Best Buy Stores, LP - US Headquarters

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the Apple adapter return 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 expectations We have credited Mr***’s online order for $and do not require the item to be returned at this timeMr [redacted] was made aware of this via email confirmation on the credit and a letter sent to the address they provided in the complaint Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] concern regarding the delivery service to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have in place a specific team for assisting customers with appliance delivery and installationsMr [redacted] Revdex.com complaint was forwarded onto our Geek Squad appliance team and assigned to Case Manager Agent Defender Brittany ***Agent Defender Ms [redacted] has contacted Mr [redacted] directly in arranging and partnering with the store on arranging a pickup of the appliances and working with Mr [redacted] as point of contact in resolving their situation Additionally, Best Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claimsOnce information regarding a damage claim has been received by Sedgwick, a representative will make a determination regarding the validity of the claim and then proceed accordingly to address the issue In our investigation, Sedgewick has an open claim (# [redacted] 12-0001) and contacted Mr [redacted] in moving the damage claim forward for dispositionFor any follow up questions and the status of the claim, Mr [redacted] can contact Sedgewick directly at ###-###-#### Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for providing additional information about this matter Best Buy employees cannot verbally alter the terms and conditions of a Geek Squad ProtectionAgain, Best Buy has reviewed the purchase of the air conditioner and Geek Squad Protection (GSP) plan The GSP does run concurrently with the manufacturer’s warranty in the first year and may cover issues the manufacturer’s warranty does not On the purchase receipt, the expiration date of the GSP is clearly documented as 5/9/ Best Buy considers the matter closedThank you, David M

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the refurbished Apple watched purchased from our online store to our attention Best Buy deeply apologizes for the late response and any frustration this situation may have caused Refurbished Apple products sold online we do not print the serial # on the receipts/invoices as the items are refurbished and listed as such on the website and the receipt/invoice Regarding the Apple watch Mr [redacted] received from our Harrisonburg store (#***) on 12/17/can be returned if the item does not meet their expectationsThe return date for Elite Plus members has been extended until 02/14/ At this time, we no longer have refurbished Apple watches available for purchaseHowever, our website has available new in the box Apple watches available to purchase and can be found at the following hyperlink: http://www.bestbuy.com/site/searchpage.jsp?st=apple+2+watches&_dyncharset=UTF-8&...⇄ As a customer service gesture and a better Best Buy experience, we will be sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately 7-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by the customer when reaching out to our Geek Squad teams to inquire about her tablet informationPlease know that Best Buy does not have records of the IMEI or serial number of the [redacted] tablet purchased by the customerThis information is only found on the product itself and unfortunately we are not able to providePlease forward any additional concerns to our office and we will respond accordinglyThank you

November 10, To Whom It May Concern: Best Buy apologizes for the experience described by [redacted] in his correspondence to your officeIn an effort to resolve this matter I have issued a refund for the order in question BBY01- [redacted] The credit will be processed to the original form of payment and should appear on the account in the next two to three business days Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response / [redacted] (1000, 6, 2016/03/08) */ Dear Revdex.com, Thank you for contacting us regarding this matterBest Buy has researched the issue presented by the customerAfter the store had the full picture of the issue, the customer was offered a resolution, which she acceptedWe connected with the customer from the corporate office as well to ensure the resolution was satisfactoryWe received communication it wasBest Buy considers the matter closed Thank you, Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) David [redacted] handled the situation in an acceptable manner, and I am satisfied with their response Thank you, [redacted]

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused Because of the time passed from the time of purchase to when the customer brought the television to our attention, we unfortunately do not have a way to substantiate the television was damaged prior to the customer bringing it home from the storeWhen reviewing the customer's case, we have found that the store has offered to sell the customer a similar model at a discounted price as resolutionWe are more than happy to work with her on a discounted product, but we will not be providing a direct exchange or refund At this time, Best Buy considers this matter fully addressed Sincerely,Kelsey F

Dear Revdex.com, Thank you for forwarding Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused the customerWe do not have record of the customer being promised a refund and additional gift card, and if something happened to the package while it was on the customer's porch, that is unfortunately something that is beyond our controlWe recommend the customer file a police report if he feels the items have been tampered with while they were on his propertyWe will not be refunding the product or issuing a gift card, and Best Buy feels this matter has been fully addressedSincerely,Kelsey F.Executive Resolution SpecialistBest Buy

