Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Based on the information provided, Best Buy was unable to identify the chargeWe would recommend that the customer dispute the charge with the issuer of the credit cardBest Regards, Ash E

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate Best Buy's prompt response

07/14/2017To whom it may concern,Best Buy feels we have fully addressed the customer concern and this matter is resolved The warranty provider Warrantech has been in contact with Best Buy and the customer and service has been scheduled to repair the device in question Please feel to contact me directly should any further issues arise

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 reviewWe 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 causeBest regards,Shane MExecutive resolution specialistBest Buy Co INC

I am rejecting this response because:This is not a true statement The first I was made aware of this was when I went to make a return and it was blocked I have made only returns with Best Buy between August and April 2016, however The Retail Equation report states at the top they have accepted items for return during this periodThis I do not understand The explanation of what and why things were returned (all were done within the guidelines that Best Buy advertises for their return policy) were explained in the letter I attached previously here to Mr*** Best Buy has yet to provide me any valid documentation where they will only accept up to returns within a month period Their return policy states "improper returns." I have not made improper returns and should be removed from this list For the last many months, I have received emails from Best Buy requesting that I use my charge card and they are including special promotions for this My balance on my Best Buy credit card has been $for quite some time.Denise Lynch

Hello Mr [redacted] , 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 [redacted] GM Sean [redacted] 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 [redacted] 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 [redacted] Senior Executive Resolution SpecialistBest Buy Corporate Campus

I am rejecting this response because: Not good enoughI want to escalate this to the corporate officeGeek Squad customer service sucksThey are horribleYou can never talk to the same person When you call the number they will not connect you to a technition before their "entry person" tries to fix the problem even though it never worksThen, when the technician is on your computer they do not call youThere techntion did something to my computer and it went into safe mode and I could not even use itThe wait time to talk to a the technician is over an hour most of the time and then they do not resolve the problemI have been a loyal customer at best buy for over years and have spent at least $20,on TV's Computers etcI have been with Geek Squad since and up until recently rarely called themI want to know why a technician who comes to my home cannot fix my problem and why after spentind two hours on the phone with online support thye cannot fix the problemconnecting a printer is not rocket scienceReally?

Hello Revdex.com, We are following up on [redacted] Revdex.com case The My Best Buy certificates are received by customers are based on the purchases they made with our company under the My Best Buy loyalty membership accountsThe My Best Buy memberships are voluntary for customers to join and the certificates are not redeemable for cash or refunds if customers utilize the certificates for future purchases and the purchases are returned or provided a price match; whether online or in our storesIf a refund is provided or receives a price match and a certificate was used for payment, the certificate would be reissued for the amount of the certificate they used In reviewing [redacted] online order for the suitcases (BBY01- [redacted] ), they were only charged $The majority of the funds received for payment on this order was from the My Best Buy certificates ($205.00) [redacted] mentions in the Revdex.com follow upCiti Bank who manages the Best Buy credit card will confirm the amount of the charge for this purchase transaction on the online order The credit [redacted] was provided by our representatives was credited back to the certificates used for the purchase; however, a computer issue did not correctly reissue the certificates back to [redacted] My Best Buy Membership account (# [redacted] ) While we would be unable to accommodate [redacted] request to refund the credit card $82.46, we will be adding 4, points to [redacted] membership account ($in certificates) as the majority of payment received for the online order was made in certificates they earned from the My Best Buy loyalty membership program on the purchases made previously from our company The points (4, 250) will be visible in [redacted] account (member # [redacted] ) in approximately to hoursPoints are converted to certificates in members accounts Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello Revdex.com, We are following up on our previous response to [redacted] ’s Revdex.com case As we outlined in our previous response, we are unable to verify what specified between Ms [redacted] and our employees on the price match and as noted the price match policy is posted in our stores, and websiteOur position has not changed as we do not match Groupon or coupons per the price match guarantee However, we did reach out to Ms [redacted] and left a voice mail informing them of our position on 03/03/As a customer service gesture of goodwill, we will be sending a $ [redacted] Best Buy gift card from our corporate office and should be received in approximately 10-business days Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: I am rejecting this response in regards to the following portion of "Dan S'" the following portion of Dan S' statement: "Normally we would not provide a refund if service was provided but this refund was offered as a gesture since Ms [redacted] was not satisfied."Service WAS NOT provided, which was confirmed by their own tech Christopher [redacted] in his notes to Geek Squad/Best Buy, along with his advising Geek Squad/Best Buy that I should be immediately refunded the $bedcause no service was performed whatsoever!Additionally, I was not "informed by Mike" until after I called the Best Buy Corporate Office and insisted on speaking with someone that would finally, after two weeks, address my refund I spoke with "Cassie", who advised that she would handle this personally I later received a phone call from "Mike" who advised me that they were never even informed that I was due a refund, that he couldn't explain how this happened because it should not have happened, and I would be issued my refund.I have received my refund and the only reason I state that I am rejecting their response is because they do not have their facts correct and I want it acknowledged that they know they did not issue me the refund as a "courtesy", that it was their error that I had to go through the difficulty I did in order to receive the refund I am due, that had I not kept pursuing this I NEVER would have received my refund, and that they admit they need to ensure this does not happen to someone else.Thank youSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer has contacted Best Buy by other means and the issued has already been address and resolved This is considered resolved therefore we will take no further action Thank You, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution has been reached

