Best Buy Stores, LP - US Headquarters

Dear Revdex.com - The customer will need to contact the toll free number listed in our original response to gather additional information. Our policy is also clearly communicated on our website at the URL provided in our original correspondence.Thank you,Amy

Dear Revdex.com, Best Buy feels that we addressed this effectively in our previous response.After researching this issue, we found that the terms and conditions for this sale were not updated or changed in any wayAdditionally, in the event that an error on our website that requires an update, we at best Buy reserve the right to make such changesThis information is posted in the conditions of use, and state as follows: Information on Our Site:We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order. We do apologize for the inconvenience causedHowever, the laptop purchased is not one of the eligible computers required to fully complete this offer. Please feel free to let me know if I can answer any further questions for you. Shane M.Executive ResolutionBest Buy Corp. Sincerely,

Dear Revdex.com,Thank you for providing us with this new information.As stated in our previous responses, Best Buy is only able to provide a refund or exchange on a product within days of the initial purchaseThis information is provided within the return and exchange period, which is printed on the customer's receipt as well as being posted online Additionally, we have been unable to substantiate that the customer's computer came with an illegitimate copy of Windows According to the customer's response, the storage provided on the computer (GB) was in fact correct, but some of the space had been usedThis is typical of any computer hard drive, and it is not considered to be a defect in the computer. I do apologize for confusionI do apologize for any confusion regarding the warranty that came with the computerThe customer is correct in stating that this Geek Squad Certified refurbished computer comes with an month warrantyThe information provided to the customer indicates that this warranty is held through PlanitroiThis warranty does not cover software concerns, but only defects in workmanship, which are hardware issues. If the customers has concerns regarding her Windows we would advise her to work with Geek Squad to diagnose her issue. Thiswould be at cost to the customerFor any issues with her hardware, we would advise the customer to follow the directions as printed on the warranty information sheet provided with her computer (provided in her most recent response).If you have any additional information, please let us know.Thank you, and best regards!Cassie E

Dear Revdex.com - The $*** gift card was requested and has been processed. The gift cards are processed and mailed by two separate departments and they can take up to weeks to reach consumers once they are requested. I have reached out to Mr*** to see if he has received his gift card yet. If he has not received it within the next week we would be happy to cancel and reissue the cardRegards,Amy

I am rejecting this response because:
I returned a non functional and falsely advertised product back to the store to get my $back. Once the problem has been solved, pls provide replacement free of charge

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by Mr*** regarding the price match of items purchased with usPlease know that we have reviewed and have applied an $credit back to his purchasesThis has been credited back to the
card ending in *** Thank you,

Dear *** - Thank you for the additional information. We have reached out to the store and gathered more information. According to the store managers, your new SD card was corrupted in formatting, and because the pictures were not backed up, there is no way to retrieve them. Unfortunately, Flash Drives and SD cards do not function in the same way that a computer hard drive does, therefore, when files are lost there is no way to retrieve them. Based on the information that we have received, it was not the fault of our associate, but rather a common problem with SD cards and formatting. There is no way for anyone to "compensate" you for the loss of pictures, as there is no way to put a price on anyone's personal memories. Because we are sorry that this unfortunate incident occurred at all, we would like to offer you $*** as a customer service gesture. We will request a check be mailed to the address listed here on your complaint. The check can take up to three weeks to be received by you and please note that it will be mailed in a plain white envelope. Again, we are terribly sorry for the loss of your pictures. Thank you for giving us the opportunity to resolve this issue for you.Regards,Amy

I am rejecting this response because:It was processed but not receivedI know it takes time to process things, but their second resolution will make it a month to get the refund and be resolvedHopefully it does

Dear Mr*** - We're sorry for your frustration with the length of time it has taken to restore the value to your gift cards. We have reviewed your previous requests and can see that our administrative team is working on restoring the value to the two cards and you have been notified of the
amount time it will take to complete this work. We thank you for your continued patience.Regards, Amy

Dear Revdex.com: Thank you for sending this on for reviewI am so disheartened to hear that this customer's credit card was stolen or hackedI can relate to the stress and uncertaintyIf possible, we will cancel orders reported reported as fraud or try to intercept them; however, sometimes, it
is too late and the order is en route for deliveryIn these cases, a customer's only options are reactive measuresCustomers should: (1) Perform a password reset on their BestBuy.com account in case it has been compromised(2) Contact their financial institution to report that their card has been used without their permission and dispute the chargesBest Buy does not issue refunds for fraud, as financial institutions carry protection for these reasons(3) The customer may contact local Law Enforcement to report the incident and advise that local Law Enforcement can contact Best Buy for additional informationThis was dispatched to our Fraud team as an alert that an order was placed fraudulently and passed through our fraud checks.Thank you for reporting this and please work with your bank to resolve accordingly

June 10, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as parts have since been delivered and installed. Nevertheless, please forward any additional concerns to our office and we will
respond accordingly. Sincerely, Terrance Westerman Senior Executive Resolution Specialist Best Buy Corporate Campus *** ** *** ***

Mr*** - The item that you purchased, which is a cellular phone, has a $restocking fee when returned. This information is provided to you at checkout on BestBuy.com. Based on this information, you have received a full refund, less the $restocking fee. This information was provided to you by Lawrence when you called in on December 22, - case# *** Best Buy considers this matter closed and will not be responding regarding this issue again.Regards, Amy C

