Best Buy Stores, LP - US Headquarters

Dear Revdex.com - We have reviewed the customer's concerns with the store the customer referenced in his complaint.  The Nintendo Switch consoles that the store was holding were being held until the following day as they were listed in our sales flyer and policy states that we must hold this product...

until the day that the sale starts.  The customer could have come back in the following day to make a purchase, however, we are unable to hold product for customers in situations such as this.The store may have units still available and has the customer information.  They will be reaching out to this Mr. [redacted] if they are able to assist him with his desire to purchase this item.Regards, Amy C.

03/28/2018To whom it may concern,Best Buy remains of the position that this would not be eligible for return or exchange as it is outside of the return window for this purchase.  Furthermore, we understand Apple is able to provide customers with information about when the product version was initially released, however this is not indicative of when the individual unit was manufactured.  Additionally, as this product is still in production and available for purchase, and covered by support from the manufacturer, it would not at this time be considered obsolete.  Should the customer have documentation that the device was produced in 2015 we would be happy to revisit this matter.  However, at this time our position remains unchanged and we consider this matter closed.

Dear Revdex.com and Ammon,Thank you for bringing your concern to our attention.I was able to pull up the previous return in the TRE system. It does show that your warning has been removed already.  You will be able to process at least one more return. At that point a new warning may be place on your...

account but the bundle you were concerned with, will be able to be returned.Please let us know if you have any other questions.Thank you,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. I have received refund. Thanks

Dear Ms. [redacted] - Thank you for your feedback regarding the USB Bluetooth Adapter that you purchased on January 1, 2017.  We are aware that there is an issue with the functionality of the adapter working with Windows 7 and are sorry that this issue affected you.  I can see that you have...

already been issued a credit for the item.  Please rest assured that our team is working to correct this issue as quickly as possible. Regards, Amy C.

I am rejecting this response because:
The response I got is very disappointing.As I stated, the product shows repeatable evidence of its defect, which will NOT happen with normal use. Since it is a defected product and I bought it directly from Best Buy, I should be able to return this product.I cannot believe how the "one year is calculated". It is not the date I submitted the complaint when the problem with the macbook happened. As I said, this is not a defect that can ruin the macbook in a short time. It pose potential danger to the machine's life and function. And it is not very easy to detect. It is after my comparison with many of my friends' same product when I confirm it is the machine's problem. I did not buy the macbook from an Apple store and there is not an Apple store near me. Best Buy (the seller) should be the one that if they think it is Apple's responsibility.Best Buy (the seller) should show the right attitude as large company. Can "one year" be an excuse of rejecting to address a defected product problem?

Dear Revdex.com, I have reissued the $50 in certificates again due to the circumstances. They should be available within the next 72 hours. Thank you, Dan S.Best Buy

I am rejecting this response because: Best buy advertises 48 hours which does not mean 7-10 business days. This means two 24 hour period which is 2 days. This is clearly false advertisement and is of great inconvenience to me. It is unacceptable to accept this response as a fair resolution especially when the guest representative misinformed me that the original certificate was sent. It is also unacceptable for it to take 7-10 business days for a gift certificate to be sent via email when it is advertised 48 business hours. This is not good practice. I want my certificate to be expedited and gift card to be expedited if no further incentive will be offered for this inconvenience.

Initial Business Response /* (1000, 11, 2015/09/09) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
While I am not familiar with the details of the advertisement or promotion that Ms. [redacted] describes, Best Buy does have an electronics trade-in...

program with details available at BestBuy.com. Periodically Best Buy will also run trade-in promotions that vary from promotion to promotion. Aside from this, the return and exchange policy is printed on our store receipts, and a Geek Squad Protection plan is not refundable for any time that the coverage was in effect. As the Geek Squad Protection plan has expired, no refund is available on that plan.
Ms. [redacted], I apologize for your disappointment, as we value your business.
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 /* (3000, 13, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, it took them too long to respond. He is unfamiliar with all of the promotions meaning he is not qualified really to resolve issues. What the corporate says and what the store says are totally different answers. If there are trade in promotions, why would a Mac less than a year old be worth nothing? Their geek squad protection system is incompetent and filled with many errors. We do not need another Mac now. We purchased one from elsewhere. Since, Best Buy did not really resolve our situation I would like for the complaints to stand as there. I would encourage customers to try other places for electronics; such as, Groupons, Amazon, EBay, and Livingsocials.

Dear Revdex.com,Thank you for bringing this to our attention. We have been in contact with Mr. [redacted] and have resolved this issue to his satisfaction.Best Buy feels we have fully addressed this concern. Thank you,Gail D.

I will ensure all marketing e-mail is turned off for this customer.

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. The only frustrating aspect of this process is that I had to take this route to resolve my issue in the first place. Also, I was informed by the store manager Chad that the exchange policy requires that my 5 year warranty thru Best Buy/Pacific Sales is void as a result of this action. I paid several hundred dollars at the point of sale to extend the warranty five years, and a defective appliance qualifying for Florida's "lemon law" has caused me to lose my investment. I do not feel this is a fair business practice and will file a complaint with the State of Florida. Respectfully; [redacted]

Dear Revdex.com, Thank you for bringing this matter to our attention. Our records indicate that Ms. [redacted] purchased a [redacted] laptop 02/10/2016 but she returned on 03/15/2016. At the time of the return, the purchase was outside of the return and exchange window which is 15 days for regular...

customers. In situations such as this our store employees from time to time make exceptions but the refund would be as a store credit. Best Buy has already addressed this when we made the exception on 03/15/2016 and will not take further action.   Below is a link to the return policy found in our website which is also found posted throughout our stores and the purchase receipt. http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ you.

