Best Buy Stores, LP - US Headquarters

Dear Mr***,Thank you for forwarding your concerns to us through the Revdex.comWe apologize for any inconvenience this may have causedPlease note that Best Buy does not have a companywide policy on providing a military discount, but some stores that are near a base may do so
under the discretion of the managerIn the Aiea store in particular, we only offer a 10% discount with a valid ID, on accessories onlyPer the store’s operating procedures, the item you purchased would not qualify for a discount Our records indicate a 10% refund was processed on June 3, At this time, Best Buy considers this matter fully addressed. Sincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have forwarded this complaint to the appropriate parties for follwith the customer to resolveWe will provide a status on this concern once we have an updateFurthermore, the customer should be contacted
shortly Thank you

Revdex.com,Thank you for bringing this to our attention. Please know that the non damaged product was exchanged and the subsequently return back to the original tender that was used. The damaged watch was returned to a gift card which has been frozen and a check has been sent to the customer
for the amount that was on the gift card. Regards, Nick S

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.I received the email from the company stating that the item was in transit and that is the best possible resolution for me. Thank you very much for your assistance in this matter.---A note for Revdex.com's web design information. I received the email yesterday and logged on to the Revdex.com site to send a message to update the complaint file, and I could find no way to do so. I even watched the full video provided, and no information was given about how to update the file with a message from me. The email from Revdex.com gave a number to call, but I did not have time to do so yesterday. Perhaps some method of messaging from the complaint filer would be a useful addition to your online form. Thanks again!

Thank you for sending this for reviewI am sorry that the customer was unable to get his item price matchedI have applied $credit back onto credit which he will see in the next 4-business daysAlso for the inconvenience I have requested a $gift card be mailed to his home addressHe
should receive this gift card in 10-business days and the confirmation number for the fund is ***. Best regards,Karla ***

Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters. Mr*** emailed Kim *** at Best Buy on 12/9/regarding the Warning on returns that he received, and the subsequent denial of the returns of two computersThe Warning was issued due to the high
percentage (dollar-wise) of his purchases that had become returned or exchanged.At that time I had The Retail Equation lift the Warn/blackout on returns as an exception so that Mr*** could return both of the computers, because they were purchased prior to the Warning being issuedMr*** then returned both of the computers, and a new Warning was generatedThat new blackout on returns will remain in place for up to days from the Warning date. Thank you for making Best Buy aware of this concern. Sincerely,Brian P ***Executive Resolution SpecialistBest Buy Brian.***@BestBuy.com ###-###-####

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com caseThe renewal GSP plan Ms***’s *** computer covers repair service and the T&C of the renewal GSP plan contract can be found at the following hyperlink we provided in our previous response: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2013_09_01_to_...⇄ On the repairs our Geek Squad provided under the original GSP plan (***-***, ***-***, ***) the *** computer was tested by our Geek Squad after each repair and the computer powered on, boots to operating system properly and passed all functionality testsIf Ms*** is experiencing any issues with the *** laptop computer, they have the option of taking advantage of the renewal GSP plan coverage benefits for repair service in bringing the unit to any local Best Buy store for assistanceIf Ms*** would like to cancel the renewal GSP plan, she can contact 1-888-BESTBUY (***) and a pro-rated refund will be issued as per the T&C of the renewal GSP plan contractBest Buy feels that this has been addressed appropriately and will not take further action on this issue regarding Ms***’s *** laptop computer return, exchange or credit requestRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus *** ** *** ***

Initial Business Response /* (1000, 5, 2016/03/07) */
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
The television the customer had interested in is no longer carried in our
stores, and while the product was being moved through our inventory, the sale price fluctuatedWhile there may have been discrepancies between available products listed on BestBuy.com and what was in our store's inventory, we unfortunately no longer have the item to sellWe encourage our customers to contact our stores via phone to ensure products are available in their given location, as they have a more accurate count of products in store than our website
There are several televisions similar in to the one the customer were interested in around the same price available on BestBuy.comIf the customer has any other questions or concerns, he may certainly call our 1-888-BestBuy line available for consumers, or stop in a Best Buy store for a sales associate, who are not commissioned, to help him find a new product
Sincerely,
Kelsey F
Initial Consumer Rebuttal /* (3000, 7, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy has a duty to be ethically bound but what they advertiseNot only did they advertise the TV, they set the price twice and also raised it the day before they took it offlineAs for calling or going to a store to discuss this, I did bothAt the store I was advised "this happens all the time"If we, the consumer are shown a product for sale and that product has a price fluctuation twice, would not a thinking person believe it is available? There seems to be a lack of common sense in the reply presented to the Revdex.com and the consumerI do believe list leaders, while common, are not a legal advertisingThe seller has a obligation if they advertise to a product to produce said product and at the same price as shownThe consumer gets the raw end of dealing with companies like Best Buy more often than notOne would think that the courts would rule, based upon preceding cases, that Best Buy did indeed willfully advertise a product, they did willfully change the price and they did not have the product to sellThat may be a text book definition of a lost leaderI expect more from Best Buy, business ethics dictate nothing less

