Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
I do not accept the response that Best Buy has sent me I don’t believe that they are looking at the call properly seems to me like they are just avoiding this issue I’ve been a loyal customer for over 10 years this attitude is unexceptionable I need my issue resolved I called on jan 31,2018 please Revdex.com help me resolve this issue it’s not fair that I called on time my payment wasn’t processed correctly so now I’m screwe due to one single employee that couldn’t do there job right

Dear Revdex.com, There has been a technical issue with multiple authorizations showing up for some customers with monthly billing plans. This problem has been corrected but it may still take some time for the authorization to expire and fall off.  If this is a debit card it may take longer for...

the authorization to expire.I did verify that [redacted] only has one Geek Squad 24/7 Support Plan and the Webroot Antivirus. The Geek Squad plan will normally charge $7.47 per month while the Webroot will charge $3.19 per month. It may show up as one charge for $10.66. Thank you, Dan S. Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the ** TV repair or replacement request to our attention. When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad...

Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy – and available on our website too.  The GSP T&C states the following under “Exclusions to Coverage:” a. extreme environment (including extreme temperature or humidity), external condensation, mold, immersion/submersion in liquid (e.g., pool, bathtub), lightning, fire, flood, insect infestation, rodents, war, terrorism, computer software related failures, Acts of God or other external causes, or use not as the manufacturer intended, as stated in your manufacturers warranty; k. If the use of the Covered Product is not consistent with either its design or the way the manufacturer intended it to be used, e.g., humidity damage on TVs not designed for outdoor use; The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarification. Mr. [redacted] states our Geek Squad did not mount their TV and when out to their home on 5/9/16 (work order #31999168), the Geek Squad agent noted the following: “TV is mounted over 12ft high on the back porch in an open area. Exposed to open elements and that voids the GSP. I can see traces of the rain drops on the screen.” The ** owner’s manual can be found at the following hyper[redacted] and includes information on how to mount and to avoid TV being exposed to rain or moisture: http://www.lg.com/us/support-product/lg-50LB5900 We apologize if there was any miscommunication between Mr. [redacted] and the St. Louis store (#[redacted]) employee with whom they dealt. While there is no way for the corporate office to determine what was specified between Mr. [redacted] and the sales associate involved regarding the GSP coverage benefits at the time of the sale, we do appreciate being made aware of this particular experience.  Based on the T&C of the GSP plan and ** warnings they note in their owner’s manual, we would be unable to accommodate Mr. [redacted]’s repair or replacement request under the GSP plan. Mr. [redacted] has the option of returning to the store and requesting a prorated refund for the remainder of his GSP.     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 sending this over to our attention. Our return and exchange policy is designed to keep prices low and prevent unnecessary returns. Near the bottom of each receipt, the following is printed: Valid ID is required for returns or exchanges. ID info may be stored in a secure,...

encrypted database used for tracking returns & exchanges. Best Buy reserves the right to deny any return. Full return and exchange policies are online at www.BestBuy.com.   Additionally, on under the Return & Exchange Policy heading, the following is displayed: Why We Need Your ID Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchase. Reimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursed. We accept U.S., Canadian, and Mexican Driver's Licenses; U.S. State ID; Canadian Province ID; Matricula Consular; U.S. Military ID; Passport; U.S. Laser Visa; and U.S. Permanent Resident Card. Our third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returns. If we caution you or deny your return, you may request a copy of your Return Activity Report by calling ###-###-####.

I was contacted by Matthew, who closes out escalation issues. He discovered that Ashley, who was assigned to handle my refund of the original order, had not refunded my total amount that was charged to my debit card, and she did not initiate the refund of the amount charged to my Best Buy credit card. Aside from Ashley's total disregard for customer care and complete incompetence, Matthew was a blessing and bright light at the end of the tunnel. He immediately took ownership of situation and apologized for all that had gone wrong. Also he refunded the additional $88 dollars that Ashley had shorted me on my debit card, and finally refunded the other $600 back to my Best Buy credit card. His care and work ethic made me want to place my order again with him, and give Best Buy another chance to make things right. So I asked him to redo the order, to which he was able to provide a $100 discount.  On the delivery date, I received a call from Randy the deliveryperson. He was extremely nice and understanding of the level of detail and care to which this situation demanded. When he arrived he and his partner Delan were very personable, considerate, and dedicated to getting the job done correctly and without hiccups. They toom their time and installed my washer and dryer the right way. Randy even went the extra mile by reconnecting my dryer door to swing in the opposite direction so as not to hit my washing machine when opening. I also received an additional call from [redacted] S., who also offered to send an additional $100 Best Buy gift card to use on a future purchase.   I am extremely happy and satisfied with the way Matthew, Randy, Delan, and [redacted] handled this second effort for Best Buy. They have restored my confidence in you organization, and I recommened that they all be rewarded, compensated, and commended for doing so. I also recommend that Ashley either receives additional client care training immediately, or be immediately let go.

