Best Buy Stores, LP - US Headquarters

Dear Ms. [redacted]  - This issue must be addressed by our claims adjuster and we will not be responding further at this time.  The claims process can be lengthy, and for that we apologize, however, due to the nature of the claim, it must be handled through the appropriate channels.Regards, Amy C.

I am rejecting this response because:There were multiple incorrect items listed as returns due to Best Buy's method of calculating returns. This was discussed via email with a Best Buy representative named Brian [redacted].  I explained the situation and he didn't seem to understand the issue.Multiple transactions being counted by Best Buy are not returns.  This is due to Best Buy's system not working correctly. I brought several items to the store for a "price match" and these were counted as returns.  Also there was a mandatory recall on the [redacted] Note 7 due to a fire issue and this phone and it also was counted as a return.  Additionally, I exchanged an [redacted] TV 32gb unit for a 64gb unit and this was also counted as a return even though it was a higher priced item and the 32gb item was not opened and could be resold to another customer.  The same thing happened with the return of a [redacted] A6000 camera with no lens for a [redacted] A6000 with a lens.  Best Buy made more money from this transaction, yet it was counted as a return. The original item was not opened and could resold to another customer.  The system is broken at Best Buy.  As recommended, there needs to be a way of eliminating these types of activities from any returns made. The process needs to be fixed by Best Buy.  Also given these issues were caused by Best Buy's system and not due to these being actual returns, the system Best Buy uses to count them should be revised.  I shouldn't have to contact a third party company when the issue was not caused by them but rather by that third party not getting accurate information from Best Buy.  The third party company did take off a few of the transactions but missed about 4 others.  Additionally, I need to know Best Buy is fixing their process so that this doesn't happen again.  As a customer, I shouldn't have to go to a third party company that Best Buy enlisted to count their returns when the system of Best Buy is broken and not counting returns accurately.

Hello Revdex.com,   We are following up on our previous response to [redacted] Revdex.com case.   As we outlined in our previous response, the [redacted] was received on December 2, 2016 and signed by resident at the shipping address they provided and the funds to the Best Buy gift card have been returned to the gift card.   The gift card is active with funds available for them to use and can return to any Best Buy store for a return and exchange of the item if they wish to use the gift card ($298.96) for partial payment on the exchange transaction.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com,Thank you for bringing this to our attention, our Executive Specialist team was able to review the case and provide a response.As per our return and exchange policy, returns are accepted within 15 days of purchase for the item purchased (45 days if the customer is a Best Buy Elite Plus...

member). However, this product does fall under the manufacturer's warranty of one year. This is normally processed by the manufacturer.For this situation as a customer service gesture we will refund the customer their money for the product. This will go back on the customer's card that was used to purchase the item. It will be seen in 3-5 business days.With this resolution, Best Buy considers this issue resolved at this moment.Daniel S.

I am rejecting this response because:
The manager did not verify with the stores I had shown to have this item in stock, but chose an arbitrary zip code of 78201 when we where in fact within 78238, and when pointed out started with another store closest to our location. The location I had pointed out was [redacted], about 12 miles away (still within the defined 25mi radius of a local store).I have attached the ad I provided to the manager, showing the location/price/instock, along with a picture of my purchase the next day that showns it was not a pricing error, and a sample ad that shows a random clearance item for comparison.My requested item was: -identical, in stock, immediately available, in a local store, not in the list of exclusions (open box, clearance, refurbished, etc), not advertised as limited-stock.Even the FAQS under the Best Buy Price Match Guarantee say they will even match a price below their own cost of the product.The advertised policy doesn't mention that this "guarantee" is subject to the Manager's discretion and can void the customer's proof, though this may be an inside agreement, I'm following Best Buy has advertised and made available to us as customer's (Truth in Advertising).I understand this is a huge markdown, but I'm not the one who advertised and invited all customers to find a lower price and guaranteed them a price match even if it's lower (no mention of limit) that their own cost.

I am rejecting this response because:
The response from the business communicated that they have no desire to make things right.

I am rejecting this response because:  When I was buying the item, it was overpriced.  I had called them about that and also mentioned that I saw that the item had a ninety day warranty.  It is my recollection that they confirmed this.  I have been a very loyal customer to best buy and I think the least they could do is offer me a $30.00 gift card for all of my troubles.  After all, they sold a defective product to a loyal customer.

I am rejecting this response because:
The reply from...

business indicates they are working to resolve the issue please see the message below, I am still waiting for them to resolve this issue.Thank you for speaking with me over the phone today. I will be following up with you directly with more information as soon as I am able to. Sincerely, p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323; min-height: 15.0px} span.s1 {font-kerning: none} Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.     p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px Arial; color: #232323; -webkit-text-stroke: #232323; min-height: 15.0px} span.s1 {font-kerning: none} Kelsey F. Executive Resolution Specialist Best Buy Co., Inc.Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc.

