Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing Ms*** *** concern regarding the computer repair service under the Geek Squad Protection (GSP) plan to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did
not meet their expectationsAfter receiving Ms*** consumer complaint, we contacted our Irving and Arlington store’s management teams regarding the computer repair requestThe service tag from our Irving store (#***) had limited information on the software installation they requested and there were no service tags for repair created or opened for Ms*** at our Arlington store (#***)For any software issues like Microsoft Office, a product key would be required for the store team to assist as the product key comes from Microsoft Best Buy is unable to substantiate their allegation service was denied under the contract’s terms and conditionsIf Ms*** requires computer service under the plan, we recommend they bring the computer to our Irving store or Arlington store (#***) and our Arlington store’s Geek Squad Manager Tommy *** *** can provide further assistance 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: 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

April 28, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns of Mr*** in the previous correspondence forwarded to your office on April 21, 2016, and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

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 ***

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 *** - 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, 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 ?

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer did receive the Otterbox case on November 4thThe tracking number is ***I called the store where the open box iPod Touch was being shipped from, and they do not have it, indicating that it was
in fact picked up by the USPSIn good faith, I have made a onetime gesture to refund the customer for the iPod Touch as well as the Apple Care which is to be canceledThe total refund is $This includes ex[edited shipping chargesIt will be dispensed in two amounts, and should appear in the next 1-days or 1-billing cycles depending on the customer's cardWe have done this as a onetime only exception with the expectation that the customer will return the iPodTouch should it arriveThank you for allowing us the opportunity to address these concerns Regards, Sarah L

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 ***

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 forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience or frustration this may have caused the customer We have verified the distance between Best Buy and Walmart, with coordinates provided by the customer, is greater than miles
and would not be eligible for a price matchThis is why the store denied it. We will not be providing a price match for this issue and consider the matter closed. Sincerely,Kelsey F

I am rejecting this response because: The information provided by Best Buy's website and acceptance of my order indicated that their system acknowledge inventory and accepted an orderI have the emails from the website showing the above mentioned factsNow if they want to indicate to me that they consistently provide misleading information and order acceptance is no guarantee of actually filling an order, then I will acknowledge
From my standpoint, they falsely provided information and took an order based on inventory your showed available at two store locations, McKinley and the Galleria in BuffaloIn addition, I would ask the Better Business to provide other potential customers the fact that the Best Buy website does not provide accurate information and buyer beware when placing an order on their websiteInformation provided does not guarantee they will fill an order taken

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

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: 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

Revdex.com,Thank you for bringing this to our attentionPlease know that that we are sorry to hear that the repair took longer than anticipatedThe repair was successfully completed, and should be arriving at the store any day, if it has not alreadyOur Manager Josh, in good faith, will be offering to
exchange the unit for the customer once in the storeThe customer would want to connect with Josh on those details if she has not alreadyThank you again for allowing us the opportunity to address our customer's concernsRegards, Sarah L

I am rejecting this response because: I want a refund if I have to I will sued best buy corporation I do not understand why this store is so greedy if my refund can be a tax write off as a loss I am not happy I hope the vice president see this thanks bye

I am rejecting this response because: It may be posted on the wall and on the receipt, but the salesman made a point to say I had days to return without a restocking fee., not that after that date it is non returnable., If that is the case, why is it not a point made in the return conversation ??

Dear Revdex.com, Thank you for contacting us regarding this matter. When the customer purchased the laptop, Geek Squad Protection was also purchased for Accidental Damage from Handling. A copy of the protection plan terms and conditions can be found here
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous. The customer brought in her unit with drop damage done to the screen and caseThere was no means of determining whether or not the hard drive had been impacted from the drop. When the Geek Squad agent checked in her PC, data backup service was offered for a fee. The customer declined the data baservice which was documented on the service order. The device was sent to Geek Squad City for repair. Upon inspection at Geek Squad City, the technician found that the hard drive failed the diagnostic test and would need to be replaced. Best Buy has offered to do a level data recovery from the damaged hard drive, but the customer has declined the service. The warranty work being performed covers the repair of the device, but it does not cover data recovery. The customer will have to pay for that service if she wants it performedThank you, David M

Dear Revdex.com, Thank you for your continued partnership in regards to this matter. We have verified that that customer purchased two phones with two protection plans which are active. The proper steps the customer has to do is work with our Geek Squad Fulfillment team to get the phone repaired or replaced. The number the customer needs to contact is ###-###-####. At this time the phone is in stock to replace which is why the customer is not receiving a Gift Card for the phone. Prior experiences were handled different since the phone was not readily available for the customer at that time. Best Buy considers this matter closed and advises the customer to follow the proper steps under the protection planBest Regards,