Best Buy Stores, LP - US Headquarters

I am rejecting this response because:The business did not make me aware that by exchange the phone the promo was going to be voided or I would have traded both phones for Iphones

Initial Business Response /* (1000, 7, 2015/12/24) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
Under the terms and conditions of the Geek Squad Protection (GSP) plan that covered the television, replacement is to be a comparable unit (not...

necessarily identical) UP TO the original purchase price, or a store credit in the amount of a comparable unit UP TO the original purchase price. As the television was purchased in 2012, a comparable unit will cost less in 2015.
I have shared this complaint with management of the Best Buy store in Amherst, NY. The General Manager, Tim, has let me know that a comparable 1080p model television currently is approximately $480. As Mr. [redacted] was unhappy with this, Tim identified a a better unit as a replacement, which had a selling price of $999.99. Mr. [redacted] was unhappy with that as well.
Ultimately, Tim offered Mr. [redacted] a Sony model 55X850. This is a premium 4k television. It is better than the TV he currently has in almost every way, from clarity, color and contrast. It may be thicker than the original unit, but it has an equal or better refresh rate, and it has the exact same number of inputs and even USB inputs as the original unit; Mr. [redacted] stressed that was important to him. Mr. [redacted] declined this offer as well.
We invite Mr. [redacted] to go to the store for this replacement television, or for a store credit in the amount of that television. This is above and beyond the provisions of the GSP contract, and will remain Best Buy's final position on the matter.
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, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for a thin TV and the TV that they are offering me is more than twice as thick. I do not believe that that is comparable. It will completely change the profile of the TV on my wall. $480 is insulting The retail cost of my TV when I bought it was $3000. A quick google shopping search of my model number will show that Best Buy is being deceitful. If Best Buy cannot produce a TV that is spec for spec then please refund my money plus tax. I find it truly disturbing that I even have to make this argument considering the thousands I have spent at this store and other best buy stores over the last 10 years. Best Buy I implore you please take care... you are loosing a valuable/loyal customer here. Please reconsider
Final Business Response /* (4000, 11, 2016/01/05) */
As there is no new information in this rebuttal, and as Best Buy has also responded to an Attorney General complaint regarding this, I must refer to my original response as Best Buy's final position on this matter.
Sincerely,
Brian [redacted]
Executive Resolution Team
Best Buy

Dear Revdex.com, Thank you for bringing [redacted]’s return request to our attention. Due to the customer’s store experience, I have processed a refunded his Skullcandy headphone order # BBY01-[redacted].   Thank you,   Dean [redacted] Executive Resolution Specialist ###-###-####

Initial Business Response /* (1000, 8, 2015/12/03) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I apologize for the experience that Ms. [redacted] had at the store. I have shared this complaint with store management, who reached out to Ms. [redacted] and...

sent the computer in for repair at our Geek Squad City facility.
Ms. [redacted] reports that she did not notice mild damage to the laptop when she picked it up after the new repair. While I have not seen the laptop first-hand, and repairs may occasionally have mild cosmetic damage from shipping, I asked whether she would like to have the store examine the condition of the laptop, or if she would like to have a $100 Best Buy gift card as a customer service gesture. She accepts the gift card, which I have just ordered. I also provided my direct phone number in case she ever needs my assistance in the future.
Ms. [redacted], I again apologize for your experience. Thank you for the opportunity to assist you.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]

Revdex.com,  Thank you for bringing this to our attention. We are very sorry to hear that the customer has had some challenges with their claim. Please know that I reached out to our claims management team, and our delivery leadership who have been working on this matter.  At this time we can...

confirm that DSI has been in contact with the customer, and are moving forward on resolving the claim. Claim resolves can take some time, and although we do not have a timeline, the issue is being addressed.  Thank you again for allowing us to address these concerns.   Regards, Sarah L.

