Best Buy Stores, LP - US Headquarters

Dear Revdex.com,  Thank you for forwarding the customer's response. Upon further review, we have verified that the items suggested for exchange were not purchased from Best Buy/Magnolia and we are not able to assist with an exchange, return or upgrade of the items. The customer will need to contact the purchase to inquire about any warranty that may be offered for the products.  Furthermore, we have contacted with Sedgwick who handles our General Liability claims and have verified that both damage claims have been paid.  Best Buy considers this resolved and will take no further action.  Thank you.

Dear Revdex.com, Mr. [redacted] corresponded with a Brian who is a member of our Best Buy Executive Resolution Team. On 1/16/17, Brian informed Mr. [redacted] that we would need a TRE Transaction ID from when he was warned for us to research this matter further. Blackout periods last 365 days from when the...

warning occurs. We would be unable to consider an exception without this information.  It is also of note that on 1/18/17 a price match was processed on the Microsoft Surface Pro, in which we provided Mr [redacted] with a refund of $105.50. Thank you,  Dan S. Best Buy

Dear Revdex.com,   Thank you for bringing [redacted]‘s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   [redacted] has also reached out to our social media channels through Best Buy and we have worked towards a solution.  We are...

able to refund [redacted] for the products that were taken from the home and not needed.  Best Buy considers this matter closed.   Sincerely,  Scott M.

Dear Mr. [redacted] - Based on our review of the concerns that you have raised, we have made a one-time exception to our policy and have refunded the $30.00 you paid for Gamers Club Unlocked.  You should see this refund reflected on your MasterCard history within the next 24-48 hours.Thank you,Amy...

C.

Dear Mr. [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 problems you have experienced with the Ring Door Bell and I...

apologize for the inconvenience and frustration the matter has caused you.   I am sorry to inform you that this request for refund has declined due to the length of time beyond Best Buy’s written return policy.  As you have been working with the Manufacturer to resolve this matter under the Manufacturer's warranty it would be their responsibility to provide you with any refund.  If you require a copy of the receipt for proof of purchase we would be happy to email you a copy.   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

Thank you for sending this over for review. I have contacted the customer per his request and left a voicemail with my contact information. I do not have enough information to assist therefore I will keep his case open until I get a call back to help him with his issue.Thank you,Karla [redacted]

03/28/2018To whom it may concern,After review, the customer purchased an Apple MacBook Pro MJLQ2LL/A.  While this model was first introduced by Apple in Mid-2015, the serial number for the product the customer purchased indicates it was indeed produced in 2017.  We try to be as...

accurate as possible with the information we present on the Best Buy Properties. We will make reasonable efforts to accurately display the attributes of the products we sell. We do not warrant that product descriptions or other content is accurate, complete, or error free.  In this case, as the product was purchased so far outside of our return policy, we will be unable to honor the customer's request to return or exchange this product.

Initial Business Response /* (1000, 5, 2015/12/14) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com regarding your negative delivery installation experience. My name is Tyrus [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. As you requested I have refunded the 69.00 back in the form of a check to be mailed to:
[redacted]
Denver, CO 80205
Is that correct? [redacted], 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 Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]

Revdex.com:
I received a refund. This resolution is satisfactory to me.

December 8, 2016     To Whom It May Concern:   In an effort to resolve this matter I have requested a gift card for $30.00 for Mr. [redacted] in recognition of the promotion that he was referred to in his correspondence.  The gift card will be processed and mailed in the next 7 to...

10 business days.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,     Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:
No you didn't you better take care of it because they said you guess will come out and fix it and you guess can take care of the card and take care it of my credit and give me a gift card for the problem you guess didn't even take care of anything at all.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   We apologize again for any frustration the gift card process and time frame to receive the gift card has taken. After receiving [redacted]’s Revdex.com follow up, we have confirmed they have been interacting on this gift card issue with Social Media Specialist George on our Twitter responses to their concerns on the status of the $30 gift card (case #[redacted]).   On 02/02/2017, Best Buy Corporate Social Media Specialist George on our Social Connections & Innovations team has placed a new request for a $30 gift card to be sent to [redacted] and will be sent to the address they provided in the complaint in response to George. The time frame to receive the gift card is approximately 10-15 business days and currently being processed.   Again, we are sorry for the experience they encountered with our company.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attention. Please know that the customer made the initial purchase in our Franklin store, and this is where the manufacturer set up the exchange. The customer also actually contacted the Franklin store, not the Jackson store. We have phone hub stores, and...

