Best Buy Stores, LP - US Headquarters

Dear Revdex.com,We have contacted Mr. [redacted], his product is to be delivered today 9/21/2107 and he has agreed to close the case. Best Buy considers this matter resolved.Thank you,LarryS

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 am sorry to hear that you are having trouble getting a refund from [redacted] Desk and apologize...

for the inconvenience and frustration this may have caused you.    Although this should have been refunded to you by [redacted], as a customer service gesture, I have refunded your credit card (the original form of payment) for the full purchase amount of the purchase which was $121.89. If you wish to and can make use of the desk in any way please feel free to keep it at no charge or just discard 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.   Sincerely,   Larry S

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office in our  previous response and we maintain our position. To better serve the Customer, we have reached out directly to  the Customer. We explained in detail as to why, in accordance to the Terms and Conditions within our Policies, we  would not be able to accept a Return and/or Exchange of the product.  Please forward any additional questions or concerns to our office and we will respond accordingly. Warmest Regards, Best Buy

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/13/2017. The customer contacted us and advised us that they have received their refund.Nevertheless, please forward any additional concerns to our office and we will respond accordingly....

Sincerely,Best Buy

Dear Revdex.com,Best Buy has provided our position to the customer on multiple occasions through the original contact channel with our executive leadership.  Still, Best Buy maintains our position that this is a manufacturer issue that falls under the manufacturers warranty since Best Buy was not notified of an issue with the computer during the return/exchange period when it could have been processed using our return/exchange policy. The customer will need to work with Lenovo for an exchange or repair of the computer as they are a separate company and we are unable to make decisions for them.  However, the gesture that we offered of a discount towards a new computer is still valid. Sincerely,Best Buy

Initial Business Response /* (1000, 7, 2015/12/09) */
Dear Revdex.com,
Best Buy has been in direct contact with Mr. [redacted] regarding this issue. As Mr. [redacted] was due a price match on his transaction, we have issued a check in the amount of 495.42 to an address provided by him. This check should...

arrive in approximately 10-14 business days via USPS.
Please let us know if you have any additional questions.
Best regards,
Cassie E.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still haven't received the refund promised by Best Buy. I am willing to drop my complaint provided the business follows through with their offer to refund the $495.42.

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer purchased a Geek Squad certified refurbished Lenovo Y-50 Touch-5942181 laptop on 10/14/15. The customer did experience issues with the unit to the point that an...

exchange was offered to the value of what he paid for the Lenovo. The customer selected an HP computer on 11/16/2015. He did have issues with this unit and exchanged it for an identical one on 11/21/15. After researching the customer's issues in the specific instance, we acknowledge an alternate resolution has to be offered. Best Buy will work with customer on getting an exchange completed as close to the specifications he requests as possible on a different unit. We have connected with the customer, and he is satisfied with the proposed resolution.
Thank you,

Hello Mr. [redacted],Thank you for contacting the office of Best Buy through the office of the Revdex.com. My name is Cassie and I work with the Executive Resolution team at Best Buy corporate. Best Buy offers one remote replacement under geek squad protection. The terms and conditions...

of your Geek Squad protection plan state: "4. You are limited to making one claim during the term of this Plan to replace a TV remote control that was included in the original packaging. "Unfortunately, in an effort to remain fair and equal to all of our customers, best Buy is unable to to make exceptions to this policy.I'm sorry for any disappointment that this causes you.Kindest regards,Cassie E. Exec Res Sr

Revdex.com,Again Best Buy will not be honoring the customer request for compensation to cover the hard drive and data recovery.  The manufacture's warranty is only 1 year and does not cover any data loss, and the hard drive is over 5 years old.  If there is a concern with the functionality of the unit, I would refer the customer to contact the manufacturer directly as they are the maker and warrantor of the product. Regards, Nick S.

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Revdex.com,
Thank you for bringing Ms. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
After reviewing the customer's account, the gift card was requested on...

12/11, and she should have received it yesterday to the email address provided when she opened her service order. The customer is advised to check her spam/junk folder and note that the email will not come from Best Buy and may be labeled as Cash Star.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted] - We have reviewed your concerns and your order and have made a one-time customer service exception and have refunded $207.98 to the card used to make the purchase on BBY01-[redacted].  You should see this refund within the next 10 business days. Regards, Amy C.

