Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing the customer’s order concerns to our attention. We have investigated the orders placed and customer was contacted. Customer was informed his orders were outside our quantity limits, which is outlined on BestBuy.com. We reserve the right to
limit quantities sold, including the right to limit or prohibit sales to reseller dealers. Sincerely, Dean ***Executive Resolution Specialist###-###-####

Dear Revdex.com,Thank you for bringing this matter to our attentionThe customer reached out to our corporate office by other means and accepted the resolution on 03/We now consider this case closed and will take no further action.Best Regards,

Dear Revdex.com: Thank you for sending this on for review. A restocking fee is an industry-standard charge applied when returning an unlocked/no contract device and is disclosed in our Return & Exchange Promise
, which receipts refer customers to view online:Cell Phones with a Carrier Contract and Unlocked PhonesYou can return or exchange cell phones with a carrier contract and unlocked phones within daysLike the carrier stores, we have a charge ($35) for return or exchange of these productsThis return period and charge also applies if you are a My Best Buy Elite or Elite Plus member

Sent the following email:Dear *** ***, Thank you for contacting the Revdex.com about your television delivery concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for reviewI am very sorry to hear of your concerns with
the delays in delivering your ** 50” television I have been informed your television delivery was completed. Due to your concerns, I have requested a $*** gift card be mailed to you as an invitation to visit Best Buy again. You should receive the gift card within three weeks at your *** *** *** *** addressThank you again for making Best Buy aware of your concerns. We do appreciate your patronage, and I hope you will let me know if you have any future questions or concernsSincerely, Dean *** Executive Resolution Specialist ###-###-#### dean.***@bestbuy *** ** *** ***

Dear Revdex.com,Thank you for sending this over for reviewI have looked into the customers complaint and I see that the plan has not been cancelledI have successfully cancelled the plan and will refund in full $in a form of a checkI will have this mailed to the address provided in this
complaintThe customer will be receiving this in 10-business days and the reference number is ***.Thank you,Karla ***

Initial Business Response /* (1000, 5, 2016/01/22) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionThe customer does has purchased Geek Squad Protection for her headphonesThe customer agreed to the terms and conditions of the Geek Squad Protection when the purchase was made,
which can be found here: https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
In order to receive the value of the item(s) toward another purchase, the items need to be returned during the Return and Exchange periodOnce this period has expired, customers are unable to get a refund or use the previously paid price toward an upgradeGeek Squad Protections do not afford that opportunity eitherAs the manager in the store stated to the customer, in order to purchase the new headphones, the customer will have to pay the retail priceBest Buy will not offer the resolution that is requested and considers the matter closed
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every set that I have purchased I've always bought a year protection plan for the headset....I do have the recipet to prove that....But I was told that YES long as I had the geek squad protection I was allowed within the years to bring them in and swap them out and BE able to pay the difference to get the newest set out....and yes I still have a year or a lol bit longer than a year left on my protection....so I would still like to be able to swap like I was told that I was able to do within my year protection
Final Business Response /* (4000, 9, 2016/01/28) */
Dear Revdex.com,
Bust Buy reiterates its position in this matterWe do acknowledge that the customer purchased Geek Squad Protection for the headphonesThe replacement plan the customer purchased applies directly to the item that was purchasedInformation regarding replacement plans can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/***.c?id=***b Items that are functional that do not meet the criteria for replacement will not be replacedThe customer agreed to the terms and conditions of the Geek Squad Protection when the purchase was made, which can be found here: https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Again, in order to receive the value of the item(s) toward another purchase, the items need to be returned during the Return and Exchange periodOnce this period has expired, customers are unable to get a refund or use the previously paid price toward an upgradeAs the manager in the store stated to the customer, in order to purchase the new headphones, the customer will have to pay the retail priceBest Buy considers this matter closed
Thank you,

Dear Revdex.com,According to the terms and conditions found on Geeksquad.com for the warranty purchased, Best Buy reserves the right to offer a comparable unit or a store credit for the value of the unit in today's market not to exceed the price paid.Based on these terms and the fulfillment completed, Best
Buy abided by the terms and conditions of the warranty purchased.As a one time exception, Best Buy has issued a $gift card to offset the difference between the store credit provided and the cost paid for the unitThis will arrive in the mail with in 2-weeks. Thank you, Ash E

