Best Buy Stores, LP - US Headquarters

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

Dear Revdex.com, We are very sorry learn that Mr*** received an unauthorized charge from Best BuyWe have made sure our order verification team is aware of this situation so this does not continue to happen. As Mr*** has already filed a police report, our other suggestion would
be to dispute the charge and have a new credit card issued. We are currently working with the collections agency *** * *** to address that portion of the complaintOnce I have more information about next steps, I will make sure to follow up. I called Mr*** today (7/12/17) and left a message to discuss this further. Thank you, Dan ***Best Buy

03/23/2018To whom it may concern,Best Buy has confirmed the order provided and can confirm the purchase of a Cricket Wireless $refill card. However, our return policy specifically calls out that Prepaid cards are not return eligible. The official terms for final sale and
nonrefundable products from BestBuy.com are copied below for reference: "All Final Sale merchandise cannot be returnedOther nonreturnable purchases include custom orders, digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, cleaning agents, oils, ink and 3D printer filament, and items returned that are damaged, unsanitary, missing major contents or not in a like-new condition."At this time Best Buy will not be able to facilitate the customer's request for a return of this product. Nevertheless, should any further issues arise, please feel free to reach out directly for support

I am rejecting this response because:
Best Buy does not give clear instructions on how to add free items into cart and what customer should expect. The website is poorly designed and misleading. Customer Service is not available 95% of the time and when available, agent is not knowledgeable about best buy's offerings. At this moment, I'm giving up on getting the free camera as they advertised because I don't want to wait more of my precious time on it. However, I do want to express that Best Buy is a shame, they should be called Worst Buy and I won't be surprised if they go bankrupt sometime in the future. Thanks to Revdex.com, you can close this case now

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

Dear Revdex.com,Thank you for sending this for reviewI have called the customer and had to leave a voicemailI am more than happy to send the customer a return label so she can ship this defective item to usAs we are making an exception - it will be in a form of a store creditI have left my contact
information in the customers voicemail.Thank you,Karla ***

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Apple watch return and exchange 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 Ms***’s complaint, we contacted our Wilmington store’s (#***) management team directly to investigate the concerns on the Apple watch return requestThe store informed us the watch was or had physical damage to the item and was denied for the damage to the watch and our return policies If the watch is defective, Ms*** has the option of going to Apple directly for repair or replacement under the manufacturer’s warranty coverageHowever, based on the condition of the watch, our Wilmington store denied the return request We contacted Ms*** of this decision and investigation via emailFor clarification, our return policies can be found at the following hyperlink from our website and is posted in our stores: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ Final Sale and Nonreturnable Items All Final Sale merchandise cannot be returnedOther nonreturnable purchases include digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, ink and 3D printer filament, and items returned that are damaged, unsanitary or missing major contents Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,The customer received a refund for the speakers on 4/2/from store *** in Tarentum, PAThis matter should be resolved.Thank you,Dan ***Best Buy Executive Res

Dear Revdex.com,After reviewing the documents provided by Mr*** we determined that Mr*** did not purchase the gift cards through Best Buy, but rather through CashStar,a third party retailerBest Buy is only able to provide refunds on gift cards purchased through us directlywe do not have visibility to, nor the ability to refund gift card through a third partyMr*** will need to contact CashStar directly for assistance obtaining his refund. Thank you, and please let us know if you have any questions.Best,Cassie E Exec Res Sr

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

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

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 forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer The customer is currently outside of the return/exchange period, however, if the customer has documentation of the incorrect listing, please
have him forward this information to us At this time, Best Buy considers this matter fully addressed Sincerely, Kelsey F

Dear Revdex.com, Per the Term and Conditions agreed to at time of purchase, the Geek Squad Protection is effective at time of purchase or time of delivery.This is called out under article AGeek Squad Black Tie Protection (GSBTP) - Plan Coverage. We have added that verbiage below for your reference."Your coverage under this Plan is effective beginning on the date you purchase your product or on the date your original product was delivered to you as stated on your purchase receipt""This Plan is inclusive of your product’s manufacturer's warranty; it does not replace your product’s manufacturer's warranty, but it does provide certain additional benefits as listed within this Plan during the term of the manufacturer's warranty" Best Buy has provided our final stance on this matter, and that stance remains the same.Thanks,Best Buy

Dear Revdex.com,Best Buy has mailed out a gift card per Fund ID: ***We have verified that the gift card sent was then used on BestBuy.com order BBY01-*** which is tied to our customer's name, address and AMEX credit card.Best Buy is considering this matter resolved and will not be offering any other considerations. Kind regards, Ash E

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

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 Mr*** - You are within Best Buy's exchange/return policy at this time. Please return the laptop to your local Best Buy for a refund or an exchange. Additionally, the Geek Squad can send the laptop out for repair under the manufacturer's warranty, however, it sounds as if the
problem your laptop is experiencing is not an issue with the hardware, but an issue with the software. Without a Geek Squad Protection Plan any updates to your software completed by the Geek Squad would incur a charge.Regards, Amy C

Initial Business Response /* (1000, 5, 2015/12/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBased on the information the customer has provided we have been unable to verify the plans that are expiredCan the customer please provide more specific plan information for
these claims to be investigated? Were the plans in question originally purchased by the customer? Any further details the customer can provide will assist greatly in working toward a resolution on this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, I am questioning about my laptop protection planBut when I was set to renew it only one plan pop up for like dollars and they said it was the tech planSo please help me out
Thanks
Final Business Response /* (4000, 9, 2015/12/22) */
Dear Revdex.com,
Best Buy has verified the purchase information for this customerOn 1/12/the customer purchased a lap top, year ADH protection, Tech Support, and Internet SecurityThe ADH expired on 1/20/Per the terms and conditions of the support agreement, Best buy is not responsible for giving notice of expiration of a planThe service that was sought under the ADH occurred in July of Since this was after the expiration of the plan, Best Buy is not responsible for the cost of any repairs that would have been covered under the planBest Buy considers this matter closed
Thank you,

Dear Revdex.com, Thank you for bringing this matter to our attentionIt appears by the customers explanation that his computer may still be under warranty as he stated that it was purchased within the last monthsUnfortunately, due to the time that has passed Best Buy is not able to return
or exchange a our return period is only daysFurthermore if the customer is not satisfied with our recommendations, he is more than welcomed to contact the manufacturer directly to inquire about the warranty coverageThank you,