Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 23, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] as the television in question has since been processed for an exchange under the coverage of the service PlanNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) To get this issue resolved after months I had to contact the regional manager several times I learned that when you buy Geek Squad protection and your TV is returned because it is defective you have to pay for this protection again on the replaced TV At no time when I bought the protection was I told this would happen if the TV was defective Because I questioned if this practice was legal I was not charged for this protection I did have to go to the store and spend almost two hours while they processed the paper work to replace the TVThis was difficult because I just got out of the hospital Last we spent $on a new router and modem because the Geeks said the problem was the router & modemThis was not correct it was the TV Final Business Response / [redacted] (4000, 11, 2015/07/28) */ July 27, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] in our previous response as the television in question was replaced under the coverage of the Plan and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

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 We contacted Acer regarding the issue, and they said based on the serial numbers the customer provided to the Revdex.com, the product in question has a valid year warranty that runs into They provided case # [redacted] , and requested the customer call them for assistanceThis information has been provided to Mr [redacted] via phone and email Best Buy considers the matter closed Regards, Kathryn S

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer agreed to the terms of conditions of the Geek Squad plan at the time of purchase which indicate that a fee(s) may be applicable for servicesBest Buy is will not move forward with the customer request to waive the fee or to refund the monthly payments to the Geek Squad plan as the product was covered for the time passedWe are able to cancel the protection plan if the customer no longer wants but she will need to contact Geek Squad to do so at [redacted] Below is a link to the mobile phone terms and conditions file:///C:/Users/a224515/Downloads/gsp_2015_09_13_to_current_v10_english.pdf Thank You,

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the expired Geek Squad Protection (GSP) plans to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when they did not receive GSP renewal reminders for the dishwasher when the plan expired on 02/02/ The GSP T&C states the following regarding renewals: "This Plan may be renewed at our discretionIf renewed, the renewal price may vary based on the age, condition of the product, and current service costs at the time of the renewal." The GSP T&C can be found at the following hyperlink: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2012_07_15_to_...⇄ We only offer this information for clarificationThe GSP plan was not eligible for renewal and we would be unable to accommodate [redacted] 's GSP renewal request on the dishwasher which expired on 02/02/ 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 making us aware of the complaint filed by Mr***Best buy offers a day return and exchange period on cell phonesThis information is provide at the time of purchase on the receipt or order confirmation, as well as being posted at each register and onlineIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policy.We truly appreciate Mr [redacted] as a customer, and are thankful for his regular and repeated businessWe sincerely hope that we have not lost Mr [redacted] as a customer due to this unfortunate experience Thank you again for making us ware of thsi issueKindest regards,Cassie E Exec Res Sr

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 review After review of the Gift Card fund it looks like the Gift Card has been processed and sent to the customer in the amount of $ At this time we consider this matter closed Best Regards, Amanda H

I am rejecting this response because: I didn't notice that they failed to give me back the ether cable from the first time I tried to return the itemsMeaning when I came back to get a refund, I didn't have the ethernet cord, because they kept it

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.I want to thank Best Buy Headquarters for respoinding promplty Best Buy geeksquad agent was able to, after a month of communications, replace my refrigerator and make good on their geek squad warrantyI know have another refrigerator that I hope will last Thanks [redacted]

I am rejecting this response because: Thats incorrect! I never received a full refund to my other gift cardsI only received a courtesy gift cardFor my inconvenienceI was told I would receive a full refund and and a complimentary $gift cardI feel like all of that was said to get me off the phoneShe said it and then didn't follow throughI wouldn't be filing a complaint with the Better Buisness Bureau if I received the refundI don't trust her notes! Notes can be changed

09/06/To whom it may concern, Best Buy has attempted contact through listed phone and email for the customer at a number of times, unfortunately we have not been able to establish contact with the customer regarding this complaint and we will require verification before an order in this status can be manipulated Nevertheless, if the customer would like to peruse the matter further, or should further issues arise, please feel free to reach out directly

I am rejecting this response because:At the time of the snow storm was my only chance to get to the store During the time after I was not in townWhich is what is causing this issueUpon my rearrival is when I promptly came to this store which is what started this whole issueThanks, ***

