Best Buy Stores, LP - US Headquarters

Dear Revdex.com,The Customers concerns have been resolved.The Geek Squad Protection Plan has been reinstated and her account has been updated.If there are any questions, problems or concerns, please feel free to contact us.  Warmest Regards, Best Buy

Dear Revdex.com,Best Buy has verified that the order has been cancelled and the customer was refunded appropriately. We would like to apologize for the frustration and inconvenience that this situation may have caused. Kind regards, Ash

Wednesday, July 26, 2017 3:57 PM To: '[redacted]@me.com' Subject: Best Buy Revdex.com Complaint   Hello Mr. [redacted],   Thank you for your time on the phone earlier. I am glad that you received the refund for the gift card and antivirus software on 6/14/17.  ...

As we discussed, I will be sending you a $** Best Buy gift card as a gesture for the experience. You should expect it to arrive in the mail within 2-3 weeks.   Please feel free to contact me if you need any additional assistance. Sincerely,   Dan [redacted] Senior Specialist | Executive Resolution Team

Dear Revdex.com, This insurance claim is being handled by a third party company, Sedgwick. I have been in contact with Sedgwick, who explained that this claim involves damages caused by a defective [redacted] dishwasher. As such, this claim was transferred from Sedgwick to to [redacted] on...

11/02/16, after their investigation revealed that this was a product defect claim.   Mr, [redacted]'s claims adjuster at Sedgwick has contacted [redacted] and requested a status update on his claim, and  will continue to follow up until there is resolution for Mr. [redacted]. If you need further information, please let me know. Best, Cassie E Exec Res Sr

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 me. im awaiting the gift card. It took several months for Best Buy to accept the return and send the label. Finally it appears to be resolved.  Thank you for all of your great assistance

Initial Business Response /* (1000, 7, 2015/11/04) */
Dear Revdex.com,
Shipping label returns for mobile phone are processed this to ensure that the carrier's phone is returned properly.
Best Buy mirrors the processes used but the phone carriers.
We apologize for any inconvenience or frustrations...

that this process may have caused.
Kind regards,
Ash E
Initial Consumer Rebuttal /* (3000, 9, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to AT&T it would not take that long to release the upgrade availability. Once the package arrived at their facility in Texas, it would be scanned in and a note would go into that account that the upgrade availability was restored. I put the return label supplied by Best Buy with their bar-code on it. When that box arrived that bar code should have been scanned and I am sure it was related to that particular shipment. It should not take 5-7 days, and in this case even more to respond back to AT&T that the phone was returned. With bar-codes and computerization today there is no excuse for this lengthy of a process. I am sorry that is totally unacceptable and NOT the way AT&T advised me they would do it. With a barely working phone, that left my daughter without a fully functioning phone for over 11 days from the time it was logged in to the Best Buy warehouse. She could not go and get a replacement at AT&T because Best Buy had the "upgrade" locked due to their internal process of checking the phone in. This is bad practice, it is not servicing the customer well and This entire experience has soured my thoughts towards Best Buy as a corporation. I am not looking for any money or store credit I am just trying to explain a process with returning a wireless phone. This process is unacceptable and people need to know about it. They can try and justify it any way they think, like they have "Best Buy mirrors the processes used but the phone carriers." but this is not true and people need to know about it.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the HP laptop purchase from our online store to our attention.   We called and connected with Ms. [redacted] and they confirmed the refund on the HP computer was processed and received by a...

local BB store. In addition, we will be sending a $** Best Buy gift card as a customer service gesture. Ms. [redacted] accepted the gift card as resolution.             Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

July 19, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed Mr. [redacted]’s concerns that were forwarded to your office as I contacted Mr. [redacted] via phone this afternoon and addressed the matter.  Additionally, I had a points adjustment completed to his...

My Best Buy account for the price match in question.  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

Dear Revdex.com: This matter was resolved. Mr. [redacted] escalated through our Customer Relations channel, whom partnered with the General Manager of the store. The customer was approved for a replacement per his Geek Squad Protection plan and planned to visit the store on 5/26/16. Thank you!

