Best Buy Stores, LP - US Headquarters

Dear Revdex.com - Our records indicate that the customer's order was shipped on December 11, 2017 via UPS Second Day Air and was delivered to the customer on December 13, 2017.  Best Buy considers this matter closed at this time.Regards, Amy C.

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed. We are aware of an issue within the Trade In application where not all tablets are listed. Stores have an option to work around this. Best Buy has offered to work...

with store towards system work around but no response was provided from client.
A solution was offered to client but refused. The store has offered the same dollar amount of the original promotion towards the qualified device. We would suggest the client visit a store to have the offer honored.
Best Buy will take no further actions on this matter,

Dear Revdex.com, Thank you for your continued partnership in this matter.  At this time we have reached out to the customer and came to an agreement to resolve this for the customer.  Best Regards, Amanda H.

Initial Business Response /* (1000, 10, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this to our attention. Best Buy does have a procedure in place to pick up or drop off products at our local Geek Squad precincts. We are very disappointed to hear that the customer was let down and we...

apologize for any inconvenience caused. Our records indicate that the service has been completed as of 12/31/15. Best Buy will not be able to refund the tech support plan used to repair the computer because service has been rendered.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly
Thank you.

Revdex.com,  Thank you for bringing this to our attention. Please know that we apologize if the contract was missing from the customer's email. This is not a known issue; all of our customers have been receiving their contract attachments as normal. While I cannot say why this happened to Miss...

[redacted], I would have been happy to assist with a copy of these as promised; however the customer has returned her phones at this time.  Thank you for allowing us to address these concerns.   Regards, Sarah L.

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 new informatio and we will respond accordingly. Kindest regards,Cassie E. Exec Res Sr.

Dear Revdex.com,Thank you for sending this for review. I have looked into the customer's interactions and see that he reported this on 02/12/17, unfortunately the gift cards were used on 2/11/2017 and at that point were already at a $0.00 balance. Although Best Buy has a process we follow to report any...

lost or stolen gift cards we will freeze (cancel) the gift cards and will reissue it with whatever the remaining balance is. Best Buy is not liable or responsible for the funds after it has been used as we treat gift cards like cash. The following link will answer any gift card questions --> http://www.bestbuy.com/site/help-topics/gift-cards/pcmcat203400050004.c?id=...⇄ are extremely sorry and do not wish any customer to be victim of fraud and we try our best to cancel the gift card before it gets used unfortunately it was too late in this case.Thank you,Best Buy

Initial Business Response /* (1000, 7, 2016/01/28) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with your Galaxy S5 phone and the protection plan. I am Larry S with the Executive Resolution Team at Best Buy...

Corporate Headquarters.
I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation must have caused you. We value feedback such as this, as it helps us make decisions for the future of our company.
I am pleased that arrangements have been made at Best Buy Store [redacted] to exchange the phone and have the protection plan added properly.
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

I am rejecting this response because:That is not what sales rep explained to us on the purchase date and the sales person or Manager April when I talked to her about this issue and she explained there is 5 different plans and that mine should cover the compressor and other issues and I think your employees should be sure exactly which plan they are selling to customers and not just explain best plan but put other plan in computer that rips off the customer.That is not the plan that was explained tome and my husband nor was it what the Manager told me when I called back in.I feel this is a bate and switch to rip off customers and I think this should be further addressed.

I am rejecting this response because: This product has not been used and Best Buy should be able to offer in store credit like all other stores.

Dear Revdex.com,Thank you for bringing Mr. [redacted]'s concern to our attention. We have redirected this to our claims adjuster, Sedgwick, who is overseeing this concern. They have been in contact with the third party involved and are aware the inspection of damage is taking place today. Sedgwick will...

be monitoring the situation to ensure the customer's concern to addressed correctly.Thank you,Best Buy

11/13/2017To whom it may concern,Upon review we have determined that this item is defective with a fractured/cracked display panel.  However, it does not appear the device was abused or misused in any way and appears to be free of damage.  We have therefore concluded the device to be...

factory defective and approved a return.  The customer has been provided with a return label as the item was ordered through our website.  Should the customer have further questions or concerns, please feel free to reach out directly.

