisfied with this resolution, and appreciate Best Buy's quick response. I now consider the matter closed. Thank you for your assistance

Dear Revdex.com, Thank you for the additional information regarding this situationGeek Squad services and protections can be utilized at any Best Buy, and the customer does not have to return to the store where he had the negative experience. The customer can cancel his Geek squad protections at any time. Details on how to do so can be found here: file:///C:/Users/A1217221/Downloads/geek_squad_ps_2015_09_13_to_current_v1_engli...⇄ We will not reimburse for services rendered elsewhere. As was previously communicated, Best Buy and the Geek Squad now utilize a system for scheduling appointments. Information on how to schedule an appointment can be found here: http://www.geeksquad.com/scheduling/ The requirement to schedule an appointment has been recently introduced, and we do feel it will lead to an overall better experience for customers. Unfortunately, in this instance, the interaction was perceived as poor by the customer. The customer does have Geek Squad technical support. We would invite him to schedule an appointment to have the device servicedThank you, David M

I am rejecting this response because: I have worked through this since December At this time, I will just file a law suitI have spent too much time and Best Buy has plenty of notes on there systems were I called multiple times, visited the store multiple time and called the Credit Service multiple timesThe final straw is I purchased a PC from the store this weekend and had a $in credit coming to me but the system would not allow the credit be applied even though the Sales Rep could see that I had a $credit on my accountThey even sent me an email from their system while I was there and it said I did not have an email account but yet the sales person was in my account and how they sent me an emailI am just done with the horrible service from Best Buy and them keeping my money and believe at this time it needs to move to the next levelI have given them months to address their issues

Dear Revdex.com,This situation is currently under investigation by leadership within Best BUyOnce our investigation is complete we will respond to the customer directlyThank you, and please let me know if you have any questions.Best, Cassie E Exec Res Sr

I am rejecting this response because:
Best Buy advertised a certain price, I purchased item at that price, received confirmation number and they canceled the order