Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2016/01/27) */
Dear Revdex.com -
We have found a cellular phone purchase and Geek Squad Protection contract in our records under a ***There was a contract purchased on a iPhone 5s on 7/9/that was being paid via credit card on a monthly basis
Our records indicate that the card given to Best Buy to pay for the monthly GSP would not authorize for the GSP paymentsThe customer was contacted via email on August 15, and again on September 9, to let him know that we needed a new credit card for him to keep his GSPOur last attempt to contact the customer was on September 30, via USPS to inform his that his GSP would cancel if we did not receive valid form of payment establishedThe GSP did finally cancel on November 8, due to non-paymentThe customer had a Geek Squad service plan that was unpaid for months after he initially signed up for itWe do not feel that he is owed any replacement or service work based on the above findings
Regards,
Amy
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any email or letter from Best BuyI will now file a complaint with the Texas AG's office for warranty fraud
Final Consumer Response /* (3000, 9, 2016/01/29) */
***Document Attached***
Actually, I updated the credit card on September 17, Here is proof
Final Business Response /* (4000, 11, 2016/01/29) */
Dear Revdex.com -
We have reviewed the receipt that the customer provided and it is for a different cell phone's protection plan, not the phone that was purchased in July of Our previous response still stands
Regards,
Amy

Dear Revdex.com, Unfortunately, the information we used to validate the expiration date was invalidMr*** is correct in the protection plan being "stacked" at the end of the manufacturer's warranty end dateWe do apologize for this error and appreciate Mr*** bringing this to our attentionThe Protection Plans have been updated to reflect the correct expiration datePlease be advised that the plan #*** is underneath a different customer, and any claims would have to be made under the owner of said planAlternately, the owner of said plan can contact 1-800-Geek Squad to request a transfer of ownership to another customer. Again, thank you for bringing this to our attention and we are sorry for any inconveniences you may have faced. Thank you,Best Buy

Initial Business Response /* (1000, 5, 2016/02/15) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that I did make contact with the customer in an attempt to attain the details of his concerns as we had no prior record of contact with our company
The customer claims that
he ordered parts from our Parts Store, and was charged twice in different amountsHe also claims that he only received one item, and that this item was damaged
Generally this would need to be handled through our Parts Store team, whose number is available on both his invoice, as well as his bank statement which was forwarded to meOur parts orders are fulfilled with a unique system, and this team has full access to explain and assist
That being said, Best Buy would like to take care of the customer
I have issued a $check which will be mailed to enclosed address to refund the total cost paid on these items
Please know the check will arrive in 1-weeks, in a plain, white envelope for security reasons
Thank you again for allowing us to address these concerns
Regards,
Sarah L
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a fair resolutionThat's all I wanted in the first place, just to be dealt with fairlyI don't understand why they never responded to my inquiries submitted through their website, but perhaps there's something wrong with their websiteHad they responded, I wouldn't have escalated this to the Revdex.com
Thank you to PartStore for being willing to settle this, and thanks to the Revdex.com for mediating a fair resolution

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Fit Bit and replacement request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWith the
Fit Bit being outside our 15-day return period, we would be unable to accommodate their exchange or replacement request However, we encourage *** *** contact Fit Bit directly for service under the manufacturer’s warranty they provideFit Bit can be contacted via Live Chat, phone call or email at the following hyperlink from their website: http://help.fitbit.com/?cu= Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

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 HeadquartersI am very sorry that it has taken so long to get this matter with the $Gift Card resolved and I apologize for
the inconvenience and frustration that this may have caused you Our records indicate the a $** e Gift Card has been sent to you by email on 8/29/as a customer service gesture to resolve this matter 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

Dear Revdex.com: I reviewed his service order (***) and see that it was been rescheduled for 8/12// 4:PM - 8:PM

Dear *** and ** ***: Thank you for your consumer complaint to the Revdex.com about the fraudulent online order you described and experienced from our websiteMy name is Steven with the Executive Resolution Team at Best Buy Corporate HeadquartersYour email has been forwarded to my
attention to address your concerns Best Buy deeply apologizes for any frustration this situation may have caused and bringing this situation to our attention is very much appreciatedIn an effort to resolve this situation, please reply to this email with the online order # if available, phone number or email address the fraudulent online order was listedOnce we receive this information, we will be able to investigate further on this matter In addition, if disputing the online purchase or online order from our website, we encourage you to contact the local law enforcement agency, file a police report and the bank issuing the credit card to dispute the fraudulent charge of $Once completed, please provide a copy of the police report or letter from your bank accepting and noting the charge is fraudulent Thank you again for Revdex.com complaintWe look forward to hearing from you soon Sincerely, Steven *** SrExecutive Resolution Specialist Best Buy Corporate Campus ###-###-#### (direct) ###-###-#### (fax) Steven.***@bestbuy.com

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. We have emailed the Customer and are waiting for a response. Warmest Regards,Best Buy

Dear Revdex.com., Thank you for bringing this matter to our attentionsAfter conducting a thorough investigation into this matter, we have determined that we are unable to provide Mr*** with an additional phone, or with the funds he has requested Due to the period of time that has passed,
we are unable to substantiate that Mr*** was not given the correct information regarding the BOGO promotionAs this was a very popular promotion, we had many customers utilize this promotion in store (the location at which Mr*** made his purchase) without issue. We are sincerely sorry for any disappointment that this cases Mr***Please let us know if you have any questions. Best,Cassie E Exec Res Sr

Dear Mrand Mrs***, Thank you for bringing this matter to our attention to be addressed, we apologize for any inconvenience this may have caused youWe have worked with the 3rd party repair leadership and the Pacific Sales Team in order to approve and start the process of exchanging
your washing machine for you due to the delay in the part ordered needed to repair your original washing machineWe have been made aware that an amicable solution has been agreed to and a delivery is tentatively set for tomorrow, 6/10/16. Thank you again for your time and the opportunity to rectify this matter for you. Thanks,

Revdex.com, Thank you for bringing this to our attentionPlease know that I forwarded this information to the store leadership, and the customer's computer has now been exchanged to his satisfaction Thank you again for allowing us the opportunity to address this concern Regards,
Sarah L

Dear Revdex.com, We contacted the customer on January 9th and today with no response from the customerWe will continue to attempt to make contact with her to work towards a resolution. Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy Co., Inc

Dear Revdex.com, Thank you for bringing Ms*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer One of our field managers called one of the phone numbers we have on file, and spoke with a gentleman who said the TV
had been repairedWe sent out one of our technicians to confirm, and also discounted the services so the customer paid close to the estimate she received before taxBest Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, I have connected with Ms***She informed me that she received a credit for the $but it took some time to resolveWe had experienced intermittent issues with debit card purchases that day and we are truly sorry for the inconvenienceWe also provided her with a customer service gesture for her experience. Thank you

Dear Revdex.com -
We have reached out to our insurance group, Sedgwick, who will be assisting the customer with her claim with the third party delivery service SpiritWe understand that they have been in contact with the customer and will be working with Spirit's insurance company towards resolution
of the claim
Thank you,
Amy

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding their request to price match Groupon to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsif
there was any miscommunication between you and the (XXX) store (#000) employee with whom you spoke. While there is no way for the corporate office to determine what may or may not have been said by the parties involved, we do appreciate being made aware of this particular experience. The price match policy states the following: Our Price Match Guarantee does not cover: 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 competitorOur Best Buy Price Match Guarantee can be found at the following hyperlink from our website and is posted in stores for customers to view: http://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmcat29730...⇄ Best Buy deeply apologizes if there was any miscommunication between the employees with whom Ms*** spoke toWhile there is no way for the corporate office to determine what was specified between Ms*** and the parties involved regarding our price match policy and accepting of coupon advertisement prices or Groupon, we do appreciate being made aware of this particular experience and would be unable to accommodate the Groupon price request Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com: Best Buy has many options available for sale; however, we are not obligated or able to provide every item we sell at all times to all areasAdditionally, when an item is on sale, the demand spikes, resulting in our readily available inventory selling very quickly, which factors into product availabilityBest Buy is not able to honor sales prices at a later time due to product availability issuesThank you!

Dear Revdex.com,Best Buy feels that we have fully addressed the concerns that were forwarded to your office in our previous response, as the customer did not return the unit within the return and exchange periodWe maintain our position that the customer should continue to work with *** to resolve the issues with the refrigerator, per their manufacturer’s warranty.We consider this matter closed and will take no further action.Thank you,

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the restocking fee to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted ***
*** directly and informed the $restocking fee for cell phones is posted on our website and in our stores at the checkoutsWhile we would be unable to accommodate their refund request, we have sent *** *** a $Best Buy gift card from our corporate office as a customer service gesture*** *** accepted the gift card as resolution Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear about the setbacks endured by the customer when dealing with thisUpon reviewing, we have verified that in fact the product never left our warehouse and was ultimately deemed lostDue to this,
we processed a full refund and offered to send the customer a $** Best Buy gift card that is being sent out to him as a customer service gestureUnfortunately, the item is no longer available for purchase and we are not able to substitute for another productAgain, thank you for bringing this to our attention and for the feedbackSincerely, Best Buy