Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/01/29) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.
We have escalated this to the South Austin store and they have reached out to the customer today to offer a replacement laptop.
Please have the customer contact the store...

directly to start the exchange process, as this will fulfill her desired resolution.
Best Regards,
Initial Consumer Rebuttal /* (2000, 7, 2016/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The local store gave me store credit for the full amount of the laptop and I was able to get a new laptop. I do want to note that almost all of my interactions with the local store were very pleasant. I am still deeply disappointed in my experience with the Geek Squad headquarters and find it very sad that I had to file a formal complaint to get the service that should have been offered automatically. While I appreciate their response to this complaint, I don't anticipate using Best Buy again.

Dear Revdex.com,Best Buy feels that we have fully addressed the customer's concerns that were forwarded to your office in our previous response and we maintain our position.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  Thank you.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for the inconvenience this may have caused the customer.  Our records indicate the order was cancelled on 12/29, and any authorization hold on the order would have been released by now. We show a...

refund was processed when the order was cancelled. If the customer is seeing a delay in this, we encourage her to contact PayPal for further assessment. At this time, Best Buy feels this matter is fully addressed. Sincerely,Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.

I am rejecting this response because:The 10% discount was not for a military discount, it was for a one time coupon. I also have an email from you stating:However, I am happy to provide a one-time exception and issue the $114.65 refund to you. I will be refunding the receipt directly, and you should be seeing this back onto your account in 5-7 business days.

Dear Revdex.com, Thank you for forwarding Ms. Gonzalez's concerns to our attention. We apologize for any inconvenience this may have caused the customer. The product was reshipped to the customer on 12/11 and our records indicate it was delivered successfully on 12/12.  At this time, Best...

Buy feels this matter is fully addressed. Sincerely, Kelsey F. Best Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], They have not contacted me- nor given me the case number or contact information to "Christopher".  We were not having this water issue before Bestbuy came and installed this washer.  I expect that I will be contacted by the corporate office to discuss the washer and the service and installation.  As of now- we have a washer that we paid for in the amount of $700 and not water is leaking on our property.  This was the fault of Bestbuy and I expect a response other than we spoke and we made a file.  What is the file number and the contacts for "Christopher'?  This is super unprofessional. Please send all inforamtion concerning this case to me:[redacted]@gmail.com###-###-####

Initial Business Response /* (1000, 18, 2015/09/23) */
Dear Revdex.com,
Thank you for bringing the customer's 60" [redacted] television replacement concerns to our attention. We have contacted our Murfreesboro, TN store management team regarding the customer's request. The [redacted] television's Geek...

Squad Service Plan coverage allowed the store to provide an in-store voucher to replace the television up to the original purchase price. At the time of exchange, the 60" [redacted] television was offered as an option, because it provided a comparable product and met the customer's price requirements.
Sincerely,
Dean [redacted]
Executive Resolution Specialist
(612) [redacted]
Initial Consumer Rebuttal /* (3000, 20, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because I got original [redacted] tv at discounted price should not have made me downgrade to a [redacted] there was a [redacted] at store that had same features as mine and less feature then the [redacted] this [redacted] has a terrible picture compared to the [redacted]
Final Business Response /* (4000, 24, 2015/10/07) */
Dear Revdex.com:
Best Buy feels that we have fully addressed the customer's concerns that were forwarded to your office in our previous response and we maintain our position.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Thank you,
Dean [redacted]
Executive Resolution Specialist
(612) [redacted]

Initial Business Response /* ([redacted]0, 8, 2016/01/05) */
Hello Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your cancelled BestBuy.com order. I am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters.
I apologize to...

you for the cancellation, and for how your complaint was handled. I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us make decisions for the future of our company.
As I am unsure whether you still wish to re-order that Blu-Ray player, please accept a $[redacted] Best Buy gift card as resolution to this unfortunate experience. You are welcome to use that gift card toward a new order of that same item and to use the rest of the gift card as you choose, or you may redeem that gift card any way that you wish. This gift card will arrive to you at the address cited on your complaint within approximately 3 weeks.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Brian.[redacted]@BestBuy.com or to call me directly at (612) [redacted].
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am being offered a solution that seems more than fair and I appreciate that.

