Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for bringing this to our attentionI tried to call Mr [redacted] on 2/16/but I am unable to make the call with the phone number that was providedOur records indicate that the package was delivered to a U.SPost Office in Christiansted, VI and was picked upThe USPS tracking number is [redacted] I have icluded a link below https://tools.usps.com/go/TrackConfirmAction?tLabels= [redacted] Please have Mr [redacted] let us know if he has still not received the item and we will investigate further Thank you, Sincerely, Dan SBest Buy

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous responses, and we will not be providing it additional considerationNevertheless, please forward any new information and we will respond accordingly.Best, Cassie EExec Res Sr

Dear Revdex.com,An offer to replace the TV with a different brand which is more expensive then the original TV has been made to the Customer.The Customer is deciding if this is the course he wishes to take or keep the original TVBest Buy Considers this matter resolvedThank you,Larry S

Dear [redacted] - The only way to ensure that you will receive a pre-order game on the date of its release is to order it for in-store pick up The "order initiation" on October 26, is that order being readied for shipping As stated previously, we are bound by the release dates set forth by the game manufacturersWe're sorry that you were disappointed by this, however, we will not be offering any form of compensation to you.Regards, Amy C

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI'd like the check mailed to me at [redacted] Kissimmee, FL,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11415495, and find that this resolution is satisfactory to me BB handled it very well Thank you for your assistance

Dear Revdex.com, Thank you for bringing Ms [redacted] 's concern to our attentionWe apologize for any misinformation or possible confusion that may be around the enrollment and/or use of her new My Best Buy Credit CardIf you could please direct her to our website (link included below) to see the declaimers located at the bottom of the pageI have included them below as well for easy referenceGet points per $spent (5% back in rewards) on qualifying Best Buy purchases when you choose Standard Credit with your Best Buy Credit CardIf you are a My Best Buy Elite Plus member, you'll get a point bonus (an additional 1% back in rewards, for a total of 6%) per $spent when using a My Best Buy Credit Card with Standard CreditPoints are not awarded on promotional credit purchasesPurchases made at Pacific Sales Kitchen & Home Stores outside of Best Buy locations are not eligible to get My Best Buy RewardsDoes not include taxAdditional limitations may applySubject to My Best Buy Program TermsOffer valid on BestBuy.com and in select stores onlySubject to change without noticeGet points per $spent (5% back in rewards) on qualifying Best Buy® purchases when you choose Standard Credit with your Best Buy Credit CardIf you apply and are approved for a new My Best Buy Credit Card, your first purchase on the Credit Card using Standard Credit within the first days of account opening will get an additional bonus points (an additional 5% back in rewards, for a total of 10%)Points are not awarded on promotional credit purchasesPurchases made at Pacific Sales Kitchen & Home Stores outside of Best Buy locations are not eligible to get My Best Buy RewardsMay not be combined with other My Best Buy offersDoes not include taxAdditional limitations may applySubject to My Best Buy® Program TermsSubject to change without noticeMs [redacted] had the option of choosing financing OR the percentage back in rewardsAs the disclaimer states the rewards option only qualifies with “standard credit”The customer chose the month financing option, therefore she forfeited the rewards back optionAgain, we apologize for any possible confusion around thisWe ask the customer take a look at her points balance in hours to see an update we have addedBest Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your officeNevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you, Best Buy http://www.bestbuy.com/site/misc/financing-rewards/pcmcat102500050032.c?id=pcmca...⇄

Dear [redacted] ***, We thank you for bringing your concern to our attentionUnfortunately your television is well outside of our return and exchange periodAccording to our records the television was picked up at a local store as a sealed, new in box unitBest Buy is unable to substantiate the condition of the television once it left the store and was in the customer possession from pick up to nowWe apologize for any inconveniences this may causeThank you,Best Buy

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters According to our information, your order as placed on 09/27/Standard shipping was selectedThis product is currently en route to the address you provided, and expected to be delivered todayThis is well within expectations set at the time that your order was placedThe USPS tracking number for this is [redacted] You are within your return and exchange periodIf you like to process a return please refer to our return policy which is available on BestBuy.com Thank you for making Best Buy aware of this concern Sincerely, Cassie E

June 28, To Whom It May Concern: Best Buy apologizes for the inconvenience of the concerns outlined by [redacted] in her complaint to your officesThe order could not be cancelled as it was too far along in the processingThe order has shipped and will have to be returned in order for a refund to be processed as requested by Ms [redacted] Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Senior Executive Resolution Specialist Best Buy Corporate Campus Terrance [redacted] terrance[redacted] @bestbuy.com

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionWe have contacted the CX directly regarding his concernThank you,Best Buy

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Sent the following email to the customer: Dear [redacted] , Thank you for contacting the Revdex.com about your repair service 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 delays with your [redacted] laptop service repairI have checked the repair service order # [redacted] notes and found: "Unit was 2-day aired to Geek Squad City (GSC) and received there 12/23/and required parts(upper and lower case, motherboard, and DCJK) for repair were orderedOn 01/21/Geek Squad Center updated the notes saying, "the unit should be arriving to the clients address within 3-business days barring any unforeseen circumstances." Thank you again for making Best Buy 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 [redacted] Executive Resolution Specialist (612) [redacted] @bestbuy

Dear Revdex.com, Thank you for bringing this to our attentionI verified that on 4/2/2018, the Geek Squad Tech Support and Webroot Antivirus software plans were both canceledI am not sure why an email would have been promised and not followed up with, but I can assure you the plans have been canceled Sincerely, Dan S.Best Buy

