Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for making us aware of the complaint filed by Mr***Best buy offers a day return and exchange period on cell phonesThis information is provide at the time of purchase on the receipt or order confirmation, as well as being posted at each register
and onlineIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy.We truly appreciate Mr*** as a customer, and are thankful for his regular and repeated businessWe sincerely hope that we have not lost Mr*** as a customer due to this unfortunate experience. Thank you again for making us ware of thsi issue. Kindest regards,Cassie E Exec Res Sr

Thank you for forwarding this on for reviewThe Geek Squad Protection plans are only applicable to the product identified on the customer's purchase receipt as having coverage under a PlanThe plan is not transferable to other products, as each plan is linked to a specific serial
number and each product requires its own coverage planIn the case of iPhones, we no longer offer Geek Squad Protection, but AppleCare insteadThe terms and conditions are referenced on the customer's original purchase receipt (which they must sign), e-mailed to them, and published on our Web SiteBest Buy is not able to honor terms that were not present, despite the customer's intentions or misunderstanding of his prior terms and conditions

Hello Revdex.com, We are following up on our previous response to *** ***’s Revdex.com case As outlined in our previous response, our policy and T&C of the GSP plan contract regarding service claim fees are printed on the receipt and received at the time of the purchase by customersWe would be unable to accommodate Mr***’s refund and resolution requests. Best Buy feels that this has been addressed appropriately and will not take further action on this issue Respectfully, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,According to our records, there have been no indication that a 10% discount off the price of the fridge was ever offeredBest Buy is unable to substantiate our customers claimsAs a customer service gesture, Best Buy will send a $*** Best Buy gift card to the address provided in the Revdex.com
complaint.Respectfully, Ash E

Initial Business Response /* (1000, 5, 2015/07/15) */
Dear Revdex.com,
I contacted the district manager for the customer's local store, and he said he never spoke with the customer about this issueThe district manager called the customer and left a message requesting a call back, but has not received
a responseWe request the customer return the manager's phone call at his convenience
Regards,
Kathryn S
Initial Consumer Rebuttal /* (2000, 11, 2015/07/17) */
I would like to have this closedThe District Manager went out of his way to make this rightBest Buy has let me return the defective phone and get another phone
Thank you!
*** ***

I am rejecting this response because: I don't know what a reasonable time frame it takes to update a website, but I would think with the electronic communication services (e-mail, text, etc.) and the IT resources that Best Buy has available, they could do what they claim in hours. I deliberately waited to provide my response to see if Best Buy was sincere in their response. Here it is days after they responded and on their own (Best Buy) website, they have not made any changes that indicates they do not ship to Hawaii (I tried and got to checkout with no rejection or verbiage that indicated they would not ship to my location). Instead of providing customers with hollow words of appeasement, why don't they show their sincerity by their actions?

Dear Revdex.com - We have reached out to this customer directly by phone to address her concernsRegards, Amy C

Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquartersThe television had physical damage that is not covered by the Geek Squad Protection Plan, at the time that it was turned in at the storeThis was notated on the service order documentation at the time it was
turned inMs***'s satisfaction is important to usThe General Manager at the store, Kevin, has let me know that the store has reached out to Ms*** and provided her a free comparable television as an exception to policyThank you for making Best Buy aware of this concernSincerely, Brian P *** Executive Resolution Specialist Best Buy Brian.***@BestBuy.com

Revdex.comThank you for bringing this to our attentionPlease know that we would never want to disappoint or frustrate our customerWe show that the customer initially called, and was offered to have the unit reshipped with an ETA of 4/20; however, our notes show the customer became upset and
disconnected, not accepting the offer made when originally contacting usThree days later, we show the customer contacted us via our Social Media team, as well as by calling our Post Purchase Support teamThe customer was advised that we were intercepting the delivery, and when we could conclude it would not be delivered to the customer we would process a refund right awayAgain, we deeply apologize for the experience; however, it is protocol should a shipping issue arise, as the unit could still reach the customerWe simply need to make sure that this will not occurWith that being said, I have made an exception, and applied a full credit of $to expedite the processThe customer should see this post to their account in 1-business days, or 1-billing cycles depending on the cardThank you for allowing us the opportunity to address these concernsRegards, Sarah L

Dear Revdex.com, Best Buy feels that we have fully addressed this matter with our previous response and we maintain our positionWe consider this case closed and will take no further action.Best Regards,

