Best Buy Stores, LP - US Headquarters

Dear Mr [redacted] - We have contacted our Returns Center and they have verified that they only received the MacBook in the return that they processed We do not have any record of the additional items being returned and are therefore unable to offer you a refund for them Regards, Amy

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we are currently reviewing this complaint and will provide further information once we have more detailsThank you

Dear [redacted] ,Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize for the inconvenience and frustration you have experienced dealing with the rescheduling of the delivery of your new TV.I understand the TV was in fact delivered and set up by geek squad this past Monday and that you had concerns about it having scratches (it was an open box) and that the leader in our store decided to swap the product out for a NEW in box model to be delivered and set up by geek squad next weekThank you for your patience and again, I apologize for your experience, as we do value your businessThis is Best Buy’s final position and considers this matter resolvedSincerely,Larry S [redacted]

Revdex.com, Thank you for brining this to our attentionWith full respect to our customer, please know that our Return and Exchange promise is days, and we would not be able to return or exchange the unit in questionWhile 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 televisionThe unit is also still under warranty, which is also great newsIf the customer should need any diagnostic beyond this, Sony's warranty is good for year from the date of purchaseThank you again for allowing us to address our customer's concerns Regards, Sarah L

Dear Revdex.com,Thank you for your partnership in bringing this matter to the attention of Best BuyCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review.We would like to offer our sincerest apologies for the frustration experienced during this purchaseI have reviewed the previous nteractions Mr [redacted] has had with our team, and have verified we have authorized a refund to the customer for the requested amountThis refund does typically take 3-business days to reflect in our customers account, and may not be visible yet as the refund process was started on 01/25/We sincerely apologize for any inconvenience this delay may cause.While Best Buy considers this matter closed, please feel free to bring any further information to our attention and we will respond accordingly.Thank you and best regards,Shane M.Executive resolution specialistBest Buy CoINC

Dear Revdex.com, Thank you from bringing this matter to our attentionPlease know that we have contacted Ms [redacted] and we sending a $ [redacted] check to resolve her issueThank you

Dear Revdex.com, I forwarded the information to our dedicated team that works specifically with escalated appliance delivery and installation issuesI will follow up as soon as I hear back from them regarding this matter Sincerely, Dan SBest Buy Executive Resolution Team

I am rejecting this response because: While the computer was retrieved on 12/16/- I had to return it again yesterday (12/18/17) Sorry but that speaks volumes to meAgain - I expressed what I WANTED DONE We'll see if that happens this time around and perhaps I can actually hold onto the laptop for more than two daysI use this laptop to perform duties relevant to my profession and this has been a MAJOR inconvenience; much data has been lost due to this and NO!! I was not going to pay Best Buy/Geek Squad $to badata I can bamy own data - the whole point was having the ability to access it; to get to my programs and files These are suppose to be the professionals How difficult should this have been? Best Buy: Don't you think a little more is warranted here other than your apologies? Or have these types of complaints become commonplace, more of the norm and to hell with "Customer Satisfaction? Thank you

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ January 20, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the process of the phone claims in question was performed and charged correctly under the terms and conditions of the planNevertheless, as an act of higher level customer service I have requested a $ [redacted] Best Buy gift card for [redacted] that will be processed and mailed in the next to business daysPlease forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here's why I don't feel that is a good response from the business: aside from the many concerns I listed above and the money I lost from them sending me a broken phone, and losing all contact information for sales prospects I was working with that week- the phone also has ALL of my personal information still on itBanking information, passwords, personal pictures and documents, etc Since the phone was working off and on the first few days I had it, I feel extremely uncomfortable sending it back without being able to factory reset it myselfI have tried getting it to work several times, and the screen will come on for a few seconds, but never long enough to wipe the phoneHard reset does not work either because of the screen not working If I don't send it back in time, I will be charged another $from best buyWith all the hassle this has already caused me, I am not interested in a $best buy gift card, as I do not plan on shopping at best buy again What I requested is a FULL REFUND, NOT GIFT-CARD for the $I paid for a broken phone, and a refund on at least SOME portion of what I've paid for the "protection plan"This has been an absolutely horrible experience and has cost me so much time and money I cannot retrieve, it is also a major invasion of privacy for me to be required to send a phone back with all of my personal information on it I have no interest in keeping the broken phoneI am doing everything I can to figure out how to wipe the phone before I send it back, but this should have NEVER been something I'd need to spend so much time on, AND I may have to find a tech person to figure out how to wipe it for me with a broken screen, which is yet another cost out of my pocket for best buy's mistake of sending out broken items I will continue to press this matter wherever necessary until I feel it is fairly resolved, as such a large business, it is NOT unreasonable for me to expect them to remedy their mistake that has caused me SO much unnecessary, time consuming stress Final Business Response / [redacted] (4000, 9, 2016/01/28) */ January 28, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] 's concerns in our previous correspondence dated January 20, and our position remains unchangedNevertheless, 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 contacting us regarding this matterBest Buy has reviewed the order that was placedDepending on the status of the order, there are instances where cancellation is not possible, which is what happened hereAfter reviewing the order status, we were able to see the item is out for delivery today by UPSOnce the device is received by the customer, it can be returned to any Best Buy location or can be shipped back to Best BuyInformation about completing the return can be found here: http://www.bestbuy.com/site/help-topics/return-exchange-policy/ [redacted] .c?id= [redacted] &pageType=REDIRECT&issolr=1&searchRedirect=best+buy+return+policy Thank you,

