Best Buy Stores, LP - US Headquarters

February 16, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as it is our understanding that the claim in question ***-has been resolved and a payment was issued on February 14th,
for the damaged floor and cabinet. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, MrTerry *** Executive Resolution Team Best Buy Customer Care

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s Plantronics earbuds 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 expectationsWe have included
in attachments a copy of Ms***’s purchase receipt or invoice from their website order placed by Ms*** on 8/29/The invoice only shows the earbuds on the purchase with no Geek Squad Protection (GSP) replacement plan purchased With the purchase being outside our 15-day return period, we would be unable to accommodate a return or replacement through Best BuyFor replacement, Ms*** can contact the manufacturer directly at the website Plantronics provides under their 1-year manufacturers’ warranty for replacement: www.plantronics.com/warranty http://www.plantronics.com/us/support/warranty/ 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 attentionPlease know that we have contacted Ms*** and assisted with the purchase of the Hoover vacuumBest Buy considers this matter closed Thank you

I am rejecting this response because:Your promise to resolve the upgrade in a "timely manner" is too generic and deceptive response for my likingI was made aware that you have had this issue since May, making it half of this year, with 'no foreseeable end in sight' according to your Rewards Department supervisorWhy was I not made aware of this when I made my purchase? It was a significant reason why I chose your store rather than Hhgregg, because I anticipated being able to use the reward money for my purchase of MaddenAs far as I am concerned, this is deceptive/unlawful advertising when you promise me rewards and yet have no realistic expectation of making those rewards available, or at the very least, disclosure that I may have some difficulty using the rewards in the near futureI will not settle for anything less than a public announcement of your 'upgrade' failure and termination of advertising of your rewards program until you actually have a rewards program that consumers can benefit fromI feel fairly confident that a subpoena of your internal communications will prove your company knowingly withheld this information from consumers, and they are deserving of a class action settlement from this misconduct

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 The representative I spoke to was very understanding and offered to add an additional device that was represented in the web advertisement Thank you very much for the quick resolve to both Best Buy and the Revdex.com

I am rejecting this response because:I am still having issues with my orders being cancelled Three of my preorders for the SNES
classic have been cancelled for the same reason I was given when I initially had this issue This is very upsetting because it was very hard to secure these preorders to begin with I need a resolution to this issue and to prevent this from happening again

I am rejecting this response because: the first CSR suggested that I could get the value of the gift cards backShe never suggested it was only for the leftover valueI informed her that there are $value on all the cards fairly early in our conversation, so she was awareIt does not make sense that she would go through all the process and ask me to call back if she cannot help meEspecially since she knew that there was no value on my card

Dear Revdex.com, Thank you for bringing this concern to our attentionWe were unable to locate the purchase under the customers information providedCan you please ask the customer to provide the phone number associated with the account this purchase was made or a copy of the receipt? Typically
Microsoft Office isn't typically included free with laptops so we will need to research this a little.. Thank you, Best Buy

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

Dear Revdex.com,Thank you for bringing this concern to our attentionWe have been attempting to work with our contacts at AT&TWe are waiting to hear back from them and as soon as we do we will be contacting the customer with our findings.Thank you,Best Buy

Dear Revdex.com (Revdex.com): Thank you for bringing Mr***’s concern regarding the *** TVs purchases to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the TVs were
defective so soon after the purchase We do offer “open-box” products, so our customers can purchase a high-quality item at a discounted priceAn open-box product can be a floor model, refurbished merchandise, or a return, and is marked down accordingly often below our costEach open-box item is ensured to work just like new, and as a service to our customers, every open-box item is clearly marked with what pieces, if any, are not included, such as manuals, remote controls and peripheralsThey are never re-sold as new. It is neither the intention nor the practice of Best Buy to deceive our valued customers into buying damaged or defective merchandise We offer a 15-day return period that is printed on the purchase receipt and posted at our checkoutsIf the *** TVs purchased did not meet Mr***’ expectations, he has the option to return for refund or exchange 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 forwarding Mr***'s concerns to our attentionWe apologize for the inconvenience this may have caused the customer. Upon reviewing Mr***'s case, we have found this matter has already been previously addressed by both the store and the Executive Resolution
team, both entities providing customer service gestures for the experience. At this time, Best Buy considers this matter closed Best regards,Kelsey F