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention.  Correspondence has been given to our Executive Resolution Team for proper review.  At this time we are showing the order has since been cancelled and a new order has been placed for the customer at the...

agreed price.  Best Buy considers this matter closed. Best Regards,

I am rejecting this response because:
I haven't received any updates in regards to my case and still waiting for a phone call or email regarding my refund. This has been a nightmare and I just want it to end

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attention. Best Buy has reached out to the consumer and investigated their claim. Unfortunately we are unable to honor the promotion in question since the laptops did not meet the criteria for trade in. Since we could not accept the...

trade ins, we cannot provide the promotional gift cards that require qualified trade ins. Please reach out to us with further questions. Best Buy considers this matter concluded. Thank you for your assistance. Sincerely,Alex S.

Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
I was unable to locate the purchase details based on the customer's...

information. Please provide the receipt information or purchase order number details so I can further research the issue.
Regards,
Kathryn S.

Dear Revdex.com, Thank you for contacting us regarding this matter.  Best Buy reviewed the complaint presented by the customer.  The store where the purchase was made was contacted regarding the matter.  Store personnel contacted the customer and offered a resolution to the situation. ...

The customer agreed to the resolution.  Best Buy considers the matter closed. Thank you,

I am rejecting this response because:
I have been promised this three times over the last two months. I receive at least one email each day, most days two or more. When will you guarantee removal of my address? I would like a...

commitment from management and a contact to assure that harassment stops.

Dear Revdex.com,Thank you for sending this for review. I have called the customer to get the information needed to resolve this and have reached out to the General Manager and District Manager at that store. The General Manager will be working with his Sprint rep today to get this resolved and will also...

follow up with the customer to let her know it has been taken care of. This has been documented under case # [redacted].Best regards,Karla [redacted]

Dear Revdex.com, Thank you for bringing this matter to our attention.After reviewing Mr. [redacted]'s past cases, I found that on 11/26/2016 Mr. [redacted] called and spoke to agent MariaTeresa, who explained that he need only reship the product back with the label that was sent to his email address to...

receive a refund.In order to receive a refund, Mr. [redacted] must utilize this shipping label The email address it was sent to was [redacted]@outlook.com. Thank you again for bring this matter to our attention. If you or Mr. [redacted] have any questions, please let us know. Best,Cassie E Exec Res Sr

Dear Revdex.com,Thank you for sending this for review. I have called the customer and was given the information that he is unable until next week. I emailed customer my contact information and let him know I will be handling his case and advised him to call me when he gets the chance. I have already...

started looking into his order and currently partnering with our partners to see we are able to resend him the code. I will be providing this information to the customer once he contacts me.Thank you,Karla B.

1. When I located the charges on my account I called into the customer service and they were unable to locate me under my name, addy, or phone number. When I gave them my card# they immediately found it under the name Judith L [redacted]. They informed me that my card was being used FOR HER iphone / applecare that was paid for by her and picked up by me.2. Read your own receipt and understand that the first phone is a AT&T iphone 6s GOLD, then an Applecare+ monthly charge FOR THAT PHONE. Next you'll see my phone (which I paid for at the store) At&T Iphone 6s 64GB Space Gray. The applecare is clearly inline with her iphone.  Again this is roughly $64.00 that you as a billion dollar company are fighting me over when clearly it was a simple mistake by a team member. And to put it in perspective this last weekend my family and I went to your store on Williams Field and the 202 with the intention of buying a $1700 laptop, but because of this I just couldn't justify giving your company anymore money, as I simply can't trust you to do the right thing when issues come up.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the online order experience to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. After...

receiving Ms. [redacted]’s complaint, we partnered with our online support team and the account issues have been corrected for Ms. [redacted] to place a new order.   We called and emailed Ms. [redacted] a $50 coupon code as a customer courtesy discounting the item to the previous sale price in placing a new online order.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus