Best Buy Stores, LP - US Headquarters

Dear [redacted] ,Thank you for bringing your concern to our attentionWe will begin looking into your gift card concern, but in the mean time, someone will be in contact with you directly to work toward a resolutionThank you,Best Buy

I am rejecting this response because: This is simply not trueI was told the item would be freeI expect to pay for things, but also expect things to happen as they are statedI was not told I would receive a gift card, I was told I would receive a free productI do not want the gift card they are offeringI have other things I could worry about than thisI was hoping Best Buy would take care of a good customerI am done with this matter and Best Buy

I am rejecting this response because: the 1st time I called, I was told about a riser part that was already en route to the service centerThe next time I called, there was no update providedThe 3rd time I called, I was told about expected partsOn the 4th call, I learned that the parts weren't ordered and thus [redacted] hadn't shipped them yetToo many conflicting stories and inaccurate information + the track repair doesn't even work on geek squad & bestbuy websitesUnacceptable!

February 20, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] Jr.’s concerns in the previous correspondence forwarded to your office on February 15th, and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: How can I use something I didn't earn? Can other people use future points and get a negative balance? I highly doubt it.Sounds like a software issue not understood by the humans that work there Sad as I will not spend any money going forward at this company until they at least take responsibility for the error on their end and stop trying to blame me Sounds like Best Buy made a mistake and won't even say they did so, instead trying to blame the customer for bad software and poor customer service I will also encourage others to not waste their time with this store any more Rest assured the $dollars I earned and was stripped of will pale in comparison to the lost opportunity of my future business

Dear Mr***, Thank you for bringing this matter to our attention to be addressedWe apologize for any inconvenience this may have causedWe have verified that the required repairs on your machine included an Operating System Restore which restores the machine back to the original factory settingsThis includes the deletion of data and programs loaded after the initial set upIn order to get the Office Home and Student back onto your machine easily, you can download it using your Microsoft account support online at www.microsoft.comOnce a Microsoft account is established and software downloaded to a specific computer/device, you can easily re-download it without purchasing the software again as your own a license for the software on that machineBest Buy will not be refunding the purchase price of the laptopIf you need assistance with your Microsoft account or downloading software, you can call 1-800-GeekSquad for additional supportThanks,

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe thank the customer for their patience as we have been working to investigate and resolve the repair delays The Geek Squad verified that the part being shipped directly from the manufacturer has been delayed, causing the multiple service rescheduling Due to the delays, we have recommended the Geek Squad replace the TV and they have started that process with the customer todayWe feel the customer's desired resolution of a replacement has been fulfilled Thank you,

Dear Revdex.com,Please let Ms [redacted] know a representative will be reaching out from our Executive Offices to further discuss thisThanks,Best Buy

Initial Business Response / [redacted] (***0, 10, 2016/01/05) */ Dear Revdex.com, Thank you for forwarding this issueI confirmed the claim was processed for the value of the phone and an eGift Card was created for the customer on 12/22/While I cannot waive the fees for deductibles, given the mishandling and delayed resolution, I did send the customer a courtesy gift card via U.SMail for $ [redacted] today, which will be received in 2-weeks Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I do 'reluctantly' accept Best Buys response, I still feel a responsibility to let other consumers know how the rest of the story wentHopefully others will be spared the headache, the heartache that I experienced On the 15th of December, 2015, after working all day, I took another trip down to best buy because the loner phone I was using was not functioning right, when the manager Anthony saw me, he seemed to be surprised that the issue still wasn't resolvedI told him I had filed a complaint with the Revdex.com, he said he completely understood why I would do thatThen he went away for a few minutes and when he came back, he said he had spoken with his higher ups; one of the guys named Bob is supposed to be a top guy in all the area, and is apparently really good at resolving issues and getting things doneHe promised me the situation was in really good hands and he said he even looked forward to seeing me in the store the next day to get my new replacement phoneHe also had his top manager 'Michelle' come to tell me the same thing and reassure me that the issue would be resolvedHe showed me the email that he sent to several of his higher ups, and said to check my email and phone for a response from this guy BobThat night I was at BestBuy for about hrs Well, the week passed and I heard nothing from anyone, so on Saturday, the 19th of December, after one of my morning classes, I decided to go try one more time to see if I could get anything resolvedI was very worried that my days would pass from the time I reported my phone lost and I would no longer be eligible to make a claim I went back down to BestBuy, it was 11am and Anthony was not there, so I spoke with another manager and explained the situationHe said he would pass the message on to AnthonyAround 4pm Anthony called me and he gave me a number to call and said they knew all about my issue and would help me to resolve itSo I called the number and no one knew anything about me or my situationSo I called my sister and asked her if she would go down to BestBuy with meWe went down about an hr later and spoke with AnthonyHe got on the phone with one of the managers and explained the situationThe manager there got on the phone with me after speaking a while with Anthony, his name was Kyle, a very rude guy, and he asked for my address, he said he would send me a refurbished phone and I would still have to pay the $deductibleI told him no, not to send me any refurbished phone, after all they had put me through and many times I tried to make a claim and couldn't, even though I had full coverageWe hung up and I left BestBuy feeling like there was no one to watch out over me as a valued customer, a consumerMy heart felt sick and I felt cheated, helpless and hurt by this company The on Monday, the of December, while at work, I get a phone call from a woman named Victoria, she is from BestBuy's Geek squad InsuranceShe is quick, cold and rude with me and tells me I have two options, she will either send me a refurbished phone of send me an e check for the amount of the phone to be used at BestBuy to purchase the replacement phoneI told her I was at work and could not make that decision at that timeI told her I planned on seeking legal advice firstI took her name and number and said I would call after I had time to think about everything After work on the 21st, I sought legal advice; the attorney suggested I see what BestBuy was willing to offer before seriously considering a consumers practice act So, later that evening, I called BestBuy's geek squad insurance backThis time I spoke with a manager named Sharon, we talked for over an hour, I explained from beginning to end the whole situationShe was very understanding and said she would advocate for meShe said they would drop the deductible and send me a gift card for a new replacement phone, and she said there were people in higher up places than herself that she would speak with in my behalf and that they would compensate me for the weeks of hell that they had put me throughShe made promises, just as the others had, and told me to watch my e mail for the e check and said it would come the next day It never cameInstead, on Tuesday, the 22nd, while at work, I get an email from UPS telling me that a package is on its way from BestBuy's geek squadSo when I got home, I called 'Sharon' the manager back and let her know that I did not give anyone permission to send me a refurbished phoneSo I called UPS and asked them to send it back to the shipper because it wasn't supposed to be sentAgain, Sharon said she would advocate for me, she even promised, said she would take charge of itShe said my case was a huge issue there and they were looking into itShe promised me that she would be speaking to the higher ups, and they would be contacting meShe said she was going on vacation soon but she would try and help get the issue resolved before she leftShe said she would definitely make contact with me again On Wednesday the 23rd of December, they did send me e check for my replacement phone But I never did hear anything back from anyoneNothing Until Tuesday, January 5th, 2016, I got a call while at work from a woman named Kayla from Best Buy with the executive branchThe woman was friendly enough, but didn't want to hear anything I had to say about my experience with BestBuy, even though I told her several times that a lot had happened since I filed the complaint with the Revdex.com, she said all that mattered now was that the issue had been resolved- seeing that I finally got my replacement phone with a replacement cage, she said she had read the complaint and she told me she had sent me an e mail with a gift card of $***.00, to use at BestBuy, kind of like icing on the cakeI said thank you, but also told her that I still didn't feel satisfied considering all that they put me throughShe said I was welcome to fill out a rebuttal I am still so disgusted with these guysAlmost weeks of trying to file a claim, (and through the entile holiday season!) only to find out I couldn't each time, even though I had a legal contract with them, sleepless nights, stress filled days and mental anguish from the all the hours spent at BestBuy and the hours of phone time with these guys! Sheeeeesh!!!!!