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the range and fridge delivery to our attention
Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we
did not meet their expectationsOur Mount Vernon store (#***) and our home delivery teams provided an exchange and delivery of a new range and fridge for *** *** for 9/22/
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Initial Business Response /* (1000, 5, 2015/07/21) */
Dear Revdex.com,
Thank you for bringing this matter to our attention
As found in our "My Best Buy
Terms-":
http://www.bestbuy.com/site/global-promotions/my-best-buy/pcmcat309300050007.c?i...⇄ /> Section 1, Point 'E' Receiving points:
"All gift cards and prepaid cards are excluded from all bonus point promotions unless otherwise notedBonus points will not be multiplied."
The "Open Loop" gift cards are considered pre-paid and do not yield any bonus points
Best Buy will not be awarding bonus points for this purchase
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response, but I respectfully disagree with the conclusion
I would like to emphasize the portion of your quoted response "unless otherwise noted." Per the terms of the promotion;
"4X POINTS OFFER:
*My Best Buy Elite Plus members get 4X base points on qualifying purchaseCoupon requiredOffer is non-transferableBonus points will not be multipliedBonus points awarded for Best Buy gift card purchases"
On your support forums, the items I purchased are referred to as "gift cards."
http://forums.bestbuy.com/t5/Other-Customer-Service-Support/Visa-giftcard/td-p/<...⇄ /> The items I purchased have an obvious "Best Buy" logo on themThey are located on the "gift card" rack
The coupon rang up and attached to the receipt during the purchase
A Best Buy support agreed in writing that I should be awarded the points(attached)
Open up the packaging and and on the card itself, on the back, says to go to "www.giftcardmall.com/mygift" for cardholder service/balance inquiries
I cannot find the terminology "open loop" anywhere in any of the terms and conditions referencedIn fact, a search on bestbuy.com only other, random products
I think it is obvious to see how easy it would be to think that I was in fact, buying gift cardsAt Best BuyUsing a Best Buy promotionThat said bonus points would be awarded on Best Buy gift card purchases
I recognize I may well be retaliated against and have my account shut down, but what is right is right
THank you for your time
Final Business Response /* (4000, 9, 2015/07/22) */
Dear Revdex.com,
Best Buy has followed policy on this matter and will not be rewarding bonus points for ineligible purchases
Thank You

Hi Robert, I apologize for the delayI have sent you an email directly and hope we can resolve this issue for you soon. Sincerely, Kelsey FExecutive Resolution Specialist

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the *** microwave oven handle repair request to our attentionThe 5-year warranty plans offered by Pacific Sales Kitchen & Home are provided the plan pamphlet at the time of the purchase and the
plan details the Terms and Conditions (T&C) of the plan on coverage benefits and exclusionsAs per the T&C of the plan under the “Exclusions of Plan”, it states the following: “Damage, warping, bending or rusting of any kind to the housing, cabinetry, outside casing or frame of the product or any non-operating part, including but not limited to plastic, or decorative parts such as hinges, knobs, door liners, glass, handles, masks, rack rollers, shelves, etc.;” We only offer this for clarificationBased on the T&C of the warranty plan, we would be unable to accommodate Mr***’s repair request on the microwave door handleMr*** has the option of returning to the store and requesting a prorated refund for the remainder of his warranty planThank you again for making Best Buy aware of this situationSincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus *** ** *** ***

Dear Revdex.com, Thank you for bringing this to our attentionI have spoken *** *** and apologized for her HP laptop repair concerns. Due to customer experience, we have requested a Digital Coupon to assist with her laptop replacement request. Customer is satisfied. Thank
you,Dean ***Executive Resolution Specialist###-###-####

Dear *** ** - As stated earlier, gift cards are to be treated like cash. We are not responsible for lost or stolen gift cards. We recommend that you file a police report regarding the theft of your Best Buy gift card, as Best Buy does not investigate stolen gift cards. Because the balance of the gift card is zero, we will not be able to reissue it. We understand that this is a frustrating situation, however, our position remains the sameRegards, Amy C

Dear Revdex.com, Thank you for your continued partnership with this matter. We have reached out to the appropriate teams to continue to resolve this for the customer. The teams involved handle special orders and are doing everything to take care of the customer. At this time the
Executive Resolution Team is having the DOD, Geek Squad Leadership and our Demand Planning team provide a resolution for the customer due to the logistics and special order purchase. Best Regards, Bethany H

Dear Revdex.com, Mr*** has made the decision with the partnership of his case manager, to keep the current fridge with the stipulation it is discountedWe have agreed to this and a discount is being arrangedBest Buy considers this matter closed. Thank you,Best Buy