Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/07/20) */
Sent the following email to the customer:
Dear ***,
Thank you for contacting the Revdex.com about your product return concernsI'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to
me for review
I am sorry to hear of the difficulties you have encountered returning your three AT&T cell phonesI have contacted our Washington Square, IN store management and have been informed your cell phone return request has been completedDue to your experience, I have requested a $*** gift card be issued as an invitation to visit Best Buy againYou should receive the gift card within three weeks at your *** address
Thank you again for making us aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns
Sincerely,
Dean ***
Executive Resolution Specialist
(612)***
***@bestbuy

I am rejecting this response because:
The website at the time of purchase indicated free speakers with the sound barThe site said click on image to see Free ItemThe item was a pair of wireless speakers with purchaseThere were no conditions other than purchasing the sound barThis was agreed upon when speaking over the phone to your customer service representative

Initial Business Response /* (1000, 10, 2015/07/20) */
Dear Revdex.com (Revdex.com):
Thank you for bringing ***'s concern regarding the Geek Squad experience at our Best Buy store to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectations
The Geek Squad can ship or send ***'s computer to our service center; however, there would be shipping or diagnostic fee customer would be required to pay for this service through our company if the computer is no longer under the computer manufacturers' warranty or under the coverage of the Geek Squad Protection (GSP) plans we offer
In addition, we do offer the Geek Squad Tech Support (GSTS) plan for customers to purchase if they are no longer under a manufacturer warranty as the plan protects up to 3-devices for unlimited computer tune-ups, virus removals and trouble shootingI have provided the Geek Squad website link explaining the GSTS plan coverage benefits:
https://www.geeksquad.com/buytechsupport/
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case The BOGO promotion is offered by the phone carriers when purchasing or upgrading phones through our Brick and mortar stores or through the online store/websiteIn reviewing *** ***’s online order (BBY01-***), the charge on the Apple iPhone Plus was $as per their receipt with AT&T the mobile carrier financing $for the phone on the purchase on their existing phone plan With *** *** placing the online, themselves we would be unable to determine what steps they may or may have missed when following the process in adding the phone to their shopping cart or the assistance with our chat representative with their chat sessionAgain, with the BOGO being offered by AT&T mobile carrier, *** *** would need to work with the phone carrier AT&T directly Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing Mr***' concerns to our attentionWe apologize for any frustration or inconvenience caused to the customer.We have spoken with the customer directly and provided an amicable resolution.At this time, Best Buy considers this matter fully resolved.Sincerely,Kelsey
F

Dear Revdex.com - This customer's complaint is being handled by the Executive Appliance Customer Care team. We have forwarded this additional information to them and they will be working with the customer to resolve the issues he has raisedRegards,Amy

I am rejecting this response because:
I have it covered under the geek squad warranty and I have revived three defective devices

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Revdex.com,
Thank you for bringing Ms*** ***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
After reviewing the customer's previous and most recent service orders,
she does not qualify for a replacement under the Geek Squad Protection (GSP) plan she purchasedFor the most recent order, the computer was tested extensively at our repair facility, and the agent was unable to find an issue with the unitBest Buy will not be making any accommodations for this issue
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Computer still crashingGetting black screens and blue screensWill be returned to store againComputer NOT functioning as it should be
Final Business Response /* (4000, 9, 2015/10/08) */
Dear Revdex.com,
As noted before, our service center was unable to find an issue with the computerBest Buy will provide service in accordance to the plan the customer purchasedIf the store and/or service center are able to verify an issue and diagnostic tests yield results, we will repair the unit accordingly
Regards,
Kathryn S

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Geek Squad Protection (GSP) plan renewal request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsThe GSP plan for the range expired on the 09/13/and this date is printed on the front of the receipt received at the time of the purchase In addition, the GSP plans are underwritten by AIG and once a GSP plan expired, we are unable to reinstate, offer or provide a code to renew the plan as the option to renew is determined on the product purchase and underwriter AIG Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Initial Business Response /* (1000, 10, 2015/08/21) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the dryer repair under the Geek Squad Protection (GSP) plan to our attention
Best Buy deeply apologizes for any frustration this situation may
have caused and disappointed we did not meet their expectations when the repair took longer than expected*** *** *** dryer repair was completed on 8/20/
As a customer service gesture, we will be sending a $** Best Buy gift card from our corporate office to enjoy some shopping on usThe gift card should be received in approximately to business days
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 12, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YesThe dryer was repaired on 8/20/15...almost a month after the faulty parts were reportedWe will not accept a $** gift card from Best BuyIt cost much more than that to pay someone to do our laundry for a monthYou can just mark this complaint as unresolved as far as I am concernedWe asked them to come much sooner than 8/20/but they all but refusedWe will share our experience with everyone we know

Dear Revdex.com.Our delivery center reached out to our customer and informed him that we can offer a $*** gift card if he opts to keep the damaged fridgeThe customer originally accepted the offer but our stores decided to exchange the fridge and schedule the customer for the gas range install on 06/
We are currently awaiting inventory for the fridge and will align the delivery of the fridge and gas range per the customer's request.Regarding the washer and dryer, the units are now placed correct and the customer is satisfied.Kind regards, Ash

