Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Have attempted contact Customer by phone to resolve this issue have had no reply

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 Thank you so much for all the help you have provided me and for being a consumer advocate I will return the TV which is in perfect condition.Thank you so much!! [redacted]

October 6, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] ’s concerns that were forwarded to your office as the claim in question was tendered to the service provider Spirit deliveryIt is our understanding that Spirit has communicated with the customer as recently as October 2nd via email and they would be responding with their position on the claim to Mr [redacted] shortlyNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, ###-###-#### Direct ###-###-#### Fax Senior Executive Resolution Specialist Best Buy Corporate Campus Terrance [redacted] terrance[redacted] @bestbuy.com

Initial Business Response / [redacted] (1000, 9, 2015/11/24) */ Dear Revdex.com, Our Geek Squad Covert Operations determined that the software installation and services Mr [redacted] received would not have caused a hardware failure He would be responsible for the cost of the repair as the computer is three years old and outside of manufacturer's warrantyWe will have to send the computer out for repair since hard drive cannot be replaced at the store level Thank you, Dan [redacted] Best Buy Executive Resolution Team Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Best Bey Executive Resolution Team are not giving a resolutionWe have had our lap top serviced via internet and even had the hard drive replace by them less than a yearWe follow their recommendation and have the unit serviced every month to make sure the unit would functioned to its optimal functionOvertime they service the unit they do a diagnostic test to see if the hard drive is working appropriate and repair any issues with the hard driveThis was also the case of the last Geek Squad encounter until they ran a diagnostics and erase files and programs and after they performed that function the computer never turned on Final Business Response / [redacted] (4000, 13, 2015/12/07) */ Dear Revdex.com, Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response and we maintain our position Mr [redacted] would be responsible for the cost of the repair Thank you

Dear BBB,Since the store did not provide the sales price and Mr. [redacted] was disappointed, the store ultimately processed a refund to a store credit in the amount he paid (even though we have a comparable model that is currently $450) as an exception for the customer. This essentially... gave him an extra $250 to work with on purchasing the [redacted] 4K that he desired. Furthermore, it appears that he was refunded for his Geek Squad Protection Plan and should not have been since a replacement fulfills the plan. We feel that these additional accommodations more than make up for him not receiving the sales price. Thank you,Dan [redacted] Best Buy

Dear ***, 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, your complaint was forwarded to me for reviewI am very sorry hear about your experience with the delay in delivery of your new refrigerator and apologize for the inconvenience and frustration the matter has caused youI am happy to hear that the Refrigerator was delivered and Tania with customer care at the DDC followed up with you and confirmed that the delivery was complete and installed and that everything is working fine 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

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attention againWe have contacted the customer directly to resolve outside of the Revdex.comSincerely,Kelsey FExecutive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding online order #BBY01- [redacted] to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsMr*** Visa credit card was charged $1, for their online order of the [redacted] laptop; which was delivered and received on December 2, The tracking # verifying this is as follows: UPS Tracking Number: [redacted] Delivered December Left at residential Signed by [redacted] The gift card initially had an authorization hold on the gift card; however, it expired on 11/30/and the funds of $returned to the Best Buy gift card on 12/12/ While we apologize again for the experience Mr [redacted] encountered, we would be unable to reverse the charge as the item was delivered and the online order is in a completed status at this time Mr [redacted] has the option of visiting any local Best Buy store with their online order invoice/receipt as the Best Buy store management can perform a return and re-purchase of the [redacted] with Mr [redacted] using the gift card towards the purchase for partial payment on a new transaction Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Ms [redacted] - We have reviewed the case that you reference and are requesting a $refund from your purchase on 11/21/ We're sorry for the delay in processing this refund, however, the notes in the case created by Alan are not very clear The refund request can take up to business days to be completed and may take up to weeks to be reflected on your credit card statementRegards,Amy C

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] If and when Best Buy headquarters responds as stated with a direct telephone call, email then it is acceptableAnd what is decided from that email/conversation will need to acceptable as wellIf not then further action may be neededLook forward to hear from the respondent Thank you PJM

BBB, Thank you for bringing this to our attention. We understand the customer's disappointment, and apologize that they do not feel this was treated in a manner that was more urgent. Please understand that the information given to our customer is correct. If he is seeking damages for an issue... that he claims Best Buy caused, it must be handled by our claims department, Sedgwick. They will work direct with the customer and address all of his concerns in that claim. The customer can call them to initiate a claim by dialing ###-###-####. Thank you for allowing us the opportunity to respond to this matter. Regards, Sarah L.

