Best Buy Stores, LP - US Headquarters

Final Consumer Response / [redacted] (2000, 6, 2015/12/09) */ Gary [redacted] at the Best Buy in Oklahoma City initiated contact BEFORE corporate received this complaintHe was responding to Best Buy's customer service satisfaction survey submitted after I took the computer in this last timeI was very upset at that point and completed the form based on my experience Mr [redacted] was VERY professional and helpfulHe took time to explain how difficult it can be for both customer and staff in regard to fixing some issues that 'come and go'He thoroughly reviewed every issue and had already spoken with the workers that were previously involved in my issue so that he completely understood everything that had transpired I feel Mr [redacted] did everything he could, and even more, to remedy this situationI am very satisfied with his help and BECAUSE of his attention and efforts, I will continue to shop from Best Buy in the futureNot everything works easy in life, but when the people/business will TRUELY stand by their product and service in the end; that is what is important I would like to reiterate that this complaint was remedied BEFORE knowledge of this complaint and it is DUE to Mr [redacted] 's punctual attention and efforts that I will continue my business with Best BuyMy hope is that Best Buy corporate will understand the business sense of continuing to ensure employees and especially management that are able to work WITH customers and that corporate make sure that management has the resources needed to ensure customer satisfactionIt is not the single sale that will continue business, but the happy returning customer that praises the company and their customer satisfaction when things go wrong

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] - [redacted] ’s concern regarding the damage claim to our attention Best Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claimsOnce information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue The claim #` [redacted] was tendered to the 3rd party who completed the washer installation for resolution and a release has been sent to [redacted] - [redacted] to execute so the claim can be resolved For any questions or current status, Ms [redacted] - [redacted] can reach Sedgwick directly at ###-###-#### Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for brining this to our attention 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-freeThe customer can still return the product for a refund.Best Buy feels they have fully addressed this concernThank youGail D

I am rejecting this response because: It was never available in no state I checked and called costumer service an they said it was available so they're going to see why they keep posting it They apologized for misleading information and was gone speak with Internet Dept that was in charge of keeping accurate information updated on their websiteIt's also ironic that once it goes off sale the very next days here available at full price wow that's bogus don't you think..!!

Dear [redacted] - We're sorry to hear that the case for your Steelbook edition of Monster Hunter was dented upon pick up in store Unfortunately, we had a number of customers who received dented Steelbook cases for this title We are sold out of this item and are unable to offer a replacement case We are applying a $certificate to your My Best Buy account as a customer service gesture for this matterThank you for notifying Best Buy of this issue.Regards,Amy C

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for the inconvenience this may have caused the customer Our records indicate the order was cancelled on 12/29, and any authorization hold on the order would have been released by nowWe show a refund was processed when the order was cancelledIf the customer is seeing a delay in this, we encourage her to contact PayPal for further assessmentAt this time, Best Buy feels this matter is fully addressedSincerely,Kelsey FExecutive Resolution Specialist Best Buy Co., Inc

Dear Revdex.com (Revdex.com): When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy - and available on our website too Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C The receipt received by Mr [redacted] at the time of the purchase of the iPhone on 02/27/states the following printed on the front: SERVICE AND SERVICE OPTIONS AT&T UPG NEXT IPHONE (5) GSP COMPLETE ADH MONTHLY B For each claim, your GSP Service Fee will be $and your Loss and Theft insurance deductible will be $ You have purchased month to month plans, which automatically renew until canceledYour credit card will be charged on a monthly basis for the plans identified on this receiptCall 1-800-Geek-Squad ( [redacted] ) to cancel either the GSP or Loss and Theft planSee Terms and Conditions for complete details I AUTHORIZE my card to be charged a first payment plus applicable tax today & each month until Geek Squad Protection and Loss & Theft coverage is canceledService Fees, deductibles, and claim limits apply We only offer this for clarificationAs per the above information printed on the receipt and received at the time of the purchase outlining the terms and conditions of the GSP plan concerning the $service claim fee, we would be unable to accommodate Mr [redacted] ’s screen replacement at no charge or accommodate the previous monthly fees paid for the GSP plan coverage Mr [redacted] has the option of canceling the monthly GSP plan by calling 1-800- [redacted] Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,We have been in contact with [redacted] and are working together to resolve this matterBest Buy considers this matter resolvedThank you,Larry S

April 26, To Whom It May Concern: Best Buy apologizes if Mr [redacted] was unable to take advantage of the advertised savings in question However, we are unable fulfill Mr [redacted] ’s request to extend the expired promotion Nevertheless, as an act of higher level customer service I have requested a $ [redacted] Best Buy gift certificate in his name to use at one of our location at a future date The gift card will be processed and mailed in the next to business daysPlease forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus ###-###-#### Direct ###-###-#### Fax terrance[redacted] @bestbuy.com Ideation, Context, Maxmizer, Activator, Communication