Initial Business Response /* (1000, 5, 2016/02/08) */
Dear Mr***
Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate HeadquartersI apologize for the experience you had with the Apple
Watch you purchased
I am pleased that we were able to agree on a price for the replacement of the Apple Watch and that you will be picking the watch up from the local Best Buy store you designated
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the fridge refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsMs
***’s fridge that was hauled away was refund on 10/28/We have included a copy of the refund receipt in attachments with this response Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, We have verified that Ms*** purchased the year Standard Geek Squad Protection Plan, as stated on her order confirmation/receipt from her purchase of her televisionAt the time of selection and purchase the customer opted in for the protection plan, and in turn agreed
to the Terms and Conditions of said planThose Terms and Conditions are made available on that page as well as a list of available plans and what is covered by those plansBest Buy feels we give every customer multiple opportunities to be aware of exactly what they are purchasing on our websiteMs*** chose to and paid for a Stand Protection Plan which does not cover accidental damage from handlingTo access Terms and Conditions as well as more information on Geek Squad Protection Plans, please visit www.bestbuy.com. The store has offered an exception to our policy in order to better assist the customerThe General Manager has offered to continue to work with the customer. If the customer would like our assistance we would suggest that she connect with the store as any exception made it outside our policyAs the customer does not have adequate coverage for physical damage to the television, Best Buy will not be offering a replacement. Thank you,Best Buy

Initial Business Response /* (1000, 6, 2015/09/30) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your recent Express ReplacementMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear that your replacement device was not satisfactory 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 company
In order to address the problems present with your replacement device, you will need to send your device back out for service
Best Buy's Geek Squad Protection plan provides for express replacement of your tabletwhat this means is that your device will be replaced with a fully functioning device once your defective device is received at our service center
This process is outlined in the terms and conditions of your protection plan, which was provided to you at the time of purchase
Additionally, your protection plan does not provide for cosmetic damage, or problems that do not otherwise affect or impede its functionality or materially impair its use, such as the logo
For more information regarding the terms and conditions of your Geek squad Protection plan please refer to the link I've provided below may signatureThis link with bring you the original terms and conditions of the plan that you purchased
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to exchange it for another in the store that's what they told me when I got purches the protection plan and thats what I pay forI'm sorry I don't accept The offer I either want another one from the store and I walk out with a new one or I want a full refunded on the protection planI should be getting a new due to the fact that employees in Best Buy are rude to me and added a Apple ID that isn't mineIn the picture below is the Apple ID the added, Because when when I have it to them it was all wiped out no iCloud no nothing they took it to the back and added this ID
Final Business Response /* (4000, 10, 2015/10/01) */
Dear Revdex.com:
Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our positionThe customer must have his phone serviced as per the terms of his protection plan
Nevertheless, please forward any additional concerns and we will respond accordingly

Dear Mr*** - We're sorry to hear that you had a challenging time with the communication from the delivery team. We have processed a refund to your credit card in the amount of $100.00. The refund may take a full billing cycle to be reflected on your statement, however, you
should be able to see it reflected online within the next business days.Regards, Amy

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I apologize for the inconvenience and frustration this matter has caused youPer our conversation on
5/20/as resolution I have requested a $*** Gift Card as a good will gesture and invite you to give us another chance to regain your confidence. The Gift Card will take to weeks to arrive and will be mailed in a plain white envelope for security purposes so please watch for it to arrive. Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolvedSincerely, Larry S *** ** *** ***

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello mr***
Thank you for contacting Best Buy through the office of the Revdex.com about your recent TV purchaseMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am
sorry to hear about your TV, 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 company
Unfortunately, after investigating your situation I found that the evaluation of your TV it was determined that the damage to your TV screen was consistent with impact damage that would take place during mountingBecause of this Best Buy is not able to provide a return or exchange on the unit
I am extremely sorry for any disappointment that this causes you
Again, I apologize for your experience, as we value your business
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the response to my complaint, Best Buy continues to blame the customer, and does not address the possibility of them shipping a defective productOther than the biased opinion of the store manager, who made only a visual inspection and claimed to have never seen a damaged tv without the box being damaged -- though he was looking at one --, there is no evidence to assume that the customer damaged the tvIn fact, I have witnesses to back up my claim that I followed the installation instructions to the letterI have still seen no proof that the tv was in working order before it arrived at my house
As to your claim that the damage is due to "impact damage that would take place during mounting", please provide me with your criteria for determining this type of damageIf, by following the instructions, these TVs can break by simply screwing in screws, shouldn't you be in charge of doing that for the customer or at least warning that expert installation is needed?
After this of course I will advise anyone that if they still decide to buy from Best Buy, they must require proof that the product is in good condition before leaving the storeOtherwise, there is really no customer protectionBest Buy can simply refuse to honor its return policy on defective merchandise by claiming that it was not defective and that the customer broke the merchandiseApparently, Best Buy does not need to prove anything nor does it need to show that it is selling merchandise in working orderThe customer assumes all the riskAgain there is no customer protectionGiven the circumstances and the lack of trust created, how do I even know that you (or the manufacturer) are not using this strategy to get rid of defective TVs? Sure, I do not know that that is the case, but I do not know that it isn't
Once again, I am asking for either an equal exchange or a full refund for the damaged tvThis should cost less than continuing this discussion in a small claims court, which appears to be the next step in the process
Sincerely,
Eric ***
Final Business Response /* (4000, 9, 2015/09/30) */
Dear Revdex.com:
Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position
nevertheless, please forward any additional questions or concerns and we will respond accordingly
Thank you,
Cassie E

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionWe have reached out to the general manager of the store in question and have been informed he has worked with Mr*** and came to a resolution.Best Buy considers this matter resolved. Thank you,Best Buy

I am rejecting this response because:I have tried returning the psand I was specifically told that I had to contact SonyI have tried returning the pstwice now and they will not take it backI would like to be able to fix my issue by either getting one that I could pick up free of charge or a best buy gift card with enough to buy a new one