Dear Revdex.com -
We have reviewed our records and found that Mr. [redacted] did cancel his membership, however, the refund that was due to him was not processed. I have reached out to the team that manages our extended service plans and they are issuing a full refund to the customer's AMEX. ...

Additionally, I have issued a $[redacted] gift card to be mailed to Mr. [redacted]. I also left a voice message for the customer detailing this same information. I left my contact information if he has additional questions or concerns or if he would like to discuss this matter with me. We appreciate the customer bringing this to our attention and apologize for the inconvenience it has caused.
Regards,
Amy

I am rejecting this response because:  though I was happy to finally receive a new refrigerator, it became evident when the old one was removed that it had been leaking under the flooring during the 5 weeks that the Geek Squad forced me to wait for parts.  Consequently my kitchen floor and part of the dining room floor are water damaged and mold is starting to grow.  I believe that Geek Squad should pay for the removal and replacement of the pergo.

I am rejecting this response because: The customer service representatives: Store Manager Aarron Venne (BUCK), Assistant Manager Chris [redacted], Associates Chris P [redacted] Ad, and the representative for national account executive Jennifer [redacted] they all purposely deceived me into believing that everything was taken care of when transferring all my lines from T-Mobile to Sprint. I was at the best buy location everyday for hours at time for 8 days straight because of the lies that was told for me to continue my service with sprint. Everyday that I drove to that location the associates told me that they were taking care of me, for me not to be worried and they had my back. That went on for days and Chris said the same line each day. Chris told me that Jennifer [redacted] was handling the activation fees for all four lines and that she was going to talk to sprint about my account.  I was told that all activation fees would be paid for, but I had to pay for the fees myself. In conclusion, I am asking for Best Buy to pay for the cancellation fees and all other fees in order for me to leave Sprint. Thank you

Dear Mr. [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 this matter may have caused you and am sorry for...

the delay in this response as I was waiting for verification from Verizon that there were no pervious activations on this device prior to 7/3/2016.   The phone you purchased was new in the box. Since this is an older model phone, the device was purchased by Best Buy earlier in its lifecycle so the manufacturer’s warranty had already started by the time the customer purchased the phone.  We do see this on some older products.  If it came to a situation where the manufacturer’s warranty had run out but was still within a year of purchase, Best Buy would be responsible for taking care of the problem.   I would advise you to return the phone to [redacted] for repair.  Should you have any future problem within one year of the purchase price Best Buy will cover the repair.   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,We have sent Mr. [redacted] an email with all the refund transaction detail information that was submitted to Pay Pal on 12/18/2017.We recommend that Mr. [redacted] contact Pay Pal and provide them with this information so Pay Pal can resolve this matter. Due to the sensitivity of the information contained in the email sent to [redacted],  a copy of that email has not been included.Best Buy considers this matter resolved. Thank you,Larry S

Initial Business Response /* (1000, 5, 2015/12/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. We apologize for any inconvenience this has caused the customer.
We worked directly with the customer and resolved this case on 12/24. We provided a full refund for the...

requested amount and apologized for the system error.
The customer has our contact information and please direct him to us if he has any further questions or concerns.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the iPhone purchase and AT&T monthly billing to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their...

expectations. After receiving Mr. [redacted]’s complaint, we contacted our Downer’s Grove store’s (#316) management team and customer directly. We provided the signed contracts, thanked them for the feedback provided and Mr. [redacted] accepted a check for $240 as resolution.   Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

October 13, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as a refund was processed and the customer was informed of the turn time on a mail check refund.  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 this to our attention.  Best Buy partners with a company called The Retail Equation to monitor our returns. They also partner with many other retailers across the country in the same manner. They collect the encrypted data from the ID and use the...

historical data from previous returns at Best Buy to either allow or deny a return. If there is a large history of returned items, future returns may be denied. We have also verified that an exception return was allowed for the Surface laptop in question on 4/13/2016. Best Buy considers this case closed.Thanks,

Dear Revdex.com,The customer will no longer...

be getting a gift card. We are mailing two checks one for $204.49 (confirmation #[redacted]) and another check for $200 (confirmation #[redacted]) The check of $204.49 tracking number was [redacted] which shows delivered 5/9 as far for the other check in replacement of the gift card of $200 will be mailed out of our office today or tomorrow and will be delivered USPS. That check will not have a tracking number because it is not being overnighted by UPS. The customer will be receiving it in the couple weeks.Thank you,Karla [redacted]

October 24, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed [redacted]’s concerns that were forwarded to your office as we have confirmed that the customer has since received the parts in question and our store staff has addressed the issues with...

additional accomodations.  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 forwarding Mr. [redacted]'s concerns to us. We apologize for any inconvenience this may have caused the customer. We will be contacting the customer directly to resolve outside of the medium of the Revdex.com. Sincerely,Kelsey F.