Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the Nintendo NES game system they wished to purchase from our online store to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsListed on our website under “Conditions of Use”, it states the following: By using any Best Buy Property and its related services, products, and software, you agree to be bound by these terms ("Conditions of Use") Under “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.” http://www.bestbuy.com/site/help-topics/conditions-of-use/pcmcat204400050067.c?i...⇄ We only offer this for clarificationBased on the website disclaimers under “Conditions of Use,” we would be unable to accommodate Mr [redacted] ’s request in purchasing the Nintendo NES game systems at the price of $or provide a gift certificate Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Hello; I my name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.When purchasing a phone with a contract through Best Buy each out our customer is provided a copy of the contract they have with their carrierThis contract outlines all possible fees and chargesWe also provided you with a receipt that breaks down Best Buy's return and exchange policyThis information is also available at each register and onlineBest Buy has days under which was can cancel or update a customer's contract with a cell phone carrierAfter that point, the carrier will impose fees that are entirely outside of Best Buy's controlAny changes to your contract after days must be made through your carrier, as they hold the contract for your phonesUnfortunately, there is responsibility on the part of the customer to make Best Buy aware of any changes to their account prior to the expiration of the return and exchange periodAdditionally, we have been unable to substantiate that you ere told that your monthly bill would not increaseFor these reasons, Best Buy is unable to process any changes to your account, nor are we able to compensate you for the differenceI apologize for your disappointment, as we value your business.Thank you for making Best Buy aware of this concern.Kindest regards,Cassie EExec Res Sr

Mr [redacted] , Thank you for your response, and I apologize if you may have received a negative impression from our response to the complaintTo reiterate, the price you saw on the 65" television was not correct, unfortunatelyThe prices of all of our products are determined and built within the specific SKU number they are assigned, and the price you saw was not for this productTherefore, we will not be honoring the sale price At this time, Best Buy feels this response firmly closes this complaint Sincerely, Kelsey FBest Buy Co., Inc

Initial Business Response / [redacted] (1000, 13, 2015/09/24) */ Dear Revdex.com, Thank you for bringing the customer's order concerns to our attentionCustomer has been contacted and his [redacted] washer units have been replacedDue to customer experience, a $make good check has been requested for customer satisfaction Sincerely, Dean [redacted] Executive Resolution Specialist (612) [redacted]

Dear Revdex.com, Thank you for forwarding MsGonzalez's concerns to our attentionWe apologize for any inconvenience this may have caused the customerThe product was reshipped to the customer on 12/and our records indicate it was delivered successfully on 12/ At this time, Best Buy feels this matter is fully addressedSincerely, Kelsey FBest Buy

Dear [redacted] - We are sorry to hear that your MacBook, purchased in November 2015, appears to be broken in some way Unfortunately, we are unable to offer you a refund or exchange as it is nearly one year after you made the purchase If you are concerned that there is damage to your MacBook, please contact Apple to see if they are able to offer you a repair under their warranty Your only other option would be to have it sent in for diagnosis through Geek Squad, however, that service may be subject to a charge.Regards,Amy C

Initial Business Response / [redacted] (***0, 8, 2016/01/05) */ Hello Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your cancelled BestBuy.com orderI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize to you for the cancellation, and for how your complaint was handledI 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 As I am unsure whether you still wish to re-order that Blu-Ray player, please accept a $ [redacted] Best Buy gift card as resolution to this unfortunate experienceYou are welcome to use that gift card toward a new order of that same item and to use the rest of the gift card as you choose, or you may redeem that gift card any way that you wishThis gift card will arrive to you at the address cited on your complaint within approximately weeks Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Brian.***@BestBuy.com or to call me directly at (612) [redacted] Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am being offered a solution that seems more than fair and I appreciate that

Dear Revdex.com, Thank you for forwarding Ms***'s messagePlease know that we have reviewed the situation further and we have no indication or notes that we offered any customer satisfaction gesturesPer our notes the product has been delivered successfully and no other action will be taken by Best Buy Thank you

Dear [redacted] - We have reviewed your concerns and are sending you a $ [redacted] Best Buy gift card You are correct that changes were made to our traprogram Unfortunately, stores are unable to override our point-of-sale systems to offer the additional amount on a trade in This affected very few customers, however, you are one that was affected and we apologize for your frustration The gift card has been requested and you should receive it within the next weeks Thank you for bringing this matter to Best Buy's attention and for your continued patronage.Regards, Amy C