I am rejecting this response because:
We have NOT received our appliances from Best Buy and after our last interaction were coached to set our next delivery date out to February 2017 in hopes that we would have a better chance of getting our order then. We are on our 9th failed delivery attempt now (some being no call and no show and others saying they don't have our washer). I can confirm that Best Buy did provide a $150 credit towards the purchase of the appliances after the 8th failed delivery attempt (on our Best Buy Credit Card which we had to put in legal dispute with Citi because we were charged for the appliances in November even though we still do not have them). We have to call Citi weekly to let them know what is going on with our purchase as well. Best Buy escalations department (our case Manager Razia) did finally call us after we requested MULTIPLE times to speak with her and all she had to say was that we should cancel our order at this point and order something else. That is an unacceptable response and your escalations team should not be treating customers the way that they do. This is not our fault and we shouldn't be treated as if our purchase has inconvenienced your business. Currently we have been at home waiting 9 times, 4 hour windows each to wait for our delivery. Also, after each delivery attempt goes wrong we spend between 1 to 2 hours on the phone with your customer service, warehouse and store to talk about what is going on. Each time with the same "oh, we have them in stock in our system. Not sure why you aren't getting your delivery. Let's just set up another appointment." Also, the warehouse promises that they will call us to make an appointment after going to double-check that they truly have the washer in their warehouse. However, they never call us back. They just note in the system that we are unreachable and set it up without consulting us. That prompts us to call back in and spend yet another 1 to 2 hours talking to 2-3 new people in the store, warehouse and customer service. We would really like someone to tell us the truth and take ownership of this issue until a satisfactory delivery. I can't believe how terrible this experience has been and we trust no-one that we speak to at Best Buy anymore. We would like to receive our appliances and appropriate compensation for our time spent dealing with this nightmare.

I am rejecting this response because:As I stated in my original complaint, I have already purchased the laptop for a cheaper price elsewhere. The real issue here is how my situation was handled; with no empathy, understanding, nor concern for Best Buy's customer satisfaction. A more reasonable solution would be to honor the free items that were promised to me on April 11th by the representative I spoke with. My call was placed in the evening from ###-###-#### if that will assist Best Buy in locating the recording of the conversation to verify exactly what items were offered to me.

Dear Revdex.com, Thank you for bringing this matter to our attention. Our records indicate that Mr. [redacted] purchased an [redacted] Galaxy S6 Edge on 05/0915. This was purchased along with a monthly Geek Squad protection plan that he requested to be cancelled earlier this month. Mr. [redacted] did request a...

refund of the monthly payments but this was denied due to phone being covered for the amount the time it was active. Please know that Mr. [redacted] was sent a copy of the terms and conditions by email which can also be found on your website. Our plan does contain information of the service fee that may be collected upon service of mobile phones. This information was also provided on the touch screen where the customer agreed to the terms and conditions at time of purchase. Best Buy is not able to refund monthly payments as the phone was covered by our Geek Squad protection while it was still active.   Thank you.

Initial Business Response /* ([redacted]0, 7, 2015/12/01) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulty you experienced with the cancellation of the GSP Plan on your mother's computer, I am Larry S with the Executive Resolution Team...

at Best Buy Corporate Headquarters.
I am sorry to hear about the problem you had trying to get this issue resolved 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.
Per our telephone conversation on 11/24 you have accepted a $[redacted] gift card as a resolution to this concern. It will take 2 to 3 weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it.
Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolved.
Best regards,
Larry S

Revdex.com,  Thank you for allowing us to address these concerns. Please know that I connected with the store's General Manager who explained that the customer was not denied a return, and the return was in fact made on 4/15/2017. I have validated the return myself as well.  Here are the...

transaction numbers for the original transaction, along with the return transaction: ORIGINAL TRANSACTION: [redacted] RETURN TRANSACTION:   [redacted] 04/15/17  Thank you for allowing us to address these concerns.   Regards, Sarah L.

I am rejecting this response because:  The business has requested additional information, and did not offer a resolution.  I am providing the information that was requested in this message:  The store address is [redacted] Aurora, CO 80012.  Store number [redacted]. I went to the store to ask to be shown how to back up pictures from my device to a new SD card that I had purchased at a different Best Buy.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concerns regarding the washer repair service request to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. Ms....

[redacted] has had 1-qualifying repair under the Warrantech warranty plan’s Terms and Conditions (T&C) purchased with the washer from our PAC Sales appliances and would not qualify for replacement.   If Ms. [redacted] is experiencing issues with the washer, they would need to work with Warrantech in allowing a service technician provide diagnostic and repair service. Warrantech did set up service for customer on 02/13/2018 and contacted Ms. [redacted] directly leaving a Voice Mail (VM).   The service was set up with All Set Appliance Services at ###-###-#### and the service tech would need to come to Ms. [redacted]’s home for diagnostic and repair service (repair order # [redacted]) as we would be unable to accommodate her replacement request at this time.   Ms. [redacted] can contact Warrantech directly at ###-###-#### or All Set Appliance Services at ###-###-#### for any questions or in rescheduling a repair service call.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus