Best Buy Stores, LP - US Headquarters

Dear Revdex.com: This refund must be processed by the retail store. I am engaging them now and either myself or the store leadership will follow up with the customer.

Initial Business Response /* (1000, 10, 2015/08/05) */
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.
The customer's local store had been working with their AT&T...

representative for a resolution. The AT&T rep noted it appears the customer cancelled the lines of service through the carrier. AT&T is checking into what was done, and we will provide another update once we have more information.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of Best Buy's deception, I had no choice but to switch to Sprint...another carrier. This switch is not something I wanted, but my hand was forced because of Best Buy. The "switch" cost me untold hours on the phone and at the store, as well as $137.50 to facilitate the switch. Now I am out the money, out all of the time that I invested, and I am stuck with an inferior service carrier. I would at least like to be reimbursed the $137.50 that I had to pay to Sprint, and I would still like a formal "personal" apology.
Final Business Response /* (4000, 15, 2015/08/17) */
Dear Revdex.com,
I have been advised that AT&T agreed to refund all charges and waive any cancellations fees provided the phones were returned. The customer decided to open service with Sprint, and the store offered cases and screen protectors for the new phones. Since AT&T refunded all charges and waived cancellation fees, the customer had a clean slate to obtain service, and Best Buy will not be reimbursing any monies the customer paid to a new carrier.
Regards,
Kathryn S.

Revdex.com,  Thank you for bringing this to our attention. We deeply apologize for the inconvenience, and can understand the frustration regarding the situation with WarranTech. Please know that I worked heavily with our WarranTech leaders. I did ask if an exception could be made for replacement...

several times; however, they did advise me that the unit must proceed with repair and that a replacement could not be authorized. This is a closed compressor system, meaning the parts are covered for a period of time by the manufacturer; however, WarranTech is covering the labor costs. The technicians that have been sent have been factory authorized technicians.  WarranTech was also asked if they would be willing and able to replace the bins; however, the parts are not covered per the plan's terms and conditions. They also cited that the parts were damaged by a system failure which is covered by the manufacturer, and they would have the responsibility for that.  The unit has now been successfully repaired, which I was very happy to hear. I would encourage the customer to reach out to the manufacturer regarding the bins, and to also further discuss any request for replacement. WarranTech has explained that they held to their contractual obligation; however, due to this being a closed system, the manufacturer holds the primary liability for what the customer is asking.  Thank you again for allowing us to address these concerns.   Regards,  Sarah L.

Dear Revdex.com - The General Manager of the location that the customer was in contact with reports that she has reached out three times and left messages for the customer.  Best Buy will not be making any offer to the customer regarding her television.  The General Manager is reaching out as a courtesy as the customer was upset with the follow through of one of the store employees.  Regards, Amy C.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], please ask them to overnight the gift card as it has now been 3 months since my son has had a fully functioning phone.  Also, I would still like a response, from the Corporate office, in regards to the reimbursement of our Verizon Wireless and Geek Squad payments for the past 3 months.  If they provided you with a contact name and phone number please pass it on to me or advise them that I would like a phone call from them.  I never asked for the gift card to be emailed; the Geek Squad informed me that it was being emailed.  I didn't care how it got to us, just that it did but at this point they have dragged their feet for so long, the least they can do is now put a rush on it and send it overnight.

May 2, 2017     To Whom It May Concern:   Ms. [redacted]’s order has been scheduled for completion today May 2, 2017, we apologize for the delay in receiving her product and our delivery install teams have been addressing these concerns with the customer and look forward to the...

completion of the order today.  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  [redacted]  Ideation, Context, Maxmizer, Activator, Communication

Initial Business Response /* (1000, 9, 2015/09/23) */
Dear Revdex.com,
I partnered with the Justin, who is the general manager of the Wausau, WI store. He said they would like to exchange the receiver as a customer service gesture. He said that [redacted] can go to the store and ask for him to get this...

resolved. I also requested that Justin contact [redacted] to set up a time for him to go in.
Thank you,
Dan [redacted]
Best Buy Executive Resolution Team

Initial Business Response /* (1000, 7, 2015/12/09) */
Dear [redacted]
Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with your Pac Sales transaction. My name is Tyrus [redacted] with the Executive Resolution Team at Best Buy...

Corporate Headquarters.
I am sorry to hear about this issue 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. I have reached out to the Mike at the office location and made him aware of your concerns. I would like to have the opportunity to partner with them and see how they intend on making this situation right.
[redacted], again I apologize for your experience, as we value your business. Thank you again for making Best Buy aware of this situation. If I may be of further service, you are welcome to email me at Tyrus.[redacted]@bestbuy.com.
Sincerely,
Tyrus [redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would be difficult for me to "accept" this response at this time because I have been told by Michale [redacted] and also by Tyrus [redacted] that they would be considering ways to compensate me for the inconvenience and hardship, but there has yet to be any follow through on their part. I would like to have a resolution to this matter, but it continues to drag out.