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 about the described difficulties experienced with the phone the...

customer purchased.  The phone listed on the receipt is a universal IPhone, meaning it is not linked to a carrier at the time of purchase.  The phone needs to be unlocked by the carrier it is locked to not the vendor.  In our return exchange policy the customer has 14 days from the time of purchase to return or exchange their purchase if it is not going to work for their needs.  We sincerely apologize about the experience but Best Buy is unable to offer further support on this matter. Best Regards, Amanda

Dear Revdex.com - These issues are handled exclusively by the Appliance Customer Care team.  The customer is welcome to re-escalate if her issues are not addressed.Regards, Amy C.

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional consideration. We encourage the customer to review the conditions of use for our website. We do sincerely apologize for any disappointment or frustration that this situation has caused. Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted]’s concern regarding the Microsoft Surface Tablet purchase from our Burbank store (#[redacted]) 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 Surface Tablet serial # Ms. [redacted]s wished to return did not match the serial # on the purchase receipt, the return was denied However, we fully investigated the serial # on the unit Ms. [redacted]s had in their possession with Microsoft directly. Based on our investigation, we were unable to verify the serial # they received. For resolution, we have agreed to have Ms. [redacted]s bring back the Surface Tablet and our store will accommodate a return/exchange or refund. Thank you again for making Best Buy aware of this situation. Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Dear Revdex.com, Thank you from bringing this matter to our attention. Please know that we have contacted Ms. [redacted] and we sending a $[redacted] check to resolve her issue. Thank you.

Dear Revdex.com,Best Buy feels that we addressed this issue effectively in our previous response, and we will not be providing it additional consideration. Nevertheless, please forward any new information and we will respond accordingly.Best,Cassie E. Exec Res Sr

Thank you for sending this for review. I have already been working with the customer since 12/01 when she called in and I offered to reimburse her the difference when paid for a different computer in store. I have requested an expedited check to the customer and she should receive it in 3-5 business...

days. The check amount is $250.Sincerely, Karla [redacted]

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this issue has been brought to our Executive Resolution Team for proper review. Unfortunately, as we are beyond our allowed 15 day return/exchange time period, Best Buy is unable to provide a...

refund for this device. While our Geek Squad may have deemed this unit as defective in the mentioned service order, [redacted] has not authorized Best Buy to perform returns or credits for this product on their behalf. As [redacted] remains the manufacturer of this device, and not Best Buy, we would strongly recommend our customer reach out to [redacted] for more support with this monitor as this device still remains under their stated manufacture warranty. We sincerely apologize for any frustration and inconvenience this may cause. Best regards, Shane M. Executive Resolution Specialist Best Buy Co. INC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11598241, and find that this resolution is satisfactory to me.

September 8, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted] P [redacted]’s concerns that were forwarded to your office as she has been informed that the transaction in question is too far outside of the return/exchange period and outside of the time...

frame for any changes to their service agreement.  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

August 18, 2016     To Whom It May Concern:   Best Buy apologizes for the inconvenience described by Ms. [redacted] regarding her appliance purchase and installation.  The installation has since been scheduled for August 19th and our agents are continuing to work with her directly...

for a resolution. 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, Thank you for bringing Mr. [redacted] concern to our attention. It appears the first check was mailed to the wrong address in St. Louis, MO. We have cancelled that check and are creating a new one to the Cedar Hill, MO address. We do apologize for this and Mr. [redacted] can expect to see this...

around 7-10 business days.  Thank you,Best Buy

Dear Revdex.com. Thank you for this information. I have reviewed the matter and I see that the order was cancelled and that no charges exist at this point. The customer called back to have the order replaced and was given a discount due to the inconvenience. If there ate still unresolved charges on her...

account that I cannot see in my system, she may respond and I will contact her via e-mail requesting she send me her bank statements reflecting this and then I will be able to investigate with my internal financial teams further.

Dear Revdex.com - We have reviewed our contact information for this customer and are unable to find any active Reward Zone accounts that may have issued a certificate in February.  If the customer is able to provide us with a membership number we are happy to review that account for any certificates...

that may have expired recently.  However, without an active Reward Zone account, we are unable to honor the customer's request.  Regards, Amy

Dear Revdex.com, The customer has indeed been contacted and has accepted a replacement of the unit in question. Best Buy feels that we have fully addressed Mr. [redacted]'s 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,Best Buy