Dear [redacted] , 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 the inconvenience and frustration that our inability to the delivery of your new TV to your home may have caused you Pursuant our phone conversation today 8/11/2016, I have requested a $ [redacted] Best Buy gift card as a customer service gesture As I mentioned the gift card will take to weeks to arrive and will be mailed in a plain white envelope for security purposes so please watch for it in the mail 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,Thank you for your continued partnership in this matterBest Buy feels that we have properly addressed the issue at hand and we have provided our final stance regarding the requested price matchPlease note, the terms and conditions agreed upon by use of bestbuy.com com do state: "Information on Our SiteWe try to be as accurate as possible with the information we present on the Best Buy PropertiesWe will make reasonable efforts to accurately display the attributes of the products we sellWe do not warrant that product descriptions or other content is accurate, complete, 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, sometimes 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."We would also like to make notice that our price match promise excludes any items that may be listed in errorFull details regarding this policy can be found belowhttps://www.bestbuy.com/site/help-topics/best-buy-low-price-guarantee/pcmca...⇄ again sincerely apologize for any frustration and inconvenience experiencedAt this time, we would consider this matter closed, however, we will respond accordingly should new information be brought to our attention

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Dear Revdex.com, Thank you for bringing the customer's Avengers: Age of Ultron return concerns to our attentionCalled customerApologized for her concern, provided information on the need for receipt information and offered a $ [redacted] gift card for customer satisfactionCustomer should receive her gift card within three weeks Sincerely, [redacted] Executive Resolution Specialist (612) [redacted]

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that we have left a voice mail to the customer so we can work with hear towards an amicable solutionPlease have her check her voice mail and call us back so we can assist Thank you,

Dear Revdex.com, Thank you for bringing this to our attentionI am sorry to hear the customer has had problems with her [redacted] dishwasher We have reviewed the customer's previous repairs and found the customer has only has completed qualifying repairsThe 3rd repair was recently scheduled on 2/23/and still within the days for a reworkThe customer's dishwasher is currently covered under a Geek Squad Protection (GSP) Renewal warranty, which covers parts and labor costs to repair the dishwasher in the event it fails to properly operate during wear and tear, however the renewal plan does not include the original plan's No Lemon option The GSP Renewal Plan's terms and conditions can be found on our website: http://storage.bestbuy.com/geeksquad/terms/gs_renewal_plan/gsrenewal_2012_08_30_...⇄ Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-####

Dear Revdex.com,Arrangement have been made for Mr [redacted] to return the computer to Rockville Store for a refund Mr [redacted] has been in contact with the Store GM and will bring the unit in when he visits his father.Best Buy considers this matter resolved.Thank you, Larry S

Dear Revdex.com: After looking into this issue, I can advise that there are several service orders showing and two fulfillment orders.The first order is the original for delivery that took place on 7/15/15, but there weren’t any notes on this order about about he installation or that the client had any questions about the unit's condition.~ The history reflects the client called into 888-BBY to report the “freezer was not cooling and was making noise”The phone agents contacted the Geek Squad, resulting in a service call being scheduled for 8/7.During this service order, 8/7/15, they informed the client that she would need a return/exchange orderThe exchange order is under OMS [redacted] for 8/11.~ On 8/11/15, the client was a not at home and the order was rescheduled for 8/13.~ On 8/13/15, again the client was a not at home and did not accept deliveryPer the notes, the customer was to call back to reschedule at a time that worked for her.~ On 8/15/15, the client called and spoke with a representative and requested to cancel the return/exchange order because the return unit was now working.Following that interaction, she did not reach out regarding issues with the product until March Therefore, Best Buy was never neglectful in any response or service requests and I am closing this complaintHowever, the customer dis purchase a protection plan; therefore, I have engaged my team to review what options we have for resolution within the terms of her coverageI have sent the customer an e-mail as well

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all we are sorry for the setbacks endured by the customer regarding this situation Please know that we will be reaching out to the customer to address her concerns and we will provide further updates when this is resolvedThank you

Initial Business Response / [redacted] (1000, 9, 2016/03/23) */ Dear Revdex.com: Thank you for the referralBest Buy reviewed this matter and reached out the appropriate resources to investigate and seek proper resolutionI have been advised that as of this morning, our assistant store manager (ASM) worked with our Comcast partner, whom was able to fix the billing issue for Mr [redacted] The ASM advised me that he called Mr [redacted] today and left a voicemail, asking that he call him back if he had any further questions or needsto call me back if he had any questionsCompensation for the customer experience is not managed via the Revdex.com cases to Best Buy; therefore, the billing issue being resolved qualifies this complaint as closedThank you! Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/03/24) */

Dear Revdex.com, Thank you for contacting us regarding this matter Best Buy reviewed the complaint presented by the customer The store where the purchase was made was contacted regarding the matter Store personnel contacted the customer and offered a resolution to the situation The customer agreed to the resolution Best Buy considers the matter closedThank you,

Hello Revdex.com, We are following up on my previous response to [redacted] ***’s Revdex.com caseThe inventory for the 2-items they are looking to replace or exchange is constrained and currently out of stockWe do have more incoming; however, we are unable to provide an ETA at this timeAs a customer courtesy, we have refunded Mr [redacted] for both items on SKU #’s & from online order #BBY01- [redacted] in the amount of $ The refund is in addition to the $ [redacted] Best Buy gift card we have provided previously We recommend Mr [redacted] continue to check back at the local Best Buy stores and purchase them again when available Best Buy feels that this has been addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution TeamBest Buy Corporate Campus