Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer purchased a Geek Squad certified refurbished Lenovo Y-Touch-laptop on 10/14/The customer did experience issues with the unit to the point that an exchange was offered to the value of what he paid for the LenovoThe customer selected an HP computer on 11/16/He did have issues with this unit and exchanged it for an identical one on 11/21/After researching the customer's issues in the specific instance, we acknowledge an alternate resolution has to be offeredBest Buy will work with customer on getting an exchange completed as close to the specifications he requests as possible on a different unitWe have connected with the customer, and he is satisfied with the proposed resolution Thank you,

I am rejecting this response because: I am rejecting this response because the person I spoke with on the phone with Best Buy consumer relations stated that the gift card was for my frustration and time spent on the phoneI had called and got hung up on after being on hold for minutesI then called back again and the girl didn't want to help meIt wasn't until I asked to speak with her supervisor that she made an attempt to look everything upBy that time I had been on the phone for an hourA $ [redacted] gift card will in no way even begin to cover the cost to replace the $phone that we have to purchaseIt's absolutely ridiculous that Best Buy would say you have no way of knowing what conversation happened between the employee and customerThat is implying that you're calling me a liar which is absurd and just adding insult to injuryYou can look at our purchase history (we have bought all of or phones from bby) and every time we have purchased phones prior we have purchased the Best Buy protection on all phonesEVERY TIME!! I feel like I would be getting treated differently right now if it was the Best Buy protection what was neglected to be added and not the sprint protection planIt is a disservice fo Best Buy to be treating their customers in this manner especially when electronic retailers are a dime a dozen

Dear Revdex.com, Thank you for bringing Mr [redacted] 's concerns to our attentionWe will resolve with the customer outside of the medium of the Revdex.comSincerely,Kelsey F

I am rejecting this response because:The plastic gift card never left my possessionBestbuy allowed the thief to redeem it as an e-gift card

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the Samsung TV purchased from our online store and delivered on December 1, to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe return policy posted on our website for our customers on online orders is 15-days from the date the product is receivedWhile we apologize if Mr [redacted] received any misinformation regarding a 90-day return policy, our policies can be found at the following website hyperlink for clarification: https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat [redacted] 014.c?id=pcmcat [redacted] Additionally, Best Buy is unable to substantiate Mr [redacted] ’s allegation of the TV being received damaged at the time of delivery and any items received damage would need to be reported within the 15-day return period for an exchange, return or refundWith the TV being outside the return period, we would be unable to accommodate Mr [redacted] ’s return, replacement or refund request Mr [redacted] can contact Samsung directly at ###-###-#### for diagnostic service on the internal crack they described under the manufacturer’s warranty for repair or replacement they provide 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 to our attentionI tried to call [redacted] on 3/24/but I had to leave a voicemailIn looking at the tracking information, it does show that the package went to an undelivered address but was then reroutedPlease let us know if it has still not been received Thank you, Dan S.Best Buy

Dear Revdex.com,Thank you giving us the opportunity to address our customers concernsOn 12/19/we refunded the customer the full purchase priceThis refund will be applied to the credit card used in the original puchaseIt could take to business days for the customer to see this on their credit card statementBest Buy feels we have fully addressed this concernThank you Gail D.Best Buy

I am rejecting this response because: First off, I have records of every phone call made to BestBuy, so you're blatantly lyingMy phone bill from verizon easily shows proof of every call made.Second, I was told by you team that if I discontinued my payments I would still be covered until 12/A response recorded by youYou not only ignored this part of my response, Larry, but are also asserting a divergent statement from the one made by your support team.And no, Larry - the IEMI number associated to the plan is NOT correctI have an iPhone 6s PLUSNot an iPhone 6sUnderstand? I have the receipts from BestBuy showing the AppleCare contract number and the phone purchased.Your response was not only condescending but completely ignorantIt's clear you have not investigated anything and maintain the same culture of dishonesty and ignorance as your support teamBestBuy maintains disgusting customer service and actively induces extortion by coercively cajoling money for no service renderedYou should be ashamed of yourselvesCompletely disgusted by your team, Larry

Dear Revdex.com,Best Buy feels that we have fully addressed customer’s concerns that were forwarded to your office in our previous response and we maintain our positionThank you,

August 18, To Whom It May Concern: Best Buy apologizes for the inconvenience described by Ms [redacted] regarding her appliance purchase and installation The installation has since been scheduled for August 19th and our agents are continuing to work with her directly for a resolutionNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

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 meBest Buy is saying they will contact me in their response to youAs yet they have notMaybe you can give them another nudge?

