Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 10, 2015/08/04) */
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
If a customer paid more than $in cash for a purchase, the refund
will be processed in the form of a checkInformation on our Return and Exchange Promise can be found at the following link:
http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ /> Best Buy will not be providing any accommodations on the issue, and a check will be issued for the refund
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No it is not acceptable, It cost me $to cash the checkIf best buy has a policy that it will not pay cash for any thing over $the in turn it should not accept cash fund above thatOr explaine the policy before selling productThey share the return policy but not this hidden policyThe response fron best buy is ***
Final Business Response /* (4000, 14, 2015/08/06) */
Dear Revdex.com:
Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office in our previous response and we maintain our positionBest Buy does not hide this policy from any customerFull details of our Return and Exchange Promise are available online as well in store, specifically at the customer service counter for returns
Regards,
Kathyrn S

I am rejecting this response because:
Best Buy claims that they do not warrant anything until the order has been placedIn my opinion, my order was placed and it was Bsst Buy's issue that it was not fulfilledWhat kind of customer service is this? Not only did I spell d an hour of my time trying to buy the products, I also spent over an hour with them on customer serviceUnless they can secure the product that I ordered ( NES classics) for which I'll gladly pay for, they will lose a customer for lifeI will also use any platform of social media available to me to ensure than no one I know ever buys a single item from their stores as well. A generic disclaimer statement that I'm sure is buried somewhere deep in their website does not provide a business with the ability to mislead anyconsumer

I am rejecting this response because:I am still having issues with my orders being cancelled Three of my preorders for the SNES
classic have been cancelled for the same reason I was given when I initially had this issue This is very upsetting because it was very hard to secure these preorders to begin with I need a resolution to this issue and to prevent this from happening again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11485294, and find that this resolution is satisfactory to me

I am rejecting this response because: Best Buy's tiered return policy was never disclosed before my purchase, otherwise I would have cancelled the purchase and looked elsewhereExchanging the store credit for the credit back to my card will be the acceptable solution

Dear Revdex.com - I reviewed Ms***'s appliance order and found that it is back-ordered by the vendor. I called Ms*** to let her know that we are unable to get the refrigerator delivered to her more quickly and offered to cancel the order and find a similar item. As the size of the
appliance is unique, this is not an option. I have offered *** a $*** gift card towards her next purchase and she has my contact information should she need additional assistance in the future. We have closed our review of this matterRegards, Amy

Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionAfter checking the order number provided, we were able to verify the issues the customer encounteredWe connected with the customer and offered a resolution that was accepted
Best Buy considers this matter closed
Regards,

June 10, To Whom It May Concern: In an effort to resolve the concerns forwarded by Mr*** to your office I have requested a $*** Best Buy gift certificate (the value of the one year subscription in question) in his name. The gift certificate 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 this matter to our attention. We have completed an internal review of this matter. The return was denied because it was outside of the return and exchange window. The customer connected with a Best Buy customer service representative on May 7,
2016. As a customer service gesture a $** gift card is being sent to the customer. The customer indicated this gesture was sufficient to resolve the concern. Best Buy considers the matter closedThank you, David M

I am rejecting this response because: the first CSR suggested that I could get the value of the gift cards backShe never suggested it was only for the leftover valueI informed her that there are $value on all the cards fairly early in our conversation, so she was awareIt does not make sense that she would go through all the process and ask me to call back if she cannot help meEspecially since she knew that there was no value on my card

Dear Revdex.com, Thank you for bringing this concern to our attentionWe were unable to locate the purchase under the customers information providedCan you please ask the customer to provide the phone number associated with the account this purchase was made or a copy of the receipt? Typically
Microsoft Office isn't typically included free with laptops so we will need to research this a little.. Thank you, Best Buy

