Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear about the described difficulties experienced in an effort to get an online
order fulfilled Upon reviewing the purchases and associated receipts we have reached out to the customer and provided a resolution. Best Regards, Amanda HExecutive Resolution Specialist Best Buy CoInc

Dear Revdex.com, Best Buy feels that we have fully addressed the customer's concerns that were forwarded to your office in our previous response and we maintain our positionThe customer may bring the item to the store for return or contact customer service to initiate a mail return Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you very much for your assistance, let me have a sayBut unfortunately, they did not sincerely intend to solve the problem, even if your involvementSo far, the computer I purchased still has not been receivedThe whole incident looks more like a market share battle strategy, and our consumers are the biggest victimsThe attachment is my record of conversations with them on November 4, November 6, November From the first time they promised me that the goods will be received on November and then promised to be received on November and then promised to be received on November 10, it has passed days and I still have not received the goodsI believe they will not send me a computer even if they wait any longer, because they never intended to send it to meMy computer is one of the most common MACBOOK, they say no stock, just as the Fed said there is no dollarI hope you will be able to record the incident, to wake up the future consumers, not to buy discount goods BESTBUY, because they have no plans to sell to youAll this is just a market lie.If you want to ask my solution, my appeal is for them to make up for million U.Sdollars, the vast majority of which are my mental loss and punitive damages to themI have a bad experience of days, give you hope every time, and then destroy itI do not want other consumers to have my same experience because it is very painful.THANK YOU VERY MUCH

Initial Business Response /* (1000, 5, 2015/11/09) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I am sorry to hear that the backpack came apartWhen*** called Best Buy on 11/regarding this, a customer service representative
correctly advised that the item is outside of Best Buy's return and exchange policy, and the representative provided a phone number for the manufacturer to get resolution under the manufacturer's warranty
***, your satisfaction is important to usWhile it is true that your item is outside of our return policy, as a one-time exception I have refunded the $purchase back to the original form of paymentPlease note that this is a one-time exception to our policies
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because all I wanted was a replacement or a refund for the defective item
I do still disagree with their day return policy because it is wrong to sell defective merchandise to customers and then hide behind a policyIt's a bad excuseThey could learn a lesson from Costco...who stand behind what they sell 100%

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionHere within Best Buy we have a special department that works specifically with appliances and the delivery and install involved with theseThe agents within this department have attempted to reach the customer and have left a
message for him to call them backTo better assist the customer we direct him to reach out to this team. Thanks,Best Buy

Dear Revdex.com, The customer has been contacted and this situation has been resolvedMr*** was provided a $*** gift card as a gesture of goodwill for the difficulty that he experienced, and his order has been delivered Thank you, and please let me know if you have any questions. Cassie E Exec Res Sr

Dear Revdex.com,We will need some additional information from the CustomerPlease provide the Gift Card numbers or the order number on which they were purchased.Thank you.Larry S

I am rejecting this response because my laptop was sold to me as a defective productI have returned it to Best Buy atleast 3-4x for the same issue and my laptop continues to jump from screen to screen without my inputGeek Squad has not done the appropriate tests themselvesThey keep having me take it home and test it myselfEach time, upon using it for a few hours, the issue continues to occurI am requesting that Best Buy refunds my full payment + warrantee or provide me with a comparable laptop valued at $as purchasedThis product was defective at purchaseI did not use the laptop when I first bought it or else I would have returned itUpon using it, I started to detect the problems indicated in the attached Service Orders.I have attached the Service orders from all the visits to Best Buy Geek SquadThis is unacceptable customer service and I refuse to keep going back for repairs that are not solving the problem

Dear Revdex.com (Revdex.com): Thank you for bringing Bri Aiyr’s concern regarding the $Best Buy gift card for online order #BBY01-*** to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet
their expectationsWe will be sending a $Best Buy gift card from our corporate office and should be received in approximately 7-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 our service team did reach out to the customer, and the customer informed us that she bought a new set through SearsShe asked for us to fully compensate her for the product she purchased with another business and Best Buy
has declinedThe customer was offered a $Best Buy gift card as a customer satisfaction gesture The customer went on to then say that Sears sent her the wrong set and asked if we could find her a set againWe do not carry a set that meets the customer's measurementsAs such the customer would need to look with another establishment as we have exhausted our resources Thank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The customer has confirmed to us the work is completeI have requested at $*** Best Buy gift card be sent to the customer
at the address provided to the Revdex.comPlease allow 10-business days for it to arriveBest Buy considers the matter closed Regards, Kathryn S