Initial Business Response /* (1000, 5, 2016/01/05) */
Hello, I am Brian on the Executive Resolution Team at Best Buy.
I am sorry to hear of this experience, and that the bundle that was purchased did not qualify for the $50 gift card promotion.
I am ordering a $50 Best Buy gift card to be...

mailed to Ms. [redacted]. That gift card will arrive to the address cited on this complaint within approximately 2-3 weeks.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian [redacted]
Executive Resolution Team
Best Buy
Brian.[redacted]@BestBuy.com

Dear Revdex.com,Thank you for your partnership in bringing this concern to our attention. Correspondence regarding this matter has been brought to our executive resolution team for proper review. We are very sorry to hear about the described difficulties encountered with our customers order and for...

any frustration experienced. While we sincerely apologize for any delays that may have occured, Best Buy has fulfilled on the order and will not be providing a refund. If our customer desires a refund for one of the laptops, a laptop will need to be returned either to a store or via a return label received with the original order. If our customer needs assistance in obtaining a return label, our customer serivce at 1-888-Best Buy ([redacted]) would be happy to assist in beginning the return process. Best regards,Shane M.Executive Resolution SpecialistBest Buy Co. INC.

Dear Revdex.com: Thank you for sending this on for us to review. I am sorry to learn we are not able to offer the discounts as intended currently; however, I have requested a $30 refund check be mailed to you accordingly. Thank you!

Dear Revdex.com: Thank you for referring this to us for review. I have retrieved the order (BBY01-[redacted]) and reviewed the collection details. I reflect that as of May 5, 2016, the credit of $1026.27 was processed against the order. This refund should be visible in her PayPal within 5 business days...

from the date it was processed. I am sorry to see that the refund was not applied sooner, but I will provide this feedback to our order management team. Thank you!

I am rejecting this response because:  it is in poor business practice to refund an item over three weeks after the promised delivery date.  They are not aware of everybody's financial situations and the fact that they can easily manipulate a family's Christmas is ludicrous.  The countless hours spent on hold and having to waste my gas to physically drive to a store to have a product refunded is quite ridiculous.  They have no regard to an individual's time or individual situation.  I am in retail as well, and my company has a certified happiness criteria that we have to follow, if we began to run our business in this manner, we would have big problems with our corporate office.  Their corporate office is getting back to me two weeks after my initial complaint with a snark remark and it is so unprofessional that it makes me cringe.  Though I am not looking for anything in return, I think that they should be held accountable for their actions and poor business practices.  I spent over $2000 that day and it meant nothing to them that my daughter was going to be without her gift on Christmas.  They could have offered in store pick up for me and cancelled the order but they refused because it was lost in the mail and they didn't want to deal with UPS.

Dear Revdex.com,Thank you for bringing this matter to our attention to be addressed. We apologize if this situation may have caused any frustration to the customer. The customer if far outside of our Return Exchange Policy, as found at www.bestbuy.com, and has no protection plan on the television in...

question. Therefore Best Buy is not responsible for any coverage of repair or replacement costs.  Since the customer is outside of our return exchange policy, and has no protection plan for repair entitlement, the customer is responsible for any part and labor costs that the television issues may incur. We would advise that the customer contact the manufacturer for further support. Best Buy will not be allowing for an exception exchange of the television as it is outside of our return exchange policy. Best Buy considers this case closed.Thanks,

I am rejecting this response because: I am waiting to see if the check comes as promised. Until I see the check I have no recourse because no one at Sedgwick returns phone messages or emails until a formal complaint is made. Once I receive the check I will gladly provide an update. Thanks

Dear Revdex.com: Thank you for sending this one for our review. I have confirmed that Best Buy released the hold in the amount $5080.11 on July 4, 2016. I am sorry to read the customer's understandable frustration with this process. I am pleased it was resolved weeks ago. Thank you.

I am rejecting this response because: It shouldnt matter if its past 15 days, the item is defective and doesnt work properly. You should stand by the products your company sells and care about your customers.

Dear Revdex.com,Since the store did not provide the sales price and Mr. [redacted] was disappointed, the store ultimately processed a refund to a store credit in the amount he paid (even though we have a comparable model that is currently $450) as an exception for the customer.  This essentially...

gave him an extra $250 to work with on purchasing the [redacted] 4K that he desired. Furthermore, it appears that he was refunded for his Geek Squad Protection Plan and should not have been since a replacement fulfills the plan.  We feel that these additional accommodations more than make up for him not receiving the sales price. Thank you,Dan [redacted]Best Buy

Dear [redacted],Most Apple products have a serial number that's captured at the time of purchase. Our policy and point of sale system require that the serial number of the product and the serial number captured on the receipt must match in order for a return or exchange to be processed. Since you do not have a receipt, any decision made as an exception to exchange/return the product is at the discrepancy of management. Best Buy policy cannot be changed by employees and an oral agreement does not override our policy.We would suggest you contact the person/company that purchased the product to attempt to acquire the receipt and work with the store management as they have the ability to approve and/or offer an exception to our return policy. Best Buy has provided our final stance on this matter and that stance remains the same.

