Best Buy Stores, LP - US Headquarters

Dear Revdex.com, The customer was sold a yrGSP support Plan in lieu of a separate charge for the diagnostic. The unit is currently in for repair awaiting parts. An exception was made for the Modem which was outside of Best Buy'd return policy and was refunded as a gesture of
goodwill and the refund was applied to the yrprotection planThe protection plan offers the customer coverage during and after the Manufacturer’s warranty. If the customer wishes to cancel the Plan and receive a refund she may be responsible for the costs incurred for the current repairThank you

From: ***, *** Sent: Monday, April 10, 1:PM To: '***@gmail.com' Subject: Best Buy Revdex.com Complaint *** Dear Mr***, Thank you for taking the time to contact the Revdex.com regarding your BestBuy.com orderYour
complaint was forwarded to our corporate office and assigned to me for handling I apologize that the $was not refunded to you when you canceled the item on your orderI have made an adjustment to your order and refunded the $This was the total amount that was collected after you used your My Best Buy certificate We hope that you are satisfied with this resolution Sincerely, Dan *** Senior Specialist | Executive Resolution Team Phone: ###-###-#### Fax: ###-###-#### daniel.***@bestbuy.com

Dear Ms***, Thank you for forwarding your concerns to us through the Revdex.comWe apologize for any inconvenience this may have caused you I have forwarded your concerns to our partners at Best Buy Direct, who have informed me that you're scheduled for an exchange
delivery tomorrow morning At this time, Best Buy considers this matter resolved Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Dear Mr***, Thank you for forwarding your concerns to us through the Revdex.com I have just sent you an email to follow up with your concernsPlease feel free to reply to me directly Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

I am rejecting this response because:We still are waiting for a working refrigerator and dishwasher, there have been multiple appointments set for replacement installs, but they never showed upI have wasted different days when the appliances were scheduled to be delivered but never arrived and no notice of cancellation was givenThis overall experience has been horrific, I need significant reparations to amend this situation I have been dealing with for over a month!

Dear Revdex.com, Thank you for bringing this matter to our attentionUpon review, please know that Best Buy has addressed the customer's concerns previouslyUnfortunately, we are not able to provide free products and services due to delays in past purchase experiencesIf the customer still needs
something to be addressed on the issue mentioned above, she may contact our local store to have us review locally Again, that you for bringing this to our attention Best Buy

I am rejecting this response because:
1) I would have taken the offer of $if I had been offered itI paid for the phone up front and didn't choose the payment plan option, I wouldn't have knowingly chosen it for the service plan. 2) I was supposed to be contacted by customer service since the rep on chat support could not answer that question. 3) nothing in my paperwork shows the service plan detailsPlease provide the paperwork showing I was offered options and accepted the more expensive one knowing it would exceed the $

I am rejecting this response because:We have not received said "gift card"I spoke with Beth on 3/1/2018, she explained the charges for the products have been refunded to our cardHowever, the additional were having difficulties working the credit situation back out and she would keep me updated as to when it has been refunded on their endShe did state that she would send the gift card, and needed our physical addresswhich we only use for FedEx and UPSWe have not received anything from BestBuy to date

Dear Revdex.com,Thank you for sending this for reviewAccording to our records we have put the funds back onto the gift card on 5/and the funds have been usedI still called the customer and left a voicemail in case he had any questions.Thank you,Karla B

I am rejecting this response because:
Hi Dan, thank you for responding to my complaintAt this time, I have resolved the issue by simply buying the same TV for the same price at one of your competitors.However, I am rejecting your response because it is inaccurate and completely misses the original issueSure, the order may have been canceled due to multiple transactions (I only submitted 2), but that was the fault of bestbuy.comThis was confirmed by the representatives from the Best buy credit card line. I'm insulted that after nearly days,tthe response I receive from such a large, successful company is meager and uninformedI expected far more subject matter expertise from an official response on Revdex.com. Considering this, I will never use bestbuy.com for my purchases again

