Best Buy Stores, LP - US Headquarters

From: ***, Steven Sent: Monday, September 11, 12:PM To: '***@travelers.com' Subject: BEST BUY - Revdex.com COMPLAINT # - *** - Hello Mr***, Thank you for your consumer complaint to the Revdex.com (Revdex.com) with your concerns
about your Geek Squad speaker installation service from our Brookfield store (#***)My 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 my telephone call and Voice Mail (VM) 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 has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claims. Once information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue After receiving your Revdex.com complaint, we contacted our Brookfield store’s management team directly who filed the claim with Sedgwick on your behalfThe claim #***750-has been sent to Sedgwick who contact you directly for the property damage you describedFor any questions or current status of the claim, we encourage you to contact Sedgwick directly at ###-###-#### Thank you again for making us aware of your consumer complaint and speaker installation serviceWe appreciate your business and hope you will let us know of any future questions or concerns Sincerely, Steven *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com - We attempt to provide our customers with general timeframes within which they will receive items that they have purchased. Unfortunately, due to supply and demand, not to mention holiday sales, we are unable to provide all customers with accurate in-stock dates for
items that are currently on backorder from the manufacturer. If the customer would like a refund for their order, that is the best that we can offer at this timeRegards,Amy C

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have engaged with the customer and were able to find an agreed upon solution. Best Buy considers this matter
closed Sincerely, Scott M

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case The Best Buy gift card was used previously on 06/25/2016, before Mr*** contacted us after they lost itThe receipt is included in attachments With the current remaining balance at $and as outlined in our previous response, we would be unable to accommodate Mr***’s request in reissuing the gift card for the full amount of $*** Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe informed the store of the situation and they immediately reached out to the customer to resolve the issuePer the customer's request, the store will process the $price
match guarantee refund to a gift card
We apologize for any frustration or inconvenience this may have caused the customer
We now consider this case closed
Thank you,

I am rejecting this response because:Due to my injuries, I could not return the Chromebook within their time frameI believe that this is an unfair assessment in light of my legal disability. I believe that I am being discriminated against and my disability is not being considered in this case.I can provide a letter from my Dras well as my designation as disabled

Dear Mr**, Thank you for forwarding your delivery concerns to us through the Revdex.comWe apologize for any inconvenience this may have caused. We have passed your feedback over to our partners at Sedgwick, the team that oversees insurance adjustment claims on behalf of
Best BuyThey have informed me that they have been in contact with you, and will continue to oversee the claim to a resolution At this time, Best Buy feels this matter has been fully addressed. Sincerely, Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

I am rejecting this response because: tech told us it would be fixed and was coming back, unit is defective, not anything the consumer had done to the unit. best buy is just playing games with me to not have to fix my unit

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/21/Best Buy has offered the customer a gesture of an exception to our return policy and resolved their concernNevertheless, please forward any additional concerns to our office and
we will respond accordinglySincerely,Best Buy

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The delivery has been completed, and we are providing a $*** Best Buy gift card as a customer service gestureBest Buy
considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy/Pacific Sales feels that we have already addressed this matter with our customerOur records indicate that we have provided customer satisfaction gestures in the amount of $and and have discounted products
for about $by upgrading products when needed.We have recently sent a $check to the customer for the food spoilage(limit) but unfortunately we will not be able to provide further monetary compensation as we feel it has been addressed previouslyBelow is a summary of the sales orders and terms of events: In reference to Complaint ID; ***, the consumer was compensated on many levels throughout the entirety of her transaction I have attached all her transactions with the accommodations and compensationsShe claimed food spoilage, because of defect in the fridge and because she purchased a service agreement through Warrantech, she was referred to them to file a claim.Sales order: *** Date 08/20/she received a counter depth fridge at no additional charge, a value at $more than original fridge she selected, because the original customer selection was too large for her space- The store worked with the customer and gave it to her at the same price because of the delay from the manufacture.Sales order: *** Date 09/04/she was upgraded to the next level dishwasher no additional charge.Sales order; *** Date 10/28/after a period of time her fridge failed instead of going through the service channel and waiting on parts we said we would return and exchange, even though it was out of the return policy of daysWe explained it was a special order and would have to wait on the manufactureOn 11/25/is we provided a Loaner fridge (not a practice).Sales order: *** Date 12/08/is we set up the exchange for her to receive the special order fridge on 12/11/15, we also explained we do not cover food spoilage at a store level and that she would have to go through service agreement company WarrantechCommon practice is she would have to provide the Warrantech the receipts of food loss.Sales order: *** Date 12/20/is exchanged the Range to a different brand no additional charge for disappoint Sales order: *** Date 12/20/exchanged the Dishwasher to a different brand no additional charge.Sales order: *** Date 12/22/exchanged Fridge to a different brand months out of policyWe also provided a discount of $and two customer satisfactions in the amounts of $and $34.08. Thank you,