Franklin is that store in this area, so any call to Jackson would be routed to Franklin. Unfortunately there is no way to validate what was said in the conversation. We are unsure why the customer would have called our Jackson store as they were again not the purchasing store. That being said, if the customer, for whatever reason, called the Jackson store, our Franklin hub store would have picked up which would have potentially caused the confusion. Again, we are unsure why the Jackson store was even in the equation. However, with that being said, our Franklin store's General Manager issued a $300 refund to the customer and said that the customer was very happy, and was given his cell phone number if they had any future issues. Please know that we would not be issuing a full refund of this unit as requested and feel that our store's exception in good faith was a gesture that was far above and beyond. Thank you again for allowing us to address these concerns.  Regards, Sarah L.

I am rejecting this response because:
I haven't received the reimbursement check which said would take 14 days to receive. Should arrive by end of week if thats the case. Upon receiving it I will be completely satisfied with how it was handled.

Dear Revdex.com: Thank you for sending this for a second review. I am sorry that I did not fully address the gift card fund the first time I responded, but I saw that a gift card was requested on 11/5/16 (before I reviewed the complaint).Customers typically receive their Best Buy Gift Cards within 2-3 weeks via US Mail in a plain envelope. The specific details regarding this gift card request are as follows:**11/5/16 - Gift Card Fund Requested-- Amount: $50--Mailing Address: [redacted] Tavares, FL, 32778**11/9/16 - Gift Card Fulfilled by Vendor--Sent via US Mail (no tracking available)--Allow up until 11/27/16 for delivery (standard SLA).--If not received by then, alert me via the Revdex.com complaint, and I will cancel the gift card funds and reissue the $50 as an electronic gift card. Thank you!

Dear [redacted] - We're sorry for the mixup with the Geek Squad Protection plan on your phone.  We have requested a check in the amount of $10.99 to reimburse you for the final amount that has not yet been refunded.  You can expect receive your check within the next three weeks.  Thank...

you for notifying us of your concerns.Regards,Amy C.

Dear Revdex.com,Thank you for making Best Buy aware of the complaint filed by Mr. [redacted]. Best Buy has been in contact with the customer, and we can assure you that we are taking every step to prevent similar situations from arising in the future. As a gesture of goodwill, I was able to issue a $[redacted]...

Best Buy gift card to Mr. [redacted], which will arrive via USPS within 10-14 business days.Thank you again, and kindest regards, Cassie E Exec Res Sr

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your [redacted] washer. My name is Tyrus [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. I researched your file and I did not see an extra protection plan purchased for either device, more importantly the washer. That means that the device should be covered under the manufacture warranty and whatever practices and repair troubleshooting they use would be at their discretion. With that being said I am willing to reimburse you the 310.00 you had to pay to get the unit repaired through [redacted]. At this point Best Buy Co., Inc. has no liability towards the washer.
Mr. [redacted], again I apologize for your experience, as we value your business. I hope this will be a suitable arrangement for you and 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 Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]

Dear Revdex.com,   Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear of the customers issues regarding her camera. After being in contact with the...

local store, they informed me that they have worked with the customer and have provided her a Best Buy gift card for the amount of her camera. This was done under the customers Geek Squad Protection plan. Because Best Buy fulfilled the customers plan, we will not be providing a refund to the customer.   Best Regards, Bethany H.

Dear Revdex.com, Thank you for bringing [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. After reviewing the associated repair orders, the customer does not qualify for a replacement. At this time, the camera would need to be...

bought in for service. Regards, Kathryn S.