Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for sending this on for reviewI have looked at the customer's order history and concluded that all billing issues were resolvedThere was one other order submitted and then cancelled, but it does not reflect any charges; therefore, the bank authorization issue has since
resolvedI cannot account for the details of conversations between the customer and the store; however, I see where the customer was advised to run the CD to install the printerIf they do need more help, they may call Geek Squad at ###-###-#### and pay $for a remote printer set up consultationThank you

I am rejecting this response because:
As I previously stated, Best Buy in PTC GA, did not have any of the phones I purchased to return so I could receive the gift cardThe policy is to return and repurchase so I could receive the gift card but the location did not have phones in stockWhat should I have done, made them appear miraculously?! Best Buy is being unfair in this situationMaybe I should stop shopping at Best Buy and take my Elite status elsewhere?

I am rejecting this response because: I have been working with themIt’s pretty simple to just do something- anything- yet nothing but back and forth me calling them has been doneI’d like to know what they plan to doWhat are the options? And is this how they operate?

I am rejecting this response because:I don't have the productBest Buy does.At the retail store *** *** *** said he would have the general manager contact me by phone on Wednesday 7/To date I have not received a call

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about your TVMy name is CAssie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear
about your Tv failure and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company
Best Buy has a day return and exchange policyThis is printed on the receipt you receive at the time of purchase, as well as being posted at each register and on BestBuy.comIn an effort to remain fair and equal we are unable to make exceptions to this ruleBecause of this we will not be providing you with a refund at this time
Best Buy did not manufacturer your TV, and as such we are unable to offer services under the manufacturer's warrantyI would advise contacting the manufacturer of your TV, Sharp, to obtain service on your unit
Again, I apologize for your experience, as we value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Cassie E
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they say it is a day return policyI was told by the sales rep if I have any problem within the first year to bring it back to best buySo my receipt says days and now the employee of the resolution team is saying daysThat isn't even the same amount of daysSo that is further proof of being told information from best buyAlso employees at best buy told me they have never had any issues with the sharp aquousThan one of the managers said they have seen quite a few issues with this tvSo again informationThey shouldn't be selling a tv they know will fail and if they do, they should at least be honest when asked if there has been any issues with this tv at time of purchaseI was sold a tv based on information from the get goComparable to selling a vehicle or house with known problems with out disclosing

I am rejecting this response because: the email sent from geek squad on item was sent back on the 8th requesting information on exchange or if there were issues on this model before the 13th on tv not in my possession until the 27th.
Yahoo/Sent Mike W To:Geek SquadRE: problems exchange or change model have issues options please?Feb at 3:PMSony - 60" Class (60" Diag.) - LED - 2160p - Smart - 4K Ultra HD TV Model: KD60X690E SKU: 5900138 Quantity: 1 Delivery Address*** *** * *** **HENRYETTA, OK 74437-USStatus: Delivered

Initial Business Response /* (1000, 5, 2015/06/10) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about your Geek Squad protection plan for cellular devicesMy name is *** with the Executive Resolution Team at Best Buy Corporate
Headquarters and your complaint has been forwarded to me
I am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyI am currently looking into your issue with the partnership of leadership within corporate to find a suitable resolution for youIf you can allow me 24-hours for follow up with you, I am sure we can find a way to fix this issue
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf you have any questions or concerns please feel free to follow up with me at ***@bestbuy.com
Sincerely,
***

I am
rejecting this response because: You havent worked with me at allYouve made my life miserableTo top it all the washer never even worked. I returned everything after different people came and let me know they cant take itOne guy said that he would have to replace both the washer and dryerBSThen you try to charge me $for cancelling the orderI have not received any help and will never walk into Worst Buy againI was an elite customer that just moved into a new house and now sears has my businessThanks

Dear Revdex.com, Thank you for bringing this to our attentionTotal Wireless is a Mobile Virtual Network Operator (MVNO) that leases wireless and data services from major carriersIn this case, Total Wireless runs on the Verizon networkIt does not seem that the representative at the store
communicated this appropriately. Prepaid cards are not refundable as we have no way to know if usedHowever, due to the circumstances, we have made an exception and will be providing a refund for $($+ $tax)She should see this refund on her account within a billing cycleThe reference number for the fund is ***. Sincerely. Dan S

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionWe have arranged to provide Mr*** a replacement dishwasher due to ongoing repair issuesHis concerns have been fully addressed and issues is resolved.If there is anything else we can assist with please let us
know.Thank you,Best Buy

Dear Revdex.com - We are sorry that there appears to have been confusion or miscommunication involved in this customer's service call. Here is a link directly from our website regarding our Geek Squad Television
Repair:http://www.bestbuy.com/site/global-promotions/tv-appliance-repair/pcmcat3...⇄ short, what it states is the following:Your Geek Squad Agent will diagnose the problem and give you an estimate of repair costsThe minimum charge for this visit is $If your repair is covered by a Geek Squad Protection Plan, there will be no cost to you.In some cases, the Agent may be able to fix the problem during this visit.Your Agent may need to order a part to complete the repairThis may involve an additional charge. Again, we apologize for any confusion involved in whatever communications the customer had with our Geek Squad scheduling staffHowever, based on the information available, we are unable to offer any discounts or request that the Geek Squad Agents perform work free of charge.Regards,Amy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11571988, and find that this resolution is satisfactory to me

I am rejecting this response because: Although I am under manufacturer warranty *** still insists that I must contact the merchant, Best Buy, for a replacement Best Buy tells me I must contact *** because I am still under their warranty This is the run around I have been getting for the past three months Please note both companies have been setting up repair appointments I've had at least repair appointments I cannot afford to keep staying home and lose wages for these appointmentsNone of the companies have repaired my ice maker These repair companies either fail to show up or install the incorrect parts I would like to open up a claim with *** also Please advise the correct steps to do so Which Revdex.com do I contact for a claim against Frigidaire Because the refrigerator was purchased at Best Buy I was told by *** to contact them I want a replacement This product is defective I've given it enough tries This is a reasonable request that after several repair attempts within months

Initial Business Response /* (1000, 12, 2015/10/22) */
Dear Revdex.com,
Best Buy has provided an exception exchange on 10/per transaction *** 10/07/
Thank you,
Best Buy
Initial Consumer Rebuttal /* (3000, 14, 2015/10/25) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I did exchange and the NEW tv has been played times and does the EXACT SAME DEFECT, I was told by local Hickory store that I have already exchanged onceso I am stuck with a DEFECTIVE TV and cannot do anything except throw away and buy a new one somewhere elsemultiple people have looked at the tv and no one is able to fixI want same size 40" with same specs by a different manufacturerper *** this model is built only for Best Buy and the defect has happened to multiple customersPLEASE HELPI do not have excess money to just go buy another tvthank you
Final Consumer Response /* (3000, 18, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
per best buy hickory nc, they do not service or repair tvs at the hickory location, also, the issue happens only when hooked up to antenna service, they do not have antenna service at that location and therefore cannot replicate the automatic switch to Spanish from English automatically
Final Business Response /* (4000, 23, 2015/11/12) */
Dear Revdex.com,
Please have the customer reach out to the store to speak with General Manager, William ***
The GM is willing to provide some options base on his findings with the TV
Thank you,
Ash E

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 resolution. I have emailed the Customer and am waiting for a response. Warmest Regards,Best Buy

Dear Mr***,My name is Alex Sand I am with the Executive Resolution team at Best Buy headquartersI am responding to your recent Revdex.com complaint regarding an online order that was canceled on 8/22/The shipping address that was provided as the destination of the order was determined to be
associated with a freight forwarding business, thus the order was canceledBest Buy's policy explicitly states that we will not ship to any known freight forwarding addressesUnfortunately, any future orders including that specific address as the destination will also be canceledWe sincerely apologize for any inconvenience this issue may have caused you and we appreciate your business and your feedback.Best Buy considers this matter concluded.Sincerely,Alex S

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to me Your email below asked for followup if Best Buy contacted me; however, there is no "respond" option in the Revdex.com system so I am sending this email Best Buy contacted me today and agreed to provide my requested refund They are issuing a check today and I should receive it in 5-days I will let you know when I receive it Thanks, *** ***

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the price match request and $*** credit to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsOur
price match guarantee does not cover the following: “Any financing offers, bundle offers, free items, pricing errors, maoffers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, credit card offers, gift card offers, rent/lease to own items, Point of Sale Activation cards, video game discounts related to a membership program, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor.” http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ We only offer this for clarificationThe price match or price drop of $*** was advertised as a bundle offer and the $*** credit would be deniedThe price match policy is posted in stores and can be found on our website which is noted on the front of the purchase receipt received at the time of purchase As a customer courtesy and a better Best Buy experience, we will be sending a $*** Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attentionWhile we can, and certainly do deeply apologize and empathize with the customer's delivery experience, we regrettably have no way of refunding the customer's E-Gift Card When you purchase an E-Gift Card, the website states the
following: "You are leaving BestBuy.com and entering a site hosted and operated by CashStarDifferent terms and conditions apply." Additionally, underneath the checkout button, the disclaimer below is stated: "By clicking checkout, you agree to CashStar’s terms and conditions and privacy policy" There is additional information under the E-Gift Card Terms and conditions, which can be found here: https://bestbuy.cashstar.com/about/terms_and_conditions/Within the following is stated: "Returns You may not return or cancel your Best Buy e-gift card after it is receivedPurchasers who wish to cancel an e-gift card purchase order prior to its delivery to a recipient should contactCustomer Supportprior to the delivery date selected during the purchase process."Best Buy has no way of refunding the customer’s E-Gift card; however, I would encourage the customer to connect with CashStar to see what options they have, as the purchase of the E-Gift card was made with CashStar, and not with Best Buy Thank you so much for taking the time to bring this to our attentionWe appreciate the opportunity to address the customer’s concerns Regards, Sarah L

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. I apologize for your experience with the $Best Buy Certificate and for any inconvenience and
frustration this may have caused you After looking into the matter the Certificate in question may have been used on a prior purchaseAlso Certificates unlike Gift Cards do expire and can expire. As a onetime Customer Service Gesture we have refunded to your original form of payment, $including taxThe credit may take up hrsto process 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