Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/06/12) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the refund for order number BBY[redacted]. My name is [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 will be happy to refund you the amount of 29.99 for the Black Titanium Internet security. The card numbers ends in 0788, is that correct? Please let me know.
[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 [redacted].[redacted]@bestbuy.com
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/03/01) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
The monthly charges were for a Geek Squad Whole Home Support service contract; this was a monthly-billed service contract for computer tech support....

This was a Geek Squad service that was sold to Mr. [redacted] by a third-party vendor.
The vendor would go through a multiple step verification process in order to confirm that they were speaking with and signing up the correct client for the contract. The steps involved included a disclosure being played which clearly stated that the plans are through Geek Squad and will be billed separately from their contract with the 3rd party vendor. The client would then be notified that the charges will continue until they call and cancel through Geek Squad. The client would then be required to provide their credit card information again (or a separate credit card number) for Geek Squad billing, and then would have to enter their ZIP code into the phone as a digital signature and verbalize their ZIP code for confirmation of agreement. Phone calls such as this were recorded but Best Buy no longer has access to them.
As an exception, I am honoring Mr. [redacted]'s request in the form of a $299.85 check that will arrive to the address cited on this complaint within approximately 3-4 weeks.
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 /* (2000, 9, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to the terms that I will be refunded the money that the Geek Squad owe me (299.85)

Dear Revdex.com,Thank you for bringing Ms. [redacted]'s concern to our attention. Since we will be asking for private information to look further into this, we will be contacting the customer directly. Thank you,Best Buy

Dear Revdex.com - We have reviewed the customer's concerns along with the order he placed in April.  It does appear that there was a shipping error that resulted in Best Buy opening a lost package claim with UPS.  Our normal protocol is to wait for a response from UPS regarding their...

investigation, however, I made an exception and issued a full refund to the customer.  I called him and left a voicemail outlining what I have shared with you.  Best Buy will be closing its investigation of this matter at this time.Regards, Amy

Dear Revdex.com,   Thank you for bringing Mr. [redacted]‘s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   We have spoken to Mr. [redacted] and located a way so he can access his account.  We have sent him a temporary password...

for him to log in and then change.  Mr. [redacted] has my direct phone number and email address for future concerns.  Best Buy considers this matter closed.   Sincerely, Scott M.

I am...

rejecting this response because:
This is an unacceptable way to respond to a customer that just spent $6,000+, was stood up twice on delivery dates, was ignored and insulted by store managers, has spent a dozen or more hours on the phone trying to rectify the problem and is still having to wait two additional weeks to replace a damaged refrigerator. Initially I would have been satisfied with an apology and a 10% discount for our inconvenience. Following the grammatically horrific response sans an apology, I am requesting a 20% discount.

Dear Revdex.com, Best Buy feels that we have fully addressed Ms. [redacted]'s concerns that were forwarded to your office in our previous response and we maintain our position. Thank you,Gail D.

Thank you for calling attention to this one. I have reviewed his complaint, as well as all relevant case notes. I confirmed that our Web site did indeed mix up the ** Oven Range and ** OTR Microwave, displaying the oven range image and description with the OTR SKU and price. This error has since...

been corrected.   I can appreciate how frustrating this experience has been. While Best Buy tries to be as accurate as possible, we do not warrant that product descriptions or other Site content is accurate, complete, reliable, current, or error-free, per our Site Conditions of Use > Errors on Our Site (http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat2044...⇄ Best Buy is not obligated to honor such mistakes; however, our Return/Exchange policy protects customers, allowing them the opportunity to seek a refund or purchase/exchange for a new product. ·         The normal return process allows the customer to bring the product to a store or receive an e-mailed return label to print and bring the product to a UPS facility. ·         The ** Range (Model: [redacted] | SKU: 4656011) the customer sought to purchase retails for $1899.99 and is on sale now for $1599.99. Mr. [redacted] paid for and received an ** -Over-the-Range Microwave (Model: LMHM2237BD | SKU: 4653032) for $449.99. Due to the numerous contacts and length of time to resolve, I requested a UPS call tag for the microwave, at Best Buy’s expense, despite it being beyond the normal return period. ·         Once my team processes the request, they provide the UPS tracking number (within 1-2 days). ·         UPS makes three pick up attempts and we cannot request specific days or times. ·         Once retrieved, UPS ships the product to our warehouse, at which point, a refund will be processed. Best Buy cannot offer the ** Range for the price of the ** microwave. However, as a customer service gesture, I am requesting a $[redacted] Best Buy e-Gift Card be e-mailed to Mr. [redacted] at [redacted]. It will arrive in 2-3 business days and can be used online or in store. Kayla [redacted] Executive Resolution Specialist

October 12, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as it is my understanding that the product in question has since been exchanged at one of our store locations.  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 Ms. [redacted],We're sorry to hear that you are unsatisfied with the support thus far. We would advise that you contact Geek Squad Remote Support at ###-###-#### so that our agents can assist in working towards a resolution under your contract.Thanks,

Dear Revdex.com, Thank you for bringing Mr. [redacted]'s concern to our attention. We are very sorry to hear of the issue around the Trend Micro Internet Security. This is a situation where we would direct Mr. [redacted] to contact Trend Micro directly. I have included a link below to their support. Best...

