Best Buy Stores, LP - US Headquarters

Have placed multiple calls and left voice messages to *** *** with no response

Initial Business Response /* (1000, 5, 2016/02/08) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionPer our return policy (reference link below) opened video games can only be exchanged for identical items
Best Buy will not be allowing for a refund as the game has been
openedBest Buy considers this case closed
Return Exchange Policy:
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ /> Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not state that on there receiptThey would not give me store creditIt's not only about there policy it's how your employees are rudeSo you rather have a customer never shop at your store again? As a credit card holder ?

Dear Revdex.com, Thank you for making Best Buy aware of this issueAfter receiving this complaint, Best Buy was able to process a full refund back to the customer's Paypal accountWe sincerely apologize for the delay.Thank you, and please let us know if you have any questions.Best,Cassie E Exec Res
Sr

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 Headquarters. I am very sorry to hear about the delay in the Gift Card that was issued for the replacement of your phone and I
apologize for the inconvenience and frustration the matter has caused you.A Best Buy Gift Card in the amount of $was sent to you via email at *** on 11/1/2016.This is the full price amount of the Samsung Sphone at the time of purchase on 6/05/Customer Service Pin # *** *** *** ***. We regret that this phone was no longer available.Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolvedSincerely,Larry S

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that We have delivered the product but unfortunately the unit was damaged upon deliveryHowever, we will continued to work with the customer to bring closure and fully resolve this matter Thank you

Dear Revdex.com, Our records indicate that *** *** was refunded $for one of the lenses on 11/27/at the Best Buy store in Emeryville, CAThe other lens was sent back to our BestBuy.com online returns center*** *** was refunded $for this lens on 12/4/This matter should be
resolved Sincerely, Dan SBest Buy Thank you! Dan ***

Mr*** *** initially brought his Jeep Grand Cherokee in for a rear end noise on 10-5-15. We diagnosed the problem and replaced the ring and pinion and other parts associated with this repair. When the technician drove the Jeep after completing the repair (no more than
miles), it wouldn't go over mph. Because of this, we further evaluated and determined that the problem might have to do with the transmission. The customer requested a worst case scenario estimate of replacing the transmission. He also obtained an estimate from *** Transmission down the street. Their estimate was less expensive than ours so he elected to have them further diagnose/ repair the transmissionAfter *** was completed with the transmission diagnosis/ repair, the Jeep was still displaying the same characteristics that it was prior to them working on it. At that point, it was determined that our dealership installed the wrong ring and pinion gear ratio. We corrected this problem at no charge to the customer. This leads us to believe that the transmission didn't in fact need to be replaced/ repaired. We would have identified this if the customer allowed us to further investigate the actual problem, which was not the transmission. In the name of customer service and good will, we will be happy to discount our repair 20% which would amount to us reimbursing Mr***, $Respectfully, Brian ** *** Tom O'Brien Chrysler Jeep Dodge Ram U.SNorth Greenwood, IN Office: (317) 534-Fax: (317) 885-Toll Free: (866) 290-www.tomobriengreenwood.com

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Boost mobile Samsung Galaxy no contract phone refund request to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsMs***’s purchase was made from our Best Buy eBay store on 03/06/2016, order #BBY01-***The phone being returned has not been received by our returns center and would be unable to accommodate a refund request at this timeWhen Ms*** called our contact center, she provided the following tracking #: *** UPS has informed us this is not a valid tracking # from their shipping companyUntil we can confirm receipt of the phone return to our warehouse, we would be unable to accommodate Ms***’s refund requestWe recommend Ms*** return to the location where the return shipment was processed and provide a valid tracking # and the return address they sent the phone toThe return shipper should be able to assist her in providing documentation or verification the phone was received at the address they shipped it back to in order for a refund to be processedThank you again for making Best Buy aware of this situationSincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear *** - We can see that you have made a number of requests and inquiries regarding this issue. We can additionally see that your request for a refund of the copayment for the replacement phone was denied due to the amount of time the replacement phone was in your possession. As a
good faith gesture, we have requested an $check to be mailed to you at your address of record. Based on the information available to us, we feel this is fair given all of the events that took place. Best Buy is making an exception by providing you with this check and we do consider this matter closed. You can expect to receive the check within the next 10-business days.Regards, Amy C

Initial Business Response /* (1000, 9, 2016/01/14) */
Dear Revdex.com Thank you for this referralI called and e-mailed ***She has not responded; therefore, I assume the issue resolved itself and I will close this Revdex.com ComplaintHowever, *** has my contact information and if anything is
still pending - she may reach out to me and I will work with her towards a satisfactory resolution