I am rejecting this response because: First off The total that I should Owe is $ And the refunds that I discussed with the previous person that I discussed it with the other day did not add up to that I then said OK she was telling me that the refund was so when I spoke to citi bank they told me a different amount which is shorting me another $or something to that effect I want the credit card statements for both mine and my husband's credit cards to be a total of $that's what it's supposed to be from day one after that I will then pay that and everything would be fine

Dear Ms [redacted] - The Kaspersky anti-virus software was not just attached to your Gateway computer, it was good for use on up to separate devices Best Buy does not stop renewing software such as this without a request from a customer as we have no way of knowing whether or not the software is in use Therefore, we require that customers notify us when they are no longer using a Geek Squad Protection plan or Software plan, as unless the plan is not set up for automatic renwal, we have no way of ascertaining whether or not a customer is still using a device or software We can see that you have been reimbursed $for the payment made on January 22, We are unable to retroactively offer you a refund for any other years of the anti-virus security software.Regards, Amy C

Initial Business Response / [redacted] (1000, 7, 2015/10/20) */ October 17, To Whom It May Concern: Best Buy is unable to confirm or deny [redacted] 's claims based of the information supplied in her complaintHowever, if there was any fraud involved in the transaction she would need to deal directly with the financial institution that holds the credit account in question and follow their procedures for disputing a charge and fraudulent activityNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best 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.We have attempted to contact the customer directly for more information about the purchase and attempted return, and he did not provide the requested informationThe only receipt provided was for a cancelled transaction, and we need a current receipt in order to look in the issue.Please note that our return and exchange period is days, and any items that are physically damaged or are missing components may not be eligible for return or exchange.Until the consumer provides the necessary information we have asked for, including a valid purchase receipt and the reason the return was denied, we consider this matter closedSincerely,Kelsey F

Dear Revdex.com,Thank you for your partnership in bringing this concern to our attentionCorrespondence regarding this matter has been brought to our executive resolution team for proper review.We sincerely apologize for any frustration and inconvenience experienced in our customers attempt to purchase their TVAt this time, we have reviewed our records and the previous interactions with our agentsThe TV in question has a regular retail price of $and is currently at the proper sale price of $849.99, with no corrections being made to advertised pricingAs such, Best Buy will be unable to honor the price match request of $We sincerely apologize for any inconvenience this may cause, and we thank you for the opportunity to provide Best Buy's stance to this concern.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Hello Revdex.com, We are following up on my previous response to [redacted] ’s Revdex.com case As a customer courtesy in covering the cost of Insignia blue tooth speaker purchased, we will be sending an additional $ [redacted] Best Buy gift card Additionally, as we outlined and the T&C provided in our previous response, customer accepts the T&C of the website when they place online orders or purchase from our website Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing the customer’s appliance delivery concerns to our attention The customer's replacement washer delivery was completed on 12/9/ Sincerely, Dean [redacted] Executive Resolution Specialist

Revdex.com, Thank you for bringing this to our attentionAlthough this is a bundle price which would have been noted on the signage for the unit, the store has provided a full refund to the customerhe was personally contacted by the store who is sending his receipt via mail Thank you Regards, Sarah L

Dear Revdex.com, We have been unable to locate the original purchase information related to this transactionTerry from our Executive Resolution Team emailed Ms [redacted] on 10/18/via email to obtain this information but has not received a response Please have the customer provide the customer service pin number for the original purchase, and we will gladly look into this further Thank you