Best Buy Stores, LP - US Headquarters

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 11/13/The customer contacted us and advised us that they have received their refund.Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely,Best Buy

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionWe have attempted to verify the purchase of the gift cards in question and are unable to locate the purchasesCan you please direct the customer to show proof of purchase, either with a copy of the receipt or order number, so we may better look into this.Thank you,Best Buy

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 We have lifted the block to allow him to return the defective computer Thank you

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 meThat is fine as long as someone from Best Buy calls me and refunds my money by the end of this weekI've waited way too long for a refund!

Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters I firstly apologize for the length of time that the service order tookThat was not normal, and is not representative of the customer service that Best Buy strives to be known for Ms***'s satisfaction is important to usTherefore, we have replaced the defective receiver with a brand new unit Ms***, I again apologize for your experience, as we value your businessI hope that you enjoy your new [redacted] product for years to come Thank you for making Best Buy aware of this concern Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am conditionally accepting their response given it took them months to offer a resolution that also had to be further prompted by a Revdex.com complaintThey could have honored an exchange from the beginning and goodwill would've been intactNow we are just weary of how they may handle any future issues and not convinced we'll try another purchase with them

I am rejecting this response because: The Best Buy rep is lying or grossly uninformedAttached are screen shots of my bank account transactions, PayPal transactions, and open eBay case related to Best BuyThey clearly show that 1: I have paid them money, which has indeed left my bank account, 2: They have yet to refund said moneyAt this point, I'm just trying to get my money back from these people, but they don't seem to want that to happen either

I am not satisfied with the way they are handling the situation and I expect them to make this right and not just blow off a customer

Dear Revdex.com,Thank you for bringing Ms***'s concerns to our attention againWe have contacted the customer and provided our response to her.At this time, we are unable to find her purchase in our records and she will need to substantiate the computer was purchased from Best Buy before proceeding with any resolutionWe have advised the consumer to contact us with a receipt of purchase should she find it, but we are unable to provide an exchange or refund of any kind for her at this timeWe advise the consumer to continue to have the computer repaired through the manufacturer if the warranty is still valid, and to contact us should she find the receipt of purchaseSincerely,Kelsey F.Executive Resolution SpecialistBest Buy

I am rejecting this response because: For two orders, I only received 3 desktops and I'm still waitting for the rest 3 desktop. I required some one from best buy to contact me directly for this issue. my phone number is [redacted] . my email is [redacted] @gmai.comthank you.

Complaint: [redacted] I am rejecting this response because: Best Buy dos not contact me and no resolution yet Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Hello Ms. ***, Your correspondence with the BBB has been received and referred to my attention to investigate and respond accordingly. First, I'd like to apologize on behalf of Best Buy for the difficulties you encountered regarding this... matter, and I appreciate the time you took to voice your concerns to allow us an opportunity to properly address them. Indeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future direction. The protection plan that you purchased expired on 9/5/14. All Geek Squad Protection Plans run concurrent with the manufacturer's warranty. This means that the plan you purchased was only active for 2 years. I apologize for any miscommunication at a store level. The terms and conditions go into detail regarding this. I would suggest continuing to work with Samsung in order to repair your unit. If you have any additional questions or concerns please feel free to contact Best Buy directly at 1-888-Best Buy. Thank you. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Best Buy employee did not properly advise us and told us incorrect information just to make a sale. The employee was either improperly trained or just did not care but just wanted the sale. The sales pitch was 1 year manufacturer warranty in addition to a 2 year Geek Squad warranty which totals 3 years. We paid $99 for this coverage after the Best Buy employee repeatedly told us that we had 3 years coverage. My machine breaks from a warranty covered item 9 months after supposedly the coverage ceased. It is going to cost $340 to repair a $700 washing machine that should have been covered by the warranty. It is unethical to lie to your consumers just to make a sale. Your Best Buy employee states coverage for 3 years NOT two. No other major resale company will negate the original Manufacturer warranty. An "I'm sorry" is not sufficient as Best Buy and their employees are lying to their customers to make a sale on a product as well as their faulty warranty. All I am asking is for Best Buy to honor the time that their employee quoted to ensure the sale. We paid an additional $99 for an extended warranty to cover instances like this. It is heartless and unethical to respond "read the warranty and terms" AFTER the employee of Best Buy lied to us about the warranty. Final Business Response / [redacted] (4000, 9, 2015/06/30) */ Ms. ***, The protection plan that you purchased expired on 9/5/14. All Geek Squad Protection Plans run concurrent with the manufacturer's warranty. This means that the plan you purchased was only active for 2 years. There is no way to verify what information the sales associate provided you with. It is the customer's responsibility to track the time frame on their protection plans. The original sales receipt has the start and end date of the protection plan listed. The terms and conditions go into detail regarding this. I would suggest continuing to work with Samsung in order to repair your unit. If you have any additional questions or concerns please feel free to contact Best Buy directly at 1-888-Best Buy. Thank you.

