Best Buy Stores, LP - US Headquarters

Dear Revdex.com - We have reviewed our contact information for this customer and are unable to find any active Reward Zone accounts that may have issued a certificate in February If the customer is able to provide us with a membership number we are happy to review that account for any certificates that may have expired recently However, without an active Reward Zone account, we are unable to honor the customer's request Regards, Amy

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Hello Ms***, Thank you for contacting Best Buy through the office of the Revdex.com about our return and exchange policyMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulty that you've had with your computer 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 company Best Buy provides a day return and exchange policyThis policy is provided to you at the time or purchase on your receipt, as well being posted at each cash register and on BestBuy.comIn an effort to remain fair and equal to all of our customers Best buy is not able to make exceptions to this policyI am sincerely sorry for any disappointment that this causes you Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation Kindest regards, Cassie E Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it my concern, I do not accept this response from Best BuyTo me it feels like a very general response.In my opinion, it's very indirect and genericThere was no understanding of my situation, or even an offer for a resolutionIt was basic day and go awayI left a review on Google, and I will continue to leave reviews until someone from Best Buy takes the time to careNow I am left without a computerI guess I can sell the television that I just bought from Best Buy under my husbands account (719) [redacted] to buy another computer because at this point with the difficulty from the manufacture, I don't have any alternativeMe and my husband have been a good customersI have bought all my electronics from Best BuyIf you would like to take the time and effort to look up the information, you will find we are loyal customersI am very disappointed that the Manager Christa will not be talked to and that no one cares about my situationIs it practice for customer service managers to be rude to customers and scare them away? I have higher expectations from a manager of a major company like Best BuyThis day exchanged policy has been broken before, and I was allowed to receive a refund.So, I know for a fact that your company makes exceptions to the return policyJust generally throwing your policy out there is not satisfactoryThe computer can go in the trash because I just wasted for nothing.In the future, I will not buy a single thing from Best BuyBeing that things may not be resolved here, and my case wasn't taken into consideration, I will see about going directly to the Cooperate Headquarters if I am unable to resolve this issue here.I need a computer, and I don't have dollars to spend on another computer.It would have been nice to have consideration and customer support from Best Buy.I would ask again that someone actually take a closer look at my case, pull up my customer history between me and my husband, and takes the time and effort to support me as customerAgain like I mentioned before, I was only asking for a working computerNow I am asking for a possible refund completely so that I can take my business to someone else that will sell me a working computerI would ask a second time that someone actually talk to Christa about better customer service behaviorThank you for you time [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/18) */ Dear Revdex.com: Best Buy feels that we have fully addressed the customer's concerns in the response that was forwarded to your office, and we maintain our position Nevertheless, please forward any new information or additional concerns and we will address accordingly Thanks, Cassie E

Revdex.com,Thank you for bringing this to our attention We were able to mark down the new laptops in addition to what was done at the time of the exchangeRegards, Nick S

Revdex.com, Thank you for bringing this to our attention; Pleas know that I see two purchases of Beats headphones for this customerThe other purchase was in July of from our online channelAfter researching the matter, the serial number on the unit did not match the serial number for the unit we sold the customerAs such, we would not be able to return or exchange the headphonesPerhaps the customer mixed up the headphones he purchased in for the recent headphones and took back the incorrect pairI would have him check his headphones to be certainPlease know that we do collect the serial number at purchase, and can only return or exchange the unit with that serial number Thank you again for allowing us to address these concerns Regards, Sarah L

Dear Revdex.com, Thank you for forwarding Ms [redacted] ’s concerns to us againOur policies are put in place to make the shopping experience fair for all customers, while also keeping our prices lowWhile we understand the disappointment of not having a fully functioning product, we also need to consider that Best Buy provides ample opportunity to make a returnWe provide the dates of the return period to the consumer on their purchase receipt, and it is also available on BestBuy.comWe have reiterated there is no way to substantiate the item was damaged in transit during the delivery due to the amount of time that has passed since thenWe have also provided alternatives to her to get the matter resolvedBest Buy will not be replacing the customer’s television and this response firmly closes this matterSincerely, Kelsey FExecutive Resolution Specialist Best Buy

October 19, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as we have contacted him via phone and offered a make good adjustment to his My Best Buy account as a resolution Mr [redacted] accepted our offer and considered the matter resolved in fullNevertheless, 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 am rejecting this response because: This product has not been used and Best Buy should be able to offer in store credit like all other stores

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the Sony Apurchase and return at our Pasadena store (#125)Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted our Pasadena store’s management team in sharing the feedback on Ms [redacted] experience and refund requestThe Pasadena store processed a $refund todayThe refund transaction 4-part key is as follows: [redacted] Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus Tell us why here

