Best Buy Stores, LP - US Headquarters

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 Cassie was very courteous and professional She had a solution oriented approach, being truthful in what should could and couldn't do which was very much appreciated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Please forward Best Buy the gift card numbers:*** Thank you!

Dear Revdex.com, Thank you for forwarding Ms***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. Our holiday return period ended on January 15th, and any return made to the store after this period was over would be an exception to this
policySince this exception has already been made, we will not be refunding the existing store credit At this time, we consider this matter fully addressed. Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

November 30, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** as he was in contact with our offices previously about this matterOur store teams were engaged on the matter and worked
directly with Sprint who informed them that the customer’s change of plans made him ineligible for the loyalty credit promoOur store staff offered to work further with Sprint on behalf of the customer to change the plan but Mr*** declined. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:
They never called meI have call history and have not received a call

Revdex.com, Thank you for bringing this to our attentionPlease know that we have record of only one call to Best Buy from this customer, and that is the call aligned with the case/ reference number given by the customer The notes simply states that the customer called in to cancel her plans
because she realized she had plans with Sprint as wellThe customer did not prepay as this is a monthly planNo prorated refund is given on month-by-month plans By the customer's own admission, she made an error; best Buy would have no way of knowing the customer purchased coverage with Sprint. She called to cancel on 5/21/2016, and we did soThe customer is no longer being charged, and respectfully, will not be refunded for her coverage up until that point Thank you for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com: Thank you for forwarding this on for Best Buy to reviewAs the purchase was made in December, we are long outside the 15-day return periodBest Buy prints the Return Policy details on the receipt and publishes it online at
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ manufacturer warranty covers products for one year, and Best Buy offers additional coverage plans, which this customer declinedThe customer must continue to work with the manufacturer for resolution

I am rejecting this response because:
I want the Colonial Heights store in Virginia to call me personally and tell me that they have one on hold for me to come pick upI'm not satisfied with the outcome of this and I feel something else could be doneBecause I don't have it for Christmas

October 13, To Whom It May Concern: Best Buy apologizes for the experience described by *** *** with her appliance purchase. Furthermore, we apologize for the delay in the completion of the order due to product availability and I have requested a $*** Best
Buy gift card for Ms*** in recognition of the inconvenience. The gift card will be processed and mailed in the next to business days Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customerBest Buy would like the opportunity to see the coupons the customer was trying to use for the purchase, including the terms and
conditions of the couponsPlease provide them for us to review Regards, Kathryn S

Dear Revdex.com, Thank you for providing the pictures requestedWe will be reaching out to the customer directly to resolve. Best regards,Kelsey F.Best Buy Co., Inc

Revdex.com, Thank you for bringing this to our attentionPlease know we are deeply sorry for the confusion, and for any frustration as we always strive for excellenceI checked the tracking number the customer provided, and it does look like the unit was delivered back to our receiving dockAs such, I
have provided a full refund of $back to the customer's PayPal accountThe customer should see the refund in 1-business daysPayPal can take up to days to refund for certain accounts, but that is rare, and would depend on the customer's account settingsThank you again for allowing us the opportunity to address the customer's concernsWe are happy to have helped secure a resolution Regards, Sarah L

I am rejecting this response because: you promised an iPhone would be delivered on release dayI still don't have my phone, nor a 100$ gift card

Initial Business Response /* (1000, 7, 2015/08/06) */
Dear Revdex.com,
After speak with the customer, Best Buy has confirmed that the installation had to be redone
The claimed that his home had to be evaluated by Conair due to a gas leakHe also mentioned that our delivery/install team, XPO, came
out and finished the installs
Our customer requested that Best Buy reimburse for food expenses for the prolong inactivity of his range due to the gas leak
Best Buy is offering a $*** check for customer satisfactionThis will be mailed out to the address on file with in weeks
Kind regards,
Best Buy
Initial Consumer Rebuttal /* (3000, 9, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** dollars is an insignificant amount for the stress and financial strains that this all around incompetence has caused and continues to causeOur gas still hasn't been turns on because Con Ed (gas company) is still waiting for XPO to contact them to verify reinstallationI believe at minimum $would lessen the blow this has cause our familyWe are all a bit exhausted and irate about this whole situation***

Dear Revdex.com, Thank you for bringing Mrand Mrs***'s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mr*** directly and acquired the shipping manifest to validate an error occurred.
We have found a solution acceptable. Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Thank you for bringing this to our attention and we apologize for the confusionI have refunded MrDelauter $since he did not have the services performedWe are truly sorry for any inconvenience this matter may have causedPlease note that your refund may take 3-business
days to processAfter the refund is complete on our end, the funds will be applied to the account in accordance with how their financial institution normally processes credits Sincerely, Dan S.Best Buy

Revdex.com:
I have reviewed the response made by Best BuyI do not agree with the tactics they use to entice customers to buy the extended warranty, but obviously there is nothing I can do about itOn the plus side, Best Buy has made me a smarter shopper and hopefully this issue will be viewed by other to be customersCustomers will need to make sure they understand the way the extended warranties(appears there are a few flavors of it) work, or in this case, didn't workDO NOT take the sales person or the cashiers, or even the managers's word on what the warranty does or isBest Buy employees have been told to push the warranty as it is a cash cowIn my case it appears the extended warranty is actually through ***So we might as well not buy the extended warranty and use the manufacturer's warranty and save a few bucks. I like to thank Revdex.com for their help in putting me in touch with Best Buy

Initial Business Response /* (1000, 10, 2015/11/04) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the computer purchase to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did
not meet their expectationsWe reached out to our Henderson store (#***) regarding the refund or reshipment requestThe Henderson store's General Manager Kyle *** informed us they will be contacting *** directly in reshipping a new computer
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Final Business Response /* (4000, 20, 2015/12/07) */
Hello Revdex.com,
We are following up on our previous response to ***'s Revdex.com case
After receiving ***'s Revdex.com follow up, we reached out to our Henderson store (***) again in an effort to resolve their computer purchase concernsThe Henderson store's General Manager (GM) Grady *** contact *** directly to actively work with them on their situationGM *** sent *** two different all in ones that fit what he is looking for in order to make a decision on which one that would best fit what he intends to use the computer forGM *** had off from work on Friday and Saturday, but informed *** he was in the store this past Sunday (yesterday) and would offer 3-resolution options:
Returning/refunding their money for the computer purchase
Discounting the all in one of his choice
Or exploring other options such as laptop computers that would work for him
Our Henderson store has offered *** options for resolution they requestedBest Buy feels that this has been addressed appropriately and will not take further action on this issue
Respectfully,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Thank you for sending this over for reviewI have called the customer and left voicemail's on both his day time phone # and evening time # with my contactThe customer did not provide store or receipt information and with the information provided I was not able to find the customer in our systems
I will need this information in order to further assistThe customer has my contact information and can reach me at his earliest convenience.Thank you,Karla ***

Hello,We have spoken with the customer, and advised that there is a system error regarding her online orders that have been escalated to the technical support team suppot for resolutionWe have arranged for the product to be shipped to the customer free of charge by January 5th, Best Buy
considers this matter resolved.Thank you,Anthony W