Dear Ms. [redacted],We have confirmed that you unit may have been approved for an exchange. You should be contacted by our store or repair team with more information and instructions on how this will process moving forward.Thanks,

Dear Revdex.com,Please let Ms. [redacted] know a representative will be reaching out from our Executive Offices to further discuss this. Thanks,Best Buy

I am rejecting this response because: It is to late for any help, I visited multiple stores, called your help line multiple times and asked for help. I have since had to open the item and just use it for school since I couldn't get any resolve by physically going to your stores or talking to your customer service line, when I asked to talk to a manager I was disconnected multiple times and never called back. I was told you don't have a corporate office or a phone number to call. I called the store multiple times was in a call queue and then disconnected multiple times after waiting for 20 minutes. I finally drove out to the store 45 minutes away and was told essentially that oh well you were busy. I will be cutting up our Bestbuy card, and I will no longer go to Bestbuy since they are to busy to care or assist. Since I have now opened the item there is nothing Bestbuy can do for me now so this can be marked as unresolved but closed. Very sad after being a loyal customer over the past years that this is how they treat people.

I am rejecting this response because:
I want to know what is being done to protect my information from the aggressive installation tech I encountered. If Kathryn cannot suffiently answer this question I will forward Best Buy's CEO

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused.  Unfortunately, we are unable to fully investigate this matter without the order information. Please have the customer provide the order number or receipt...

information so we can look into the alleged double charge of the item.  Sincerely,Kelsey F.

Hello,We have reached out to the customer via telephone and was able to explain the repair process for Samsung mobile devices to [redacted]. In the article the customer referenced in his complaint it specifies that Samsung repairs on mobile phones at Best Buy is only in select store locations. The...

article also provides a link to check the customer's area for the closest Best Buy store that offers the service. I referred [redacted] to Samsung for repairs that may be covered under the manufacturers one year warranty, as [redacted] does not have any additional protection or service plan with Geek Squad or Best Buy. Best Buy considers this matter resolved. Thank you,Anthony W.

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. If Mr. [redacted] has filed a claim with Sedgwick Claims Management Services, Inc he will need to keep in contact with them, as they have ownership of this damage claim. Unfortunately Best Buy is unable to assist with the claim...

directly.If the customer has not filed a claim with Sedgwick, we would be more than happy to assist with this, as they are the insurance company that works with Best Buy for property damages.You can contact Sedgwick Claims Management Services, Inc at ###-###-####: M-F, 8am - 4pm CST.Thank you,Best Buy

07/11/2017 To whom it may concern,Best Buy has reviewed this matter and approved a one time exception for return out of policy.  The customer has been notified that they are welcome to proceed into their local store to complete this return at their convenience.  Best Buy now consider...

this matter resolved.

Dear Revdex.com - Our records show that the store did accept a return of the HP Desktop computer that the customer references above.  We are closing our review of this matter.Regards,Amy

Dear Revdex.com,Thank you for your patience with us as we worked to resolve this issue. I received confirmation from our Geek Squad executive team that the customer's order is being delivered today, and that a [redacted] gift card has been issued as a gesture of goodwill for the delay that he experienced.Thank...

you, and please let us know if you have any questions.Best,Cassie E Exec Res Sr

Dear Revdex.com, Thank you for bringing Ms. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. In reviewing the customer's concerns, it appears that they were able to exchange the items the same day for a model they were satisfied...

with. Please note that all plan information, including billing, leasing and terms are made available to the customer before purchase, and we require signature for agreement with terms and conditions of the plan before the purchase is finalized. The customers have 14 days, day one starting the date of purchase to return a device with a plan before cancellation with penalty occurs. If the customer is not satisfied with their purchase, we encourage them to inform us during the return and exchange period of the product. At this time, Best Buy considers this matter closed. Sincerely,Kelsey F. Sincerely, Kelsey F.

I am rejecting this response because:No solution was given to my problem.  No attempt to rectify the situation was made.