Best Buy Stores, LP - US Headquarters

Hello Revdex.com, We are following up on my previous response to [redacted]’s Revdex.com case. The inventory for the 2-items they are looking to replace or exchange is constrained and currently out of stock. We do have more incoming; however, we are unable to provide an ETA at this time. As a customer courtesy, we have refunded Mr. [redacted] for both items on SKU #’s 5929302 & 5929400 from online order #BBY01-[redacted] in the amount of $28.22.  The refund is in addition to the $** Best Buy gift card we have provided previously.  We recommend Mr. [redacted] continue to check back at the local Best Buy stores and purchase them again when available.  Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,  Steven [redacted]Executive Resolution TeamBest Buy Corporate Campus

Dear Revdex.com (Revdex.com): Thank you again for bringing [redacted]’s concern regarding the $[redacted] Best Buy gift card 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 gift card was not received. The gift card was sent to the incorrect address and returned to our corporate office.  We have requested a new $[redacted] Best Buy gift card and should be received in 7 to 10 business days. The address the gift card will be sent to the following address: [redacted] [redacted]MIRAMAR, FL  33025 Based on the zip code for Hollywood (33025), our system auto selects Miramar as per the USPS. Thank you again for making Best Buy aware of this situation.  Sincerely, Steven [redacted]Executive Resolution TeamBest Buy Corporate Campus

I am rejecting this response because:
 I am rejecting this response in regards to the following portion of "Dan S'" the following portion of Dan S' statement: "Normally we would not provide a refund if service was provided but this refund was offered as a gesture since Ms. [redacted] was not satisfied."Service WAS NOT provided, which was confirmed by their own tech Christopher [redacted] in his notes to Geek Squad/Best Buy, along with his advising Geek Squad/Best Buy that I should be immediately refunded the $99.99 bedcause no service was performed whatsoever!Additionally, I was not "informed by Mike" until after I called the Best Buy Corporate Office and insisted on speaking with someone that would finally, after two weeks, address my refund.  I spoke with "Cassie", who advised that she would handle this personally.  I later received a phone call from "Mike" who advised me that they were never even informed that I was due a refund, that he couldn't explain how this happened because it should not have happened, and I would be issued my refund.I have received my refund and the only reason I state that I am rejecting their response is because they do not have their facts correct and I want it acknowledged that they know they did not issue me the refund as a "courtesy", that it was their error that I had to go through the difficulty I did in order to receive the refund I am due, that had I not kept pursuing this I NEVER would have received my refund, and that they admit they need to ensure this does not happen to someone else.Thank you. Sincerely,[redacted]

Dear Revdex.com,            My name is Shane and I am a member of the Executive Resolution Team here at Best Buy. I am responding to the concern voiced through [redacted] regarding the return of a TV.According to Best Buy's terms of online...

use:"Information on Our SiteWe try to be as accurate as possible. However, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-free. Prices and promotions are subject to change, and may vary from those offered in our stores. We cannot confirm the availability or price of an item until you place your order. Despite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order." In an effort to remain fair and equal to all our customers, we would not be able to offer an exchange for a different model TV for the same price as the one purchased by Mr. [redacted] on his order. Best Buy would be happy to return the TV for Mr. [redacted], provided the rest of our Return Promise criteria is met, if he is still unhappy with his purchase. While Best Buy considers this matter closed, please feel free to reach out to me if any further questions arise.   Sincerely, Shane [redacted]Executive Resolution SpecialistBest Buy Corp.