Initial Business Response /* (1000, 7, 2016/03/02) */
Dear Revdex.com,
The Geek Squad Protection Plan typically covers hardware challenges that are defined in the terms and conditionsThe data backup services that are offered by Geek Squad are not part of the protection plan and are defined under
labor
The protection plan should provide you with a replacement unit if necessary and not to exceed the original cost that was paid
Based on the exchange, the Geek Squad fulfillment was done correctly and aligned with our Terms and conditionsFollow the link below
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous?CMP=fbss
Best Buy would like to apologize for any inconvenience or frustrations that this situation may have caused
Kind regards,
Ash E
Initial Consumer Rebuttal /* (3000, 9, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the fact that there are additional charges for data restorationThat was never in disputeBut the response states that "The protection plan should provide you with a replacement unit if necessary and not to exceed the original cost that was paid." This did not happenThe only option I was given was to pay an additional $for an upgraded model plus additional charges for yet another protection planI do not believe that a company as large as Best Buy did not know that the laptop they sold me would be discontinued less than days after selling me a year protection planI did not enter the store determined to purchase a protection planI was "upsold" a protection plan and I was only told that we had repair/replace coverage for yearsThere were no other caveatsIf I purchase an airline seat and the plane is overbooked in my class, the airline will offer to upgrade me at no additional cost because it is not the consumers faultI purchased a Microsoft Pro laptop because it fit my budgetIf it was easy for me to pay almost an additional $300, I would have purchased the Pro in the first placeMost companies do what they can to uphold their promises even at a financial loss when the customer is not at faultA customer should not be punished due to the fact that no new or refurbished Pro replacement was available less than days after selling a protection planLack of inventory is Best Buys issueSelling protection plans that cannot be fulfilled is also Best Buys issue, not the customers
Final Business Response /* (4000, 11, 2016/03/08) */
Dear Revdex.com,
Best Buy fulfilled the warranty according to the terms and conditions of our Protection Plan
Since the product is no longer available at Best Buy, the customer was given a gift card to select another unit
Best Buy is recognizing the matter resolved and will not be offering any other consideration

Dear Revdex.com,Thank you for bringing this matter to our attentionWe have reviewed Mr***'s account and see that five $certificates have gone unused and expiredNormally we do not reissue certificates or points but we have made a one time exception and reissued the expired certificatesMr
*** should have this back on his account within the next business hoursBelow, we have attached the link to our My Best Buy rewards program where he can find information about the terms of conditions and program ruleshttp://www.bestbuy.com/site/clp/my-best-buy/pcmcat309300050007.c?id=pcmcat3...⇄ you,

Dear Revdex.com,I am very sorry but comments made by employees cannot be verified. The website is clear on the terms and condition of this product.Best Buy will not change it's position on this matterThank you,Larry S

Dear Revdex.com,Thank you for bringing this to our attentionI have called *** *** at ###-###-####, and left a voice messageApologized for the customer's washer/dryer installation concerns and offered to reimburse the amount he paid his contractor via a $make good checkCustomer should receive
the check within three weeks at his McLean Road address.Thank you,Dean ***Executive Resolution Specialist###-###-####

Dear Ms*** - We have reviewed your concerns and your order and have processed a refund in the amount of $on your refrigerator. We apologize for the negative experience you had with your refrigerator purchase and delivery. Regards, Amy C

I am rejecting this response because:
The person I spoke with on the geek squad told me since the manufacturer was going to take so long that they would just honor the warranty under the geek squad this one time and would be sending a new phone and would wave the geek squad feeThey said as long as I agreed to wave my right to use the manufacture warranty for the rest the year I agreedThey did not honor that agreement Again I would like either a new phone or I would like s $refund for the phone I bought that I thought was a GOOD new phone when in reality I was given a broken, lemon phone

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the damage claim check to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving
Mr***’s Revdex.com complaint, we contacted our Claims team Sedgwick directlySedgwick has informed us they contacted Mr*** directly and were informed the address in which they sent the first check was incorrect The first check has been voided and their team will be re-issuing a new check to Mr*** to the address they provided when Sedgwick Claims Team Lead Matt *** reached out to Mr*** Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Ms***,Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused youWhen a replacement defective device is received by the customer under our Express Replacement process the "Redo" is set for two day shipping to avoid further wait times
We have verified that your recent replacement was received and activated properlyTherefore this has matter has been addressed and no further action is necessaryPlease inform us of any difficulties you may have with that replacement as we are happy to assist.Thanks,

Revdex.com:
Thank you for the work that you have done to assist me in this matterBest Buy did more than the right thing in this caseI would hope that they would clarify the rules of the price match guarantee so that it is more clear than what it currently is. Regards,Mr*** ***

Dear Revdex.com: Thank you for sending this to us for reviewI have reviewed this matter with the store leaders and it was a very unique, yet, unfortunate challenge that resulted in this delayWe reached a solution, which was to issue the refund to her credit card, against a different purchase, rather
than backing out the charge like normalWe could not systematically back out the charge to her credit card as the store, through well-intended efforts to exchange her unit, refunded her original purchase to a gift card, for use in purchasing her replacementShe did not want the selected replacement, for it was too small, among other reasons; therefore, the client cancelled the order, but we could only get the funds back to the gift card, which was not acceptableI have requested the funds be refunded as describedThe customer will see the credit of within 3-business days