Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for contacting us regarding this matter. We apologize for the issues experienced by the customer with this purchase. We have verified the details of her experience from the initial purchase to the exchanges and ultimately the requested refund. Based on the
review of the purchase, it appears that a full refund was issued on August 4, 2016. We again apologize for the difficulties hereThank you, David M

Thank you for sending this for review, I have looked into your order and see that it was successfully refunded for the laptopI however refunded you back $for the internet security downloadYou should see the refund in the next 3-business days Thank you for your patience,
Karla ***

Dear Revdex.com, Our records indicate that the replacement refrigerator was delivered on 12/9/Ms*** was also provided with a $*** Best Buy gift card as a gesture for the experience. Thank you, Dan S. Best Buy

Initial Business Response /* (1000, 5, 2015/12/16) */
Dear Revdex.com -
There was a glitch in our ordering system that "hung up" Mr***'s orderIt was necessary for him to reorder the television he desired, and, because it was out of stock, he was upgraded to a higher priced television at the
same priceI have verified with him that the television was delivered and he is happy with it thus farWe will be closing our review of this complaint
Regards,
Amy
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,*** *** has been refunded for the TV Connect Fee. Work was not required.We apologize for any inconvenience.Best Buy considers this matter resolved.Thank you,Larry S

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding the matter has been brought to our Executive Resolution Team for proper reviewReturns done in store are processed immediately but can take 3-business days for the refund to show
within the customer’s account, depending on their financial institutionWe apologize for the customer’s experienceRespectfully, Bethany H

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have rec'd a refund

Initial Business Response /* (1000, 5, 2016/01/14) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that our policy does state that opened software is unable to be returned; however, we can understand the disappointThe store did offer him an in-store credit as an exception in
good faith
I did connect with the customer to discuss the matter as I was unable to locate his sales receipt; however, at this time he has taken the store credit and made a new computer purchase with Apple
As a gesture to invite Mr*** to allow Best Buy another chance, I offered a $** Bet Buy gift cardMr*** let me know that he wished to decline
We did talk about the issue at length, and I informed him about the signage as wellAs we are not able to put all the information on the signs, we highlight the primary information and reference BestsBuy.com for more details
I d appreciate you giving us the opportunity to connect with the customer and attempt to rectify the matterThank you
Warmest Regards,
Sarah L
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I told the lady from Best Buy that I had decided to move onThat I realized the values, respect and principles that I had learning as a kid are not still practiced in all businessI told her it wasn't about the money I loss and refused to accept the offer she madeI am good with that and appreciate the involvement and help of the Revdex.comI am moving on and Thank You for your assistance

Dear Mr*** - We have reviewed our records and found that you did not purchase the phones that you reference in your complaint. There are three orders that were cancelled as the phones were never picked up. Additionally, our records indicate that you have made previous contact with our
customer service agents and they were unable to find the promotion that you have referenced. Unfortunately, even if we could validate the promotion that you refer to, not all customers qualify for the terms of cellular phone promotions as the pricing and billing is determined by each individual carrier and based upon the credit worthiness and status of your current contract with that carrier. Best Buy will not be offering you any gift cards or compensation based on our findings.Regards, Amy C

Dear Revdex.com, Thank you for bringing Miss *** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer. After reviewing the customer’s order, the refund was processed through PayPal yesterday, 1/18/The PayPal transaction ID for
the refund is ***Please be assured the employees at our store in Augusta did not steal the customer’s refundThere was an issue with between our system and PayPal, and the refund was not processed correctly at the time of the returnI have requested a $** Best Buy gift card be sent to the address provided to the Revdex.com as a customer service gesturePlease allow 10-business days for it to arrive Best Buy considers the matter closed Regards,Kathryn S

Dear Mr*** - We're sorry to hear that your *** refrigerator continues to function improperly. All service within the first year does need to be handled under the manufacturer's warranty, and this would be the case even if you had purchased a Geek Squad Protection plan.
We are unable to provide you with a replacement as long as *** feels that they are able to repair your refrigerator. We recommend escalating your complaint through *** to see if they will approve a replacement refrigerator for you. In the future, please consider purchasing an extended service plan for your appliances, as our terms do offer replacement after a number of repairs for the same reason. Again, we apologize for your experience with *** and hope you are able to obtain a replacement through them.Regards, Amy

Dear Revdex.com,We have been in contact with Mr*** and have been able to resolve his issueBest Buy considers this matter resolved.Thank you.Larry S

April 21, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as any matter regarding fraud would need to be reported to the financial institution that holds the account in question. Furthermore, if
he requires service on his television he can bring it to any Best Buy location to submit it for service under an active service planNevertheless, 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 (Revdex.com): Thank you for bringing *** ***’s concern regarding the camera return request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe return
policy is days from the date of purchase and this policy is printed on the front of the receipt received at the time of purchase and posted on our website and our store checkouts While we apologize for any misinformation received at the time of purchase, we are unable to verify from our corporate office what was communicated between Ms*** and the sales associate at the time of purchase or with Insignia representatives regarding the camera download videos In addition, we have contacted Ms*** directly and requested purchase information for the cameras and have not received this informationBased on the purchase date they described or stated in the Revdex.com complaint (October 2017), we would be unable to accommodate their return or refund request Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 10, 2015/10/16) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your recent store visitMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to
hear about the difficulty that you had 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
Best Buy is only able to provide a price match on items that are in stock at a local competitorYou can review our price match guarantee by visiting the link below
http://www.bestbuy.com/site/clp/price-match-ghttp://www.bestbuy.com/site/payment...⇄ /> 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

Initial Business Response /* (1000, 5, 2016/02/16) */
Dear Revdex.com,
Best Buy has a standard return policy of daysThis unit is outside of the return exchange period
The warranty is provided by the manufacturer
We would suggest our customer reach out to Mophie regarding the quality and
condition of the case
http://www.mophie.com/cs
Best Buy is unable to accommodate the customer's request for a return or exchange of this unit
Respectfully,
Ash E

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer was contacted by Christopher in our Executive Offices, and that our Home Delivery team did go to the customer's home to diagnose the issueIt was determined that problems the customer is experiencing stem from a water
supply issue, and the customer was told they need to contact a plumberThe customer does not believe this to be the caseWe have opened a damage claim with Sedgwick who will research the claim, and work with the customer directShould the customer have any additional issues, they will want to connect with either Christopher, or their Sedgwick case managerThank you again for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com,Thank you for your continued partnership in this matter. We are very sorry to hear about the described incidents with our phone support and will be responding internally to address these issuesBest Buy feels that at this time, we have properly addressed the original complaint and have provided the necessary information for our customer if they would like assistance placing a new orderAgain, we apologize for any inconvenience caused and thank you for taking the time to bring this matter to our attention.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com (Revdex.com): Thank you for *** ***’s concern regarding the price match with HH Gregg and refund request for $to our attention We called and left a voice mail for Mr*** at the phone number provided and informed them we have credited the credit card
used for the online purchase (BBY01-***) in the amount of $ Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

I have reconnected with the General Manager and asked they address the matter accordinglyThank you!