Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your store issueI am Andrew *** with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear about this
issue 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
I have reached out to the store and they explained that they are going to do the exchangeThe General Manager John reached out to me directly and said he is going to call youI have also left you a voicemailIf you have any questions in regards to this please email or call me directlyThank you
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Andrew.***@bestbuy.com or to call me directly at (612) ***
Sincerely,
Andrew ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate that they allowed me to return this unit and purchase the updated one

I am rejecting this response because:Best Buy never told me the computer I was buying was from a third partyAnd the third party would warranty it. The customer service person lead me to believe I was buying it from Best Buy, when they told me if I needed any warranty work, I could bring it to a Best Buy store. I tried to get the warranty promised me or a refund from the beginning but kept getting the run a round from Best Buy customer serviceI have added the online chat I had with the Best Buy customer service person, where he confirms that I was told I could bring the computer to a Best Buy store for service. Best Buy has deceived me from the start and I do not trust them, so I will accept nothing more than a full refund. If needed I will sue them in Small Claims Court

I am rejecting this response because: The reason why I rejected the response is merely the fact that it is stated that the phone was delivered to the store on 09/21/and that I was not there to pick up the phoneI received no email and no phone callsI waited until 09/24/to decide to call the store and was told that nothing came inI was then instructed to call back in a weeks time which I didI called every Saturday until October 22nd when I decided to visit the store in person and speak with someone, I was then inform at that time that the phone did come in and that it was soldSo to the point of Best Buy saying that the phone came in and that we never came to get the phone, that is FalseNow that I have been contacted a store manager (Kramer)he explained that he was unsure why no emails or phone calls was sent out, he explained that they (Best Buy) have been having issues with Yahoo emails and that sometimes it gets sent to junk/ spam folders, he further stated that he was unsure of why I did not receive a phone callTo the satisfaction of closing this complaint the best buy manager (Kramer) did offer to resolve the issue, by providing a IPhone Plus Rose Gold 128GB instead of the 256GB, I advise that we were not willing to take a less superior phone over what we wanted, and I further advised that I instead went through my carrier (AT&T) who provided exactly what we wanted and offered to have the phone hand delivered in daysSo in retrospect I ordered the phone from my carrier (AT&T) on Friday night and it was hand delivered on Sunday at 3:PMI spoke with the best buy manager (Kramer) on Saturday after I had ordered the phone from My carrier (AT&T) and told him I was no longer looking for a phone from best buy, he then offered to pay for the accessories for the phone with a 50% discountI did accept the offer and considered the issue resolved So in essence I will consider the matter now resolved, and thanks to the swift action of best buy and their local store management, specifically Kramer, I do appreciate the quick response in resolving the matter and myself and my family has been a longtime patron of Best Buy, and I hope to continue my business relationship with Best buy in the futureAlso thanks to the Revdex.com for helping to mediate and correcting this issue.*** ***

Dear Revdex.com, Thank you for bringing the customer's concerns to our attention. We apologize for any frustration or inconveniences this may have caused We were successful in applying the price in our local store on 12/for $32.18. Best Buy considers this matter closed
Sincerely, Scott M

Initial Business Response /* (1000, 5, 2015/12/11) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe appreciate the customer's feedback regarding our existing Returns and Exchange policy
We suggest that the customer works directly with the manufacturer to resolve this
issue
During the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the manufacturer's responsibility
If the manufacturer is not able to repair or replace the item, the customer can request a Return Authorization(RA) from Pioneer that can be fulfilled at Best Buy
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Dec11th I picked up this AV receiver from the repair shopIt is at home nowI did not set it up, which means that It has not worked since 09/09/There is a blank spot where the serial number should be, it does have refurbish all over itI did call there parts and warranty deptthey were very rude, asked to speak to a manager, they told me ( I'll have to find out who that is ) I believe that since the Part on my purchased product is backordered till March 2016, HDMI circuit board that they should replace this unit
I bought something new that doesn't work, why do I have to be stuck with a used product
I looked up the Manufacture name and number
Pioneer Electronics
***
Long Beach, Ca
***
Final Business Response /* (4000, 9, 2015/12/15) */
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 position
We suggest that the customer works directly with the manufacturer to resolve this issue
During the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the manufacturer's responsibility
If the manufacturer is not able to repair or replace the item, the customer can request a Return Authorization(RA) from Pioneer that can be fulfilled at Best Buy
Thank you,

Dear Ms*** - We are terribly sorry that your Microsoft Office card was not activated prior to being shipped to you. We have notified the leadership for our distribution center so that they can address this with the employees who are picking and mailing these cards. As a customer
service gesture we have requested a $*** Best Buy gift card to be mailed to you at your address on record. You can expect to receive the gift card within the next weeksAgain, please accept our apologies for your negative experience. Regards,Amy C

Dear Revdex.com, We are currently working with *** to get this matter resolved and she has agreed to close this complaint while we resolve the issue. Thank you.Larry S

