Best Buy Stores, LP - US Headquarters

Hello Revdex.com, We are following up on our previous response to *** ***’ Revdex.com case AS we outlined in our previous response, if the unit is defective or damage as Mr*** described, the computer would need to go to Dell directly for diagnostic for repair or replacement under their warranty or to a local Best Buy store and our Geek Squad can provide further assistance under Dell’s warranty 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

Dear Revdex.com, Thank you for bringing this matter to our attention. We have escalated this issue with the Clearwater, FL location, because this does seem to have been done in error. We are partnering with the local Verizon representative to get the issue addressed. We apologize for the
issues faced by the customer in this scenario. Additionally, the customer has been provided my direct contact information if further assistance is needed to achieve the desired resolution. Thank you, David M

Dear Revdex.com, I contacted leadership from the store in Gilbert, AZThe General Manager Josh said they would reach out to Ms*** to set up a time where she could go to the store to meet in person and clear this up. Thank you

Dear Revdex.com, Thank you for bringing this to our attentionWe are truly sorry for any frustration and inconvenience this has caused. Our Appliance Delivery and Installation Escalation team has been working with Mr*** throughout this experienceOur records indicate that a case manager
from that team contacted Mr*** and confirmed that the delivery occurred Mr*** was also provided a credit card refund on 1/18/for $as a customer service gesture for his experience. Sincerely, Dan ***Senior SpecialistBest Buy Executive Resolution Team

Dear Revdex.com, Thank you for making Best Buy aware of Mr*** concernsAfter reviewing Mr*** order history and his previous interactions with our customer service team, I have refunded his order in full. We are sincerely sorry for the difficulty that Mr*** had in being refunded
for his installation, and for the poor service he received from our staffRest assured that we taking every step to make certain that simliar situations can be avoided in thefuture.Thank you again, sincerely, for bringing this to our attention.Best,Cassie EExec Res Sr

Dear Revdex.com,Thank you for your continued partnership regarding this matter.We will be providing the attached documents to our vendor carrier partners for internal evaluationHowever, as the product was shipped and sold as new, please note that our position regarding any discounts has not changedWe apologize again for any inconvenience this may cause.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the customer's setbacks when dealing with thisPlease know we have contacted Mr*** to explain why the order was cancelled but to also assist with replacing her order at the price she
originally paidWE sent her a $coupon so she could complete the purchase on her ownThis was to offset the price difference at the product was no longer on saleBest Buy considers this matter resolved nevertheless, please feel to forward any other concerns to our office and we will respond accordingly Thank you

Dear Revdex.com,Thank you for bringing this matter to our attention. We have contacted the leadership team from the Coralville location where the work was completed. The team was well aware of the situation and willing to work with the customer toward a full resolution. Achieving that
resolution is a two-fold approach. The first is tied to the repair of the vehicle, which is work Best Buy will not be performing. We are awaiting the estimate for repairs from the client which will be submitted as part of an insurance claim. It is required to have the estimate when submitting the insurance claim. The second element is the gesture the customer has requested related to the product purchase and work that was performed by Best Buy. The general manager of the location is willing to partner on a gesture related to the product and services. We would advise the customer to contact the management team directly.Thank you,David M

Dear Revdex.com - We have reached out to Mr*** and are addressing his concerns. Mr*** now has a direct line of contact with Best Buy's corporate offices and we are closing our Revdex.com review of his concernsRegards, Amy

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear that Mr*** is not happy with the store credit provided by our local store for the router purchased on 05/31/Please know that Best Buy does have a day return policy for our regular customersWe do
have an extended return period for customer that are enrolled on our rewards program and have reached a higher status due to their spending purchase history with usThis is days for Elite members and days for Elite Plus membersUnfortunately Mr*** does not fall under those categories and only had days to return the item. Our store however, has done and exception to the policy and provided store credit for the returnBest Buy feels this matter was resolved when we offered this exception and we will not be able to proceed with the customer's requestBelow is the link to our website where the customer can find more information on our return policyOur return policy is also found on the receipt provided to the customer at the time of purchasehttp://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260...⇄ you