I am rejecting this response because:
The information provided is NOT accurate The store clerk specifically told me that NO OTHER charges would be necessary I fully explained that I did not have a garbage disposal in place, and that I was concerned about additional fees He told me there was only one choice for disposal fees, and that meant there would be no more fees.It is true that I returned the item to the store, which incurred an additional two hours from the time I left home, returned the item, and got back home Best Buy indicates they do not compensate for time I don't accept that My time is valuable, and the only way that businesses will stop misleading customers is if they are forced to do so, either by law, or by expense.I also expect an apology from the store manager The morning of the installation, he committed to being available to me if there were any more problems, then he refused to come to the phoneHe instructed his employees to hang up on me, and they certainly followed his directive

I am rejecting this response
because:
I received an email from the business to which I responded to requesting they contact me via phoneAfter I did not receive a phone call I responded to the email explaining what occurred and asking how they would remedy this matterI have yet to receive a responseAt this point, it seems the business only said they were reaching out to me directly to close this complaint and unfortunately they have not followed up

I am rejecting this response because:The original form of payment was off of a gift card and it was thrown away

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the reissue request of the $** Best Buy gift card to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsBest Buy gift cards can be reissued if lost or stolen; however, the guidelines printed on the back of the Best Buy gift cards state the following: “Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance at any U.Sor P.RBest Buy retail location, online at Best Buy.com or call ###-###-####.” The $** Best Buy gift card *** *** lost was redeemed and only has a remaining card balance of $Based on the remaining balance, we would be unable to accommodate their request in reissuing a new $*** Best Buy gift card As a customer courtesy, we will be sending a $*** Best Buy gift card to *** *** from our corporate office (which covers the remaining $left on the gift card)The $*** Best Buy gift card should be received in approximately to Business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Final Consumer Response /* (2000, 10, 2015/10/08) */

Initial Business Response /* (1000, 16, 2015/07/28) */
Dear Revdex.com,
The Terms and Conditions of the Geek Squad Protection plan state that a service fee of $will be charged for a replacement claim if the phone is damaged or outside of the manufacturer's warranty
She paid this and
received a refurbished phoneWhile we are truly sorry if she was treated rude in any way, this is not something we would waiveI will make sure her concerns are visible to leadership
Thank you,
***
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 18, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unacceptable because the associate said he could waive it but wouldn't and I never received anything about the plan stating I had to pay that for the replacement and as I stated back when I started getting phones with bestbuy there was no charge to replace itI understand that the policy has changed but it was their associates responsibility to let me know that and they didn'tAlso the way they misinformed me and caused me to waste my time and money in gas to go there is not something I find acceptable!! They basically are ok with wasting my time and money and that is NOT acceptable!!

12/20/2017To whom it may concern,Best Buy has reached out to the customer and reviewed the details of the transactions. It appears the services were not performed, and as such a refund has been processed to the customer's original form of payment. We have also reviewed the returns that
were processed to store credit, it appears that as the products were returned outside of the regular return period and were defaulted to store credit as a result. As a one time customer service gesture, we have provided a refund from store credit to the original form of payment. We now consider this issue fully resolved. Nevertheless, should any further issues arise, please do not hesitate to reach out for further assistance

Dear Revdex.com Based on the information provided, I was not able to locate any record of *** ***'s purchases or history with Best BuyIf you could please have them provide the phone number associated with the the purchase or the customer service pin number from their receipt, it would greatly
assist me to be able to look into this further. Thank you, Dan S.Best Buy Executive Resolution Team

09/06/2017 To whom it may concern, Best Buy has attempted contact through listed phone and email for the customer at a number of times, unfortunately we have not been able to establish contact with the customer regarding this complaint and we will require verification before an order in
this status can be manipulated Nevertheless, if the customer would like to peruse the matter further, or should further issues arise, please feel free to reach out directly