Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/02/22) */
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
After reviewing the issue with the customer's local store, management
at the store advised the product the customer wanted to purchase had been placed in the wrong locationThe product the customer selected was the only one in the wrong place, and was most likely an incident where one customer picks up an item and puts it down in another after deciding not to purchase itBecause the product was in the wrong place, and not advertised incorrectly, Best Buy declines to sell the hard drive at $and considers the matter closed
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasn't just in the wrong placeThere were two hanging upNot sitting freely on the shelfIf it had been sitting on the shelf and only one then I could understand that but I highly doubt a customer would have and hang them both up in the same area
Final Business Response /* (4000, 9, 2016/02/23) */
Dear Revdex.com:
Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office in our previous response and we maintain our positionThe product had been placed in the wrong locationAs noted, Best Buy will not be making any accommodations on the issue
Regards,
Kathryn S

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the $refund request for the online TV purchase from our website to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did
not meet their expectationsWe have credited *** ***’s online order $back to the original form of payment used for the purchased and informed Mr*** of this resolution via email 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, 2016/01/08) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the service charge for replacement phone 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 expectationsThe credit of $has been issued and will take 3-business days to receive
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing the customer’s order concerns to our attentionI have called *** *** and apologized for her order cancellation concerns. Informed her Best Buy has blocked authorizations on order BBY01-***. Due to customer experience, offered a $***
gift card as an invitation to returnCustomer is satisfiedThank you, Dean *** Executive Resolution Specialist ###-###-####

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed the Customer and awaiting his responseWarmest Regards, Best Buy

Initial Business Response /* (1000, 5, 2015/11/12) */
Dear Revdex.com,
Thank you for bringing this, matter to our attentionDue to restrictions in inventory of upcoming releases and pre-orders; some modifications cannot be made to pre orders as they are "locked in" once the customer verifies their
information
We have verified that UPS has successfully delivered the game to the address that the customer confirmed at time of orderWe apologize for any inconvenience this may have caused however it is the customer's responsibility to forward any mail or shipments to their new address if the original address is no longer valid
Best Buy has fulfilled the order within the conditions of use on BestBuy.com and will not be providing monetary compensation for any actions the customer takes to modify the already fulfilled shipment
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they need to update how their shipping system works and customer serviceThe only way I did end up getting my hands on the item was to have it shipped to a UPS location closer to where I live nowAt now time after purchase did I have to reconfirm any of my information to make sure I hadn't moved or the information hadn't changed since the order was made....HMMMMM...that sounds like a good idea doesn't it Best Buy....thinking a head and taking care of customers better...now why would you do that

Initial Business Response /* (1000, 7, 2016/01/27) */
Dear Revdex.com,
Best Buy recognizes the $charge for the sale of a Kate Spade New York - Larabee Dot Hybrid Hard Shell Case for Samsung Galaxy S Cell Phones
If the customer still wishes to dispute the charge, she can do so by contacting
Citi Bank (Best Buy Card Services) to do so
Kind regards,
Ash E

Initial Business Response /* (1000, 7, 2015/09/28) */
Thank you for contacting Best Buy through the office of the Revdex.com about your geek Squad Express replacementMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to
hear about the poor service you've received, and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company
Regarding your phone; Best Buy has not yet received your fulfillment device, and as such we are unable to provide you a refundBelow I've provided the tracking numbers for the boxes that we have shipped to you:
***
***
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E

Revdex.com, Thank you for bringing this to our attentionFrom what I am seeing, the customer had an active warranty on his *** Galaxy SWe do not show this as canceledIf this is regarding a different warranty, please have the customer respond with more information on where I might locate
that warranty underPlease also know that we are not able to use old billing information when activating new phones; this is not even possible with our systems and how we process the transactionAdditionally, if we are going to cancel a plan, we send several email notifications to the customer as a courtesy to try and reach them when we cannot process paymentAgain, this is a courtesy as it is the customer's responsibility to notify us if the credit card on their account is no longer active I do hope this information was helpfulThank you Regards, Sarah L

Dear Revdex.com, Thank you for contacting us regarding this matter. We apologize for the issues the customer has experienced with this situation with My Best Buy Rewards Points. Best Buy recognizes that there are points due to this customer tied to the purchase she made. We understand
the frustration of this being a drawn out process, and we are actively working to provide the customer with desired resolution. The points will be awarded, but the precise timing of that cannot be provided at this timeThank you, David M