December 8, To Whom It May Concern: In an effort to resolve this matter I have requested a gift card for $for Mr [redacted] in recognition of the promotion that he was referred to in his correspondence 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 [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing this matter to our attentionOur team of resolution specialists were able to review the case and come to an agreement.We spoke to the customer and informed her that although she had called to renew the service, we would issue her money back to her through a check The customer's check should arrive in 2-weeksWe apologize for any confusion throughout the subscription process.Customer is happy with this resolution and Best Buy considers this matter resolvedDaniel S

I am rejecting this response because:I do not shop at Best Buy online nor do I receive their advertisements When the store assistant manager had to print out their policy as did occur in this matter, or direct my attention to a store register or at some location in the store that is quite visible to every customer, then someone failed at that store to make these rules available I will look around the next time I'm at any Best Buy store to see if these rules are visible enough that any customer walking thru the door can see them If this is not the case I file another Revdex.com complaint to make the Revdex.com and Best Buy aware of my findings

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the [redacted] external battery case credit 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 [redacted] case requires replacement so soon after the purchaseThe return period is 15-days from the date of purchase and is printed on the front of the receipt received at the time of purchase and states the following: “14-day return period on Phones and Carrier Connectable Devices for all customers.” “15-day return period on almost everything else.” We would be unable to accommodate Ms [redacted] ’s credit or exchange request as the purchase falls outside our 15-day return policyHowever, Ms [redacted] can receive a replacement unit under the manufacturers’ warranty provided by [redacted] The [redacted] warranty for cases purchased from retail stores states the following: Retail Partner Purchases: Every genuine [redacted] product bought from [redacted] .com or a 3rd party retail partner is authorized for replacement due to warranty issues http://www[redacted] .com/returns To submit a warranty claim on the [redacted] external battery case, Ms [redacted] can click on the hyperlink below to their website for step by step instructions to receive a replacement under the manufacturer warranty: http://www[redacted] .com/ts Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: Best Buy feels that we have fully addressed Mrs [redacted] ’s concerns that were forwarded to your office in our previous response and we maintain our position Mrs [redacted] said she received a computer from her aunt which had been wiped cleanThe customer’s local store installed Windows on the computer, which Mrs [redacted] states was acceptableHowever, she states the store was unable to recover a DVD burning program that was included with Windows which the customer said was the previous operating system We offered Mrs [redacted] the choice of a complimentary copy of Nero Platinum or a gift card so she may choose her own DVD burning software as a final resolution to this issueMrs [redacted] researched the Nero software, and called to tell me she chose the free software Mrs [redacted] left a message saying the software gave her computer a virus and the it will not work for herThe software sent to Mrs [redacted] would not put a virus on a computerWe recommend the customer contact Nero for assistanceAs noted, we offered different resolutions for the issue, and the customer selected the one she wantedBest Buy respectfully declines the customer’s request for a refund or replacement, and considers the matter closed Regards, Kathryn S

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11607132, and find that this resolution is satisfactory to me

Dear Revdex.com,Our customer is claiming that he shipped iPhones via UPSAfter connecting with the facility that received the package, our findings indicate that there were no phones found in the packageAlso, based on the UPS tracking information and package description; the package was listed as 1lb where six iPhones not including packaging and package materials would weigh approximately lbs.Best Buy offered to work with the customer if he could provide proof of purchase or serial numbers for these phonesUnfortunately, since the customer is unable to provide these details to support a proper investigation, Best Buy is unable to accommodate the customer's request.Respectfully,Ash E

I am rejecting this response because: I received the check for $204.49, but I did not receive the $check, please send, thanks

I purchase over the last mosFrom best buyThis tv was new in the box & was under the Holliday return for elite plus members Feb 14th was the last return dateWe sold the tv to a customer & when we took it out of the box the screen is crackedThey was no way to know it was cracked until we sold itIf it wasn't cracked we don't need to exchange or return but there is no option availableI'm going to be buying more tv's in the future & be spending another to I've been a customer since or & a reward member since you started program on thatWe are talking less than hereIf you want to send me (3) gift cards that will be acceptable & I can use toward my to purchases soonThis is not a situation so please think about this some & let me know if you have any questionsYes

Hello; I My name is Cassie with the Executive Resolution Team at Best Buy corporate headquartersOur policy states the following in regard to item quantity limits: “Best Buy may sometimes limit quantities purchased per person, per household or per orderThese restrictions include orders placed from the same BestBuy.com account or credit card, and sometimes even orders that use the same billing and/or shipping addressWe reserve the right to limit quantities sold, including the right to limit or prohibit sales to dealers.” If you would like to review this policy directly, please visit the following link: http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ [redacted] , I apologize for your disappointment, as we value your businessThank you for making Best Buy aware of this concernSincerely,Cassie EExec Res Sr

Dear Revdex.com, Thank you for bringing the customer’s purchase concerns to our attentionOur Rapid City, SD store did honor the customer's [redacted] dishwasher model and price requestThe replacement purchase was processed on 3/27/Sincerely, Dean [redacted] Executive Resolution Specialist###-###-####