Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for forwarding the customer responsePlease know that this complaint was forwarded to Sedgwick for follwith the customerSedgwick is the party that handles general liability claims within Best Buy's enterprise and it is they that will be addressing this claim in it's entiretyThe customer may contact hem directly if he has further questions about his claim Thank you

I am rejecting this response because: I was told by the store employees (Matt/Ted) that if the Geek Squad manager (George [redacted] ) gave the OK to replace the phone that it could be done, which he declinedMy complaint isn't in regards to the product return/exchange policy, it is towards my phone being dropped by a Best Buy employee and the way I was treated when asked what was going to be done about itI have included a photo in the attachments that shows a slight scratch on the back of the device, I have not even used the device since this incident because I want it to look exactly how it did after I returned home from Best Buy

Revdex.com, Thank you for bringing this to our attentionPlease know that this product was of limited quantities, and we will not be honoring the customer's requestOur terms of use state that we are not responsible for canceled ordersThank you Regards, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionFirs of all, we are very sorry to hear of the setbacks endured by Mr [redacted] when dealing with this matterPlease know that we have reviewed this and unfortunately were unable to find a reason why the game codes sent to Mr [redacted] did not workAs a form of apology, we offered to send a $ [redacted] gift card which Mr [redacted] accepted as a resolutionHe should receive this in about business days Best Buy considers this matter resolved however, please forward any additional concerns to our office and we will respond accordingly Thank you

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the gas range delivery and installation service to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installations [redacted] ’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Tracy [redacted] who will contacting [redacted] directly and resolving their concerns Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com: Best buy has resolved the issue and since reimbursed me for the item via gift card I want to thank everyone who assisted us in revolving the issueI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

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-weeksThank you, Ash E

Dear Revdex.com - Unfortunately, we are unable to offer our Black Friday or Cyber Monday pricing outside of the dates that offered Some of our deals are available in-store and some online, and we apologize for any misinformation that may have been provided, however, we cannot offer holiday pricing outside of the sale dates that it's offeredRegards, Amy C

I am rejecting this response because: best buy never called me or emailed me to say that the gift card will be mailed out and they resolved this problem and apologized to me, just like their customer service responses to my calls, saying that the matter will be resolved and they never resolved it They are liars I will wait three weeks to see if the gift card is actually mailed out before I fully accept that this complaint is resolved

Dear Revdex.com, Thank you for your continued partnership with this matter Again, we are very sorry to hear about the experience the customer is having The phone is a universal phone as stated on the receipt Once the customer used it with T-mobile it is locked to that carrier The customer will need to work with T-mobile to unlock it if the customer wants to use it on another carrier Best Buy is not able to assist in paying for the unlocking charges since the phone was not purchased on a carrier, it was sold as a universal phone We sincerely apologize we are not able to further assist in the matterBest Regards, Amanda

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Dear Revdex.com After reevaluating Ms [redacted] 's computer we found that her files were not able to be backed upThough she may have found a solution online Best Buy is not authorized to utilize third party According to the General manager of the store, Ms [redacted] was refunded $212.18, and accepted this as a resolution Thank you for making best Buy aware of this issue Best regards, Cassie E Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The response still doesn't instill confidence in me, as the discount should be 20%, at least that's where the discount started for me The full refund is a nice gesture that is welcome It's disappointing that the one who chose to respond to my forum posts did not apologize and really didn't treat me fairly by investigating the matter thoroughly They should be reprimanded

Revdex.com, Thank you for bringing this to our attentionPlease know that the photos our technician received do show that the television appears to have impact damagePlease know that if the customer felt there was damaged caused by installation, he would have had days to notify usAs we are outside that window, and respectfully cannot speak to what happened to the television during this time as it was not in our possession, we would not be able to refund the customer for their damaged televisionThank you again for allowing us the opportunity to address to address out customer's concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 14, 2015/10/02) */ Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters Unfortunately, Best Buy cannot accept online orders from Mr***, though he is welcome to shop in our stores In lieu of the $promotional discount, I am sending a $Best Buy gift card to Mr [redacted] as a customer service gestureThis gift card will arrive to the address cited on this complaint within approximately 2-weeks Mr***, I apologize for your disappointment, as we value your business Thank you for making Best Buy aware of this concern Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

May 25, To Whom It May Concern: Best Buy feels that we have fully addressed - concerns that were forwarded to your office as it is clearly stated in the Best Buy Price Match Guarantee on BestBuy.com: Our Price Match Guarantee does not cover: “Any financing offers, bundle offers, items included in bundle offers, free items ” Therefore, we would be unable to accommodate the request for a price match on the product in question Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

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 replyWarmest Regards, Best Buy

Dear Revdex.com,Thank you for bringing this concern to our attentionTo ensure we remain competitive with both retail stores and online business, Best Buy has chosen to match prices with many retail and online competitors, if they are offering a lower price that is available at the time the customer makes their purchaseHowever, this price match does not pertain to bundle offers and online prices of retailers not listed in our Special Consideration section of our Price Match Guarantee on our website: https://www.bestbuy.com/site/help-topics/best-buy-price-match-guarantee/pcmcat29...⇄ this was not eligible for a price match under our policies, we will not be offering the requested refundWe apologize if this has created any confusion and we thoroughly appreciate your feedback regarding our Price Match GuaranteeSincerely,Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressedWe have attempted to contact the client however the phone number provided is invalid and the customer has not responded to our email communicationWith the information provided from the customer, we cannot locate any purchase history with Best Buy and therefore no work can be done to acquiesce the customer's requestIn regards to the lesser amount of refund, the deduction on the refund is due to the missing componentFor more information on our Return Policy, please visit www.BestBuy.com.We would advise that the customer respond to our email communication, or provide other contact information, so that we can investigate this claim.Thanks,

Dear Revdex.com, I have touched base with the our client via phone who informed me that she received the replacement washer but is currently waiting for the delivery of the OTR MicrowaveThis should be delivered this Saturday.I explained to the customer that I will follow up with the warehouse/dispatch teams to provide visibility regarding the customer's complaint so that their management teams can review and address.I will be personally follow up with [redacted] on 05/to ensure she received the microwave and provide a gesture from Best Buy for the inconvenience.Kind regards, Ash E

Dear Revdex.com,Best Buy has verified that the order has been cancelled and the customer was refunded appropriatelyWe would like to apologize for the frustration and inconvenience that this situation may have causedKind regards, Ash