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the [redacted] TV repair or replacement request to our attentionWhen customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy – and available on our website too The GSP T&C states the following under “Exclusions to Coverage:” aextreme environment (including extreme temperature or humidity), external condensation, mold, immersion/submersion in liquid (e.g., pool, bathtub), lightning, fire, flood, insect infestation, rodents, war, terrorism, computer software related failures, Acts of God or other external causes, or use not as the manufacturer intended, as stated in your manufacturers warranty; kIf the use of the Covered Product is not consistent with either its design or the way the manufacturer intended it to be used, e.g., humidity damage on TVs not designed for outdoor use; The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ We only offer this for clarificationMr [redacted] states our Geek Squad did not mount their TV and when out to their home on 5/9/(work order #31999168), the Geek Squad agent noted the following: “TV is mounted over 12ft high on the back porch in an open areaExposed to open elements and that voids the GSPI can see traces of the rain drops on the screen.” The [redacted] owner’s manual can be found at the following hyper [redacted] and includes information on how to mount and to avoid TV being exposed to rain or moisture: http://www.lg.com/us/support-product/lg-50LBWe apologize if there was any miscommunication between Mr [redacted] and the StLouis store (#***) employee with whom they dealtWhile there is no way for the corporate office to determine what was specified between Mr [redacted] and the sales associate involved regarding the GSP coverage benefits at the time of the sale, we do appreciate being made aware of this particular experience Based on the T&C of the GSP plan and [redacted] warnings they note in their owner’s manual, we would be unable to accommodate Mr [redacted] ’s repair or replacement request under the GSP planMr [redacted] has the option of returning to the store and requesting a prorated refund for the remainder of his GSP Thank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com regarding your negative delivery installation experienceMy 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 youWe value feedback such as this, as it helps us make decisions for the future of our companyAs you requested I have refunded the back in the form of a check to be mailed to: [redacted] Denver, CO Is that correct? ***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted]

June 16, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns as the product was not in the same condition as when it was purchased and therefore would not be accepted for a return 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

Dear Revdex.com - Our review of receipts for the past year shows that the customer was warned as recently as April 25, when returning an Asus router We are closing our review of the customer's concerns.Regards,Amy

I am rejecting this response because: Not once has any Best Buy personnel contacted me personally about this mannerI have NEVER heard of such blatant disregard for a customer complaintI find it hard to believe that you spoke with your team and they told you anything as NOTHING prior to today at approximately 1:37pm cst was remarks made to my accountI tried sending video of the incident only to get an email asking what my email was aboutEven if denying my claim was the case, an actual phone call to give the impression that you care about the customers need would have been niceI will continue to file grievance until someone actually listens to my complaintBest Buy is the the absolute most unprofessional company I have ever dealt with through the Revdex.com

Initial Business Response / [redacted] (1000, 8, 2015/12/21) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with the cancellation of two recent online purchasesI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation has caused youWe value feedback such as this, as it helps us make decisions for the future of our company Per our Telephone conversation on 12/21/it has been agreed that Best Buy will honor the prices that you paid for the canceled items and reorder them for you the first or second week of January when you are available to pickup the items at your local Best Buy store or except delivery Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved Sincerely, Larry S

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the My BBY membership account merger request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations Best Buy’s Social Media Specialist Derek [redacted] merged the membership’s accounts under [redacted] ’s name and linked their member # [redacted] to their online account In addition, Social Media Specialist Derek [redacted] added 1,points to their account so a $certificate can be issued and informed Mr [redacted] on the completion of the merger and points in a response to his social media contact to our company on 03/19/This has been documented in corporate case # [redacted] Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setback endured by the customer when dealing with this Upon reviewing the order, we have verified that indeed it was cancelled due to credit card failing authorizationThe order was initially authorized successfully but then failed authorization when a second authorization was sent to the bankUnfortunately there is no way to activate the order but the customer can visit our website and purchase when the item becomes available For product availability the customer can visit the link below:http://www.bestbuy.com/site/searchpage.jsp?st=nintendo+switch+console&_dyn...⇄ Thank you

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding the matter has been brought to our Executive Resolution Team for proper reviewI have actively reached out to the customer by phone and by email, but at this time I have had no responseI will proceed with reaching out to the customer throughout the remainder of the weekRespectfully, Bethany H

Initial Business Response / [redacted] (1000, 7, 2015/09/17) */ Dear Revdex.com, Can we please have the customer provide receipt information or order numbers so this issue can be properly addressed? If this was an in store purchase, please have the customer provide the Customer Pin number located on the receipt Thank you, Best Buy

Revdex.com, Thank you for bringing this to our attentionWe can certainly understand the frustration and inconvenience of having issues with appliancePlease know that Best Buy sent a technician out at no charge to the customer, and determined the issue was not due to the installationIt was determined that the unit has a part failure which caused defrost failureThree parts would be needed to bring the unit back to factory standingThe part list is as follows: A/S ASSY-WATER LEAKAGE Part: DA82-01415A MFG: SAM Description:A/S ASSY-WATER LEAKAGE;NW2,DAPart: DA82-01415ASENSOR TEMP;DKST1329GW Part: DA32-10104N MFG: SAM Description:SENSOR TEMP;DKST1329GW,AW3,-Part: DA32-10104NASSY COVER EVAP-REF;AW Part: DA97-12609A MFG: SAM Description:ASSY COVER EVAP-REF;AW1-Part: DA97-12609AWe also provided the estimated cost of repair with the Geek Squad, which is $The customer is welcome to pursue service as they chooseThank you again for allowing us to address these concernsRegards, Sarah L

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 confusion over the Phone Gift Card Promo and for any inconvenience and frustration this may have caused you Unfortunately, the promotion in question was not available at the time of purchase This was a Black Friday promotion and was only available on that dateBest Buy’s published policy excludes the dates from Thanksgiving 11/through Cyber Monday 11/for any price matchingTherefore Best Buy declines this request Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S