Dear Ms***,Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have causedBest Buy cannot substantiate what was said in store during the original purchase two years agoHowever the receipt you were provided with has the Geek Squad Protection Plan
(GSP) and we offer several means for customer to confirm/maintain/view their contracts and what the contracts coverThe GSP you purchased was a standard plan and does not cover physical or accidental damageUnfortunately the spill damage is not covered by the plan you had on the product in question and therefore there is no coverage for the repairsFor more information on what is covered by our protection plans and the differences in plan, please visit www.BestBuy.com.Best Buy will not be covering any repairs or replacements as there is no protection plan on the product in question that covers accidental damageBest Buy has provided our final stance in previous interactions with the customer and that stance remains the same.Thanks,

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressedWe have verified that the television in question has been approved for an exchange as of 1/20/
We would suggest the customer visit a store to get assistance
in picking out a replacement television and having the exchange order created
Please be advised that this exchange will consume the protection plan and a new plan would need to be purchased on the new television if the customer wants to continue with coverage
Thank you,

Dear Revdex.com: Thank you for sending this on for our reviewI am sorry the customer has waited so long for a refund from the Marketplace sellerIn February 2016, Best Buy dissolved our Marketplace partnerships, as while those vendors afforded our customers additional buying options, we lost continuity
and the ability to resolve matters for our customersSince the program has been discontinued, we are no longer able to partner with those vendors for resolutionTherefore, I have requested the customer's refund internally for $The refund must be sent via check under these circumstances rather than the original form of payment, and the customer will receive it in approximately 7-business daysThank you!

Hello,We have reached out to the customer via telephone and discussed the matterThe client has been refunded an additional $for the Price Match to competitorBest Buy considers this matter resolved.Thank you,Anthony W

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Revdex.com:
Thank you for bringing this customer's concern to our attentionOn behalf of Best Buy, I apologize for any frustration that this matter may have caused
The customer first contacted our store regarding his
billing concerns on 06/and spoke to TonyAfter speaking with our Sprint representative, an e-mail was sent to the customer in Spanish to explain the bill breakdownThe customer responded to the store and arranged to meet with one of our employees on Monday or Tuesday to go over the chargesThis appointment was missedOur store has re-contacted the customer again, and we expect to meet him on Thursday, 06/to go over his bill
As per the customer's signed installment billing agreement, the customer set up payments for the iPhone with a sale price of $The first payment received on 04/was for $and each of the next monthly-payments is $All of these prices and breakdowns are listed on the installment billing agreement which the customer signed and had a chance to review prior to finalizing the sale
Our El Paso store will continue to work with the customer to clarify the billing and provide assistance as needed
Sincerely,
Ana T
Executive Resolution Team

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 We left the customer a voicemail detailing our actions for this issueWe have sent a return label to the email address
provided to the Revdex.comThe customer should check the spam or junk folder if it is not in the inboxWe have also requested a new game be shipped to the customer at no chargeThe current ETA for delivery is 6/22, but please know this date is only an estimateThe customer may follow the progress of the order by signing into his My Best Buy account Best Buy considers the matter closed Regards, Kathryn S

I am rejecting this response because: I asked to review the tape in the presence of the local police. We need to do it at the store. I do not want the surveillance tape to leave the store. Once again, Best Buy could resolve all of this by simply replacing my dad's IPad. Because they are digging their heels in. I feel so strongly about this and will continue to fight this for as long as it takes

Revdex.com, Thank you for bringing this to our attentionPlease know that if a customer claims that a package has not arrived, we would at that point defer to UPS, the delivery company, to investigate UPS states that they have verified the product as being delivered to the customer's address
As such, there could be several possibilities as to what may have happened to the package, including but not limited to theft, in which Best Buy is not responsible for That being said, we can empathize with the disappoint, and are willing to make a onetime exception in good faith to refund the customer in full for the orderI have issued a full credit of $to the customerThis should be reflected in the next week, of not sooner Thank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Dear *** - We have reviewed the order that you placed for a *** 7.2n cubic foot electric dryer. The dryer was on sale when you purchased it at $379.99. Best Buy offers free delivery for orders that are $and higher. We can only see one amount that was charged on the order,
which is the total of $487.10. Unfortunately, we are unable to offer you a refund as you purchased an appliance that did not qualify for free delivery.Regards, Amy C

07/25/2017 To whom it may concern, Best Buy has been in contact with this customer and have offered resolution for the device in question The customer agrees that repairing the device will resolve the matter in it's entirety Nevertheless, should any further issues arise,
please feel free to reach out for further assistance. Thank you,