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 urge corporate office to train their manager TAI to be a little more engaging with customers and speak with them directly vs sending someone else to speak on his/her behalf....other than that , I am very pleased with the outcome and find it reasonable and fair Much appreciate the professionalism and handling of this frustrating event Thank you

Dear Revdex.com,Thank you for sending this for reviewI am currently working with customer on the order he will not get charged until the item is shipped and due to the status of the order we cannot cancel itI called the customer again today as I am aware that he has another issueHe has my direct line.Thank you,Karla B

Dear Revdex.com, The Customers concerns have been resolved per the Terms and Conditions http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ Order Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonWe may impose these limits on a per-person, per-household, per-order, or any other basisIf we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to usIf we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order Information on Our Site We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the order If there are any questions, problems or concerns, please feel free to contact us Warmest Regards, Best Buy

Dear Revdex.com: Thank you for this referralUpon review, I found that the customer was only refunded $to his credit cardThe remainder technically should have been refunded to his gift cards, but it never was for some odd reasonI have now issued the $refund back to his credit card, rather to the gift cardsHe should see those funds in 3-business daysThanks!

I am rejecting this response because:An employee at geek squad told me that I was still in Warrenty but when brought into the store, I was rejected because they said I was days past the expiration, I called geek squad spoke with a rep went into the store again! and got told three completely differently dates from different people , this is not my fault they could not tell me an accurate date of my Warrenty which would have prevented me from exceeding getting into the store within the Warrentys timeframeBecause of there employees incorrect statements I am not able to use my Warrenty I paid for

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 After reviewing the product in question, it is available at limited stores, but it not available for shippingThe gift card offer is currently valid for the phone, but we cannot guarantee it will be a valid offer when the phone is available for shippingThis gift card offer is not valid on Galaxy Smodels at this timeBest Buy respectfully declines the customer’s requests, and considers the matter closed Regards, Kathryn S

I am rejecting this response because:Hello Revdex.com:Initially when I spoke with Mr [redacted] , he agreed to refund four of the five years of automatic withdrawals for the unknown services charged by Best Buy, which was not acceptable He later agreed to refund all of the money deducted However, I feel that only returning the money that they have deceitfully withdrawn is not enough How many other Best Buy customers are paying for anti-virus and Geek Squad services that they are unaware of? I expect Best Buy to make remunerations and compensate me for the unauthorized deductions from my credit card account which has taken place over the last five years When criminals are caught stealing, are they only expected to pay back the amount they stole, once they are caught??? I expect some kind of Best Buy gift certificate for my trouble and the amount of interest I could have earned on the five hundred dollars if it had been in a savings account Instead, I end up paying EXTRA for the interest rate on my credit cards for deductions that I was unaware of! Shame on Best BuyI should make others aware of these corrupt actions on Facebook and Twitter!!!Sincerely, [redacted]

Dear Revdex.com,After connecting with the management team and MOD Raffi, the customer's request for a refund was denied for two reasons:the return exchange period was exhaustedthe product sustained damaged where it was not in a re-sellable conditionBased on the store's observation, Best Buy will not be providing an exchange nor refund.Respectfully,Ash E

Dear Revdex.com, Thank you for bringing Ms***’s concerns to our attentionWe apologize for any inconvenience this may have caused for the customerOur standard return and exchange policy days starting from date of purchaseIt is important that we have consistent policies for all shoppers in order to maintain low pricing and a fair experienceWe do reward our more loyal customers by extending the return period for most items because we appreciate and recognize their loyalty to our brandUnfortunately, the customer greatly outside of the return period and the item is eligible for a refundIf the customer is experiencing issues with the product, we advise them to work with the manufacturer as it may be covered under their warrantyBest Buy considers this matter closedSincerely, Kelsey F