Dear *** ***, We thank you for bringing your concern to our attentionUnfortunately your television is well outside of our return and exchange periodAccording to our records the television was picked up at a local store as a sealed, new in box unitBest Buy is unable to substantiate the condition of the television once it left the store and was in the customer possession from pick up to nowWe apologize for any inconveniences this may cause. Thank you,Best Buy

Mr*** - The corporate office is only able to escalate your concerns to Joanne and her management team. We are not able to address this concern through the Revdex.com site as we do not have access or visibility to the delivery teams that are local to you. We will not be continuing to respond through this site. You will need to work with Joanne and her teams for resolution.Regards, Amy C

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous responses, and we will not be providing it additional consideration. Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie EExec Res Sr

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.Best Buy offers a day return and exchange periodOutside of this time period, we are unable to offer exchanges or refunds on productsThis policy is provided on your receipt or order
invoice, as well as being posted in store at each register and available online. We encourage you to continue working with your manufacturer to service your computer.I apologize for your disappointment, as we value your business.Thank you for making Best Buy aware of this concern.Sincerely, Cassie EExec Res Sr

June 28,
To Whom It May Concern:
Best Buy apologizes for the inconvenience of the concerns outlined by *** *** in her complaint to your officesThe order could not be cancelled as it was too far along in the processingThe order has shipped and will have to be returned
in order for a refund to be processed as requested by Ms***Nevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Senior Executive Resolution Specialist Best Buy Corporate Campus
Terrance ***
terrance.***@bestbuy.com

Hello Mr***, Thank you for your consumer complaint to the Revdex.com (Revdex.com) with your concerns about your drone purchase and return requestMy name is Steven with the Executive Resolution Team at Best Buy Corporate HeadquartersYour email has been forwarded to my attention
to address your concerns I’m following up on our telephone call earlier today Best Buy deeply apologizes for any frustration this situation may have caused and bringing this situation to our attention is very much appreciatedBest Buy partners with The Retail Equation (TRE) and our return policy was implemented early to monitor returnsSignage has been placed next to each register outlining this info and an alert message is printed on the front of the receipt to increase customer awareness as wellBased on return/exchange patterns, some customers will be warned that subsequent returns and exchanges will not be eligible for returns or exchanges for days.TRE has a website sthat contains a listing of FAQs and can be found at the following hyperlink:http://www.theretailequation.com/Consumers/FAQ.aspxAfter receiving the AG complaint, we contacted our Honolulu store (#***) directly and partnered with the General Manager (GM) Sean ***GM Sean *** agreed to return the drone in processing the return through our systems which was denied previously by the TRE warn or block you received due to return historyPlease bring the unopened drone package into the store and Mr*** can provide further assistance Thank you again for making us aware of your consumer complaint and drone return requestWe appreciate your business and hope you will let us know of any future questions or concerns Sincerely, Steven ***Senior Executive Resolution SpecialistBest Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this to our attentionWe are truly sorry if Ms*** has encountered issues with her computer. This was thoroughly investigated by our Remote Services team and it was determined there was no evidence that either session performed would indicate
data loss as a result of the worked performedIn addition, we will be unable to provide a refund for the GS 24/Support as services were performedWe do not reimburse for third party repairs under the Terms of the plan. Sincerely, Dan S. Best Buy

Initial Business Response /* (1000, 5, 2015/11/05) */
Dear Revdex.com (Revdex.com):
Thank you for bringing*** concern regarding the HP computer screen return and refund request to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsThe HP screen returned and refunded back to the Best Buy credit card account on 11/02/and a copy of the return/refund receipt sent to the email address on the complaint
***@cameron.edu
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 emailed the response person that sent me an email twice and also left him a voicemail however I still haven’t received any responseNo one has emailed or called me back after the email asking for my phone number

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the described incidents and have partnered with proper management for
internal investigationUnfortunately, as the mentioned speaker no longer is supplied by the vendor with a case, Best Buy does not have a way to obtain, and thus provide the case to fill our customers requestWe sincerely apologize for any frustration and inconvenience this may cause. Best regards,Shane M. Executive resolution specialistBest Buy Co INC

Initial Business Response /* (1000, 7, 2015/08/28) */
August 28,
To Whom It May Concern:
Best Buy is unable to fulfill the request forwarded to your office by *** *** for the offer in question as a correction notice was posted prior to Mr***'s inquiryNevertheless,
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, Thank you for bringing this matter to our attentionFirst or all, we are very sorry to hear of the setbacks endured by our customer when dealing this situation Upon reviewing, we noticed that Mr***'s order is indeed cancelled but due to system issues he had not received
a refundPlease know that we have identified and fixed the issue and have processed the refund back to the gift card used in the orderOur system indicates that the balance in the gift card is now $ Best Buy considers this matter resolved nevertheless, please forward any other matter to our office and we will address accordingly Thank you

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the promotional $gift card 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 requested a $E-Gift Card be sent to *** ***’s email address they provided in the Revdex.com complaintThe E-Gift Card should be received in approximately 24- hours and we informed Mr*** of this information via a letter being sent separately to their mailing address Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus