Best Buy Stores, LP - US Headquarters

I am rejecting this response because: Best Buy has offered me compensation for my experience I will close my complaint and accept the business' response upon receipt Additionally, while it is true that the set has been installed, it was not installed by Best Buy as advertised

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 called the Customer and left a voicemailI have also emailed the Customer and am waiting for a responseWarmest Regards,Best Buy

Dear Revdex.com, Thank you sending the screen shots of the information we have on our sites for the Geek Squad Protection PlansPlease know of the items listed that are covered under the Standard Protection Plan, physical damage is not listed under the coverageThe exclusions to our plans are found within our Terms and ConditionsSee below; Regarding the customers claims of what was said by the representatives, please see under “General” within our Terms and Conditions; “These Terms and Conditions and your purchase receipt (which contains the effective date of your Plan and your product purchase identification) constitute the entire agreement between you and us with respect to the services and benefits provided to you under your Plan and will prevail over any conflicting, additional, or other terms of any marketing collateral or other document or expressionEmployees and agents of Best Buy have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of this Plan – either orally or in writing.” Please see under “What’s Not Covered” under our Terms and Conditions; “Damage caused by accident (unless you have purchased ADH Coverage and it is a covered event as stated in Section 5.2)”As previously stated the customer purchased the Standard Plan with does not have Accidental Damage Handling (ADH) Best Buy has provided our final stance and that stance remains the same Thank you, Best Buy

Dear Revdex.com., Thank you for bringing this matter to our attentionBest Buy offers a day return and exchange period on all of our productsIn the event that a product is damaged or not to the customers liking, they have the option to return it to the store for a full refundWe are sincerely sorry that the unit received by the customer was damaged, rest assured we have shared this information with leadership locally in an effort to prevent similar situations from arising in the futureThank you, and please let us know if you have any questionsKindest regards,Cassie EExec Res Sr

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the [redacted] fridge water and ice dispenser repair request to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the fridge requires repair service so soon after the purchaseIf customers require a repair outside the 15-day return policy, they have the option of contacting the manufacturer directly or our Geek Squad for diagnostic and repair under the manufacturers’ warrantyTo schedule repair service, Mr [redacted] can contact [redacted] at ###-###-#### or by scheduling service online at the following hyperlink from their website: http://www.geappliances.com/ge/service-and-support/phone-numbers.htm Geek Squad can be contacted at ###-###-#### Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

I am rejecting this response because Best Buy still has not issued a refundThey have been told several times that I haven't been refundedThey continue to say they have refunded the money and when I told them each occasion that no refund has been revived, they claim it is up to the store level to issue a refundThe only way I can be refunded is if Bestbuy does a refundAt this point I have called Gail several times to no availBestbuy has not refunded my money as of today May 22nd,

Hello Revdex.com, We are following up on our previous response to [redacted] ’s Revdex.com case Best Buy feels that we have fully addressed Mr [redacted] ’s concerns in the previous correspondence forwarded to your office on 09/06/and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

April 2, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office Mr [redacted] was informed by our store leadership and corporate representatives that we would not be able to fulfill his request for a return/exchange on the television in question due to physical damage and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution SpecialistBest Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst or all, we are very sorry to hear of the setbacks endured by our customer when dealing this situation Upon reviewing, we noticed that Mr [redacted] 's order is indeed cancelled but due to system issues he had not received a refundPlease know that we have identified and fixed the issue and have processed the refund back to the gift card used in the orderOur system indicates that the balance in the gift card is now $ Best Buy considers this matter resolved nevertheless, please forward any other matter to our office and we will address accordingly Thank you

Initial Business Response / [redacted] (1000, 9, 2015/07/28) */ Dear Revdex.com, I have credited [redacted] order $because of the coupon not being applied Thank you, Dan S [redacted] Best Buy Executive Resolution Team Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not until I see that credit on my credit card

Dear [redacted] - We have reviewed your concerns and are sorry you are dissatisfied with the service you've received instore by the Geek Squad As a one time exception, we have refunded $to the credit card used to make the purchase We appreciate you bringing this matter to our attention.Regards, Amy C

Dear Revdex.com,Based on our customer's previous interaction with our Billing and Renewal teams, he indicated that he attempted to renew his contract on 4/26.After reviewing the plan, it had expired on 4/The contract can only be renewed before the date of expirationSince our customer did not renew before the warranty expired, a renewal can no longer offered.Our customer was only charged $for the Anti-Virus software.Best Buy is unable to accommodate the request for a warranty renewal.Respectfully,Ash E

