Best Buy Stores, LP - US Headquarters

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 with his car stereo We have actively reached out to the customer and came to a resolution at this time Best Regards,Bethany H

Dear Revdex.com,After reviewing the customer's account, we do not see a charge for order [redacted] In order to further assist, we will need the customer to provide the receipt information for the orderOnce we have this info, we will be able to more forward.Thank you for your time,Cassie E Exec Res Sr

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

Dear Revdex.com, Thank you for forwarding Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused to the customer We have followed up with Warrantech directly and have found they have fully resolved the issueNo further action is neededBest Buy/Pacific Sales considers this matter fully addressedSincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Dear Revdex.com, The Free Platinum headset was listed in error and orders were canceled because of thisWe would encourage the customer to re-order the item as it is now correctly listed Thank you, Dan SBest Buy Executive Resolution Team

Initial Business Response / [redacted] (**00, 5, 2015/09/14) */ Dear BBB, Thank you for bringing Mr. [redacted] 's concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. Any free antivirus or security suite that is offered with a computing purchase... starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $ [redacted] Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved. Regards, Kathryn S. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this BBB complaint to get an answer from BBY that included a $ [redacted] gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved. Final Business Response / [redacted] (4000, 9, 2015/09/16) */ Dear BBB, Thank you for bringing Mr. [redacted] 's concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. Any free antivirus or security suite that is offered with a computing purchase starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $ [redacted] Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved. Regards, Kathryn S. Rebuttal As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this BBB complaint to get an answer from BBY that included a $ [redacted] gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved. Response to rebuttal Dear RevDex.com: Best Buy feels that we have fully addressed Mr. [redacted] 's concerns that were forwarded to your office in our previous response and we maintain our position. I do not see any notes the customer was told the software was incompatible. Additionally, the customer states he left the country for a period of time and contacted us again regarding the software. This was more 4 months after the purchase. As noted before, a complimentary anti-virus subscription that is included with purchase is activated at the time of purchase. A $ [redacted] gift card has been issued as a customer service gesture, and Best Buy considers the matter closed. Regards, Kathryn S.

Dear Revdex.com, Thank you for bringing Mr [redacted] concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing details of the customer’s order, our delivery team did not feel comfortable moving the customer’s old refrigerator from the location as it is in a tight space and the team did not want the possibility of damaging the customer’s home Our team worked with Mr [redacted] to set up a new time for a team to come out and attempt delivery and installation with the understanding that a different team may also come to the same conclusion and not feel comfortable completing the workMr [redacted] informed us he decided to cancel his order Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com: Thank you for sending this on for reviewI have issued a refund for the Geek Squad renewal since this appointment never came to fruition you never received any benefit within the two-year renewal periodPlease allow 3-days for it to postThank you!

Dear Revdex.com, Thank you for bringing this matter to the attention of Best BuyCorrespondence regarding this matter has been received and addressed to myself for further reviewAfter reviewing our payment history, an unexpected error did occur and Best Buy has issued a refund in the requested amountOur customer has been informed of this error and is expecting to see a refund if one has not already been received While Best Buy considers this case closed, any new information regarding this matter will be attended to with proper responseThank you for your assistance in resolving this matter.Best regards,Shane M.Executive Resolution SpecialistBest Buy CorpINC

Dear Revdex.com,Thank you for contacting us regarding this matterBest Buy reviewed the complaint presented by the customerAfter contacting the in-home service teams, it has been determined that an exchange is warranted to resolve the issueBest Buy personnel have left a message for the customer requesting a call back so the details of the exchange process can be discussed As soon as the conversation takes place, we will move forward with providing the desired resolution.Thank you,

Dear Revdex.com: If the customer was advised to keep the product, then a re-billing would never be justifiedI am sorry for the misunderstandingThank you!

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed the Customer and am waiting for a responseWarmest Regards,Best Buy

Initial Business Response / [redacted] (1000, 10, 2015/07/27) */ Dear Revdex.com, Our records indicate Mr [redacted] has been refunded fully for the equipment and services purchasedWe sincerely apologize for any inconvenience this has caused and will be making making this visible to local leadership Sincerely, Dan [redacted] Best Buy Executive Resolution Team

I am rejecting this response because: Best Buy should be held at some level responsible for the situation because there are selling the Frigidaire appliances and making money off the sell of the itemI understand that because I didn't buy the protection plan in the beginning that it isn't coveredBut had I brought it in the beginning Best Buy would have still required me to use the Manufactures warrantyI guess at this point I have to accept your response and resolve to the fact that I won't ever purchase anything else from Best Buy againIts unfair that Best Buy gets portions of the money for ripping me off, but holds no liability for the products that they sellYou didn't even include any other resources or helpful information to getting my situation resolvedI will take that as I have just been robbed and you are basically saying leave you alone about it

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Dear BBB, Thank you for bringing Mr. [redacted] 's concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer. Cell phones and devices with a carrier contract have a 14 days return... and exchange period. This time starts on the day the customer acquires the product. Mr. [redacted] 's return period expired on 12/10, and Best Buy is unable to accept a return of the purchase in question. Regards, Kathryn S.

Dear Revdex.com - We have reached out to [redacted] to provide him with information regarding resolution of his concerns We will be closing our investigation of this matter at this timeRegards, Amy

Hello Terrance, I'm unable to locate the original receipt for this purchaseIt was purchased using my husbands Best Buy accountHis name is [redacted] Are you able to find this order using his name or is there other details that I can provide to help you find this? [redacted] 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

Initial Business Response / [redacted] (1000, 7, 2015/12/31) */ Dear BBB, After several more delivery attempts for Ms. ***, we found we were unable to locate the correct part required. After our failure, Ms. [redacted] opted to cancel her order and receive a refund. A $***.00 Best Buy gift card is being... provided to Ms. [redacted] as a gesture of goodwill for the inconvenience and frustration that this situation has caused. Please let me know if you have any questions. Kindest regards, Cassie E. Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) BestBuy came and picked up the washer and dryer this Monday (Jan 11, 2016). As of today (Jan 14 2016), I have received neither the refund nor the $ [redacted] gift card. I was informed that it takes 3-5 or even 7-10 business days to process the refund. Given the inefficiency of BestBuy servicer I experienced in the last 2 months, I do not consider the case settled until I see a full refund to my credit card.

Dear Revdex.com, The customer was requesting a refund of $for different price matchesAs noted in our first response, we were unable to investigate one of the requests because the customer did not include a link to the competitor’s price/product nor name the competitorWe have sent a $gift card to cover more than what the customer was asking forAdditionally, I have found the customer was granted the additional $refund he was requesting by a different agentWe have submitted for refund of $for the WWE Roadblock DVDPlease allow 3-business days for the refund to be processed In summary, the customer has received a total price match refund of $7.56, a $gift card, and a refund of $for receiving the wrong item Best Buy considers the matter closedRegards,Kathryn S

Dear Revdex.com: Thank you for this referralWe did successfully process the refund on 1/10/Thank you!