I am rejecting this response because:
It is simply not acceptable to treat your customers like they are stupid! I have a screen shot of YOUR website page for this product saying that expedited shipping is free. Don't tell me I'm wrong and that you are going to do it as a courtesy - admit that YOU are wrong

Revdex.com,Thank you for bringing this to our attention. Please know that the email communications sent to the customer around their order contained a link to receive more information around our return/exchange period. We have a day return policy for most items. In this case
the store did make an exception to our policy and processed a return to store credit, which was the only possibility. Regards, Nick S

I am rejecting this response because:
I'm not willing to accept this responseBest buy already process an order and charged money for this items

Initial Business Response /* (1000, 8, 2015/09/25) */
September 25,
To Whom It May Concern:
Best Buy feels that we have fully addressed Ms*** concerns that were forwarded to your office as the purchase in question was well outside of the return exchange time frame and we would
not be able to offer an exchange at this timeNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy stated that they "fully addressed my concerns" .That is untrueThey did not adress my concerns at allI agree that due to our daughter's illness and hospitalization we waited to take the printer out of the box and set it up, but we were led to believe that our printer was compatible with our computer and did not anticipate any problemsIn our business, we have a heart with our customers and work with them when they have a family illnessBest Buy is showing they care only about corporate profits and not their customersI would be satisfied with this printer if someone from their Geek squad would come and get it workingI paid a lot of money and expect Best Buy to stand behind their product and truly care about their customersThis speaks volumes of Best Buy's attitude about their customers
Final Business Response /* (4000, 14, 2015/10/13) */
October 13,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** A*** concerns in the previous correspondence forwarded to your office on September 25, and our position remains unchangedNevertheless, 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,The unit had an ETA of 7/but a deliver attempt was made on 7/Based on the tracking information, the unit was sent to the local UPS since the receiver was not available.Our customer can view the tracking number below:***Kind regards,Ash

05/18/2018To whom it may concern,Best Buy has worked with the customer to add haul away to this order to ensure all necessary teams are utilized to complete this service for the customer. We have also worked with our delivery leadership to find the earliest available time for this customer to
expedite service as much as possible. Nevertheless, should any further issues arise, please feel free to reach out directly for further support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Jason was very helpful in resolving the issue and agreed there was a lot going on with a brand new computerThey resolved it in the store quickly and I finally have a working computer to continue working on my business! He gave me his card to personally contact him if I had issues. Thank you, *** ***

I am rejecting this response : after I received the check from Mr.*** I returned to Best Buy to purchase the refrigerator which we previously discussed in the correspondence emails and phone callsThe agreement was to purchase the *** and split the cost Again Best Buy was running a sale which was near the ending date as I explained to Mr.*** when I received the check the discussed unit was Sold out! I then settled on the ***At checkout the credit for the exchange was then decreased without a clear explanationI left sevwral VM messages in hopes of speaking with Mr*** to get a clear explanationPer the protection plan I should have been given a credit for what I paid for the unit to coincide with check BEST Buy sentI paid additional money that was not agreed upon

Revdex.com,Thank you for bringing this to our attentionWe are deeply sorry for any inconvenience to our customerPlease know that this was forwarded to our entire service and store leadership who have been working in close contact with the customer to address and resolve all issuesAndrew has been the customer's primary point of contactThe customer was given a loaner refrigerator as this product is on backorder, and all other appliances have been deliveredOur appliance supervisor will be following this to the end, and will discuss a gesture for customer satisfaction after the refrigerator has been deliveredThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L