10/31/2017To whom it may concern,Best Buy has reached out to the customer and worked to explain that purchases made with gift cards or store credit do not generate rewards points or count towards year to date spend for Elite or Elite Plus rewards membership, rather the initial purchase of the gift card or store credit is what counts As the customer's purchases that were in dispute had been made with a gift card that was generated off of a return or exchange, the initial purchase that was returned is what counted towards the Elite Plus status, not the purchase made with the resulting gift card That being said, as a one time exception, we have applied points to the customer's account for the disputed amount due to the misunderstanding Nevertheless, should the customer have further questions or concerns, he is welcome to reach out directly for assistance

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused the customerOur holiday return period ended on January 15th, and any return made to the store after this period was over would be an exception to this policySince this exception has already been made, we will not be refunding the existing store credit At this time, we consider this matter fully addressedSincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy has been in contact with the customer and store regarding this matterBest Buy has determined that the computer in question was brought to our Geek Squad due to a possible operating system restore/repair issueDuring initial diagnostics under the Protection Plan, the HDD (Internal Hard Drive) failed out of tests, indicating the HDD was beginning to fail when it was brought to Geek SquadThis could have caused the issues that the customer was experiencing with the operating systemAfter diagnostics, the customer was contacted and provided with options available for serviceSince the customer had not backed up their data, we offered our Data Transfer Service ($99.99), which the customer declined to pay forPlease be advised that per the terms and conditions of the plan that the customer agree to at time of purchase it is the customer’s responsibility to: “make sure to back up software and data residing on the Covered Product prior to obtaining service from us.” However in an attempt to provide excellent customer service, Best Buy allowed for a one time exception and provided an override for the data transfer feesThe computer has been sent out for HDD repairs under the Manufacturer Warranty and is currently in route back to the store, one week sooner than the estimated date of completion initially provided to the customer prior to sending the unit to serviceBest Buy feels we have accommodated the customer to our best abilities within the policies of both the Protection plan and Manufacturer’s WarrantyBe advised that Best Buy does not compensate for “lost work time” as the terms and conditions specifically state: WE WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM OUR OBLIGATIONS UNDER THIS PLANThank you, Best Buy

Dear Revdex.com,Our records contradict the customer's responseAlthough, the customer received an email of intent to bill; this does not mean that the payment was successfully processed.Can we please have the customer provide a billing statement showing the charges on his account and have the original email of intent to bill forwarded to my e-mail address? [redacted] Kind regards,Ash E

Dear Revdex.com,Thank you for bringing this matter regarding case [redacted] to our attentionAt the time of exchange on 01/30/16, our customer opted to purchase a new Geek Squad plan as the pre-existing plan was fulfilled through this exchange processAt this time, the customer agreed to the terms and conditions of this plan, which state:"Accidental Damage from HandlingSubject to the claim limits described below in Section 12(c), if during the Coverage Period you submit a valid claim notifying us that the Covered Product has failed due to accidental damage from handling (ADH), we will either (i) repair the damage using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Product with a replacement product that is new or equivalent to new in performance and reliabilityRepair or Replacement of Covered ProductsAny time your Covered Product is to be repaired or replaced in accordance with these Terms and Conditions, at our sole discretion, we have the option of: aRepairing your Covered ProductReplacement parts utilized for repair service will be, at our sole discretion, new, refurbished or non-original manufacturer’s parts that perform to the factory specifications.bReimbursing you for replacement with a voucher or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product.cReplacing your Covered Product with a product of like kind and quality and of comparable performanceIf we replace your Covered Product, the following may apply:• Technological advances may result in a replacement product with a lower selling price than the original Covered Product; • Replacement products and parts may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts; and • Covered Products and parts which are replaced become our property except where prohibited by law." The customer would have received an emailed copy of these terms at the time of the exchange, and these terms are also available through https://www-ssl.bestbuy.com/usw/termsconditions/anonymousWhile we apologize for any inconvenience this may have caused, the store is following in accordance with the agreement of these termsI have found an open service order for this tablet in question saying the product was sent to our service center for repairAs of 01/05/17, our service center has authorized an exchange for the product, and we recommend our customer reaching out to their store for further assistance if they have not done so already.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the My Best Buy certificate and open box iPad purchase request 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 reissue of the My Best Buy certificate took longer than anticipatedThe processing time to have a certificate reissued is approximately 3-business daysWhile we apologize if Mr [redacted] received misinformation on the certificate reissue request, we were pleased to hear they received an additional $certificate as a customer courtesy While we are unable to accommodate Mr [redacted] ’s open box price match request on the iPad, we will be sending a $ [redacted] Best Buy gift card from our corporate office as a customer service gestureThe gift card should be received in approximately 7-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience or concern this may have caused the customer Best Buy, like many retailers, utilizes the The Retail Equation to help prevent losses and to keep prices low and consistent for customers by detecting improper or excessive returnsIf The Retail Equation (TRE) notices a pattern with return habits, or notices the return rate is higher or consistent with purchase history, they will enlist a day warning first and a full year return ban to prevent excessive returnsThe information collected by TRE is in a very secure database that helps us validate future returnsThis information is available on BestBuy.com and can be found here: In looking at her purchase history, we do see a watch that was returned yesterday as an exceptionAt this time, Best Buy considers this matter closed Sincerely,Kelsey F