Best Buy Stores, LP - US Headquarters

Dear [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 apologize for the inconvenience and frustration that this may have caused you.   I is my...

understanding that an offer has been made to you by the Cory Co.’s insurer and that you are now in negotiations with them.  I am very sorry that this has taken so long to get to this point, but am pleased that you are now moving forward to a settlement.    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

Initial Business Response /* (1000, 7, 2016/02/10) */
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. Additionally, please accept our apology for the late response to the case; we...

just received it today.
After reviewing the customer's account, I found a check was processed on 1/5/16. The customer should have received it within 7 business days from that date. Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent a check after 3 months of waiting and continuous calling on my part. I will never use Best Buy again after this experience.

Dear Revdex.com, Mr. [redacted] will need to contact [redacted] directly in order to obtain the correct recovery media. Unfortunately, they will not provide us with the receovery media as we are not the owners of the product.  Thank you,  Dan S. Best Buy

I am rejecting this response because:
This charge was put on my best buy credit card. The card is a with best buy. They are the issues of the credit card.

Initial Business Response /* (1000, 5, 2015/08/24) */
Hello; my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.
Regarding your television; Prior to your leaving the store with your product it was checked by store employees to make certain that it...

did not have any damage, as it was an open box unit. You were advised not to attempt to self delivery the TV, as it was determined that your car was too small to safely carry the unit, and warned at this stage that we would not be able to accept return of the unit should it acquire damage during transport.
As such, we will be unable to provide a refund or n exchange for the Tv.
I apologize for your disappointment, as we truly value your business.
Thank you for making Best Buy aware of this concern.
Sincerely,
Cassie E.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/25) */
[redacted]Document Attached[redacted]
This Television was not turned on infront of me prior to leaving the store, as a matter of fact the employee told me I was getting a great deal since the box has never been opened and this is last years model and leftover stock , when that same employee opened the box and realized that indeed it has been opened and was also missing the manual he apologized and said to me I didn't realize this is the type of box that opens from the bottom thus leaving the factory seal on top and sealed, he and another employee helped me load the Tv into my vehicle and saw that it fit perfectly without it moving an inch. The doors closed with still plenty of space left between the TV and the doors. live a mile away . When I got home I had my daughter help me take it out of the vehicle and place it slowly in the living room Tv stand. The TV was never dropped or hit by any object. I had just spent $1500 why would I not take care of the investment that I just invested in? I was so excited to have it and even rented a blu ray dvd movie that same night to watch it on my new tv!, when I turned it on I was in shock!!! The out side part of the TV looks Brand new but the screen shows otherwise when u turn it on and IM 100% positive that it came from your store in this condition! I wish I would have turned it on before I walked out then I would not have to be going through all this!! you need to take blame for your employee carelessness as how they handle your equipment as I am sure this happened by either them placing it back in the box by dropping it inside or by pushing it from the backroom to the floor. I have seen your employees push TVs in their boxes from the back room to the floor with speed and carelessness. This was not caused by me in any way!!!! I handled that TV that I was so happy to have at a great deal with true care. Don't blame this on me!!! Again this TV was an open box to begin with and Maybe that was the reason it was returned and never even checked by your store!!! Why would I mishandle an expensive purchase like this that I was so happy to have gotten from you and was so excited to watch and have!!???? The outer part of the TV is in brand new condition without a scratch on it!!! if anything hit it either from your end or mine and I saw it I would not even have purchased it!!I am very picky when it comes to purchasing an item that has any kind of flaw on it. I swear if I had turned that TV on before leaving your store That picture would have been bad!!!! I never thought of doing it because I assumed you are a good reputable retailer not a pawn shop or some other so so place . Please take your broken TV back that you sold to me and admit guilt!! stop blaming it on the consumer!!! If it came back to you with any outside physical damage then yes I would take blame and I would not bother returning it but I brought it back to you in the same condition you sold it to me less than 10 hours later. I should not be begging for my money like this as your store sold me a defective item!! was the TV turned on infront of me before I bought it? no!!! The Televison was handled with great care from POINT A TO point B , I even brought it back in the same vehicle and took it out of my care with great ease to your store and when I was refused the return again I put it back with great ease in my car without it touching any parts of my car . it fit perfectly and didn't move for the ride home. Please watch how your employees move these TV boxes to and from the showroom floor , I will be happy to record them on my phone and send you some footage of how they handle your merchandise. I now ask for my money back and not an exchange as I have seen how you handle your customers. Thank you
Final Business Response /* (4000, 11, 2015/08/26) */
Dear Revdex.com,
Best Buy feels that we have fully addressed the customer's complaint in the response that was forwarded to your office previously. We have video footage of the television being improperly loaded into the car, and the damage to the screen has been evaluated and is indicative of the type of damage that would be caused by this.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Thank you for bringing this to our attention, and best regards.
Cassie E.

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach  an applicable resolution. I have emailed and left a voice message for the Customer and am waiting for a response. Warmest Regards,Best Buy

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.