Initial Business Response /* (**00, 5, 2015/09/14) */
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.
Any free antivirus or security suite that is offered with a computing purchase...

starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $** Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this Revdex.com complaint to get an answer from BBY that included a $** gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved.
Final Business Response /* (4000, 9, 2015/09/16) */
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.
Any free antivirus or security suite that is offered with a computing purchase starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $** Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved.
Regards,
Kathryn S.
Rebuttal
As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this Revdex.com complaint to get an answer from BBY that included a $** gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved.
Response to rebuttal
Dear Revdex.com:
Best Buy feels that we have fully addressed Mr. [redacted]'s concerns that were forwarded to your office in our previous response and we maintain our position. I do not see any notes the customer was told the software was incompatible. Additionally, the customer states he left the country for a period of time and contacted us again regarding the software. This was more 4 months after the purchase. As noted before, a complimentary anti-virus subscription that is included with purchase is activated at the time of purchase. A $** gift card has been issued as a customer service gesture, and Best Buy considers the matter closed.
Regards,
Kathryn S.

Dear Revdex.com,The customer has been given an exchange of the sound bar for a different model.  Best Buy considers this matter resolved.Thank you,Larry S

March 28, 2017       To Whom It May Concern:   Best Buy feels that we have fully addressed the concerns sent to your office by [redacted] in our previous correspondence with the customer copy enclosed dated March 23rd.2017.  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  Enclosure: Communication of March 23rd, 2017 Hello [redacted],   Welcome to the forum. I'm disheartened to read that you have received conflicting information regarding our Price Match Guarantee. The expectation is that our agents should be trained to provide you with accurate information from the first time you call and it doesn't sound like this was the case for you. I'm very sorry for all the frustration this conflicting information has caused. Our Price Match Guarantee is in place so you always receive the best price on your favorite electronics but there are conditions that must be met in order to qualify. I hope I can clarify these for you.   As you mentioned, perthe terms and conditions, the policy does not cover bundles or free items even when it involves our own sales. Please don't hesitate to let me know if you have any further questions.  Again, I'm very sorry for any misunderstanding, and I assure you I will be documenting your comments here at the corporate office for review and further training opportunities.    Thank you again for posting here on the forum.    Respectfully,    Maria|Social Media Specialist | Best Buy® Corporate

02/15/2018To whom it may concern,Upon review, it appears this product was not fully explained during the sale.  As such we have offered the customer a return outside of policy for a full refund. Nevertheless, should any further issues arise, please feel free to reach out for further...

assistance.

Dear Mr. and Mrs. [redacted], We are happy to hear that [redacted] will be issuing a replacement model for you under their warranty. Since they are the manufacturers of the product, any alleged defects would need to be address by them. The product was purchased brand new from us and it was severely damaged when the return attempt was made. Because the condition of the product, we denied the return, regardless of what may have happened.  We are not able to authorize or promise a full refund on the product should another return attempt be made, since the product being returned will not be the exact model that was sold, and because the item is now outside of the return period.  We recommend to continue working with [redacted] for the desired resolution. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Initial Business Response /* (1000, 5, 2015/12/02) */
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.
The customer has been in contact with our Social Media team who have offered a...

resolution on the issue.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued to my original method of payment in a couple of days after the correspondence with Bestbuy. I wish the refund would have been issued earlier when Bestbuy was acknowledged of the situation, without my making multiple phone calls to Bestbuy, without my filing a complaint to Revdex.com, and without my posting on Bestbuy's forum.

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 can not do returns at the local store so they led that the only was is over the phone I could get the match done. Thanks for all the help in getting to a resolution and I hope that this does not happen to anyone else in the near future.

Dear Revdex.com,   Thank you for bringing Mr. [redacted]'s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   The product in question was purchased in December of 2016.  While Best Buy does have a return period of 15, 30, 45...

days for loyalty members, all customers have at least 15 days to return certain products.  This purchase is outside any of those time frames.  Best Buy would not be able to accommodate Mr. [redacted]'s request, and considers this matter closed.   Sincerely, Scott M.

Dear...

Revdex.com, According to the delivery/installation team, Mr. [redacted] is scheduled to have the dishwasher delivered today (2/23/17) between a 12PM-4PM time frame. The range is currently at the store and available for pick up. The team will be contacting Mr. [redacted] for delivery verification later in the day after time frame given. Thank you.

Revdex.com, Thank you for bringing this to our attention. Please know that we were unable to locate any returns for the customer with the information provided in her email, and the order number provided is not a Best Buy order number. In order to research the matter further, please have the customer...

respond with any alternate phone number that might be associated with her account. Also, please have them provide the Customer Service PIN from the return in which she received the warning. Lastly, if the customer has the TRE transaction ID, that information would be very helpful. Thank you.  Regards, Sarah L.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding online order #BBY01-[redacted] 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 [redacted]’s complaint, we confirmed the [redacted] computer for online order # BBY01-[redacted] was returned on 01/12/2016 for a refund.   As a customer courtesy and a better Best Buy experience, we will be sending a $100 Best Buy gift card from our corporate office. The gift card should be received in approximately 7-15 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, We have contacted the customer and provided options for resolution. We will wait for him to contact us directly. We have also lifted the warning as a one time exception, and the customer is clear to make returns in a Best Buy store as long as they are within the terms and conditions of the return and exchange period. Sincerely,Kelsey F.Best Buy Co., Inc.