May 18, To Whom It May Concern: Best Buy apologizes that Mr [redacted] was unable to take advantage of the promotion in questionAs an act of higher level customer service I have requested a $ [redacted] (cost for 6-month Trend Micro) Best Buy gift card for Mr [redacted] to use towards the software of his choice The gift card will be processed and mailed in the next to business days Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus [redacted]

I am rejecting this response because: There is no billing error or problem on my endBest buy customer service representative always gave automated response( template email)please carefully solve the problem

Revdex.com, The information communicated is information I attained from cased calls documented with our 1-888-BEST BUY teamWe thank the customer for their feedback, and will note this informationEither way, the customer was refunded in full as premised on my last communicationThank you Regards, Sarah L

Dear Revdex.com,After our Insurance Team (Sedgwick) reviewed this file, we maintained the denial that was issued out by the prior third party administrator based on the fact that after the completion of the delivery/install the customer signed off stating that there was no damage.Unfortunately, the customer would have to work with the third party's (Penn Ridge) insurance team to secure a settlement.Respectfully, Ash E

February 16, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as it is our understanding that the claim in question [redacted] -has been resolved and a payment was issued on February 14th, for the damaged floor and cabinet Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, MrTerry [redacted] Executive Resolution Team Best Buy Customer Care

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionSomeone has attempted to reach out to the customer directly via phone and emailWe will continue to try and work directly with Mr [redacted] around this, as personal information is involvedThank you,Best Buy

I am rejecting this response because: If you sell someone computers that break times within the first year, you should make an exception and give them a replacementIt is only fair

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the dishwasher purchase and damage they described during the delivery and installation service Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installations [redacted] ’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Paul [redacted] who contacted Mr [redacted] directly in resolving their concerns; however, Case Manager Agent Defender Paul [redacted] was unable to connect Case Manager Agent Defender Paul [redacted] did email Mr [redacted] too with their contact information (phone and email address) in seeking to connect and resolve their situation Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing this matter to our attention In addition to contacting the Revdex.com, the customer contacted the executive resolution team at Best Buy directly via phone The customer agreed to a resolution with an Executive Resolution Specialist Best Buy considers this matter closed.Thank you,David M

Revdex.com, Thank you for bringing this to our attention; we are terribly sorry for the inconvenience this error caused our customerPlease know that I reached out to our support team, and have had the order canceledThe customer should be refunded in 2-business days, or 1-billing cycles depending on their cardAgain, we deeply apologize that we let the customer down; our customers' experience is our top priorityWe thank you for allowing us the opportunity to address this Regards, Sarah L

Dear Revdex.com: Thank you for sending this on for our reviewI can imagine how terribly disheartening this experience is for the clientThe Terms and Conditions of your plan constitute the entire agreement with respect to the services and benefits provided and they do not cover accidental damageBest Buy cannot account for one-off conversations between employees and customers; therefore, we ensure the terms are provided in an official format for customer's reference, which the terms also reference, "Employees and agents of Best Buy have NO AUTHORITY to alter or modify the terms and conditions of this Plan – either orally or in writing." If the customer would like to cancel his protection plan, I can do so for them and issue a prorated refund, which is approximately $Thank you!