Initial Business Response /* (1000, 7, 2016/01/07) */
Dear Mr. [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com concerning the Geek Squad GPS Plan. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.
I am sorry to...

hear about your concern regarding the misunderstanding with the GSP plan that was purchased with your cell phone and I understand the frustration that this situation must cause you. We value feedback such as this, as it helps us make decisions for the future of our company.
After a complete review of the information it was found that each receipt provided to you at the point of sale for your phone purchases clearly states that the fees in question are made known to you.
(Excerpt taken from copy of your receipt
#[redacted])
(13) DROPS SPILLS ADH 2 YEAR P
For each claim, your Geek Squad Protection
(GSP) Service Fee will be $149.99. You
have purchased a 2 Year plan. Call
1-800-Geek-Squad ([redacted]) to cancel this
plan. See Terms & Conditions for complete
details.
I am AGREEING to purchase Geek Squad
Protection coverage. Service Fees and
claim limits apply.
For all the Terms and Conditions of the GSP Plan

https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Under the circumstances, Best Buy will not make any refund as requested in this complaint.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Larry S.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason is that the salesperson said that there were no additional charges. Yes it is stated at the bottom of the receipt, but the salesperson never mention the geek squad charges of $149.00, which I feel should be relayed to the customers when purchasing insurance from best buy. That is a questionable tactic of omission to sale their insurance. It is nothing more than an additional charge on the insurance. If they were righteous they would tell the customers up front and not rely on the customers to discover it at the bottom of the receipt. The majority of customers rely on the honesty of the people they are dealing with, I know I did, to aid them through their purchase. This is a used car salesman tactic. You know your homeowners and auto deductibles up front, you are not hit with there will be no deductibles and then, oh by the way you did not read the find print you owe us an arm and a leg, before we can handle your claim. I was charged $160 for the SOP and they took 20 months of insurance from me. If I had paid monthly, explain to me how they were going to get the next 20 months of payments from me after they settle my claim, by replacing my phone and cancelling my insurance. They wouldn't have and I should not have to loose that money either, for trying to save money up front. I am being penalized for paying for the 2 year policy up front. So I still feel that I am entitled to my 20 months of prorated insurance payments.
Final Business Response /* (4000, 11, 2016/01/12) */
To whom it may concern,
We fully responded to this complaint and
Best Buy stands by it's previous decision.
Thank you
Sincerely,
Larry S.

Revdex.com,  Thank you for bringing this to our attention. Please know that we have a 15 day return and exchange promise as the retailer, and the unit was purchased in August of 2016. Additionally, the sole holder of the customer's warranty is the manufacturer. We do offer our geek Squad Protection;...

however, the customer opted not to purchase this at the time of sale. This is totally within the customer's right; however, this means that the customer would need to address their quality and service concerns with the manufacturer who is the maker of the unit.  Regarding the vacuum, I could not locate any purchase for this; however, the same response as above would apply if the customer is outside of the 15 days return and exchange policy, and does not have geek Squad Protection.  Thank you again  for allowing us to address these concerns.   Regards, Sarah L.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   We apologize for any damaged they described to their home during the repair and replacement process for the fridge under the Geek Squad Protection (GSP) plan coverage benefits.   Best Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claims. Once information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue.   To report the damage to the Pergo floor, Ms. [redacted] can contact Sedgwick directly at ###-###-#### in filing a damage claim. When the claim is reported, it will be assigned to a claims adjustor who will contact Ms. [redacted] directly and for any questions or current status of the claim, Sedgwick can be reached at ###-###-#### for status updates.   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, We have investigated this matter and reject the customer’s request for a replacement.  The refrigerator was originally purchased online using Mobile Web and not at the Best Buy in Lynwood, Washington as stated in the Complaint.  The published specification and product features...

of this product on our web site do not specify that it has a garage kit or is garage ready.  As for the “leveling and stability issue the customer was reimbursed $305.11 and was refunded an additional $100 for scratches and delays.  There were no prior complaints until 12/18/2016 concerning the “Garage Kit” matter. Best Buy considers this matter resolved. Thank you