Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing this matter to our attention We contacted the customer and verified the Geek Squad Protection plans that were in question Once we gathered the necessary information, the GSP monthly billing team was contacted to process the cancellation We have received communication that this has been completed.Thank you,David M

I am rejecting this response because: I talked to a manager by the name of Carolyn yesterday who gave me a case id number [redacted] stating they could not mail me a physical checkIf a physical check is going to be mailed I would like to see a copy of this check, I would like to know the day the check is going to be sent as well as the tracking information to ensure the check is comingThis has been going on for over a month and I've requested a physical check before and that request was refused every time so I need to make sure it's actually going to be sent and i'm not just being told this to close this case

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 teamPlease continue to work with her at this time.Regards, Amy C

I am rejecting this response because: I have tried to work with the manufacturer and they will not stand by their product either They say it "functions as designed" Since I bought the appliance from Best Buy they should stand by the product they sold

Dear Revdex.com: Due to the non-functioning features and out poor handling in requiring she purchase a remote that was supposed to be included, I made an exception and credited the entire order, even though it is outside the return periodShe may keep the TV and choose to have it repaired; however, I have issued a credit card refund for the entire amount = $151.96, which will post in 3-business daysThank you!

I am rejecting this response because: Yes the information may be in paper but salespeople are given thw consumwr information prior to purchasing the agreementThe new repair company has been in contact with me but after our conversation it was determined that they did not need to come see the tvThey said they need to order another board for my tvThis will be the second board installed in this tv since my purchaseThe repair company was unaware of rhe issue with the tvIf I had not called them to discuss the issue with the tv it would have been a wasted trip for themAnd another waste of my time due to nothing would have been accomplished in fixing the tvSo I waiting for them to receive the board so we can setup a date/time for them to install it And there was no mention in the response on how I was given an appointment date and time but no one was on record to come to my houseConsumers have to leave work to meet these repairmen but it is as if our time is not importantI had to contact Geek Squad to find out any type of information about a repairman coming to the houseBy the time I found out I had already wasted my time and lost money for nothingIt seems like there should be practices in place to prevent this lack of communicationBut from what my take of what I was told is it is up to me to contact them so they can look into why no one was thereI was told by the escalation dept that they have hours for me to be contacted pretty much but it was well over hoursAnd I had to initiate the contactGeek Squad personnel was not doing anything to my knowledge to get someone to my house after an appointment had already been given to me

Dear Revdex.com - We are currently working with the General Manager of the North Avenue store in Chicago and the AT&T representative assigned to that store We hope to have some additional information regarding this issue later today We will reach out directly to the customer to resolve this issue.Regards, Amy

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed and left a voice message for the Customer and am waiting for a responseWarmest Regards,Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the Microsoft Surface Tablet purchase from our Burbank store (#***) to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWhen the Surface Tablet serial # Ms***s wished to return did not match the serial # on the purchase receipt, the return was denied However, we fully investigated the serial # on the unit Ms***s had in their possession with Microsoft directlyBased on our investigation, we were unable to verify the serial # they receivedFor resolution, we have agreed to have Ms***s bring back the Surface Tablet and our store will accommodate a return/exchange or refundThank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Our Geek Squad team was able to connect and speak with Ms*** on Friday and we are currently working with her and our field leadership to get the soonest possible appointment scheduled to bring this matter to a full resolution

Revdex.com, Thank you for bringing this to our attentionPlease know that our General Manger personally reached out to the customer and worked out a resolveThank you for allowing us to address the customer's concern Regards, Sarah L

Dear Revdex.com,It is Best Buy published policy that there is no price matching from 11/24/through 11/28/2016.Thanksgiving trough Cyber Monday.This request is denied.Best Buy consider this matter resolved.Thank you.Larry S

I am rejecting this response because:If it is the price issue, they should have sent me an cancellation email insteadI only got a notification email from BestBuy saying that my order is ready to pick upHowever, when I came over, they say that my order has been cancelled and item is not in stockI do not know whether it is their system problem or they just trying to to trick customer into their stores to buy other stuffs.I still want my order or compensation for the hassle I have to go through.Thanks, [redacted] **

Thank you for referring this matter to us for reviewI have looked through the previous funds and seen that it was cancelledI have requested a new gift card for the amount of $fund # [redacted] and the customer should receive it within 10-business daysI have documented his complaint under case # [redacted] We apologized for the miscommunication.Best regards,Karla [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about the refund for order number BBY [redacted] My name is [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 youWe value feedback such as this, as it helps us make decisions for the future of our companyI will be happy to refund you the amount of for the Black Titanium Internet securityThe card numbers ends in 0788, is that correct? Please let me know ***, again I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at ***[redacted] @bestbuy.com Sincerely, [redacted]

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the [redacted] gas stovetop to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving Mr [redacted] 's Revdex.com complaint, we contacted our PAC Sales team on the replacement / exchange requestWhile we would be unable to accommodate their compensation request, the PAC Sales team has created a new Sales Order (SO) #on 03/16/for return and exchange of their unit and scheduled for 03/24/n Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: Best Buy feels that we have fully addressed Ms***’s concerns that were forwarded to your office in our previous response and we maintain our position We brought up a purchase from last year to note the customer was made aware of our return and exchange policy for opened media at that timeAs previously noted, Best Buy is unable to accommodate the customer’s request for a return for a refundRegards,Kathryn S

Dear Mr [redacted] ,Thank you for bringing this matter to our attentionWe apologize for any inconvenience this delay may have causedWe have verified that the purchase account, and the My Best Buy account to be used were different on the original transactionUnfortunately this means we will have to manually adjust the correct account by adding the points inDue to a system upgrade issue, we have been recently unable to perform these manual point adjustments and we have a team allocated to work that queue once the systems issue is correctedPlease know that we will make the adjustment you've requested and we will inform you once that change has been madeWe are working to resolve these issues in a timely manner and apologize for any delay.In regards to the pre-order, if a pre-order is not placed for any reason, you are not eligible for the benefitsWe offer in store means of placing a pre-order and if you are unable to do so in store, you can place a pre-order on www.BestBuy.comPlease see our terms of use on www.BestBuy.com for more information.Thanks,

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Hello Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about the cancellation of your monthly-billed Geek Squad Protection planI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about this situationI am ordering a $check to be sent to you at the address cited on your complaint to resolve the matterThat check will reach you within approximately weeks Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this concern Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted]

Dear Revdex.com,The customer refused our direction of sending the unit to service before the plan had expiredBest Buy has fully addressed this matter and our stance remains the same.Thanks,