Dear Revdex.com - We have reviewed the customer's order details and have found that the television that the customer purchased is currently not available. It is still being manufactured, but we do not have any in stock.   Best Buy does not guarantee the availability of any product that we...

sell.  The customer may cancel his order and purchase a different television or wait for delivery when the television is in stock.  We do not make substitutions on customer orders, so we will not be offering an upgrade.   If Mr. [redacted] needs assistance in picking out a television he can visit any Best Buy location or he can call the Home Theatre Sales department who helped him to place his current order.  Regards, Amy C.

Dear Revdex.com, Thank you for your continued partnership with this matter.  Again, we are very sorry to hear about the difficult matter regarding the customer’s rewards points.  The customer has worked with multiple teams up at corporate to address this issue prior to the Executive Resolution team being involved.  We have confirmed that the previous agents have already took action with this customer regarding the issue.  At this time we are no longer to offer assistance around the matter since it has already been addressed previous with solutions. Best Regards, Amanda H.

Dear Mr. **, We will forward your concerns back to Sedgwick for review. Since they are our team that handles damage claim concerns on behalf of Best Buy, they will be responsible for providing our final stance regarding this issue. Sincerely, Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

Dear Revdex.com,Thank you for sending this for review. I have called the customer and he has confirmed this has been taken care of. I provided the customer my contact information in case he has any further issues.Thank you,Karla [redacted]

Dear Revdex.com, Mr. [redacted] purchase a significantly reduced open box LG TV. The Customer’s sales receipt (which can be provided if necessary) clearly states that the hardware was missing from this TV when purchased, thus the reason for the price reduction.  After reviewing the matter with the...

Store Manager it was noted that the associate assisting Mr. [redacted] insists that he had made it clear that the hardware was missing.   Mr. [redacted] contacted Best Buy customer service about the missing hardware (Bag of mounting screws) and was issued a $[redacted] Best Buy Gift Card to purchase the missing hardware.  Mr. [redacted] accepted that Gift Card as resolution.  After this, the Customer continued to contact the store requesting that the TV be replace with a new in the box TV.  The Store Management declined this request, however a resolution was offered to return the TV for full credit and Mr. [redacted] agreed to that resolution.  When The Geek Squad arrive to pick up the TV, Mr. [redacted] refused to return the TV and contacted the Revdex.com. Under the circumstances Best Buy will not exchange the TV for a new in box TV.  Best Buy will offer to return the TV for full credit of the amount paid by the customer for the TV, so long as the TV is in the same condition as at the time of purchase. If the TV is damaged in any way Best Buy reserves the right to refuse the return. Thank you, Larry S.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11413582, and find that this resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because:Will wait the 5 days to see if it actually gets refunded. As I was told the same thing at least 3 other times over the past few months, and nothing showed up.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.
We have contacted the customer directly to work out a satisfactory resolution. Unfortunately, the promotional offer the customer mentioned excludes previous purchases.
Due...

to the inconvenience, we have offered a customer service gesture, which the client has accepted.
The customer has our contact information and will reach out to us directly with any further concerns.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/18) */
Dear Revdex.com,
Thank you for bringing Dr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
I have requested return labels be sent via email to the email address on the...

orders. Once the packages have been returned and contents verified, a refund will be processed back to the original form of payment.
Regards,
Kathryn
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much for your response. I have received the return labels for the online orders.
What should I do with the in-store order? I had bought a $250 Gift Card in-store (receipt attached). The manager of the store has refused multiple times to take it back and refund me.
Thank you
Bests
[redacted] MD
Final Business Response /* (4000, 9, 2015/08/28) */
Dear Revdex.com,
Our store in Coralville, IA has offered to accept the return of the gift card purchased on 8/3/15 provided the entire balance is there. The customer provided me with the gift card number and it has been locked and cannot be used. The store will accept the return for a refund until Wednesday, 9/2/15, and the end of business. If the return has not been processed by that time, the gift card will be unlocked and we will not accept the return. The customer must visit the store on [redacted], and cannot visit another Best Buy location.
Regards,
Kathryn S.

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention.
We received confirmation that the sales manager of the store spoke with the customer yesterday, and they are working on a resolution.
The sales manager has requested to be...

the single point of contact on this issue and please reach out to her with any additional questions or concerns.
We apologize for any inconvenience or frustration this has caused the customer.
Best Regards,
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Bri on the phone and I was informed they are going make sure they take care of any and all repairwork to bring my computer back into full working order the way it was previously to taking it in for a simple tuneup. She has been staying in contact with me and keeping me updated on all.

Dear Revdex.com: Thank you for sending this one for review. Our marketing and advertising campaigns are national; however, not every product is necessarily available everywhere. The various territories, distribution centers, and vendor agreements dictate product availability. Our Product Availability...

policy (http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030...⇄ states, "Product selection on BestBuy.com may vary from our stores. There may be limited quantities or we may be testing certain items in select markets. Also, we can offer a broader selection online because we ship these items directly from our distribution centers."Best Buy considers this matter closed. Thank you!

Dear Revdex.com: Mrs [redacted] has a case open already with my colleague Dean. I will reach out to him and one of us will engage the customer for an update and to bring this matter to a close. 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.         Yes I accept the businesses response. I reached out to the social media team after submitting this complaint and they were able to fix the issues that I had previously stated in my complaint