Best Buy Stores, LP - US Headquarters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable to me

Revdex.com, Thank you for bringing this to our attentionWe are so sorry to hear about this experience as we always strive for excellenceThe customer should have received a Price Match on all smart plugsTo reach resolution, I issued a full refund of one (1) smart plug, plus tax, for a total refund of $The refund should appear in 1-business days or 1-billing cycles depending on the cardThank you again for allowing us the opportunity to address our customer's concerns Regards, Sarah L

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/05/Best Buy has contacted the service plan administrator and they have setup an appointment for the customer In addition, we have provided them with contact information for our Executive Resolution Team if they need further assistanceNevertheless, please forward any additional concerns to our office and we will respond accordingly SincerelyBest Buy

February 22, To Whom It May Concern: Best Buy is in the process of addressing Mr [redacted] ’s concerns that were forwarded to your office as the services in question are be performed today and our service escalation team will be following up with him upon completion Friday February 23rd Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,I have worked with the customer and have reached out to Sedgwick on her behalf regarding her claim to make sure she gets the proper communicationI have also sent the customer a $electronic gift card (confirmation # [redacted] ) since I do see the order had been cancelledThe customer has my contact information in case she needs further assistanceThank you,Karla

Dear Mr [redacted] - Based on the information that you have provided and a review of your receipt, your television should be serviced by [redacted] under the manufacturer's warranty We have contacted the location where you purchased the television and they have verified that they told you the television would need to be repaired by [redacted] or replaced by them under their warranty as you did not purchase a Geek Squad Protection Plan There was not an offer to replace your television with a used television, however, an offer was made to you for an addititional discount on an Open Box unit if you chose to forgo requesting service through *** Unfortunately, based on the amount of time that has elapsed since you purchased the television, Best Buy is under no obligation to make any offer for replacement or refund to you.Regards, Amy C

Initial Business Response / [redacted] (1000, 11, 2015/07/27) */ Dear Revdex.com, As this is a property damage claim, I have notified our insurance providers, Gallagher Bassett, who will be handling this going forward The adjuster assigned to the claim is named Andrew JohnsonHe will be in contact with Mr [redacted] shortly and will provide his direct contact information Andrew will be reaching out to the delivery team directly to help resolve this claim Thank you, Dan [redacted] Best Buy Executive Resolution Team

Dear [redacted] ,Most Apple products have a serial number that's captured at the time of purchaseOur policy and point of sale system require that the serial number of the product and the serial number captured on the receipt must match in order for a return or exchange to be processedSince you do not have a receipt, any decision made as an exception to exchange/return the product is at the discrepancy of managementBest Buy policy cannot be changed by employees and an oral agreement does not override our policy.We would suggest you contact the person/company that purchased the product to attempt to acquire the receipt and work with the store management as they have the ability to approve and/or offer an exception to our return policyBest Buy has provided our final stance on this matter and that stance remains the same

I am rejecting this response because: The retailer contacted me, and I had a one minute phone conversation with them I did not accept or reject their offer because I was driving and needed to do further review Their sales person was supposed to contact me to follow up, but has not yet done this It has been days So the case is still open

Dear Revdex.com, Thank you for bringing Mrs [redacted] 's concerns to our attention We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mrs [redacted] directly and found a solution acceptable Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com,Best Buy has provided our position to the customer on multiple occasions through the original contact channel with our executive leadership Still, Best Buy maintains our position that this is a manufacturer issue that falls under the manufacturers warranty since Best Buy was not notified of an issue with the computer during the return/exchange period when it could have been processed using our return/exchange policyThe customer will need to work with Lenovo for an exchange or repair of the computer as they are a separate company and we are unable to make decisions for them However, the gesture that we offered of a discount towards a new computer is still validSincerely,Best Buy

To whom it may concern,It is our understanding that we have fully resolved this matter through issuing a credit to the customer's satisfaction for his inconvenience in store. Nevertheless, please feel free to contact us again with any further developments or issues pertaining to this issue.

Initial Business Response / [redacted] (1000, 14, 2015/10/27) */ Dear Revdex.com, Our records indicate that a new phone was delivered on 10/per tracking number: [redacted] Best Buy apologizes for any inconvenience or frustrations that this situation may have caused Sincerely, Ash E Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like it noted that it took complaining on every social media platform I could find for Best Buy to send me a phoneI still believe their customer service is awful and will no longer be shopping or using their services

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Dear BBB, Thank you for bringing this matter to our attention. The customer contacted our corporate offices on 2/16/2016 and accepted a resolution within reference case # [redacted] Best Buy has addressed the customer's concerns and... considers this case closed. Thanks,

Dear BBB,Thank you for sending this for review. I have reached out to the customer a few times via phone and once via email and have had no luck getting in touch with the customer. I will have to close the case however I will reopen it if she needs further assistance. The customer has my direct... contact information.Thank you,Karla

I am rejecting this response because: The geek squad protection was marketed as "insurance" that covered protectionNone of the marketing in the store, verbally through employees or on website discloses in clear plan site that a massive deductible is required The verbal solicitation of worry free coverage for a small monthly fee is enough to qualify for misrepresenting the value of services rendered I will bring this to the attorney general and submit to small claims court if we can not find resolutionRegardless, of outcome they will have accrued much more than dollars in time and money than to just rectify this issue

Hi ***, I am still working on this issue for you but will be in touch with you as soon as I am able to, outside of the Revdex.com, for resolution Thank you, Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Dear [redacted] ,Thank you for bringing your concern to our attentionWe see a claim has been started with Sedgwick who is Best Buy's Claims AdministratorPlease follow up with them regarding this concern An associate has contact you directly instructing you to reach out to themPlease let us know if you have any questionsThank you,Best Buy

I am rejecting this response because:It is a shame that Best Buy thinks that it can resolve an issue by doing precisely what I tried to avoid and complained about: sent me a camera after I tried to cancel the order multiple times, including with their customer service representative via phone Further, since the camera was back ordered, such cancellation was well within their cancellation policy.Further, returning a camera to a store, which is the resolution they suggest, is precisely what I was trying to avoid doing when I tried to cancel that order multiple times right after I found out it was back ordered.I consider this unresolved

I am rejecting this response because: As I stated in my previous complaint, the "signature" is forgedWe have police reports as well as a statement from the front office admitting their employee stole the item in questionI do not care if best buy "considers this matter closed," because it is HIGHLY unfair to the consumer to hold them responsible for THEFT and forged identity, especially when they are given proofThe authorities were contacted, at the request of best buy themselvesWe were told multiple times by their fraud department, we recorded the last conversation, which stated "we will reverse the charge upon receipt of police confirmation and proof of signatures." All of of a sudden they go back on their word? Unacceptableups is "not responsible" best buy is "not responsible" the only one who suffers is the victimVery fair, corporate America