Thank you for sending this over for review. I need more information since I was unable to find a new order I will be contacting the customer for this information and he will have my contact info in case he needs further assistance. Best regards,Karla ***

I am rejecting this response because:
The Best Buy open box policy on your website states, “Each open-box product was tested or inspected to verify proper working order…” The refrigerator that was delivered to me was not in working order. As my request for proof and documentation that this inspection did occur was denied, I have to assume that it did not, in fact, occur. I believe I was knowingly sold an uninspected and potentially (and as it turned out: actually) defective product. This is in direct conflict with your policy. As you won’t accept a return of this item, I have had to go through the process of having it repaired through [redacted] which has left me without a working refrigerator for over a month now. I have also had to take multiple days off of work, losing much needed income and have lost hundreds of dollars in food. I have had four service visits and two repairs thus far and the item is still not working, necessitating further repair and more lost time on my end. This all stems from buying a supposedly working product from your retail store that was never working in the first place.

.  I have called the customer regarding their credit history concerns and emailed CitiBank’s Executive Team for assistance.  They will be researching the complaint. Thank you, Dean [redacted] Senior Executive Resolution Specialist

Revdex.com, Thank you for brining this to our attention. With full respect to our customer, please know that our Return and Exchange promise is 15 days, and we would not be able to return or exchange the unit in question. While we can appreciate the disappoint, please know that the customer's TV appears to...

function as normal; he will simply need to purchase a wireless router so he can use all features of the television. The unit is also still under warranty, which is also great news. If the customer should need any diagnostic beyond this, Sony's warranty is good for 1 year from the date of purchase. Thank you again for allowing us to address our customer's concerns.  Regards, Sarah L.

Dear Revdex.com,Thank you for bringing this matter to our attention. Although we cannot substantiate the claims made by the [redacted] technicians, during the manufacturer warranty period, parts and services covered under the manufacturer's warranty are the manufacturer's responsibility. [redacted]...

strictly holds Best Buy to these conditions.Please continue to work with [redacted] on the repair of your unit. If the manufacturer is not able to repair the item, the customer can request a Return Authorization (RA) from [redacted] that can be fulfilled at Best Buy.Best Regards,

Dear Mr. [redacted] - We have reviewed your concerns and the information regarding your delivery.  Your point of contact for this issue is the Geek Squad Customer Care agent that you have been working with, Joanne T.  Joanne is the agent responsible for addressing your concerns and for...

any offers of compensation that may be made.  We have escalated your concerns to her and her management team. Please continue to work with her at this time.Regards, Amy C.

Dear Revdex.com, After working with WarranTech, the company that is contracted for service for Pac sales warranty repairs, it has been confirmed that service took place on Ms. [redacted]'s appliance on 08/10. We sincerely apologize for the delay in service (and in this response).   Please let us...

know if you have any additional questions. Best,Cassie E. Exec res Sr.

Dear Revdex.com, Thank you for forwarding Mr. [redacted]man's concerns to our attention again.  The exchange portion of the plan comes into play after Geek Squad, in our sole discretion, determines the computer is truly irreparable. In this particular instance, the computer has not sustained enough qualifying repairs to warrant an exchange. We recommend the customer brings the computer back to the store to have it assessed by our technicians again if he is still having issues with his product. Best Buy considers this matter fully addressed. Sincerely,Kelsey F.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]’s concerns to us again. Our policies are put in place to make the shopping experience fair for all customers, while also keeping our prices low. While we understand the disappointment of not having a fully functioning product, we also need to consider that Best Buy provides ample opportunity to make a return. We provide the dates of the return period to the consumer on their purchase receipt, and it is also available on BestBuy.com. We have reiterated there is no way to substantiate the item was damaged in transit during the delivery due to the amount of time that has passed since then. We have also provided alternatives to her to get the matter resolved. Best Buy will not be replacing the customer’s television and this response firmly closes this matter. Sincerely, Kelsey F. Executive Resolution Specialist Best Buy