Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for forwarding Ms***'s responseThis matter has been forwarded to Sedgwick who is the company that handles the general liability claims for Best BuyThey will handle or will forward to the appropriate party who will work on the claimThe customer will need to worl with them directly to have this resolved In the mean time, we have forwarded this message to the Sedgwick for follwith the customer Thank you

Dear Revdex.com - We have completed our review of Mr***'s concerns regarding the problems he claims were caused by the installation of a remote starter in February 2014. Mr*** contacted Best Buy nearly two years after the remote installation had been completed to let us know that the installation had been done incorrectly and that it was causing problems with his car stereo. The remote starter was re-installed by Best Buy and although there was no proof that the initial remote installation had caused any problems with the car stereo, the Fenton, Mo Best Buy offered to work with the customer to discount a car stereo and install it free of charge. Mr*** was in communication with the Fenton store manager, Chris, regarding picking out the car stereo, but never showed up around the timeframe that he said he may be there to work with Chris, and has never communicated with Chris again. We feel that we are working with the customer and have made offers of resolution contrary to his allegation that no one is working with him. I have spoken with Mr*** and gone over these findings with him. He is aware that he can reach out to Chris at the Fenton, Mo location if he chooses to pick out a car stereo for installation. We are closing our review of this matter with the Revdex.com.Regards, Amy

December 9, To Whom It May Concern: The purchase in question was not within the guidelines of our Price Match Guarantee and that is why the customer is not eligible for their request. Furthermore, Mr*** clearly disputes his own claim of advertising in
his statement, “…I went online to find out how to price match only to find out that Best Buy had corporately suspended the Price Match Guarantee for this weekend because of so many sales.” This statement confirms that the policy was clearly posted/advertised on our websiteHowever, in an effort to resolve Mr***’s concerns and offer exceptional customer service I have requested a $*** Best Buy gift card in his nameThe 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

Revdex.com,Thank you for brining this to our attentionPlease know that we connected with our Managers in the Service Center who said there was no issue found with the computer, that it passed all diagnostics, and that it functioned normallyThe unit was sent back to the store, and our store let
us know that the customer was wanting to upgrade his hard drive, and felt that *** was misrepresenting the computer's capacityPlease know that the computer is not misrepresented, and if the customer has issues with how *** manufactured the unit, and does not believe it performs as *** promises it should, then he would want to direct these concerns to DellWith that being said, our store made two very generous offers outside of our policy to assist with the customersThe customer was offered either to have his Geek Squad Protection plan fulfilled for a credit in which he can use towards the purchase of a new computer of his choosing; or, the customer can purchase the Hard Drive he would like, and we will install this in his current computer and waive the installation costAgain, these are both onetime exceptions as the customer's computer is fully functionalThe store has been in contact with the customer, and the customer is aware of his optionsWe are doing this in good faith, and would not be offering anything further to the customer, and feel we are going above and beyond to assistThank you for allowing us to address these concerns Regards, Sarah L

I am rejecting this response because:
Thank youI was able to place a small order for pick upFixing this issue does not fix the customer satisfaction problem that I have with your companyThis has happened times! Each time I have spent approx30-60min or more trying to sort this out with your companyBest Buy has wasted approxhours or more of my time on the phone with customer service or trying to find a way to get an order to go throughThat is very far from okayI have tried to support your company because I like your stores and I like the fact that you employ young peopleHowever, your systems have made being a loyal customer a miserable hassle

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 will use the card to buy the game I was promised in the promotionwhen the funds are depleted I am cancelling my Best Buy credit card and don't plan to step foot in their stores again This is not the first time Best Buy has messed up something pretty bigand it is a large shame that it took almost months to sort this outridiculous

Dear Revdex.com,Thank you for sending this for reviewI have called the customer however it went straight to voice mail and her mail box is full, I cannot leave a messageI have reached out to the customer via e-mail instead and have included my direct contact informationWe understand that the customer
feels cheated off her plan, however according to the terms and conditions of the plan she chose does not include lost or stolen phone coverageWe make sure we explain what our plans offer and don't offer, as well as have the customer review the terms and conditions before they signBest Buy will not be refunding the months she was charged because she indeed have coverage for it at that timeThe plan has been successfully cancelled as of 04/14/per the customers request.Thank you,Best Buy

Dear Revdex.com.,Thank you for bringing this matter to our attention. According to our records, Mr*** accepted a check in the amount of $as a resolution for this issue on 01/04/Unfortunately, Best Buy will not be able to provide additional compensation for this issueWe do,
however, apologize for the difficulty that mr*** experienced in regard to his order, and have shared his communication with leadership in an effort o prevent similar situations fr occurring in the future.Thank you again,Cassie E Exec Res Sr

I am rejecting this response because:
The past two weeks I have spent dealing with customer service responses that run the gamut from blaming me for the issue, offering compensation, to lecturing me about how I should cancel my credit cardsIn your response the best you can give me is a guess as to how this occuredI think that's pretty rudeNo, my financial identity wasn't stolen but I find it highly unlikely a number with our area code, 716, was used in place of their area code which is 571, Personally, I don't see how when a person uses a rewards number the cashier wouldn't be able to realize the difference but its a moot point I guessThank you for the time and response

