Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for bringing this to our attention, please know we have been able to process a refund of $back to the original form of paymentRegards, Nick S

Dear Mr [redacted] - It sounds as if you returned the purchase without a receipt In that case, our stores will only provide a customer with the lowest selling price and not offer a refund of the sales tax Based on the information that you have provided, and given the fact that I am unable to locate the purchase with the information you have given me, the refund that you were offered is correct under Best Buy's no receipt return policy.Regards, Amy C

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence regarding the matter has been brought to our Executive Resolution Team for proper reviewPlease be advised that per the terms and conditions of the Protection Plan, the store has already provided the customer with a gift card totaling the amount the customer paid for his product, including tax, which has fulfilled his planBest Buy will not be providing any further store credit Best Regards, Bethany H http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_current_englis...⇄

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the Insignia TV purchase and return request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe 15-day return policy is printed on our purchase receipts at the time of purchase and posted in our checkoutsItems that are returned damage or defective after the return period would be deniedThe full return and exchange policies can be found at the following hyperlink from our website: https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608000500...⇄ We only offer this for clarification and Ms [redacted] ’s feedback regarding our return policies is very much appreciatedWhile we apologize again for any lapse in professionalism or courtesy displayed by our employees, please be assured we have documented Ms [redacted] ’s feedback at our corporate office (case # [redacted] ) After receiving Ms [redacted] ’s Revdex.com complaint, we contacted her directly and was informed they disposed of the TV and no longer have the unit in their possessionAs a customer service gesture of goodwill and better Best Buy experience, we have sent Ms [redacted] a $ [redacted] Best Buy gift cardThe gift card should be received in approximately 10-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Dear Revdex.com, Thank you for bringing Mr [redacted] 's concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer Best Buy provides service for mobile phones in accordance with the terms and conditions of the Geek Squad Protection (GSP) plan the customer purchased, and there are no refunds for monthly GSP plans Additionally, the customer the customer contacted us on 6/23/regarding two charges for $10.62, and he was notified the charges were for two separate phones and provided the purchase datesThe customer advised the agent he traded in the phone purchased on 7/9/13, and wanted to cancel the GSP plan for that phone while keeping the other GSP plan (purchased on 4/22/14) active Best Buy will not be providing any accommodations for this issue Regards, Kathryn S

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Hello Mr***, Thank you for contacting best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive resolution team at Best Buy corporate First, I want to apologize for the poor service that you received in storeAfter working with store management I am confident that the necessary steps are being taken to prevent similar situations from arising in the future The general manager of the store local to you has placed and order for a replacement cord and remote control to shipped directly to youPlease know that this can sometimes take 10-days to arrive Thank you so much for making best Buy aware of this situation Kindest regards, Cassie E

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence regarding this case has been brought to our Executive Resolution Team for proper review We are very sorry to hear about the described difficulties experienced in an effort to obtain rack replacements for the customer’s dishwasher After reviewing the purchase and the associated receipts the racks are covered by the customer’s protection plan We sincerely apologize for the incorrect information At this time the proper field leadership is in contact with the customer and is in process of confirming the appointment after the parts arrive Best Regards, Amanda H

I am rejecting this response because: First of all, you have records of my return history going back to 2010? That means that instead of being year to year, you are holding years against me No other store I do business with does this That is creepy and I question the legality of it But it really doesn't matter what I say here because you don't really care Best regards to you as I will purchase my electronics elsewhere, where they don't keep records of me like I'm a criminal and actually abide by their return policy

Dear Revdex.com,The Customers concerns have been resolvedI have spoken to the Customer confirmed appointments and verified that they are pleased with the resolution.I also have emailed my contact information to the Customer for future reference.If there are any questions, problems or concerns, please feel free to contact us.Warmest Regards, Best Buy

Dear Revdex.com,Thank you for sending this over for reviewI have looked into the customers complaint and I see that the plan has not been cancelledI have successfully cancelled the plan and will refund in full $in a form of a checkI will have this mailed to the address provided in this complaintThe customer will be receiving this in 10-business days and the reference number is [redacted] .Thank you,Karla [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/09/03) */ Dear Revdex.com, Thank you for bringing Ms [redacted] 's concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer Management at the customer's local store worked with their AT&T representative to resolve the issueAT&T offered to cancel the contract and waive all activation fees for the customerThe customer decided to keep service on the phone, but cancel service on the tabletThe customer was able to keep the tablet as a customer service gestureBest Buy considers the matter resolved Regards, Kathryn S Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never offered the opportunity: "AT&T offered to cancel the contract and waive all activation fees for the customer"....If I had been offered that I would have taken the offer ! This is very upsetting because I had actually said I wanted to cancel my contract with AT&T, return the phone to BestBuy and have them give me if not my old phone, then a phone equal to what I gave to them, which was a Galaxy 4....Jacqueline said they could NOT do thatAnother example of misrepresentationBased on that answer I THEN agreed that AT&T would refund $which they charged for activating the tablet...but when I looked online they only deducted $45....If it is true that AT^T will cancel this contract, that is what I want to do ....IF YOU check my complaint above, I state that I want to CANCEL everything, that has always been my desireplease contact me Final Business Response / [redacted] (4000, 14, 2015/09/04) */ Dear Revdex.com, Best Buy feels that we have fully addressed Ms [redacted] 's concerns that were forwarded to your office in our previous response and we maintain our positionThe store noted what was offered to the customer in an effort to resolve the issueThe customer states she wanted to get back her old phone or one equal to what she traded inThis is not possible as the customer traded in her old phone for a $gift cardTrade in transactions are final as noted on the trade in paperwork the customer received Regards, Kathryn S

