Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/10/30) */
Dear Revdex.com,
Thank you for bringing this to our attentionThe customer has emailed us directlyWe have contacted the store who has taken care of the issue locally
Best Buy considers this matter closed
Thank You,

Dear Revdex.com, Thank you for making Best Buy aware of this issueAfter reviewing the customer's order, we were able to provide a refund in full the the customer's original form of paymentWe are sincerely sorry for the long delay. Please let us know if you have any questions. Kindest
regards,Cassie E Exec Res Sr

Dear Mr***, Thank you for forwarding your concerns through the Revdex.com to usI would like to apologize for any inconvenience this may have caused. I have left you a voice message at the phone number provided on 4/14/at 3:pm CST, and I have sent you an email as
well at about 3:pm CSTI do see that you were able to return the product back to us on 04/04/Please feel free to contact me directly with further questions or concerns Sincerely, Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear Revdex.com,
Thank you for bringing this to our attentionOn 10/27/our D'Iberville, MS store management team processed a complete refund on the customer's Mac 27" Retina Display computer as requested
Thank you,
Dean
***
Executive Resolution Specialist
(***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer I was not able to find the purchase information for the DVD burnerWill you please provide the Customer Service Pin
from an in store purchase or a BestBuy.com order number (starts with BBY01)? Additionally what was the reason given in store to not provide the requested price match? Regards, Kathryn S

I am rejecting this response because:
I am rejecting this response because: The TV I purchased was damaged by the mishandling of a Best Buy Employee or in receiving to Best BuyI have attached pictures that I have taken documenting the damage on TV that I purchased from Best BuyThe outside of both the back and front show no visible damage to the boxOn closer inspection you can see the damaged lower section the box and the damage to the styrofoamThis is where the damage is at on the TVThis TV was pinched between two objects and turned creating the kink and damaged box at some point from shipment to the time I picked it up in their store. I can not afford to pay for a mistake that was made by a Best Buy employee or delivery company to Best BuyThis type of damage would be impossible to find until the customer opened the box at homeAt which according to Best Buy is already to late. That's unacceptableBest Buy know's their employee do make mistakes and don't always tell the truthI'm not trying to get a free TV, my money back, an apology, all I want is the TV exchanged for the same one. *** ***###-###-####

Dear Revdex.com - We have reviewed this customer's purchase and GSP information and will be working with her to get the computer repaired. We have contacted the customer directly and she is planning to bring the computer in to Best Buy to be sent off for repairRegards, Amy

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.According to our records, you called in to Customer Care on 05/23/At the time, you took part in a conference call with Best Buy and Visa in which it was explained that because Best Buy
does not have record of a charge to your Visa card, you need only provide Visa with a copy of your receipt showing that the charge of and they will remove the disputed chargeIf you need assistance obtaining a copy of this receipt, please call best Buy, and a receipt can be emailed to you within hoursUnfortunately, because no charge to your Visa card is present in our system, the charge must be disputed directly with your bank. Thank you for your patience, and thank you for making Best Buy aware of this concern We value your business. Sincerely,Cassie EExec Res Sr

Initial Business Response /* (1000, 5, 2015/12/29) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the Geek Squad Protection (GSP-R) Replacement plan purchased with the Xbox headset to our attention
Best Buy deeply apologizes for any frustration
this situation may have caused and disappointed we did not meet their expectations*** purchased the GSP-R plan as noted on the front of the receipt received at the time of the purchase; Accidental, Damage, & Handling (ADH) is not offered with this plan and the purchase receipt confirms ADH coverage was not purchased or part of the GSP-R plan purchased with the Xbox headsetThe purchase receipt *** received states the following:
2YR 50-N
2YR 50-ENT GSP-R
GSP# ***
SKU # ***
EXP DATE 06/30/
The GSP-R coverage under the Terms & Conditions (T&C) notes in the following hyperlink below:
IWhen purchased, a GSP-R Plan provides for the replacement of your Covered Product when it is determined by us to be defective as a result of useIf we make such a determination, we will replace your Covered Product in accordance with the replacement terms in Section If the Covered Product is a CD, DVD, Blu-Ray disc, video game software title, we will replace it with the same product you purchased as described on your receiptIf the same product is no longer available, you will be reimbursed by us in an amount equal to the current purchase price of a product similar to the Covered Product
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ /> When customers sign the point of purchase box to verify signature, the customers agree to the T&C of the Geek Squad Protection (GSP-R) Replacement and plan terms would be sent to them via email address they provided or handed a physical copy - and available on our website too
We only offer this for clarificationThe Best Buy store based on above T&C determined the headset that snapped was not part of use and would be denied coverage under the GSP-R plan
As a customer service gesture, we will be sending a $*** Best Buy gift card from our corporate office (covering the purchase cost)The gift card should be received in approximately to business days
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with the HP laptop purchased from Best Buy Co., IncMy name is Tyrus *** with the Executive Resolution Team
at Best Buy Corporate Headquarters
I am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyI have a few questions regarding this issueWas there any extra protection purchased through Best Buy? Have you tried to contact the manufacture? What exactly is going on with the device? Can you reply to my correspondence?
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Final Business Response /* (4000, 10, 2015/10/19) */
Provided customer with credit towards new computerPlaced order for him and express shipped at no costOrder number BBY01-***Case closed

