Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for reaching out to my team regarding the concern brought forth by *** ***My name is Shane with the Executive Resolution Team here at Best Buy and this case has been corresponded to myself for further reviewI have reviewed the information provided and found a different
existing case, case ID: 189494868, escalated to our Post Purchase Support teamAs of 12/06/2016, our Administrative team has approved a refund for the difference in prices and the credit is currently pending an authorization holdMr*** should be seeing a credit applied to his account within 3-business daysIf in days a credit has not yet been seen, I gladly encourage Mr*** reach out to myself and I would be happy to further investigateWe sincerely apologize for any inconvenience experiencedI appreciate the time taken to reach out to my team and myself that we may address and resolve this issuePlease feel free to reach out with any further questions or concernsSincerely, Shane *** Executive Resolution Specialist Best Buy Corp

I am rejecting this response because:
***. no one has contacted in regards to the claim work

Initial Business Response /* (1000, 10, 2016/01/26) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that I have informed our business group so they can look into this further, see if the unit should come with the software as advertised, and remove if incorrectWe do apologize
for any inconvenience, as the last thing we would want to do is disappoint our customer
As a courtesy, I have applies a $*** credit the customer's orderThe software retails at $at full price, and I included an additional $** for the experience
As the customer paid with Paypal, it will take the standard time for Paypal refunds; which, depending, can take up to days to appear on the customer's Paypal accountHowever, rest assured the refund was successfully submitted
Thank you again for allowing us the opportunity to address the customer's concerns
Regards,
Sarah L

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer Monthly Geek Squad Protection (GSP) plans are non-refundableI was not able to locate contact from the customer before
2/3/regarding this issueIf the customer’s wife was calling in before then, the agents would have been searching for a GSP in her nameThe GSP in question is under Mr***’s name Best Buy is unable to provide the refund the customer is requesting, but will provide service on the phone per the terms and conditions of the contract Best Buy considers the matter closed Regards, Kathryn S

April 8, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as I have requested a $*** Best Buy gift card in his name as reimbursement for the purchase in question. The gift card will be processed an mailed
in the next to business days. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Hello,We have reached out to the customer via emailThe customer confirmed they have received the product, it was delayed in shipping, but delivered and acceptedBest Buy considers this matter resolved.Thank you,Anthony W

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 The refund for his dishwasher was processed on 4/for $788.48. We have just completed the transaction for the
microwave on 4/for $295.51. Both refunds will reflect on the customer's credit card in the next 3-business days. Best Buy considers this matter closed Sincerely, Scott M

I am rejecting this response because:
I never received a call on 12/13, like they stated they wouldThis issue is still not resolvedl checked the phone number I provided ###-###-####, which is listed correctly and the number I use

Initial Business Response /* (1000, 6, 2015/09/09) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressedBest Buy Mobile Geek Squad Protection plans cannot be refunded outside the day return policy for mobile phones
Best Buy and Geek Squad agents have offered
an exception to the above policy, contingent on the customer providing information to validate the activationOnce that information is received to those agents, they will fulfill their offer to reimburse the client according to their offers made in the cases provided
Until the agents have the information requested, Best Buy will be taking no further action on this matter
Thanks,
Initial Consumer Rebuttal /* (3000, 9, 2015/09/11) */
***Document Attached***
Documents Best Buy requestedAs stated in the report sent, I've tried to send these documents numerous times to Best Buy/Geek Squad and the fax number given has not been workingAlso as I stated, an employee tried to send it in store alsoI don't know what else to doThey informed me that they didn't have an email for me to send my documents to and the fax number does not workI've been trying to be as cooperative as possible in working with them to resolve this issueBut how can I get them info, if the they don't have an email and their fax number is inoperable?
Final Consumer Response /* (2000, 13, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have been going through this process for about weeks and the refund will take just as long (2-weeks) I'm happy to get this resolved
Final Business Response /* (4000, 11, 2015/09/15) */
Dear Revdex.com,
We have received the requested documentation from the customer and Best Buy will honor the previous offerWe have contacted the customer to explain the reimbursement process and the customer is happy with the resolutiuon
Thanks,