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 am sorry that this could not be resolved on my call to customer service but am happy that Best Buy took care of the issue

I am rejecting this response because:The original add from January 21, had the item in question at the price of I have a screen shot of the add showing the dates of the add with the item in question, a Brother printer Both customer service representatives admitted to me when I noticed the price change that the ORIGINAL add did have the price at 209.99, but on January 23, the price was changed, indicating the sale had ended, even though the original add had the price at My concerns about the price change and the way I was treated by a customer service agent have not been addressed in this responseFurther, it is implied that I misread the price and that there was never a printer listed for 209.99, when as I said before two agents admitted that there was, but the price had changed This is a concerning pattern of avoidance of admitting faults or errors that I have been experiencing with Best Buy lately resulting in me completely losing faith in the company Others I know have had issues with the company and letters to corporate have gone unanswered I apologize for not being able to talk to Carla today when she called, but I do expect her to attempt to call me once she returns to the office on Thursday I am available after 3pm Eastern Tuesday - Thursday I am not interested in buying the printer from Best Buy AT ALL or anything else for that matter I will be taking my business to Amazon once the last of my rewards points are spent, since that company knows how to treat their customers

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence has been given to our Executive Resolution Team for proper review At this time we are showing the order has since been cancelled and a new order has been placed for the customer at the agreed price Best Buy considers this matter closedBest Regards,

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Revdex.com, Thank you for bringing this to our attentionI researched the matter and found that the customer's warranty had actually expired prior to bringing into the store for repairThere was a glitch in our system which allowed the unit to be checked in for service, causing the confusion The customer was notified, and for the inconvenience, offered a discount on a new computer as a gesture of good will As stated above, the customer did not feel this was a satisfactory response Chris, the General Manager of our Monroe location, has now offered to exchange the unit as a onetime exception to make this situation right by Mr [redacted] The exchange cannot take place until the unit arrives back to the store; however, it is slated to arrive in the next few days Once the unit arrives, the store will be notifying Mr [redacted] so that he may come into the store and secure his exchange I want to thank you again for allowing us the opportunity to address these concerns Regards, Sarah L Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will go to the store and accept a new unit as soon as the email or phone call from them arrivesI will be satisfied with this agreement, so long as the unit is of compairable value and functionThis is a fair outcome; but I will not accept the same unit I dropped off, should it have been taken apart and does not work when I arriveI dropped off a working unit and I expect a working unit when I pick up mineI do hope they contact me shortly, as I have not had my computer for some time

I am rejecting this response because: Dear Sir,Thanks for taking up this matter with BestBuySubsequent, to your outreach to them, their field guy did reach out to me a couple of days backHe said that he will work on resolving the issueThey want to order a replacement equipment (A/V Receiver) since the configuration of the original make/model provided by them does not work well with the other pieces of equipmentThey said that Pioneer receiver sometimes does not send video signals properlyI am surprised at the fact that being the experts and knowing the issues with Pioneer receivers, they still sold me a piece of equipment that has a reputation of not working properly at times in the overall home theater configurationThey have told me that they are working on resolving the issue and hopefully they keep up the promiseHowever, in addition to the fulfillment of the order and completion of the installation; I would also like to be compensated for the inconvenience and frustration caused to me over the last several monthsI had clearly stated the purpose while buying the products and services and they had conducted inspection at my home before ordering the equipmentI trusted them to be the experts and in that they will sell me the right productsApparently, they not only sold me the incorrect product; but also were non-responsive to the issues in installation that has delayed the completion of the installationPrior to you contacting them; I was desperately making rounds to Bestbuy stores and calling their personnel, but not getting any attention in this matterI really appreciate and thank Revdex.com for taking up this matter with BestbuyThank You!Sincerely, [redacted]

Dear Revdex.com,Thank you for sending this for reviewI have called the customer to get the information needed to resolve this and have reached out to the General Manager and District Manager at that storeThe General Manager will be working with his Sprint rep today to get this resolved and will also follow up with the customer to let her know it has been taken care ofThis has been documented under case # [redacted] .Best regards,Karla [redacted]

November 11, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the order in question was returned and a $Best Buy gift card was issued to the customer Therefore, Best Buy is unable to fulfill the request for the credit in question 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

I will have our rep Jason J [redacted] call this customer to see if we can earn their business We always will do whatever it takes to make a deal happen but that doesn't mean that we are allowed to break rules/ laws and not follow policies and procedures that are already in place It doesn't help our company when we don't sell a customer a car but there is only so much that is within our control The market determines the value of their trade in and the banks determine the interest rate for their loan based on their credit score (s) We cannot deviate from thisBest Regards, Brian

Dear Revdex.com,Thank you for bringing this to our attentionOn 12/21/our Vallejo, CA store management exchanged the customer's Logitic keyboard as requested Thank you, Dean [redacted] Executive Resolution Specialist###-###-####

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 meim awaiting the gift cardIt took several months for Best Buy to accept the return and send the labelFinally it appears to be resolved Thank you for all of your great assistance