I am rejecting this response because:
I don't need you to price match now. I already purchased from someone else. It was just ridiculous for you to tell me you would price match, then tell me you won't. It was the same exact item and the original sales rep said her tools were down, so she had to transfer me to complete the purchase, but the match was already approved. That is when I got hassled about it and they said they couldn't do it. People just want to make a purchase. They don't want to go around in circles with sales associates. At least I don't. It's even more ridiculous because you put the product on sale for about $less of what I was going to pay, and that was only a few days later, and right now it's on sale for the same price I was trying to match to begin with. So yeah, good way to lose customers

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We have contacted the customer directly to resolve outside of the Revdex.com Sincerely,Kelsey F.Best Buy Co., Inc

Revdex.com, Thank you for bringing this to our attention. Please know we were able to honor the sale price, and credit the difference back to the customer. Regards, Nick S

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the inconveniences our customer has experienced in their efforts to return
their itemLike many retailers, we use a third party to help track return and exchange historyIf this third party company, The Retail Equation, cautions or denies a return, our customer can request a copy of their Return Activity Report by calling ###-###-####If our customer wishes to dispute the information on this report, they will need to work directly with TRE for further assistance as Best Buy is unable to offer assistance in this matterWe sincerely apologize for any inconvenience this may cause. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this
response because:
I recevied the $ gift card and that has been resolvedAs far as the TV I have been to the store twice and each time I am told someone would be calling me with a dateSo far no one hasI will go back to the store and ask for date on 8-10-I did get an email that the TV was coming on 8-9-I told Best Buy I would not be home, so the TV exchange has not been resolved as of today

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. Thank you Gail, and please thank Kathryn for the prompt resolution to my issue

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the *** computer and repair request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations
In reviewing *** ***’s purchase history, our records indicate the *** computer was purchased on 06/01/from Leominster store (#***) along with the 1-year Geek Squad Protection (GSP) Accidental, Damage & Handling planThe service order for the *** computer and the service performed 05/notes the following: Service Order #: *** “Unit was service under previous SO, but could not send out af the time” “PC - Replaced PC Hard Drive, hard drive services Installed hard drive to fix boot issuesHard drive now preforms normallyBoots to OSPassed all hardware test.” The 1-year GSP plan expired on 06/02/While we would be unable to accommodate *** ***’s request for repair service at no charge, we will be sending a $*** Best Buy gift card as a customer service gesture of goodwill from our corporate officeThe gift card should be received in approximately 7-business days and covers the cost of the GSP plan purchase cost ($30.01) Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:
The refund was posted on my best buy credit card account and this is not the account that the money was taken fromThe payment was made with a debit card and the funds were taken out of my personal bank accountI need my money back into my bank account not a card that has been paid offHow can they be so incompetent to return a refund to the account it came from?.I need my refund asap

July 12, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as I have processed a point adjustment with a value of $*** to her My Best Buy account to resolve the missing points and service in
question. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case After receiving Mr***’s rebuttal, we contacted the Appliance Escalation teamThe Appliance Escalation team has informed us the online order purchase was cancelled and Mr*** was refunded and confirmed this to Agent *** they have been credited back 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