Best Buy Stores, LP - US Headquarters

Sent the following email: Dear *** ***: Thank you for contacting the Revdex.com about your return concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for review Michael, I was very sorry to hear you
experienced problems returning your defective keyboard purchased at our Vallejo, CA store. I appreciate your concern and would like to assist. If possible, can you call me at ####-###-####, so we can work on options? My work shift is Monday - Friday, 9:- 4:CST. Thank you again for bringing your concerns to our attention. I look forward to assisting in this matter Sincerely, Dean *** Senior Executive Resolution Specialist ###-###-####

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

Dear Revdex.com, The camera in question was purchased on 2/6/from a third party seller on the BestBuy.com MarketPlaceThe seller was *** CameraHe has contacted BestBuy.com Customer Care on multiple occasions and they have referred him to contact the seller directly to resolve this matterThe
telephone number to contact *** Camera is ###-###-#### and the email address is [email protected]. Thank you, Dan S.Best Buy

Hello,We have reached out to the customer via telephone and spoken with the customerWe have advised the customer that the date provided to him via the confirmation email is an expected delivery date, and to refer to the email notification sent from UPS for the most updated tracking information
using the tracking number providedExplained that the product is out for delivery today with UPS and should received todayWe have offered the customer a $discount as a customer service gestureMr*** has accepted the offer and the $discount has been applied back to his credit cardMr*** was advised to allow 3-business days to reflect the $discount back into his account. Best Buy considers this matter closed.Thank you,Anthony W

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the gift card reissue request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter
receiving Mr***’s complaint, we contacted them directly and will be sending a $** Best Buy gift card and should be received in approximately 10-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

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

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

Initial Business Response /* (1000, 5, 2016/01/06) */
Hello Mr***,
Thank you for contacting best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive resolution team at Best Buy corporate
First, I want to apologize for the poor service
that you received in storeAfter working with store management I am confident that the necessary steps are being taken to prevent similar situations from arising in the future
The general manager of the store local to you has placed and order for a replacement cord and remote control to shipped directly to youPlease know that this can sometimes take 10-days to arrive
Thank you so much for making best Buy aware of this situation
Kindest regards,
Cassie E

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear Revdex.com,
Thank you for bringing *** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
After reviewing the order in question, the customer requested the order be
cancelled on 1/13/so we cannot complete the installationI have requested a check for $be sent to the address providedPlease allow 10-business days for it to arriveBest Buy considers the matter closed
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
Thanks for putting up our concerns to Best BuyWe appreciate that Best Buy is reimbursing us for the plumber charges i.e $But we don't think that this is a fair settlement
We had to cancel the order as the Best Buy customer service refused to help us at all in the matter and we were not left with any other choiceWe want Best Buy to re-activate the old order and give us the same deal that we purchased from Best Buy i.eDishwasher + installation for the amount we paidIf our old transaction has been reverted, we are willing to pay the same amount againBut we want Best Buy to deliver and install the dishwahser for us and also reimburse our $paid to the plumber
We are just asking for what we should have received having purchased that dishwasher from Best Buy, without having to pay our plumber the extra chargesWe went through a lot of hassle for this and spent several hours with their customer service which still remains and can not be reimbursed
Hoping Best Buy to value their customers and resolve this in a fair manner
Thank you,
***
Final Business Response /* (4000, 9, 2016/01/26) */
Dear Revdex.com,
As noted in our previous response, the customer chose to cancel the dishwasher purchaseBest Buy will not be covering additional costs for a plumber to complete work that is necessary for our teams to installIf the customer wishes to pay for those additional costs, they are more than welcome to place a new order at the current selling price of the product
Regards,
Kathryn S

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,

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer I called the customer and left a message with details of the resolutionI also provided my number if he has any
questions Best Buy considers the matter closed Regards, Kathryn S

Dear Mr***, As we have discussed, the Geek Squad upheld their determination that they could not repair the wheel under the terms of the GSPWe apologize for the inconvenience and frustration this issue has caused and hope that you will be satisfied with the resolution we were able to
arrive atIf you have any other issues, please reach out to usBest Buy considers this matter concluded. Sincerely,Alex S

I am rejecting this response because:
It is ridiculous that you cannot simply match the deal like you do everything elseAs a reward elite member I will no longer ship at your stores and advice my Inlaws to take thier rewards membership else where as wellNot only that you just lost several thousand dollars in new tv business this weekend over a $headset

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Apple phone refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have
received the preowned Apple iPhone on the return and refunded Mr*** to the Visa c.caccount on 10/23/for $ Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 6, 2016/02/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that UPS delivered the replacement on 2/19/to correct the previous defective deviceThe customer has days (3/20/16) to return the defective device in order
to avoid any additional fees
We apologize for any inconvenience this may have caused and that the first replacement may have been defectiveBest Buy is able to "Redo" a claim made to the mobile plan by sending another device to the customer to ensure the device is of equal or greater quality
Best Buy has processed this claim within the Terms and Conditions of the plan, as found at www.GeekSquad.comBest Buy will not be refunding the service fee, as it is required to process the claim, or the monthly charges as the plan has been utilized to replace the device
For further information, please reference www.GeekSquad.com or call 1-800-GeekSquad
Best Buy considers this case closed

Dear Revdex.com, Best Buy stands by its position. The duplicate receipt is a copy of the same receipt the customer received at the time of purchase and does not state that there is a day return period. Best Buy return policy is stated on the receipt which is days on phones. If the customer can produce a receipt from Best Buy stating different terms we will gladly revisit this matter otherwise Best Buy will give no further consideration to this matterThank you,Larry S

Dear Revdex.com, Thank you for making Best Buy aware of this issueafter reviewing the customer's order, and the specs of the product, we determined that the product purchased does not include speakersAs per the below you will find the portion of the item description that lists what is included
with the product (item description via Bestbuy.com:http://www.bestbuy.com/site/samsung-3-1-channel-soundbar-system-with...⇄ Unfortunately, as such, Best Buy is unable to provide the customer with additional speakers. Thank you again for your time. Best,Cassie E Exec Res Sr

Dear Revdex.com, According to our records the customer was provided a one time exception to our return and exchange policy on 06/06/Going forward, Best Buy will be unable to provide further exceptions(reference number ***)if Mr*** has further questions about our return and
exchange policy, we would advise him to visit Bestbuy.com. Thank you,Cassie EExec Res Sr

Dear Revdex.com,Best Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/9/Best Buy has placed a new order for the customer, reissued the gift card, and we have provided the customer with a gestureNevertheless, please forward any additional
concerns to our office and we will respond accordinglySincerely,Best Buy

Dear Revdex.com,We apologize for the delay. The customer was issued the refund on 12/27/back to his original form of payment.A copy of the receipt has been emailed to ***Again our apologies. Best Buy considers this matter resolved.Thank you,Larry S