Dear Revdex.com, Thank you for bringing this to our attentionAfter reviewing this case we have made the determination to refund the restocking fee because of the confusion with the description of the productThis would have been refunded to their My Best Buy credit card on 2/27/The refund
should show up on Ms***'s account shortlyThe product description and information on the site was provided by the manufacturer of the scooterWe are truly sorry if the information about hills caused any inconvenience. Sincerely, Dan S. Best Buy

Revdex.com, Thank you for bringing this to our attentionPlease know that at the time of purchase the signature pad required the customer to sign, or opt-inI cannot say if it was in error, or if this was a misunderstanding at the time; however, we apologize for any confusionI can see that the
customer had contacted us, that the plans were canceled, and that a full refund has been issued to the customer Thank you again for allowing us to address these concerns Regard, Sarah L

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all we are very sorry for the setbacks endured by the customer when dealing this this situationUpon reviewing further, we do see that the first TV was purchased online and picked up at the Annapolis MD Best Buy store
Furthermore, and as the customer stated, it was exchanged for another unit at the Salisbury MD store on 01/29/Unfortunately, since this was a store pick up and later exchange at a store, the only option is for the customer to bring it back to a store to have the unit exchanged once again Thank you

Dear Revdex.com, Thank you for bringing this matter to our attentionOur records indicate that Mr*** ordered/purchased this product through our websiteWe’re sorry to hear that the unit is not workingOur return period is days after the day of purchase, or pick up date, and our records indicate
that the product was picked up on 04/23/Unfortunately, the customer was outside of the return period when he mentions contacted us on 05/Our return and exchange policy is listed on our website which our customers may review before of after their purchasesPlease know that Best Buy is not able to exchange or a return of the product as it is outside of the return window but the customer may contact the manufacturer to inquire about manufactures warranty coverageBelow is a link to our Return and Exchange Promise along with a link to the manufacturer’s websitehttp://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608...⇄ you

Dear Revdex.com, Upon reviewing the receipt provided, the television was purchased in September of last yearWe have no way to substantiate what the customer is alleging concerning the treatment of his mother-in-law in the store. Because we are now nearly months outside of the purchase and because of the time that has lapsed, we are unable to process an exchange. Best Buy considers this matter closed. Sincerely,Kelsey F

I just want to clarify that the check for $*** was a refund for the Geek Squad service agreementIt was not in any way compensation for the poor service received, or not being able to use my work device (laptop) for weeks, or the time it took to finally get our device back. Sadly, the $*** check it not considered a make good in our eyes

Revdex.com, Thank you for bringing this to our attentionPlease know the customer has given two different accounts to both Best Buy and AT&TThis was an issue that the customer was apparently aware of in November; however, did not notify Best Buy about until the account went into collections
AT&T's notes state that the customer called in November to cancel (two) linesThey claimed the phones for the second set of two lines were returnedAT&T asked for a return receipt to correct the issue, and when AT&T asked for this information, the call was droppedThe customer did not call back to talk to AT&TWe activated lines on a new AT&T account on 9/22/Two more lines were then opened on 9/26/2015, by a separate employeeThis is in line with the information given to AT&T that that lines were in fact opened by the customerAdditionally, the customer would need to be present to open these lines as this is an involved process, and the customer needs to enter in their information onto our systemsWe have records of both activationsLastly, the customer had been flagged for fraud by AT&TAs such, we are not able to touch the account on our end, and can only say that we cannot corroborate the customer's claims. The customer would be responsible for the charges accruedIf the customer has any additional questions, they would need to connect with AT&T to continue their conversation from November Thank you again for allowing us to respond to these concernsRegards, Sarah L

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the *** Gear Neo watch purchase to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations when they required two replacements so soon after the purchase
Our Madison Heights store (#414) contacted *** and scheduled a time with customer to return to the store on Saturday August 22nd to complete an exchange on the unit
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Initial Business Response /* (1000, 9, 2015/12/16) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your concerns with your order and deliveryMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate
Headquarters
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 companyI also apologize about the delayed responseI reached out to the appropriate people which started the chain of events that have led up to the delivery of the fridge on FridayI am working with them to see if we can get both the fridge and range on the same day and we should have an answer in the next hours
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (3000, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the for addressing this TyrusPer your message, I had expected a response within hours, but have yet to hear back from you - days laterWe have now had our refrigerator and oven delivered, but still have an extra dishwasher in our garageI have asked no less than times to have it picked up and even went into the store last week to set up the pickupI was told that within hours someone would be in touch to set up a timeThat was a week ago and still nothingNow, I will have to arrange for returning it myself as my husband can not park in the garage - and hasn't been able to in FOUR MONTHS! I am very disappointed with this and feel that I should be PAID to store the dishwasher and return it on my own
Final Business Response /* (4000, 13, 2015/12/23) */
I will contact the warehouse and look into getting the pick up expedited

Dear Revdex.com,Thank you for bringing this concern to our attentionThis order was cancelled on 1/30/Best Buy feels they have fully addressed this concern. Thank you Gail D

I am rejecting this response because: when my husband was in the store, nobody told him that I can add him as an authorized person to pick up my orderJoe's attitude was rude and did not provide any constructive advice to solve the problem