I am
rejecting this response because:
Best buy been cooperative with handling this issue and providing a refundHowever, at 11:21am on 3/27/I received a phone call by a person on my caller ID as Tate *** B asking me if I received a package on 1/16/I was at work and responded I receive packages all the time and not sure which package she was referencingI said If this is about the package pertaining to the replacement camera I never received it was deemed lost by UPSShe said "NO" it was singed by "Frankie"She began to say "I am sending my people to your place with security"First of all that is a threat to send people over to my house where I have wife and children presentSecondly, she was speaking about to the original package that was sent on 1/16/There is not a dispute about that original package but the replacement that never arrivedThis behavior is unacceptable and was reportedThe person who called was either contacted to threaten me by either Best Buy or UPSThe person who called lives at *** *** *** Brooklyn NY and is years of age according to public recordsI am not closing this case until it is found who this person is working for and appropriate legal action will follow

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlso I would like to know if there will be a tracking number associated with the gift card being mailed from the corporate office?

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 want to thank Best Buy Headquarters for respoinding promplty Best Buy geeksquad agent was able to, after a month of communications, replace my refrigerator and make good on their geek squad warrantyI know have another refrigerator that I hope will last Thanks*** ***

The status for case #*** (C***en ***), has changed Best Buy now feels that we have fully addressed the Customers concerns that were forwarded to your office I was able to speak to the Customer and his missing Gift Card is being reissued Please forward any
additional questions or concerns to our office and we will respond accordingly Thank-you so much! Have a Great Day! Warmest Regards, Zar ***

I am rejecting this response because: I feel that they have the chance to talk on my Behalf to *** TV maker and have them take care of it for me , Because I did not buy from ***, I pay for it at Best buy and they sell the TV, That should not have went bad in MonthBest Buy know how to contact *** company and have them take care of it for me, because it came out of theirs storeIf they do not I will post on every internet site and web site to try my Best to get people to stop Buying from Best Buyand go some where else to get a good customer serviceand respect

Initial Business Response /* (1000, 12, 2015/12/01) */
Revdex.com,
Thank you for bringing this to our attentionWe sincerely apologize for any miscommunication when the customer was making their phone purchase
Please know that I made the store leadership aware of the customer's experience and
they are addressing this internally
As the customer's phone is no longer available and has been sent back to the manufacturer, they are allowing her to buy the phone with the card as initially promised and have been in direct contact to arrange this
Thank you again for allowing us to address these concerns
Regards,
Sarah L

Initial Business Response /* (1000, 5, 2015/10/23) */
Dear Revdex.com,
Data back up and transfer is a service that is not covered under any warrantySince the service was performed by the Geek Squad, we will be unable to provide a refund for the service or provide compensation
Thank you,
Dan
S***
Senior Specialist
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A warranty is useless if I lose all my data in the processBottom line is that best buy sold me a defective product that did not work within ~monthsThey should stand behind their merchandise or facilitate the warranty process with the manufacturer so I'm not paying to fix a product that does not work during the warranty period
I'd be happy to pay the backup charge if best buy will allow me to return the computer for a full cash refund
Final Business Response /* (4000, 9, 2015/10/26) */
Dear Revdex.com,
Best Buy feels we have appropriately addressed this concern in our last response and maintain our position
Since the service was performed, we will be unable to provide a refund for the service or provide compensation
We will also be unable to accept the computer for return as it is past the 15-day Return and Exchange Policy
Thank you

Dear Valued Customer,Thank you for bringing this matter to our attention, we apologize for any inconvenience this may have causedWe have found that this item was priced incorrectly on www.BestBuy.com and we reserve the right to correct any pricing errors on our web siteThe additional charge you
found is the correction of the incorrect priceYou are welcome to keep you order as it is awaiting pick up at storeHowever the price match to the erroneous price previously posted on our site will not be honoredFor more information on pricing errors on www.BestBuy.com, please visit the conditions of use as found at www.BestBuy.com.Thank you for your time and efforts to make us aware of this

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Revdex.com,
Thank you for bringing this to our attentionOur records indicate that Ms***'s TV was delivered as of 12/30/
Please forward any additional concerns to our office and we will respond accordingly
Thank you,

Dear Revdex.com - This customer's concerns are being addressed by a customer service associate. The refund to the customer's bank has been processed. Any additional information that he has or additional assistance he needs can be handled by the associate who emailed Mr*** on June
18th.Regards, Amy