Dear Revdex.com, Best Buy is sorry to hear that the customer felt misled by our terms and conditions of the Mobile Geek Squad warrantyBest Buy mirrors the process used by other carriers when it comes to mobile repairs and deductibles Below you will find a portion of your receipt indicating that fees may apply ---------- SUBTOTAL SALES TAX AMOUNT ========== TOTAL Associate # [redacted] xxxxxxxxxxxx GIFT CARD APPROVAL 131672xxxxxxxxxxxx AMEX [redacted] S ***APPROVAL AT&T ACTIVN BNDL Savings: TOTAL SAVINGS: [redacted] Terms & Conditions will be e-mailed to you and can be found at www.geeksquad.com/termsconditions [redacted] xxxxxxxxxxxx ORIGINAL BALANCE: TRANSACTION AMOUNT: 50.00- REMAINING BALANCE: You have one last step to become aMy Best Buy program memberPleaseregister your [email protected]/register [redacted] ,THANKS FOR SHOPPING AT BEST BUY TODAY!YOUR MY BEST BUY BALANCE AS OF 09/26/2014POSTED POINTS: 0GO TO BestBuy.com FOR MORE INFO HARDWAREYou purchased the following:AT&T IPHONE 16GB GOLDMDN/Mobile Phone Number:: [redacted] IMEI:: [redacted] SERVICE AND SERVICEOPTIONSAT&T UPG NEXT IPHONE(9) DROPS SPILLS ADH MONTHLY BFor each claim, your Geek Squad Protection(GSP) Service Fee will be $ Youhave purchased a month to month plan, whichwill automatically renew until canceled.Your credit card will be charged on amonthly basis for the plan identified onthis receiptCall 1-800-Geek-Squad( [redacted] ) to cancel this planSee Terms &Conditions for complete details.I AUTHORIZE my card to be charged a firstpayment plus applicable tax today & eachmonth until the Geek Squad Protectioncoverage is canceled Service Fees, andclaim limits applyKind regards,Ash [redacted]

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 spoke to the CX and explained thoroughly how the Geek Squad Protection Plans workI confirmed what TV that he was to receiveAs well as to when he should be expecting a phone call for confirmation on the Return/Exchange, Delivery/Pickup of the Old and New TVA One Time CSAT was also offered to and accepted by the CX.The Customers concerns have been resolved.If there are any questions, problems or concerns, please feel free to contact us.Warmest Regards, Best Buy

Dear [redacted] - We have reviewed the order that you placed and while standard shipping is free, faster forms of shipping do have a charge associated In the interest of good customer relations, we have refunded the $in shipping charges that you incurred This was a one time exception as our free shipping offer is only good towards standard shipping unless otherwise noted We thank you for taking the time to notify us of your concerns Regards, Amy

Revdex.com, Thank you for bringing this to our attentionPlease know that I personally connected with the customer, and am issuing her a $ [redacted] Best Buy gift card to help resolve this for her as our customerThe customer accepted and was happy, Thank you for allowing us the opportunity to make this right Regards, Sarah L

Revdex.com: I spoke with Best Buy Corporate and after discussing the issue we came to a common resolution I 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, Best Buy feels that we addressed this issue in our previous responseThe customer was sent an additional product as a courtesy, and the price was marked down to Our stores are not able to process returns on products that have been provided in this wayAdditionally, it is outside the return and exchange period and so we are not able to process a return in storeI have asked that the return label be resent to the customer via email so that it can be mailed to the correct return centerAny refund issued will be dependent on the condition of the product, and so it is important that product is sent back in adequate packagingUnfortunately, Best Buy is not able to provide this packaging We at Best Buy feel that we have done everything possible to provide a positive customer service experienceBest Buy was not responsible for the product having gone missing after successful delivery to the customer's address We provided an exception reship as a gesture of goodwillThe return and exchange policy listed on Best Buy.com does not apply to out of policy exceptions, such as the ones provided to the customer in this instance, and so we have made a special accommodation to provide a shipping label for the customer's convenience, so that a return may be processed.Best, Cassie E Exec Res Sr

Hello,We have attempted to reach the customer by phone on 12/12/2017, and 12/15/2017, as well as by email on 12/14/and have not received a responseBest Buy does not offer an extended warranty the particular product the customer purchasedWe are closing this matter as resolved.Thank you, [redacted] W

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.My concern has been addressed promptly, efficiently and carefullyI'm very impressedA huge thumb up for Best Buy support team