09/19/2017 To whom it may concern, Upon review, Best Buy has approved a one time customer service exchange to replace this unit outside of policy Upon completion of this exchange Best Buy will consider this issue resolved in it's entirety Nevertheless, please feel free to
reach out should any further issues arise

December 5,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns
that were forwarded to your office by *** *** as the exchange process has since been
completedNevertheless, we do
apologize for any confusion regarding
the process or if the customer felt that
they were misinformed in any wayPlease 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,Best Buy has cancelled our customer's My Best Buy membership per her request and removed her information from the loyalty account.Kind regards,Ash

Dear Revdex.com, Thank you for brining *** ***'s compliant to our attention We have provided the customer his products and the case is considered closed. If there is anything else we can help with please let us know. Thank you,Best Buy

Dear Revdex.com, We have resolved the issues for the customer outside of the Revdex.comThank you for forwarding this to our attention again. Best, Kelsey F

I am rejecting this response because:Does not address the issues at hand. Had already gone thru the "Call BestBuy to place another order" route which simply added to the frustration. Had already gone elsewhere for the item needed.The response did not address the following key complaints:1) "information not verified" was never explained as to "what" info was suddenly unverifiable given the fact that I had placed orders with Best Buy using the same account and identical information before.2) BestBuy's own processes are not being followed. To date, I still have not gotten the "call out" from the Verification Team as described voluntarily by Best Buy's own customer service rep. Why have a policy and "resolution process" when it's not utilized.3) Most importantly, as mentioned in the original complaint, the rep and supervisor, who falsely claimed my address is a "warehouse" and advised me "never to order from that address again" need to be fully reprimanded. Otherwise, they will simply repeat the same mistake/lie/incompetency again. They claimed they used "google" to check my address and insisted that it's a warehouse. Unbelievable

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attention. We have spoken to the customer and came to a resolution directly with Mr***.Thank you,Best Buy

Revdex.com, Thank you for brining this to our attentionWe are deeply sorry for the delay in refund to the customer and take full ownership of the experiencePlease know that I have confirmed the refund has now been processed, and should reflect to the customer's card within the next 3-
days. Thank you again for allowing us the opportunity to address these concerns Regards, Sarah L

Dear Revdex.com, I partnered with store leadership regarding this matterWe apologize for any inconvenience this caused. In this situation, the product was accidentally given to another customer who had ordered something similar and the order was closed out mistakenly by one of the front
lane employeesThere was a slight delay to figure out what had happenedLuckily, they had another one of the product in the building, so they were able to start the installation on time. MrCronin's installation did begin on time and was completed fifteen minutes before the estimated time he was givenThe store stated that they did offer a discount for the misunderstanding but MrCronin said he wanted a refund for the installation. As the installation was performed on time and completed early, we feel that the discount that was offered is a fair resolution and we will not be offering a refund for the installation. Thank you, Dan S.Best Buy

Dear Revdex.com, We certainly apologize if the information presented to Ms***. Our in home service comes at a cost of $229.99. Our Quality Assurance Team discounted that service $229.99. So the service call would be free. Again we are truly sorry for any confusion to Ms*** with the wording of free and then discounted. The service call would be free. Sincerely, Scott M

I am rejecting this response because: they have not resolved my complaintI still have the charge on my card, with no response from best buy on what they will do to correct thisI replied to their email almost a week ago and still have no response from them, despite repeated requests for contactI have been requesting to void and cancel the claim for over a month to no avail

Dear Revdex.com - We can see that he has contacted our customer care department and they have requested an answer as to why the order was cancelled. The customer will need to work within the timeframe that has been provided to him by our Customer Care department. We can understand the
customer's frustration at having his order cancelled, however, we are unable to offer any compensation, nor are we able to expedite his requestRegards, Amy

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. We have resolved with the customer outside of the medium of the Revdex.com and consider this matter fully addressed. Sincerely,Kelsey F