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our Executive Resolution Team for proper review. We are very sorry to hear about the described difficulties experienced in an effort to obtain a
refund or replace an E-Gift Card. Upon reviewing the purchase, order process and confirmation, we have been able to verify that the E-Gift card was successfully sent to the email provided in the order. We partnered with the appropriate team that oversees E-Gift Card transactions and they confirmed the E-Gift Card was opened in that email which completes the order process on Best Buy’s end. Best Buy is unfortunately not able to offer further assistance regarding this matter after the email was successfully delivered to the intended recipient. We have strongly encouraged the customer to continue and work with the local authorities in regards to any next steps. We will be happy to provide any information that your local authorities may need for their investigation. Best Regards, Amanda HBest Buy CoInc

Dear Revdex.com,I have engaged the Store Leadership at the Greenville store to review and provide a lasting resolutionOur Geek Squad manager, Mike ***, will be contacting the customer to address his concerns.Kind regards,Ash E

Dear Revdex.com, Thank you for bringing this matter to our attentionOur notes indicate that Ms*** has been contacted by our teams and resolved the issue Best Buy considers this matter resolved nevertheless please forward any additional concerns to our office and we will respond
according. Thank you

To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** *** in the enclosed email correspondence sent to him from our office on November 10th, 2016. Nevertheless, please forward any additional
concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus Enclosure: Email of Nov 10, at 1:PM Dear Mr***, I am writing on behalf of the Executives at Best Buy. Your correspondence has been received and referred to my attentionThank you for taking the time to voice your concerns and allowing us the opportunity to investigate and respond accordinglyIndeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction I understand your position, regarding the Trade In value change and want to assure you that your concerns have been documented appropriatelyThe $or any amount given before the actual trade in transaction is an estimate and not a guaranteed valueI am sorry for any confusion In our Terms and Conditions and Limitations and Restrictions, which can be found on BestBuy.com/TradeIn, it is note that prices may change “Condition, documentation and accessories may affect valueOnline and in-store estimates may vary.” states that if this is to happen, “…you will be provided with an updated quote of traor credit value.” Which is what happened when you were requoted the $in storeAfter the associate saw the PScontrollers, it was determined the estimated value was to be updatedI am sorry for any inconveniences this may have caused Again, thank you for taking your time to provide your feedback, it is greatly appreciatedYou are welcome to contact me directly if I can address additional questions or concerns Thank you, Makayla *** Best Buy CoIncExecutive Resolution Specialist Enterprise Customer Care ###-###-#### makayla.***@bestbuy.com

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the return and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsBest Buy
partners with The Retail Equation (TRE) and our return policy was implemented early to monitor returnsSignage has been placed next to each register outlining this info and an alert message is printed on the front of the receipt to increase customer awareness as wellBased on return/exchange patterns, some customers will be warned that subsequent returns and exchanges will not be eligible for returns or exchanges for days On January 11, 2017, Customer Experience SrChampion Stephanie worked with Mr*** and TRE in accommodating an exception to return the Tracker on 01/12/(originally purchased on 01/08/2017) Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Mr*** has made the decision with the partnership of his case manager, to keep the current fridge with the stipulation it is discountedWe have agreed to this and a discount is being arrangedBest Buy considers this matter closed. Thank you,Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the $Best Buy gift card request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsOn
01/17/17, our Social Media Specialist George emailed *** *** (corporate case #***) and informed them the $Best Buy gift card was requested and has been mailed to them on 01/18/The gift card should be received in approximately 7-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus _________________________

Hello,Our Sales Manager reached out to the customer and spoke with her regarding the issue*** has been offered to exchange the unit for a new unit and pay the cost differenceHer exchange has been scheduled for 11/16/8am -12pmBest Buy considers this matter resolved.Thank you,Anthony W

Dear Revdex.com, Thank you for forwarding the customer's responseAs the customer mentioned, the provider has issued a credit to the customer's account and additionally Best Buy has issued a gift cardIt is our understanding that the credit to the account will be added within one to two billing cycles Best Buy considers this matter resolved nevertheless, feel free to forward any additional concerns and our office will address accordingly Thank you