Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the replacement iPad mini and refund request to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and
disappointed we did not meet their expectationsIn reviewing *** ***'s service orders for the replacement iPad mini (#***), we have verified 2-iPads were sent to customer and signed for by - Martin
The UPS tracking #'s verifying this information are as follows:
#***
Replacement Device Tracking #
***
#***
Replacement Device Tracking #
***
We have received one mini iPad returned from customer under UPS tracking #
Defective Device Tracking #
*** - Service Order #***
We have not received the 2nd iPad mini returned which was signed by Martin under UPS tracking # when delivered:
Defective Device Tracking #
*** - Service Order #***
We are unable to accommodate the $refund request until we receive the 2nd iPad mini returned to our company
For us to refund the $216, we would need to know from *** ***:
If they sent back two mini iPads ?
How was 2nd mini iPad sent back ? (UPS tracking # verification)
What address did they sent 2nd mini iPad back ?
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first shipment was never received and was sent back to Best BuyEmployee by the name of Christoper confirmed that Best Buy signed for it and went ahead and closed that service request and initiated a new one which was send to a different address from that of the first requestThe first request was to be mailed to Campbell Way apt Oxnard Ca but apparently whoever entered the shipping label did not enter the unit number so it was undeliveredI have attached a photo I took of my computer screen showing that the first service request was closed (didnt have a printer available)I have also attached the email I received when the second service request was initiated and when Best Buy received the damaged one
Final Business Response /* (4000, 9, 2015/10/07) */
Hello Revdex.com,
We are following up on our previous response to *** ***'s Revdex.com case
In our research and previous response, we acknowledged that 1-mini iPad was returned; however, the 2nd mini iPad along with the 1st mini iPad were both delivered and signed by MARTIN as per the UPS tracking numbers by United Parcel Service (UPS) of America
We are unable to accommodate *** ***'s $refund request
Best Buy feels that this has been addressed appropriately and will not take further action on this issue
Respectfully,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

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

Revdex.com, Thank you for bringing this to our attentionOur store contacted the customer who informed us that they were able to get the phone through AT&T a few days ago; however, they were still looking for compensation for the experience We are unable to say exactly what happened with
the phone, because on our end we show the phone came in on 9/The customer would have been emailed stating that the phone was available, and letting them know they have days to pick up the orderAs the order was not picked up, our system auto-canceled the order on 10/1, as we would for any order that was not picked up in the allotted timeframeThe phone would then be available to fill the next order in line per our process That being said, our store certainly wants to take care of the customer as a gesture of good faith, and has offered a discount on accessories, and to refund their deposit as well Thank you for allowing us to address these concerns; we appreciate the opportunity Regards, Sarah L

I am rejecting this response because: Best Buy still owes me cents

Dear Revdex.com, Thank you for forwarding Mr***’s responseI appreciate his pre-order concerns and am sorry to hear he has not received the $make good discount code offered to impacted customers. To assist, I have requested a $Gift Card. Customer should receive the Gift Card within three weeks at his * *** *** mailing address Thank you, Dean *** Executive Resolution Specialist ###-###-####

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,Thank you for sending this for reviewI have called the customer to ask a few questions about his complaint but was unable to get him on the phoneI have left my direct contact information on my voicemail.Thank you,Karla ***

Dear Revdex.com,We thank you for bringing Mr***'s complaint to our attentionWe have verified the purchase and returns the customer referred toHowever, we are unsure of the $refund amount the customer is requestingCan you request the customer provide us with what this charge was for? On the
receipts towards the bottom is a customer service pinPlease have Mr*** provide this so we are able to look at the charge for a better understanding.Thank you,Best Buy

I am rejecting this response because:The page clearly says that the item would be available for pickup on a specific day from their locationBeyond this advertising, I see nothing in the linked policy that refers to the available by days as being estimates or anything else that excuses them from missing dates