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence 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 return the mentioned TVAt this time, we have partnered with store management ( Ops Manager, Jacob) who has agreed to process a refund, assuming the TV would meet the regular required criteria for a return to be processed (no damage prohibiting functionality, all accessories present, etc.) We would be happy to invite our customer in at their earliest convenience that we may proceed with fulfilling this requestWe sincerely apologize for any frustration and inconvenience experienced, and greatly appreciate the opportunity to assist in providing a resolution.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Hello Revdex.com, We are following up on our previous response to Ms [redacted] ’s Revdex.com caseMs [redacted] stated in the original Revdex.com complaint the following: “I want the washer replacedQUICKLY.” We would be unable to accommodate Ms [redacted] ’s resolution request for a replacement as per the T&C of the GSP planHowever, we will forward Ms [redacted] ’s request to have the washer repaired onto our service team for in home repairsMs [redacted] will be contacted by the service team in scheduling a repair appointment and to continue with repairs on her unitRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Thank you for sending this for review, I have looked over your order and see that it was indeed cancelled because of the pricing errorI am sorry that you had a lot of issues trying to get a solid answer or explanation as to why this happenedBest Buy tries our very best to make sure everything on our website is accurate and although sometimes mistakes happen we try to correct them right awayIt seems like the error was not caught until after several orders were createdOur process is to automatically cancel the orders that have this SKUHere is where it explains it more on our website --> http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ You defiantly did not deserve the run around for an explanation, I am sorry that you have not received a call back regarding your complaintI have documented your complaint under case number # [redacted] Best Buy will not be placing orders with the price it was listed at on Cyber MondayWe however want to offer you a $ [redacted] Best Buy gift card be mailed to you as an apology on our end and as an invitation to come back and shop with usYou will receive this in 7-business days.Thank you,Karla [redacted]

I am rejecting this response because: BEST BUY CLAIM DEPARTMENT CALLED ON SATURSDAY 10/1/2016, THE PERSON ON THE PHONE FROM SPIRIT DELIVERY HAD NO CLUE WHAT THE CLAIM IS, SHE DIDNT EVEN HAVE THE CORRECT DAY OF THE DELIVERY AFTER I GAVE OUT STATEMENT MULTIPLE TIMES TO BEST BUY, TO SEDGWAY AND TO SPIRIT DELIVERY I WAITED WEEKS FOR SOMEONE TO CALL ME BACK WITH ALL THE WRONG INFORMATION AND SO RUDE THAT HUNG UP ON ME ALL I GOT WAS A CLAIM FORMS THAT I RECEIVED ON THE WEEK OF 10/1/TO HAVE TO ESTIMATE DONE NO ONE CARE ABOUT MY PROPERTY DAMAGE, NO WORD ON IF I SHOULD FIX IT, OR EVEN SEND SOME ONE TO CHECK ON IT TODAY IS 10/13/ I SENT MY ESTIMATE AND PHOTOS TO ALL THESE THREE PEOPLE FROM SPIRIT DELIVERY ( [redacted] ; [redacted] ; [redacted] ) I THINK I WOULD HAVE TO WAIT FOR OR WEEKS TO GET ANY RESPONSE FROM THEMPLEASE SEE ATTACHED FOR MY CLAIM AND MY REPAIR REPORT ESTIMATE

Revdex.com: I have reviewed the response made by Best BuyI do not agree with the tactics they use to entice customers to buy the extended warranty, but obviously there is nothing I can do about itOn the plus side, Best Buy has made me a smarter shopper and hopefully this issue will be viewed by other to be customersCustomers will need to make sure they understand the way the extended warranties(appears there are a few flavors of it) work, or in this case, didn't workDO NOT take the sales person or the cashiers, or even the managers's word on what the warranty does or isBest Buy employees have been told to push the warranty as it is a cash cowIn my case it appears the extended warranty is actually through ***So we might as well not buy the extended warranty and use the manufacturer's warranty and save a few bucksI like to thank Revdex.com for their help in putting me in touch with Best Buy

Dear ***, Thank you for forwarding your concerns to us through the Revdex.comWe apologize for any inconvenience this may have caused you I just sent you an email to the address you provided for some more informationWhen you have a moment, could you please follow up with me directly so that we can resolve your concerns? Sincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 10/9/2017.We have advised the customer that the manufacturer's warranty is not void with the GSP and that we are only able to start the GSP at the date of purchaseAfter discussing this with the customer and informing him that we would not be able to make this a year warranty, with his permission we cancelled the GSP and provided him with a refund of the GSP to the original payment methodNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, John S

November 29, To Whom It May Concern: Best Buy apologizes for the experience described by [redacted] A [redacted] in her contact with your offices It is unfortunate that the phone in question has become faulty and I have requested a $ [redacted] Best Buy gift card to offset additional costs that the customer may incur with getting another replacement under their Geek Squad Protection Plan The gift card will be processed and mailed in the next to business days 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,Thank you for giving us the opportunity to address Mr [redacted] ’s concernsOn April 20th Mr [redacted] purchased a mobile shield install for $7.99, he gave the employee a phone that was not powered on and they proceeded with the installWhen the install was completed, Mr [redacted] turned on the phone and stated that his phone was broken, and someone had dropped itThe customer was assured no one had dropped his phoneThe Geek Squad manager offered to do a hardware test on the phone for free, and the customer declinedThe customer inquired on two different purchases (Sony Camcorder and Motorola phone) if he would able to return it and mentioned the warning he had receivedThe customer was informed that he would not be able to process any returns for monthsThe customer had been previously warned that all future purchases would be declined by the system based on his return/exchange history (Customer received the warning on March 18th 2017)Best Buy is declining his request for a refund based on the fact that he was fully aware that he would not be able to return the Motorola phone at the time of purchaseThank you,Gail D