07/27/To whom it may concern, After investigation this product would not have been eligible for service from Best Buy at the time of service request as he was only under manufacturer warranty coverage, not Best Buy protection coverage Best Buy has contacted the customer and explained the position, these concerns should be directed to the manufacturer Nevertheless, please feel free to contact us should any further issues develop

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the washer delivery experienced they encountered to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installations [redacted] ***’s Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Tracy [redacted] who contacted [redacted] to confirm the unit was delivered and installed and as a customer service gesture sent a $ [redacted] Best Buy gift card Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team 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 meI am glad Best Buy was able to resolve this for usNote to Best Buy: However, I do feel that Best Buy should amend their Price Match policy to include open box items as well in the future

Dear Ms***,Thank you for bringing this matter to our attentionWe apologize for any frustration this may have caused youUnfortunately the television in question no longer has any warranty under the manufacturer or active Geek Squad Protection Plan through Best BuyTherefore there is no entitlement that can be utilized to initiate repairs or consider an exchange and Best Buy will not be offering a replacement or refund for the customer.Thanks,

December 16, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ***’s concerns that were forwarded to your office as our office has already addressed this matter via an email communication received from the customerThe customer was refunded and received a customer service gesture 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 ###-###-#### Direct ###-###-#### Fax [redacted] Ideation, Context, Maxmizer, Activator, Communication

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Sent the following email: Dear [redacted] , Thank you for contacting the Revdex.com regarding your Geek Squad Service Plan (GSP) concernsI'm Dean with the Best Buy Executive Resolution Team, and your email was forwarded to me for review ***, I was very sorry to hear of your concerns with the cancellation of dishwasher's GSP coverageI have investigated the GSP (# [redacted] ) coverage originally attached to your GE dishwasher purchased on 4/15/14, and found the plan was cancelled on 6/4/15, with a $prorated refund processed the same day Thank you again for making Best Buy aware of your concernsWe do appreciate your patronage, and I hope you will let me know if you have any future questions or concerns Sincerely, Dean [redacted] Senior Executive Resolution Specialist (612) [redacted]

Dear Revdex.com, Thank you for your continued partnership in this matterWhile we apologize for the inconvenience, Best Buy has provided our final stance and that stance remains the sameAll orders placed go through a verification process prior to fulfillment, and at our sole discretion, the address listed has been notated as a freight forwarderWe would again recommend a different address be used, as any orders placed for this address will automatically cancelAgain, we sincerely apologize for any inconvenience this may causeBest regards, Shane MExecutive resolution specialist Best Buy CoINC

I am rejecting this response because: I was told by an employee at BestBuy Rochester MI location that it is applicable for LGPlease provide me a photocopy of the advertisementI personally had spoken to the employee the day before I bought itI was planning to purchase it in store but it was too late when I reached thereI wish I never made purchase online had I known the level of customer service!!

Hello; I am Sarah with the Executive Resolution Team at Best Buy corporate headquarters. Best Buy strives to deliver great experiences for our customers – and to keep our prices low. Like many retailers, we use a third party to help prevent losses by detecting improper or excessive returns.... Several factors are used in the proprietary algorithms to determine whether and when a Warn will be issued.If we issue a Warning slip or deny a return, the customer may request a copy of their Return Activity Report by calling ###-###-####. After receiving the Return Activity Report, if the customer disputes the accuracy of it, there will be directions on how to dispute the report. This is part of our overall policy on returns and exchanges, available at www.BestBuy.com/Returns, in our stores, and on the Warning slip that was issued to Mr. [redacted] . Please know that a onetime exception was made, and the customer is now able to make this return as requested. Thank you again for allowing Best Buy the opportunity to address these concerns. Regards, Sarah L.