Initial Business Response /* (1000, 9, 2016/03/23) */
Dear Revdex.com: Thank you for the referral. Best Buy reviewed this matter and reached out the appropriate resources to investigate and seek proper resolution. I have been advised that as of this morning, our assistant store manager (ASM) worked with...

our Comcast partner, whom was able to fix the billing issue for Mr. [redacted]. The ASM advised me that he called Mr. [redacted] today and left a voicemail, asking that he call him back if he had any further questions or needs. to call me back if he had any questions. Compensation for the customer experience is not managed via the Revdex.com cases to Best Buy; therefore, the billing issue being resolved qualifies this complaint as closed. Thank you!
Initial Consumer Rebuttal /* (2000, 11, 2016/03/24) */

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding our price match policy in matching competitor’s to our attention.   Our price match guarantee can be found at the following hyperlink from our website in addition to having it posted in...

stores at our checkouts:   http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄   As per our price match guarantee in the above hyperlink, Quill is not listed as a competitor we would match. Regarding Wal-Mart, would be a retailer we do match whether it is their “Brick and Mortar” stars or their online store. When investigating Wal-Mart’s price, their current or listed price is $149.99. The price can be found at the following hyperlink when you click on “Add to Cart”:   https://www.walmart.com/ip/Samsung-BD-J6300-ZA-Blu-Ray-Disc-Player/52873931   Our current website pricing of $149.99 on the Blu-Ray DVD player (model #BDJ6300) is found at the following hyperlink:   http://www.bestbuy.com/site/searchpage.jsp?st=bdj6300&_dyncharset=UTF-8&id=pcat1...⇄   Based on our investigation, we would be unable to accommodate Mr. [redacted]’s price match request.   However, as a customer courtesy, we will be sending a $[redacted] Best Buy gift card from our corporate office. The gift card should be received in approximately 7 to 10 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I have reached out to our Geek Squad City to track down the current status of the original hard drive and should have an update early next week.    I have connected investigated the customer's concern.  An employee of [redacted] brought the computer into our Littleton, CO...

store, and the GS staff was able to transfer all of the information they could find within CDP standards.  A total of 15.6gb of data was located and 15.6gb was transferred.  The employee then discovered two files that they could not locate, and contacted the store.  Store invited the him back in the store to help locate the files, but were unsuccessful.  For customer satisfaction, the store refunded their money for the data back up.   It was after that, Mr. [redacted] contacted the store and demanded the original hard drive back.  Unfortunately, his employee did not inform the store that there were a couple of files missing until after the original data service transfer was completed, and the original hard drive sent back to the store.    Thank you,     Dean [redacted] Senior Executive Resolution Specialist

Dear Revdex.com, Best Buy feels that we have fully addressed the customers 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, When the agent originally quoted the customer he was unaware that this TV was an exclusive branded TV which Best Buy will cover the Manufacturer’s warranty.  On 1/11/17 the customer was given a new order that is set up with the correct information and is scheduled for 1/21/17. ...

Best Buy will honor the warranty and repair or exchange the TV as needed at no charge to the customer. Best Buy considers this matter resolved. Thank you

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.As a one time gesture of goodwill, I have reissued the 55.00 My Best Buy certificate. This will expire on the date shown on the certificate itself (which can be viewed via BestBuy.com) and will...

not be eligible to be reissued. Best Buy will be unable to reissue any expired certificates going forward. Thank you for making Best Buy aware of this concern.Sincerely,Cassie E. Exec Res Sr

Hello Revdex.com, Mr. [redacted] has already returned the lap top to one of our store locations and received a full refund. Best Buy considers this matter resolved. Thank you,Anthony W.

Revdex.com, Thank you for bringing this to our attention. Please know that I personally connected with the customer, and was able to remove The Retail Equation warning. The customer is now free to return or exchange the unit within policy. Thank you again for allowing us to address the customer's concern....

 Regards, Sarah L.