Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy has reached out to apologize to the customer for the poor experience he has had in this situationWe want to thank the consumer for the feedback he has provided and we hope that we will be able to provide a more
positive series of interactions in the futurePlease reach out to us with further questionsBest Buy considers this matter concludedThank you for your time. Sincerely,Alex S

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I was put in contact with the general manager of the local store and he address my issue and took care of it locally at the store

May 25, To Whom It May Concern: Best Buy apologizes for the experience described by *** * *** regarding her recent purchase. As a customer service gesture and to resolve the disputed amount on the complaint I have requested a $*** Best Buy gift card for Ms
***. The gift card will be processed and sent in the next to business daysNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Revdex.com, Thank you for bringing this to our attentionCan you please have the customer reply with the following information: Was the unit purchased with Best Buy? If so, can the customer please provide the phone number and name the purchase would be located under? If they have the receipt
(from Best Buy), please supply us with the Customer Service PIN located on the receipt, or the BestBuy.com order number if purchased onlinePlease let us know what the Service Order (SO) Number is for the repairAlso, what store was the unit brought into for service? Please know that if the unit was not purchased through Best Buy, and the customer brought the unit to us for repair, that would be a paid serviceIf it was purchased elsewhere, and the customer was in their manufacturer's warranty timeframe, they would have needed to contact the manufacturer for warranty serviceIf this were the case, as an FYI, the customer would need to contact the manufacturer to see if they would reimburse the cost of them choosing repair through our facilityWe would not be liable as we are not the warranty holder or retailer in that instance If this was purchased with Best Buy, we would need the above info to research and respondThank you again for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office. We have refunded the Customer to the original tender. Please forward any additional questions or concerns to our office and we will respond accordingly. Warmest Regards, Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the dishwasher refund request and damage claim status to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsThe purchases and refund are under *** *** and Mr***’s return and refund was process on 07/20/along with the Geek Squad Protection (GSP) plans being cancelled and refunded on 7/21/The refunds go back to the original form of payment (credit card) Best 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. The claim (#***) is being handled by Sedgwick and have verified the claim is open and was tendered to the 3rd party XPOSedgwick has expedited the claim to XPO for them to contact customer directlyFor the status and updates on the claim, Ms*** can contact Sedgwick directly at ###-###-#### Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Revdex.com, Thank you for your replyWe absolutely did contact the store, and the assistant manager would not have received our emailThis information is sent to the General Manager, the District Manger, and our SrDirector for the marketHe would not have been privy to our correspondence General Manager Laila *** sent an email stating that the customer was contacted and that they would be processing the exchangePerhaps a message was left for the customer, or an email sent that was filtered out through their spam or junk filterWe apologize if this was the case Please know that I have reached back out to the entire aforementioned management team to have them reconnect with the customer as soon as is possible so that they can provide the exception resolution they have offered to rectify the matter for our customer Thank you Regards, Sarah L

I am rejecting this response because: Really dont know why it was so hard in the first place to just repair I literally got you call store; no call the geek squad number.And now I got force fed a Television that I didnt want and that I must of confused it; that is not true at all I know what I was told and although I didnt pay full charge for the ** OLED it was still worth 5k wouldnt of mattered if I spent bucks on it..bottom line is they should of upheld there part of the bargain..and now im supposed to say im happy and not complain on the notion that the ** might or might not be returned to the store or they will keep there eye out for somthing to trade it out with...but gave no deadline on when this might occur

Dear Revdex.com,To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed the Customer and am waiting for a responseWarmest Regards, Best Buy

Dear Revdex.com,It has been verified with the customer that the unit has been removed and they have received a full refund for their purchase.We sincerely apologize for any inconvenience and frustration this may have caused our customerBest Buy considers this matter resolved.Thank you

Dear Revdex.com, Thank you for contacting us regarding this matter. The customer purchased a refurbished computer from Best Buy on May 23, 2016. There is a manufacturer’s warranty on the device which was indicated on-line for a period of months. The terms and conditions of the
warranty are specific to the manufacturer and not able to be altered by Best Buy in any way. Since we are now past the return and exchange window, Best Buy will not be able to take a return and issue a refund. Best Buy considers the matter closedThank you, David M

Dear Revdex.com - Mr***'s issue is being addressed internally by a Consumer Relations associate. Regards, Amy C

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBased on Best Buy's actions in rectifying the issue, they've now re-earned my patronage. I sincerely want to thank the Revdex.com for the advocacy work that the organization does on behalf of consumersYour ability to mediate, and indirectly hold businesses accountable to ethical standards in their business practices mean a great deal to consumersThank you!~***

Initial Business Response /* (1000, 7, 2015/09/02) */
Dear Revdex.com,
After reviewing the monthly Geek Squad mobile protection plans, Best Buy has confirmed that it was cancelled due to non-payments
The last payment was processed on 9/18/and was then cancelled on 11/18/
Best Buy allows
a grace period for our customers to update the form of billing on all warranties before cancellingBest Buy may send notifications to the customer as a courtesy to have the warranty payment information updated but is ultimately the customer's responsibility to do so
Best Buy is unable to re-activate any warranty that has been cancelled
We apologize for any inconvenience and disappoints that this situation may have caused
Kind regards,
Best Buy

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 greatly appreciate your assistance in resolving this matter.Kindly, *** ***

Revdex.com, Thank you for bringing this to our attentionPlease know that I forwarded this issue to both our Best Buy and *** management, who personally connected with the customerWe sent an installation team out to address the customer’s concerns, and they helped address them for the customer
Part of the issue was an installation misroute that was corrected, and the other was stemming from a DirectTV box in which the installer helped the customer connect with DirectTV for a new boxThank you again for allowing us the opportunity to address the customer’s concernsRegards, Sarah L

I am rejecting this response because: I had contacted the company to update my information and the agent took down the incorrect email and cc information in order to continue processing my paymentsHowever, I have already gone to Verizon to utilize their protection plan and will no longer purchase through Best Buy or Geek SquadWe have purchased cell phones, refrigerator, and computers through them, however due to their unsatisfactory customer service, we will no longer go into the storeIt doesn't make me wonder why they almost went bankrupt!

Revdex.com, Thank you for bringing this to our attentionPlease know that as we cannot physically see the unit or the condition it arrived to the customer, we cannot speak to the customer's claims of the unit now being newProducts are sent in many different packaging, and we were not present for
the unit being openedThe customer would be able to return the item to the store or via BestBuy.com; however, did not pursue this optionThis is why out return and exchange policy is in place With that being said, I issued a full refund to the customer's orderWe are not asking for the product back and are doing this as a onetime gesture in good faithThe customer should see the refund in 3-business days and can repurchase if they choose Thank you for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com:Thank you for bringing the customer’s Best Buy store experience to our attentionOur Springfield store has been notified and they contacted the customerApologized for his experience and used his feedback to improve future customer shopping experiencesDue to the customer's concern, I
have requested a $*** gift card be sent as an invitation to visit Best Buy againCustomer should receive the gift card within three weeks at his *** *** *** address.Sincerely, Dean *** Executive Resolution Specialist ###-###-####

Dear *** ** - Our records show that all desktops that you purchased were delivered to the address listed on your two orders. We will not be offering to reship or refund any of the items as your orders have both been fulfilled.Regards, Amy C