Revdex.com:I accept the response by Best Buy with two conditions:1) In addition to this complaint I filed a dispute on my credit card for $185.71, for which a credit has been issued to me on a temporary basisAll Best Buy needs to do is to not contest that disputed amount.2) The matter of my missing Lou Reed CD was not addressedPlease inquire how Best Buy plans to handle that issue. Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing this to our attentionPer the Terms and Conditions of the Geek Squad Protection plan (GSP), Best Buy may repair or replace the unit to meet the specifications of the product as intended by the manufacturerThe GSP does
not specify that genuine manufacturer-issued parts will be usedIt is Apple's prerogative to not consider this to be an original product and to decline to assist with repair or troubleshootingBest Buy maintains that it fulfilled the GSP as written in the Terms and Conditions, which are a legally binding contractTherefore, Best Buy will not be able to consider your requestWe apologize for any frustration this may cause
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am extremely dissatisfied with this decision as well as the company of Best BuyBest Buy did nothing other then ripped off customersI DO NOT agree with the decision and I strongly deserve for best buy to replace my iPhone or reimburse meI have not been able to fix the phone, use it or replace itIf they have any dignity, replacing the phone would be the best they can doIf I had otherwise been told that the iPhone was going to be replaced with other phone parts, I would had never purchased an insurance with them
Final Business Response /* (4000, 9, 2015/06/24) */
We feel we have fully addressed this complaint, as we are following the written Terms and Conditions of the Geek Squad Protection planWe are sorry the customer remains dissatisfied

Dear Revdex.com,Thank you for providing additional information regarding this situation. We again contacted management from the store location regarding the situation who responded by calling the customer. Based on the communication, there is a plan in place for resolution which the customer has agreed to. The customer will receive store credit once the device is returned.Thank you,Dave M

Dear Revdex.com., Thank you for bringing this matter to our attention. After reviewing Mr***'s accounts, I found that we have received several calls from the customer regarding this price matchOn 9/26/it was explained to the customer that we would be unable to process a price match
back to his credit card, as he had exchanged his TV and utilized a different method of paymentAt this time he was advised to process his price match in storeThis information was reiterated several times during the months of September and October. Initially, Mr*** requested a price match in the amount of As a one time gesture of goodwill, I have taken the liberty of mailing Mr*** a check in this amountThsi check has been maile dto teh address listed in this complaint, and should arrive within 10-business daysI cannot refund back to his credit card as this was not the form of payment used to make the purchase, according to our records. We are unable to provide Mr*** with the price match he requested in his complaint, because this price match does not fall under the time period allowed in our Price Match terms and conditions, which can be reviewed via BestBuy.com.Thank you again for making Best BUy aware of thsi issuePlease let us know if you have any questions.Kindest regards,Cassie E Exec Res Sr

Revdex.com, Thank you for bringing this to our attentionPlease know that we would never want to disappoint our customersI have personally reached out to Mr***, who has a resolution in place with our Delivery CenterThe Delivery Team will be picking the units up for return and refund, and have
placed a new order for the seats as wellIn addition, for the time and frustration, I have issued a $*** credit to the customer's order as we feel it is the right thing to do considering the experienceWe also discussed poor service that was received when calling in to our offices to receive helpPlease know that I will be looking into this as wellThank you again for allowing us the opportunity to address these concernsRegards, Sarah L

Dear Revdex.com, Thank you for binging this matter to our attentionWe are sorry to her of the setbacks endured by the customer with the refrigerator purchased with un on November of last yearUnfortunately, the refrigerator purchase is outside of our return policy we are not able to return or exchange
The refrigerator indeed has a one year manufacturers warranty which started on the day of purchase and we strongly recommend him to contact *** if the unit has not been repaired successfully Thank you,

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.per my conversation with the rep the returns were not excessive and I hope they continue to provide additional training to employees

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 resolution.I have emailed the Customer and am waiting for a response. Warmest Regards,Best Buy

June 7,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns in our previous response to this matter forwarded to your office on May 25th, 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

From: ***, *** Sent: Friday, August 18, 12:PM To: '[email protected]' Subject: Best Buy Revdex.com Complaint Importance: High Dear ***, We have created a UPS call tag to pick up the air conditionerUPS will make three attempts to pick up the
order Below are the details for the call tag: Tracking Number: *** Service: UPS Ground Service Label Delivery Method: UPS Pickup Attempts You do not need a return label as UPS should have all of the information they need to do the pickup and make sure it is sent backI will notify the returns center in Shepherdsville, Kentucky to make sure they process this return as an exception If you have any further questions please let me know Sincerely, Dan *** Senior Specialist | Executive Resolution Team