I am rejecting this response because:
I am appalled and insulted at the dishonest deceitful way the problem was addressed. Their canned answer had ABSOL:UTELY nothuing to do with the fact that Best BUy has treated me with discourtesy disrepect and deceit. I am aware of their return policy and have asked - NO- BEGGED - for an appointment with a best buy technition to correct the problem.  Their 15 day return policy was not even a matter of concern.What I AM angry about is that fact that I have been cheated by a multi-million dollar sales outlet who has essentialy told me that my preacticaly  NEW [redacted] TV is now worthless junk - with NO warrenty.I have contacted [redacted] several times in an attempt to get the problem solved but to no avail. I have ghad virtually no real service from it ) apx 10-15 hours max).What is the point of buying ANY expensive brand new product - if the warranty is worthless.  BUYER BEWARE! DO NOT DO BUSINESS WITH THESE PEOPLE!No one had YET To contact me and apologise for cutting me off THREE TIME IN A ROW!If you buy a BRAND NEW car or BRAND NEW Appliance - you normally do not expect the manufacturer to service legitimate problems under warranty.  THE DEALER TAKES CARE OF ITNo one has yet to contact me to even see how they could solve my problem.   The simple truth is that Besy But WILL NOT Stand behind the products they sell unless you spend MORE AND MORE needless MONEY.No one has yet to explain just WHY they REFUSE to return my calls - as common courtesy - if for no other reason.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. Unless the customer is in a tax exempt status, they are responsible for paying taxes on purchases. This is not a fee that is implemented by...

Best Buy, as the taxes are collected by the state, not us. If the customer has questions regarding exports, we recommend he contacts the Department of Taxation for the state of New York.  We apologize if there may have been some kind of misunderstanding when the customer was in the store. Since the tax is not something collected by Best Buy, we will not be providing a refund for it.  At this time, Best Buy considers this matter fully addressed.  Sincerely,Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.

Dear Revdex.com,Sedgwick is aware of the customer's complaint, and will be addressing this directly. Thank you again for making us aware of this issue.Best,Cassie E Exec Res Sr

Dear Revdex.com,Best Buy has reached out to Mr. [redacted] and have reached a final settlement concerning this matter. A Settlement Agreement that the customer has agreed to is being sent to Mr. [redacted].Best Buy considers this matter resolved. Thank you.Larry S.

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. Someone has attempted to reach out to the customer directly via phone and email. We will continue to try and work directly with Mr. [redacted] around this, as personal information is involved. Thank you,Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention. Our team of resolution specialists were able to review the case and come to an agreement.We spoke to the customer and informed her that although she had called to renew the service, we would issue her money back to her through a check....

The customer's check should arrive in 2-3 weeks. We apologize for any confusion throughout the subscription process.Customer is happy with this resolution and Best Buy considers this matter resolved. Daniel S.

Initial Business Response /* (1000, 5, 2015/08/27) */
Dear Revdex.com.
After reevaluating Ms. [redacted]'s computer we found that her files were not able to be backed up. Though she may have found a solution online Best Buy is not authorized to utilize third party.
According to the General manager of...

the store, Ms [redacted] was refunded $212.18, and accepted this as a resolution.
Thank you for making best Buy aware of this issue.
Best regards,
Cassie E.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted],   Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I apologize for the inconvenience and frustration the matter has caused you.   Thank you for taking...

the time to speak to me last Friday and allowing me to assist you with the purchase of the TV you had attempted to purchase on sale, at the sale price. I hope you enjoy the new TV.   Again, thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved.   Sincerely,   Larry S

Initial Business Response /* (1000, 8, 2015/06/30) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your cell phone. I am Andrew [redacted] 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 you. We value feedback such as this, as it helps us make decisions for the future of our company.
Unfortunately we wouldn't be able to replace your phone or exchange it. If you go here Page 3, section B you will see
: http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek%20S...⇄
That clause states: ADH Coverage provides repair to, or replacement of, your Covered Product for damage (e.g., a cracked screen) from accidental drops and spills that arose during normal daily usage of the Covered Product as the manufacturer intended. ADH Coverage does not apply to the following: cosmetic damage (e.g., scratches, tears, dents and broken casing) that does not otherwise affect or impede its functionality or materially impair its use; damage resulting from falling from elevated heights (e.g., decks, balconies, windows); damage from being run over by or falling from moving vehicles; damage from liquid immersion/submersion; secondary damage from use other than as the manufacturer intended. We reserve the right to determine the cause of damage to the Covered Product and the applicability of ADH Coverage, based upon the condition of the Covered Product at the time of the claim.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Andrew [redacted]
Initial Consumer Rebuttal /* (3000, 19, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told when I purchased the phone, everything was covered except dropping in water. I specifically asked about dropping or damage caused by other means and I was told everything else was covered.