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the described difficulties experienced in an effort to obtain
rack replacements for the customer’s dishwasher. After reviewing the purchase and the associated receipts the racks are covered by the customer’s protection plan. We sincerely apologize for the incorrect information. At this time the proper field leadership is in contact with the customer and is in process of confirming the appointment after the parts arrive. Best Regards, Amanda H

I am rejecting this response because:
Although it finally gotten taken care of, it took about 15-calls and about 10-hours total on hold and the transfer game from one person to another I don't feel like $compensates me for that kind of effort and time

Dear Revdex.com, Thank you for bringing this to our attentionUnfortunately, we are unable to offer Geek Squad Protection (GCP) renewal after the plan expiration date, and we would not be able to accommodate the customers request for replacement of his televisionSincerely, Dean ***Executive
Resolution Specialist###-###-####

Revdex.com, Thank you for bringing this to our attentionPlease know that we have connected with the customer and he has been provided with a full refund of his computer, which we are allowing him to keep as a gesture for the experienceThank you again for allowing us to address our customer's concerns
as we always strive for excellence Regards, Sarah L

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. I am VERY grateful to Cathrine and her team at Best BuyI am a customer of Best Buy and will continue to be oneI am so thankful for their understanding, and fantastic customer servicethank you also, Revdex.com

Dear Revdex.com,Thank you for bringing this matter to our attentionOur records indicate that Geeks Squad was scheduled for a service call to repair the ** TV set on 04/27/Our technician did arrive to the service but was not able to proceed with due to physical damage on the unit's screen/LCD
Unfortunately, this is not covered by the Geek Squad protection plan purchased by the customerPlease know that Best Buy will not be able to proceed with service due to reported issue not covered by the plan purchasedThe customer can request a cancellation of her plan and receive a prorated by requesting this in person at her local Best Buy store.The customer may also visit our site for to review the terms and conditions of the plan where she can further review the exclusions of coverage details.Below is the link to the GSP protection plan purchased by the customerfile:///C:/Users/a224515/Downloads/gsp_2014_10_26_to_2015_09_12_v9_engli...⇄ you,

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 spoken to Mr*** directly and found a solution acceptable. Best Buy considers this matter closed
Sincerely, Scott M

Initial Business Response /* (1000, 5, 2016/03/16) */
Revdex.com,
Thank you for bringing this to our attentionWe can certainly understand the frustration of having a month computer show signs of issue
While our return and exchange policy is days, the unit was covered under a manufacturer's
warrantyAs a courtesy, we offered to send the unit our for repair under that manufacturer's warranty
That being said, I forwarded the information to the store's General Manager, who contacted the customer and is refunding the computer cost to the card used at the time of purchasePlease know this is a onetime courtesy
Thank you again for allowing us the opportunity to address these concerns
Regards,
Sarah L
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund thank youI've lost a lot of work time and money returning to your store times in one week unable to work on my new computer
I bought in good faith a NEW COMPUTER and found it was defectiveThe same way Best Buy couldn't run without a cash register is the same way I couldn't work with a new computer that was unreliable and defective
BEST BUY HAS NOT EARNED MY BUSINESS

Initial Business Response /* (1000, 5, 2016/02/09) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
We try to be as accurate as possibleHowever, we do not warrant that pricing in the store is accurate,
complete, reliable, current, or error-freeDespite our best efforts, an item may have been moved, misstated, or mispricedFor any of these reasons, the General Manager may choose to not honor the inaccurate price
In this case, we fully support the decision made by the General Manager and are unable to provide exception pricing on the requested televisionFor these reasons, we consider this case closed and will take no further action
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By law, advertising is supposed to be correct in terms of the actual information it provides regarding products or services

I am rejecting this response because: If the items are sold out then the website should state thatWhat kind of Company doesn't know there inventoryand why did it take bestbuy weeks after my order to finally cancel itWouldn't bestbuy know if they had enough inventory within a day or How can you not have enough inventory to honor a sales price but have enough inventory to charge full price

Dear Revdex.com: We cannot prove whether earbuds were worn, but an opened package cannot be resold; therefore, we do not take them back for returns or exchangesThe receipt advises, "14-day return period on Phones and Carrier Connectable Devices for all customers15-day return period on almost everything elseFor return promise details and a complete list of exceptions, ask for a policy flyer or go to www.BestBuy.com/Returns." This disclaimer fully absolves us of any wrongdoing and firmly closes this Revdex.com matter