Dear Revdex.com,Thank you for bringing this to our attention to be addressed and rectifiedWe have verified that an error occurred within our systems causing the automated email to generate when the customer's credit card failed authorizationThis issues has been resolved and the customer's plan has been
updated to reflect the correct expiration date of 1/23/The customer has been informed of this and accepted our actions to address this.Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I have been told several times by this company that I would receive a refund, and three weeks later I have yet to receive it. I will file another complaint if I do not receive the refund in a timely manner

To whom it may concern,The local Best Buy store has been trying to reach this customer in order to resolve this complaint and have left several voice messages for the customer with out any responseI have reached out to the customer as well and have been unable to leave a messageWe would be happy
to resolve this issue but the customer must respondThank you.Larry SExecutive Resolution Spec

Dear Revdex.com, Thank you for brining this matter to our attentionFirst of all we are very sorry to hear of the setbacks endured by the customer when dealing with this Please know that we have refunded $back to customer's original form of payment to assist with the price difference
This should appear in the customer's account within the next few business daysThank you

Dear Revdex.com,Thank you for bringing this matter to our attention. We apologize for the issues the customers have experienced and time that has been dedicated to trying to get this issue resolved. The local store in Hagerstown, MD has full visibility on the issue and wants to invite the
customer back into the store to complete the return and exchange. Because the customers are returning phones, there is a systems issue with treating them as "new" customers which many promotions require. However, due to this unique circumstance with these phones, the store management will assist with fulfilling any of the current promotions on any phone available in storeTo be clear, though, neither the general manager or mobile manager from the store is familiar with the offer of a $gift card. Thank you,David M

Dear Revdex.com,Thank you for sending this for reviewI actually have not been able to get ahold of the customer as of 4/I had called and left a voicemail with my direct line and case number***-***-***and did not hear backI have also sent an email on 4/with no response backI will copy below my
emailThe customer can call me directly at ###-###-####. From: ***, Karla Sent: Friday, April 21, 4:PM To: ***@gmail.com Subject: ***Best Buy Revdex.com*** Good afternoon ***, I wanted to reach out to you regarding your Revdex.com complaint we received regarding the TV you purchased at Best BuyUnfortunately I could not find your receipt in your purchase history so do not have enough information to further assist. Can you send me a picture of the receipt or send me the “customer service pin number” which is located at the bottom of the receipt? Thank you, Karla ***Executive Resolution Specialist Best Buy Enterprise Customer Care###-###-#### (direct)###-###-#### (fax)Karla.***@bestbuy.com Thank you,Karla ***

I am rejecting this response because:
I require a inches wide stackable washer and dryer, with 220/volts plug (3-prong round wall plug)BUT got tangled in a horrible saga with Best Buy (BB) On 11/6/16, Tanara, the agent BB assigned to help “prompt” delivery, did not find what I needInstead tried to sell me a 110/volts unit that I cannot use as it would only run with an extension cord from washer/dryer to opposite regular wall plugPlease refer to: http://www.bestbuy.com/site/whirlpool-1-5-cu-ft-5-cycle-gas-washer-and-dryer-com...⇄ On 11/14/16, I called TanaraAgain she offered the *** that is not what I needTanara tried to convince me that BB had been ready to ship - BUT she still did not offer what I require and paid for more than two months ago I contacted Sears and now have the necessary unitI paid $more than what BB did not deliverTamara declined to cover part or all of the differenceBB failed by offering a product they did not deliverI have various charges and credits with BBLast credit is short $ Best Buy should not be in the appliance business, in my opinionValidated by BB store employees

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Thank you for bringing Mr***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
After reviewing the customer's account, the dryer has been picked up
Additionally, a refund was processed yesterday, 1/11/It may take 5-business days for the refund to reflect on the customer's accountBest Buy does not provide compensation for poor experiences, lost time or wages, gas money, etcHowever, I have requested a $** Best Buy gift card be sent to the address provided as a customer service gesturePlease allow 10-business days for it to arriveBest Buy considers the matter closed
Regards,
Kathryn S

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 - The customer has already been in contact with a Best Buy associate who is handling the return and refund for this customer. We apologize that his return and refund were denied and offer our condolences to Mr*** and his family.Warm Regards, Amy C

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!