Dear Revdex.com: Thank you for sending this matter on for our review. While, I am sympathetic to the customer's predicament, our products come with a 15-day return promise and if no Geek Squad Protection plan is purchased, then the customer can work with the manufacturer to request service under the terms...

and conditions of their warranty. Our Return and Exchange Promise is referenced in our store, on the receipt, and published on our site: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608...⇄ Regardless, as a goodwill gesture, I have issued a refund for $100, which I hope helps this customer into another unit, since her efforts to resolve the issue via her internet provider were inconsequential. We do value her efforts doing business with us. Thank you!

Initial Business Response /* (1000, 13, 2015/10/15) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I apologize for the time that it took for this Geek Squad computer repair to be completed. The service center notates that they replaced drop-damaged...

palmrest, wifi card, power button board, and motherboard due to drop-damage, under the Geek Squad Protection plan with Accidental Damage from Handling coverage. The service center also verified that the wifi card functions correctly, and the computer was shipped to Mr. [redacted] and received on 9/11.
I understand that on 9/13, the store replaced the computer for Mr. [redacted].
Mr. [redacted], I hope that your new computer serves you well for years to come.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]
Initial Consumer Rebuttal /* (3000, 15, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I requested FULL refund and not prorated refund! But after this respond and because
I was FORCED to drive back and force to BEST BUY store at least 4 times to prove that my old computer was not working, I would like to be compensated for that too.
I'm asking for a minimum compensation for my suffering which is @400 store credit for my next purchase.
Regards
[redacted]

Dear Revdex.com,Best Buy has made multiple phone calls to the customer who has not responded.  The order # information provided is not a Best Buy order # additional information is required.  Please have Customer respond to our latest voice message.Thank you, Larry S

Dear Mr. [redacted] - We're sorry to hear that the special order refrigerator you purchased online was not available on the date that you chose for delivery.  The appliance that you chose and purchased is a Special Order item.  Unfortunately, our website allowed you to choose a delivery date...

that was not realistic given the fact that this is not a unit that we stock and that we must order it directly from the manufacturer.  Below is the information from the link on our website regarding special order items.We can see that the order was cancelled and that your money has been refunded.  Please accept our apology for any miscommunication that was created when our website allowed you to choose a delivery date.  We will be passing this feedback along to our .com team for review.Regards, Amy C. Special Order ItemsThese items are part of our expanded online selection and are not available in Best Buy stores.Special Order Delivery Appliances & TVsAn agent will call you when your order is ready to schedule for delivery.Delivery timelines may be longer than for non-special order productsWe cannot deliver to P.O. boxes or APO/FPO addresses.An adult age 18 or older must be home to sign for the delivery.Item will be delivered into the entryway of the home or garage only.Delivery does not include placement in room of choice, installation, unpacking, or recycling.Canceled or returned Special Order items will be refunded 85% of the original purchase price. SeeReturns Promisefor full details.

Dear Mr. [redacted] - We have refunded the price you paid for the GSP as one time exception as you were unable to use it.  It is the customer's responsibility to have the information regarding their purchase date and store.   We had to search for the information under a different profile to locate your purchase.   As you were unable to use the GSP, we have refunded that price to you.  The GSP expired in March of 2016 and we do not have a way to reinstate it or go back retroactively to repair your television.  This is our final answer regarding your concerns and Best Buy considers this matter closed.Regards, Amy

Dear Revdex.com,Thank you for forwarding Ms. [redacted]’s concerns to us again.We have confirmed with our services team that the email address on file was correct and that the customers received weekly email notifications instructing them to remove the device from the cloud prior to receiving the charge. Please note that depending on the customer’s settings, these emails can sometimes be routed to the spam folder. Regardless, we provided ample opportunity for the customer to correct the issue before receiving the charge. Because the customers did not correct the issue in the allotted time provided, the charge is irreversible.Best Buy considers this matter closed.Sincerely,Kelsey F.

Dear [redacted],Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I am very sorry to hear about the difficulty you are having with the Micro Soft Surface Book and I apologize for...

the inconvenience and frustration this matter may have caused you.I am sorry to inform you the item was beyond the Best Buy 15 day return policy and the return denied.  The Surface Book does have a 1 yr. manufactures warranty.  We recommend that you send the unit in for warranty repair to Microsoft. Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved. Sincerely,Larry S