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by the customer when dealing with damaged gift card Upon reviewing, we have noticed that the customer has been used since this complaint was submitted therefore we consider this matter resolved Please forward any additional concerns and our offices will address accordingly Thank you

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Revdex.com, Thank you for bringing this to our attentionPlease know that I reached out to the upper store management, including Brenda's direct Manager, to make them aware of the matter, and allow them to address the customer's concerns Brenda personally connected with the customer yesterday to hear his issues and apologize for the experience They also discussed his experience with [redacted] once he left our store as wellThe customer called [redacted] on 09/27/2015, and was disappointed that they would not come to his home to help resolve his issue with his unitHe was then told by [redacted] that they would replace his unit; however, it would take days before he would receive his new TVMr [redacted] then called in a repair person to look at unitIn that visit, they discovered that the issues the customer was experiencing were caused from his surge protector; it was making the television shut off during his shows Brenda apologized that we were unable to exchange the unit in the store, and invited Mr [redacted] to shop with us againBrenda offered to supply a personal shopping experience with her on his next visit Thank you again for allowing us to address these concerns Regards, Sarah L Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Brenda called to apologize she also stated that after speaking with corporate, that they corporate sided with her in this matterOk why side with me the customer, all I did was think highly enough of Best Buy to go in their store and spend thousands of dollars.So why side with me? The only reason why she apologized was because she was instructed to do so by her superiorsIf I had not filed this complaint I would have never heard from her or Best Buy even though I was trying to bring it to their attention that a problem existed Also [redacted] did not say days it was to days, but I could hardly understand them because all [redacted] customer service is routed through Central America the accent is to hard for me to understand it took days of calls to them to reach their decision to replace said Tv Brenda did say the next time I come in to look her upWith the response from Best Buy of offering a personal experienceWhat does that mean? What is the definition of a personal shopping experience? First of all after the treatment I received I do not feel welcome in the storeI also believe that my business is neither wanted or appreciated To Revdex.com did you know that as a Best Buy customer you are rated on levelsLevel is a core customerThat's the bottomLevel is eliteLevel is Elite plusHere when I purchased the Tv I even opened a Best Buy accountYet when I tried to bring the attention to the manager I was treated like I was a second class citizenI truly wonder after all the monies spent at that location throughout the years how I rate as a customer now? Probably something lower than core by the treatment I receivedI have since closed the accountAlthough there are still several things I need Like a Go Pro camera, a new copier, printer fax, scanner, but as I stated for the reasons mentioned I do not even feel welcome in the store Truthfully, [redacted] J***

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that Best Buy has contacted Mr [redacted] and made an offer which Mr [redacted] that he has acceptedWe are refunding $back to the credit card used.Thank you

09/22/To whom it may concern, After review, Best Buy has offered a one time exception to refund the missing product We now consider this issue fully resolved Nevertheless, please feel free to reach out directly should further issues arise

Dear Revdex.com: Thank you for sending this over to our attentionOur return and exchange policy is designed to keep prices low and prevent unnecessary returnsNear the bottom of each receipt, the following is printed: Valid ID is required for returns or exchangesID info may be stored in a secure, encrypted database used for tracking returns & exchangesBest Buy reserves the right to deny any returnFull return and exchange policies are online at www.BestBuy.com Additionally, on under the Return & Exchange Policy heading, the following is displayed: Why We Need Your ID Like many retailers, we use a third party to help prevent losses by detecting improper returns, and, except where prohibited, require a valid ID for all store returns that lack proof of purchaseReimbursements on returns lacking proof of purchase may be denied or limited and state sales tax and fees will not be reimbursedWe accept U.S., Canadian, and Mexican Driver's Licenses; U.SState ID; Canadian Province ID; Matricula Consular; U.SMilitary ID; Passport; U.SLaser Visa; and U.SPermanent Resident CardOur third-party processor may record your ID information when you return an item, and keep it in a secure database to help us validate future returnsIf we caution you or deny your return, you may request a copy of your Return Activity Report by calling ###-###-####

I am rejecting this response because: I do not understand what the message is sayingIt states that it "is eligible for a refund," but the it also says I'm outside the return date and if I'm having trouble with the product to contact the manufacturerSo am I going to be able to take them back for a refund on my charge card?

Revdex.com,Thank you for bringing this to our attention Please know that we explained to the customer that SIM cards are nonrefundable under our return exchange policy However we are sending the customer a check for the value of the SIM cardsRegards, Nick S

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the Del laptop purchased from our online store to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsThe Dell laptop computer Mr [redacted] purchased from our website (BBY01- [redacted] ) was a factory sealed package on 07/04/2017; and Best Buy denies any fix or repair on the unit before shipping Dell offers a 1-year manufacturer warranty for repair or replacement on their product sold in our stores or websiteWhile we would be unable to accommodate Mr [redacted] ’s replacement request outside the 15-day return policy, we encourage Mr [redacted] to contact Dell directly at ###-###-#### for repair or replacement under the manufacturer’s warranty they offer on their product In addition, Mr [redacted] has the option of bringing the unit to a local Best Buy store as our Geek Squad can send the unit to our service center for Dell warranty coverage Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

03/28/2018To whom it may concern,After review, the customer purchased an Apple MacBook Pro MJLQ2LL/A While this model was first introduced by Apple in Mid-2015, the serial number for the product the customer purchased indicates it was indeed produced in We try to be as accurate as possible with the information we present on the Best Buy PropertiesWe will make reasonable efforts to accurately display the attributes of the products we sellWe do not warrant that product descriptions or other content is accurate, complete, or error free In this case, as the product was purchased so far outside of our return policy, we will be unable to honor the customer's request to return or exchange this product