Initial Business Response /* (1000, 10, 2015/06/18) */
Dear Ms***,
Thank you for contacting Best Buy through the office of the Revdex.com about your issue with your desktop computerMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate Headquarters
Your complaint has been forwarded to me for resolution
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 companyAfter researching the product and transaction I see that technical support to through Geek Squad was not purchased but Geek Squad advised you how to trouble shoot your device over the phoneAfter many attempts at troubleshooting the device on your own you called Best Buy Co., Incagain and were advised to bring the device in for a diagnostic which was at no cost to you
With any service that is rendered to a customer there are fees associated with those servicesGeek Squad rendered those services that you mentioned as a customer service gesture so any repairs dealing with the software would require purchase of the technical support package or fees for services renderedI understand that this is frustrating for you and I would like to assist you by offering to cover half of the for you so that you can obtain the technical support package and get your computer fixed
Ms***, again thank you again for making Best Buy aware of this situationIf this offer is acceptable to you please feel free to email me at *** or call me directly at ***
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (3000, 12, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issues that I have been having started within the first two weeks that I had the equipmentThis is well within the refund periodThe Geek Squad suggested trying different options INSTEAD of issuing a refund on the defective product, claiming that it would resolve the issue
Because I have been a Best Buy customer for years and have never had an issue with them before, I took their advice, not knowing that they were just passing time till they could tell me they wouldn't issue a refund
Final Business Response /* (4000, 16, 2015/07/20) */
Best buy stands by offer to assist with purchase of tech support

I am rejecting this response because:
I understand the policyWhat changed is that your partner, eBay, changed their policy without communication and now I cannot use the gift cards for what I neededIt goes against the Terms, as I sent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will reach back out if the refund is not received

Initial Business Response /* (1000, 6, 2016/03/01) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer
We have contacted the customer directly and resolved the issue with a one-time exception returnThe client has
our contact information and will contact us with any further questions or concerns
Best Regards
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
Best Buy has contacted me and we have resolved the issue to my satisfactionThank you

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.The local store contacted me and gave me a full refund as I had requested

Dear Revdex.com,Mr*** was contacted by his case manager on 5/26/He was informed that the refund has been applied and he was offered the transaction number for the refund, which he declinedIf Mr*** has additional concerns regarding the refund he should reach out to his case manager. Thank you,Gail D

The replacement modem was sent back to Best Buy but they've not refunded any money so far

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

Dear Revdex.com,Our customer can view our return exchange policy by following the link below:http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat***01...⇄ clearly indicates that Best Buy uses a
third party company (TRE) to monitor returns and exchanges.."Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchaseReimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursedWe accept U.S., Canadian, and Mexican Driver's Licenses; U.SState ID; Canadian Province ID; Matricula Consular; U.SMilitary ID; Passport; U.SLaser Visa; and U.SPermanent Resident CardOur third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returnsIf we caution you or deny your return, you may request a copy of your Return Activity Report by calling ###-###-####" Kind regards, Ash E

Revdex.com, Thank you for brining this to our attentionPlease know that the store's General Manager personally contacted the customer to discuss their concerns, and will be processing an exchange in store to rectify the matter Thank you for allowing us to address these concerns
Regards, Sarah L

I am rejecting this response because:
Exceptional customer service seems to not be Best Buy's priority in service customers in order to guarantee success in the business of serviceI made my payments faithfully and did not fail one and this is what I get backI am not asking for much, just the months since the upgrade that Best Buy representative originally set me up forIts called the I Phone Forever Plan which was offered to me by Best buy when I purchased the I phone This would of never happened if Best Buy did not offer the I phone forever from sprintHow am my suppose to know that I am suppose to call when your customer service rep did not inform me toI think Best Buy is a great business and I've been a customer for over Years and never had a problem and now that I am requesting a small refund best buy refuses toWhere is the serviceI had to pay $to get my screen replace which I have a receipt, that should be my original request for a refundBut I did not request that amount because it is fair to the company to refund me from the date Sprint sent me the I phone which is part of the original deal I signed up for at Best BuyThis is unacceptable and not right

Dear Revdex.com, Thank you for bringing the customer‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused We have completed the refund for the $plus tax for a total of $275.63. This will take 3-business days to reflect back on
the customer's credit card. Best Buy considers this matter closed Sincerely, Scott M