I am rejecting this response because: I followed Bestbuy.com's instruction which told me to go to the closest store, a Bestbuy mobile in Menlo park mall, I got rejected, they told me to go to the big store, so I followed their instruction again, driving minutes to the big store, and was rejected again because they sent the wrong itemI was simply asking for a prepaid mail label, so that I don't waste another hour on their mistake, is that too much to ask?! Or best buy from the very beginning sets up all these troubles just to reject returns by hassling customers again and again!

I am rejecting this response because: Best Buy trivializes the truth, The delivery date of 5/was when we refused the sub par productThe delivery dates were changed times w/o ever telling my husband or I the product was sold outIt was not until we spoke to an escalated manager that we were informed of the out of stock productPlease know that measly $gift cards is not commensurate with the stress, frustration, or loss of food as a result of no oven range for weeksYour customer care is poor and lacking and all your company does is provide meaningless apologiesAfter reading Best Buy's forum page and responses on the internet it shows the business practice is deplorable when customers feel they should be provided average customer serviceYou give out apology's, however, you don't changeSo the apologies mean nothing if new policy isn't implemented or established to prevent those same mistakes from happening againPlease know many people will patronize other company's when they feel their hard working dollar is not appreciated with you all

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters After looking into your account I found that tracer had still not been filedAs a one one time gesture of goodwill, for the significant delay you have experienced I have issued a refund for your productThis can sometimes take up to one full billing cycle to show on your account Mr [redacted] , I apologize for your disappointment, as we value your business Thank you for making Best Buy aware of this concern Sincerely, Cassie E Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks Revdex.com and Cassie EI have received the refundThanks!

Dear Revdex.com,I have refunded the customer $back onto her orderPlease allow 7-business day for the refund to process since we are experiencing a delay in refunds due to the holidaysThe customer confirmation number is [redacted] .Thank you,Karla [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Dear Revdex.com, Thank you for bringing this matter to our attentionAfter checking the order number provided, we were able to verify the issues the customer encounteredWe connected with the customer and offered a resolution that was accepted Best Buy considers this matter closed Regards,

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 HeadquartersI apologize for the difficulties you experienced with getting your Mac Book Pro repaired / exchangedPer our phone conversation I am pleased to hear that we were able to provide an exchange for you today 3/31/and that the matter is resolvedThank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolvedSincerely, Larry S [redacted]

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the gift card promot and online order purchase to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted Ms [redacted] and informed they have received the credit from our team member Amanda [redacted] for a $credit to the order Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for any inconvenience this has caused the customer We have verified that the full refund has been processed for the Microsoft amounting in $ The confirmation number of the refund is [redacted] and the customer should see the credit within 5-business days This should now complete the customer's desired resolution and we will close our case Best Regards, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate that the refund was processed, I still do not have proof of returnBest Buy's internal reference number does not help in showing my bank proof of return, including the amount, date of process, and my card informationBest Buy needs to provide a receipt Final Consumer Response / [redacted] (3000, 11, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Failure to provide proof of return is ridiculousIn order to prove to my bank you actually processed the return, a receipt is necessaryThe email sent only says the amount and date, not to which card, which I asked for, repeatedlyAll of this still doesn't even scratch the surface of the poor service received on multiple occasions Final Business Response / [redacted] (4000, 9, 2016/02/19) */ Dear Revdex.com, Unfortunately, since this subscription cancellation was done over the phone and not in a store, there is not a receipt or proof of return to provide The customer has received an email from a supervisor and our corporate office has confirmed that the refund and cancellation was processed on 2/12/ The refund can take up to 5-business days for the customer's bank to apply the fundsToday is the 5th business day and we ask that the customer contacts us if the credit has not been received after the 7th business day Thank you,

Revdex.com, Thank you for bringing this to our attentionPlease know that, respectfully, it is the customer's responsibility to retain a copy of their sales receiptWe do our best to track purchases as a courtesyAll of the purchases I was able to find received pointsAfter every points is earned, the customer is emailed a $rewards certificate for each point accumulationAll points must be used by the end of each calendar year, and the account resets at the beginning of the following calendar yearThis year, the customer's purchases did earn him one $cerificarte which was emailed in October; however, the certificate was not used and has passed the expiration dateAs a courtesy, I have reissued the $certificate to the customer, and this will be emailed him with the email provided when he set up his My Best Buy accountI would advise that the customer check his junk and spam folder as wellRegarding the purchases in question, Best Buy would need receipts to add these pointsIf the customer has the date, the total; amount of each purchase, and the store where they were made in, I can try to manually locate the receipt; however, there are no guaranteesWe will certainly do what we can to help the customer try to locate the these transactions, but do know that we cannot add the points without proof of purchaseThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L