I am rejecting this response because: re: Complaint #*** I am not satisfied w/ Ms *** response. Rather, Ms *** reply, substantiates my initial contention that Best Buy’s (BB) “refund policy “as applied to me w/ a warning and restricted refunds is 1) not clearly defined or 2) readily available to customers, pre-purchase or post-purchase. The caveat about “excessive” returns is also apparently not part of employee training; when a customer specifically asks an employee what the refund policy is and specifically if the item to be purchased item is returnable the customer is consistently told days. After submitting my initial complaint to Revdex.com, I asked the Brown Deer BB store for a printed copy of their return policy. Initially I was given a receipt from the cash register which states does not state the phrase “Best Buy reserves the right to deny any return.” as Ms ***claims, but does include the reference to BB’s web site. When I asked for a printed copy of the refund information on the web site., I was told the store didn’t have such. What are people who do not have computers or Internet suppose to do? (and yes, those people do exist) When I explained to the manager my concern re the “warning” and restricted refund policy, he told me that that was not a “refund” policy, but a State allowed “denial of service” practice. If that is the case, how can *** state that it is BB’s refund policy. Again, clearly BB has no intention of full disclosure to customers. On 8//2016, 10:AM, I had contacted TRE for more information as directed by the printed out copy of my “warningRichard, reading from what seemed to be a printed script from which I tried to take notes: “ Best Buy, tries to limit customer returns and exchanges, follows their own guidelines to accept or reject exchanges (to be safe delay all returns until [sic] on or after July 31, .” I asked him to send me a copy of what he was reading, which he said it would. He did not, the only document he sent was the return info. From what I have seen on the Internet, BB’s return restrictions after what they deem as excessive returns, last for a or day period. Richard told me year, days! Yet, nowhere have I received anything indicating the length of my return privilegesAgain, no clear policy or information for the customer/consumer. My rereading of on-line BB Return Policy and the store posted Return & Exchange Policy: Under the BOLD Heading of “Choose Your Return Method, [sic] All purchases made from Best Buy - online or in store - can be returned to any Best Buy Store in the U.S.” followed by a flow chart, There is no asterisk or other indicator affixed to the word “All” indicating any limiting factor. It is only under the sub-sub heading of Other important information, “Why We Need Your ID,’” in the last sentence, “If we caution you or deny your return, you may request a copy of your Return Activity report by calling 1-800- 652-2331.” I fail to see how BB can view this as readily and an easily understandable information justifying the seemingly random or undefined issue of a “warning.” There is no direct information as to what triggers a caution or denialWhat algorithm does BB use? It is not prominent in their Return Policy headings or sub-heading. And my experience calling that number, provided not concrete info to allow a customer to avoid triggering such a warning. The opening line for “Why We Need Your ID” deals with “improper returns” with reference to returns without proof of purchase. All of my returns had proper and timely receipts as proof of purchase.Ms *** responses do not appear to gibe with either the posted info in the store, or BB’s website for return info and did not address my concern BB’s actions having an adverse affect on my credit rating. I do not understand her statement re my situation falling within a “gray zone”

I am rejecting this response because:
This is NOT a geek squad issueThis is an issue of Best Buy selling a DEFECTIVE unitA blatant manufacturer flaw.This is totally unnaceptable behavior on their part.Never, in my life have I encountered a Television that functions on its ownBest Buy likely knows about this issueand chooses not to stand behind what it sells.BuyersBEWAREI will make certain to let as many people I can find to think twiice and three times before they go to Worst Buy, as this is the worst purchase and scamI have ever been a victim of.I for one will never shop there again and will do my best that everyone I know and can reach will be cautious to deal with this deceptive dishonest sham of a company

I am rejecting this response because:I’ve attempted to show documentation via pictures of the damage immediately upon noticing it and well within my return/exchange window and I still have not been told why my exchange request is not being honored, other than “it’s not in like new condition”It is in the exact condition I purchased it inAssuming no resolution through the Revdex.com complaint, I will be taking legal action

Sent the following email to the customer:Dear *** ***,Thank you for contacting the Revdex.com about your product return concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for reviewI am sorry to hear of the difficulties you
experienced with your RCA HD indoor antenna and request to return. Best Buy’s Return and Exchange policy for the indoor antenna would be 15-days from the date of purchase, and we would not be able to accommodate your request for a refund. However I do appreciate your product concerns, and have requested a $*** gift card 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###-###-####

I am rejecting this response because:The bmw center clearly states that the problem im having is do to the work that was done

Initial Business Response /* (1000, 5, 2016/02/25) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
Unfortunately, the service technician was delayed at another appointment and the work has been completed
today
We will now close our case as the customer's desired resolution has been fulfilled
Best Regards,
Initial Consumer Rebuttal /* (2000, 7, 2016/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their customer service response time was poor, a technician was sent over an hour and a half after the scheduled appointment and the washer was restored to working condition

Sent the customer the following email:Dear *** ***, Thank you for contacting the Revdex.com about your order concerns. I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for review I am sorry to hear of your concerns with
the condition of the open box laptop you received. Due to your concerns, I have requested a $refund on your order # BBY01-*** to help resolve your concern. Your credit card bank should receive the refund with four business days Thank 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 concerns Sincerely, Dean ***Executive Resolution Specialist###-###-####

Dear Mr*** - I see that you originally had a Pixel with two gift cards. I am uncertain as to why you exchanged/returned that item, however, we are unable to substantiate an offer such as the one reference. My recommendation is that you go back to the store where the original offer was made and see if they are able to assist you.Regards, Amy C