Buy will not be offering a refund as the laptop in question is outside of the return period. Best Buy is happy to provide technical support for our customer, however this is a software related issue and not covered under manufacturer’s warranty. It is a paid service as the customer was informed. Since Geek Squad did not perform the installation of the software, we are unable to verify if this was installed properly. Again, we direct the customer to reach out directly to Trend Micro for further assistance. Best Buy feels that we have fully addressed Mr. [redacted]’s concerns. Best Buy has provided our final stance and that stance remains the same.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.  https://esupport.trendmicro.com/en-us/home/pages/technical-support/internet-secu...⇄ Thank you, Best Buy

Dear Revdex.com,Thank you for bringing this matter to our attention.  We have reviewed the previous interactions the customer had with Best Buy and have determined a price match should have been honored for this request.  We will apply a refund of $110.42 (The difference in price ($102) plus...

the difference in tax ($8.42)) which will go back to the credit card used to make the purchase.Thank you,David M.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s [redacted] TV purchase concerns to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. We have contacted Mr. [redacted] directly...

and provided an amicable resolution customer accepted.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,I have included a copy of the service order that [redacted] signed when picking his computer up from the Geek Squad in April of 2017. This particular repair actually had a 30 day warranty, which the customer signed off on.  This information can be found highlighted under number 14 in the Terms and Conditions. As this repair was performed 10 months ago Best Buy will not be providing any further services at no charge. If [redacted] feels the hard drive itself is defective he may contact Western Digital directly regarding the maufacture warranty on their item. Due to this signed agreement, Best Buy does consider this matter closed.Thank you

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.Thank you very much for the help![redacted]

Dear Revdex.com,We have record of two orders for this customer from our eBay store. One order was for Dragon Quest VI: Realms of Revelation which was $14.99 before tax. The other order was for Hello Kitty: Kruisers with Sanrio Friends which was $19.99 before tax. Our records show both orders were cancelled and have been refunded.Best Buy considers the matter closed.Regards,Kathryn S.

Dear Revdex.com - We are unable to find any record of a mobile phone purchase made by this customer, nor are we able to see any record of the customer contacting us regarding a problem with a cell phone. We will require more information in order to address this customer's complaint.  Perhaps the...

customer can provide us with the Customer Service PIN number from the bottom of her receipt.  We are happy to review the customer's concerns once we have this information.Regards, Amy C

Initial Business Response /* (1000, 9, 2015/11/24) */
Dear Revdex.com,
Our Geek Squad Covert Operations determined that the software installation and services Mr. [redacted] received would not have caused a hardware failure.
He would be responsible for the cost of the repair as the computer is three...

years old and outside of manufacturer's warranty. We will have to send the computer out for repair since hard drive cannot be replaced at the store level.
Thank you,
Dan [redacted]
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 11, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Best Bey Executive Resolution Team are not giving a resolution. We have had our lap top serviced via internet and even had the hard drive replace by them less than a year. We follow their recommendation and have the unit serviced every month to make sure the unit would functioned to its optimal function. Overtime they service the unit they do a diagnostic test to see if the hard drive is working appropriate and repair any issues with the hard drive. This was also the case of the last Geek Squad encounter until they ran a diagnostics and erase files and programs and after they performed that function the computer never turned on.
Final Business Response /* (4000, 13, 2015/12/07) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position.
Mr. [redacted] would be responsible for the cost of the repair.
Thank you.

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.

The coverage under this Plan is effective beginning on the date of purchase or on the date the original product was delivered to the customer and expires two years from this...

effective date. In this case, the Plan started on the delivery date of 12/01/2013. This Plan is inclusive of your product's manufacturer's warranty; it does not replace your product's manufacturer's warranty, but it does provide certain additional benefits as listed within this Plan during the term of the manufacturer's warranty.
We have confirmed that the Geek Squad Protection Plan that the customer purchased was completed in full on 01/01/2016.
For more information on the Geek Squad Protection Plan Terms and Conditions and the beginning date of coverage, please follow the link below.
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Best Regards,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it ran concurrent with the mfr warranty, I SHOULD have been told that at the time of purchase because then I wouldn't have WASTED the money purchasing the extended plan, which was/is basically a useless purchase and just another way for Best Buy to mislead people and get them to spend more money on something th at they really don't need. In my opinion this is no way to do business, I think that you should be HONEST with consumers. Also to not want to do something to make this right (especially for something that clearly was mot of my own doing) for a loyal customer is shameful and just proves that they in fact DID mislead me when I purchased the extended plan. Again I will never shop at a Best Buy ever again because of their DISHONEST, MISLEADING "business" practices and will tell everyone I know to not shop there anymore as well. I will also be contacting my local television stations consume protection people to let them know about this as well so that someone else doesn't get taken advantage of and spend money that they really don't need to because Best Buy just cares taking people's money rather than providing a legitimate service that you paid good money for. I still expect them to step up and do the right thing.
Final Business Response /* (4000, 9, 2016/01/22) */
Dear Revdex.com,
We are sorry that the customer feels that they were not told at the time of purchase about the terms and conditions of the Geek Squad Protection Plan. The customer's purchase was made online and accepted the terms and conditions upon purchase.
With that being said, we have processed an exception refund for the Geek Squad Protection in the amount of $73.91($69.99 + $3.92 Tax).
The customer will receive the credit within 3-5 business days and we now consider this case closed and will take no further action.
Thank you,

June 1, 2017     To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as it was explained that the original form of payment was considered lost or stolen and we can offer no further resolution regarding this...

matter.  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