Dear Revdex.com,Thank you for bringing this matter regarding case *** to our attentionAt the time of exchange on 01/30/16, our customer opted to purchase a new Geek Squad plan as the pre-existing plan was fulfilled through this exchange processAt this time, the customer agreed to the terms and
conditions of this plan, which state:"Accidental Damage from HandlingSubject to the claim limits described below in Section 12(c), if during the Coverage Period you submit a valid claim notifying us that the Covered Product has failed due to accidental damage from handling (ADH), we will either (i) repair the damage using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Product with a replacement product that is new or equivalent to new in performance and reliabilityRepair or Replacement of Covered ProductsAny time your Covered Product is to be repaired or replaced in accordance with these Terms and Conditions, at our sole discretion, we have the option of: aRepairing your Covered ProductReplacement parts utilized for repair service will be, at our sole discretion, new, refurbished or non-original manufacturer’s parts that perform to the factory specifications.bReimbursing you for replacement with a voucher or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product.cReplacing your Covered Product with a product of like kind and quality and of comparable performanceIf we replace your Covered Product, the following may apply:• Technological advances may result in a replacement product with a lower selling price than the original Covered Product; • Replacement products and parts may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts; and • Covered Products and parts which are replaced become our property except where prohibited by law." The customer would have received an emailed copy of these terms at the time of the exchange, and these terms are also available through https://www-ssl.bestbuy.com/usw/termsconditions/anonymousWhile we apologize for any inconvenience this may have caused, the store is following in accordance with the agreement of these termsI have found an open service order for this tablet in question saying the product was sent to our service center for repairAs of 01/05/17, our service center has authorized an exchange for the product, and we recommend our customer reaching out to their store for further assistance if they have not done so already.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Our records indicate this TV was replaced on 1/7/This matter should be resolved
Please let us know if you need anything else from us
Thank you,
Dan ***
Best Buy Executive Resolution Team
Initial Consumer
Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response to this issue by the business as being fairI am appreciative to both the Revdex.com and Best Buy

Dear Revdex.com: I will send the customer a check for $to cover 10% off the price of his television (SKU: | $- $(sale) - $(discount) = $2500)The customer must coordinatewith the General Manager of the store, Melissa ***, to resolve the remaining issues - the soundbar, the remote, and the Netflix promoShe is prepared to partner with the customer the resolve those three issues, but they must work togetherThank you

I am rejecting this response because: I still have not received all of my items that I paid for with Best BuyI've had my stove come in the morning and my refrigerator come in the afternoonI still don't know we're my dishwasher is I've had a horrible time with Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy has been in contact with the customer and store regarding this matterBest Buy has determined that the computer in question was brought to our Geek Squad due to a possible operating system restore/repair issueDuring initial
diagnostics under the Protection Plan, the HDD (Internal Hard Drive) failed out of tests, indicating the HDD was beginning to fail when it was brought to Geek SquadThis could have caused the issues that the customer was experiencing with the operating systemAfter diagnostics, the customer was contacted and provided with options available for serviceSince the customer had not backed up their data, we offered our Data Transfer Service ($99.99), which the customer declined to pay forPlease be advised that per the terms and conditions of the plan that the customer agree to at time of purchase it is the customer’s responsibility to: “make sure to back up software and data residing on the Covered Product prior to obtaining service from us.” However in an attempt to provide excellent customer service, Best Buy allowed for a one time exception and provided an override for the data transfer feesThe computer has been sent out for HDD repairs under the Manufacturer Warranty and is currently in route back to the store, one week sooner than the estimated date of completion initially provided to the customer prior to sending the unit to serviceBest Buy feels we have accommodated the customer to our best abilities within the policies of both the Protection plan and Manufacturer’s WarrantyBe advised that Best Buy does not compensate for “lost work time” as the terms and conditions specifically state: WE WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM OUR OBLIGATIONS UNDER THIS PLANThank you, Best Buy

Dear Revdex.com -Our records indicate that this customer has already received a price match for the television in question. On July 5, a price match was processed. A credit of $was processed back to the customer's Best Buy credit cardRegards, Amy

Dear J***,Best Buy would like to apologize for the inconvenience and frustration behind the recent delaysI have forwarded your frustrations to the appropriate store management teams along with the district managers to review and address these concerns internally.Based on your communication, I can
see that a $credit was offered to you but not applied to your orderI will be more than happy to mail out a check for $to offset the creditThis check will arrive in the mail with in 7-business days.Thank you for your loyalty and patronage.Kind regards,Ash

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. Best Buy contacted me as promised by the response and worked to fix the problemThe item was delivered on the promised date and in expected new condition

Dear Revdex.com, Thank you for bringing Corey's concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have been working with *** through our Social Media Channel. We were able to find a solution acceptable by the
customer. Best Buy considers this matter closed Sincerely, Scott M

I am rejecting this response because: I want to make sure that what I was told is in fact going to happen This is how this whole quandary started Promises were given to me, then nothing happened until I start making calls to the local management The whole matter has dragged out since December I want to be sure that the unit is delivered on time and in working condition