When I located the charges on my account I called into the customer service and they were unable to locate me under my name, addy, or phone numberWhen I gave them my card# they immediately found it under the name Judith L [redacted] They informed me that my card was being used FOR HER iphone / applecare that was paid for by her and picked up by meRead your own receipt and understand that the first phone is a AT&T iphone 6s GOLD, then an Applecare+ monthly charge FOR THAT PHONENext you'll see my phone (which I paid for at the store) At&T Iphone 6s 64GB Space GrayThe applecare is clearly inline with her iphone Again this is roughly $that you as a billion dollar company are fighting me over when clearly it was a simple mistake by a team memberAnd to put it in perspective this last weekend my family and I went to your store on Williams Field and the with the intention of buying a $laptop, but because of this I just couldn't justify giving your company anymore money, as I simply can't trust you to do the right thing when issues come up

I am rejecting this response because: I haven't received any updates in regards to my case and still waiting for a phone call or email regarding my refundThis has been a nightmare and I just want it to end

I am rejecting this response because: The language the business is referring to is a standard advertisement language that appears in all [redacted] Galaxy S MrCasie should know this by now, and check the language used for brand new phones Unless the ads categorically states the ear set is not included, the buyer assumes this is part of the package as when you get when you buy a brand new one When you buy a refurbished TV, do you assume the remote control is included? Of course unless it states otherwise in the ads

I am rejecting this response because: I have been promised this three times over the last two monthsI receive at least one email each day, most days two or moreWhen will you guarantee removal of my address? I would like a commitment from management and a contact to assure that harassment stops

Dear Revdex.com - We have reviewed the customer's orders and the notes from the primary support customer care associates that she spoke with We cannot see that any information was provided to the customer that she could receive a second watch free-of-charge The notes that are associated with the phone calls to our primary support agents state that the customer would need to work with the store to receive the refund for the watch she was charged for by returning it or by having the store modify the order We're sorry if there was a misunderstanding, however, the terms of the offer were not to pre-order a phone and receive two free Gear Fit watches The customer has been notified that she needs to return one of the watches to receive a refund of the $that she was charged when her credit card payment was declined on the initial pre-orderRegards, Amy

Initial Business Response / [redacted] (1000, 6, 2015/08/11) */ Dear Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with a Best Buy Co., IncstoreMy name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters 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 would like to take this time to explain our price match policy when it comes to products on AmazonWe most certainly price match any of our competitors however in the case of Amazon the product must be sold and shipped through Amazon and not a third partyThat does not excuse the deplorable behavior that you have explained and if you could reply to my email and let me know which store you called I assure you that your concerns will be addressed Mr [redacted] , I apologize for your experience, as we value your business and to show that we do I will be happy to honor the price match for you by either reimbursing you the amount spent or placing and order for you at a discounted pricePlease let me know what you would like to do Thank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry, I meant to put in $100.00, not $But, I still have not received anything from Best Buy as of yet and it has been weeksI have made inquiries about when these things should arrive and I have gotten no responseEven in their response to the Revdex.com, it is not stated as to when I will receive these items and I would like to know whenToday? Next Week? a month from now or what? I have received no information from Best Buy in days Final Business Response / [redacted] (4000, 20, 2015/09/17) */ I have requested the check for again and the gift card for is being processed at this momentPlease allow up to days to receive in the mail

Dear Revdex.com, I contacted Ms [redacted] and left a voicemail, I am currently partnering with leadership from the Kannapolis store to work towards a resolutionI was also made aware that a member of leadership from the store reached out to her to discuss this further Thank you, Dan SBest Buy Executive Resolution Team

I am rejecting this response because: Due to your disorganization, I am being charged quite a bill for something that I did not keepYou could instead own up to this mistakeYou are leaving me no other options that to either pay this bill which I do not owe or to take you to small claims court for this bill, any late fees and the time I have spent trying to get this resolvedAdditionally, I will be sharing my experiences on social media which will cost you many times over returning the money that is owed to mePlease email today if you would like to reconsider your position on this

I am rejecting this response because: They sent me the wrong amount on the gift card It's suppose to be $and the sent me only $So they still owe me $

Initial Business Response / [redacted] (1000, 13, 2015/09/23) */ Hello Mr***, Thank you for contacting Best Buy through the office of the Revdex.com about your television repair orderI am Brian with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the prolonged repair and I understand that the service center sent the television back to the store unrepaired, citing physical damage that is not covered by the manufacturer warranty Your satisfaction is important to us, and I would like to assist you with replacing your television with a comparable model up to the original purchase priceI called the phone number listed on this complaint today, but you were not available I will be out of the office until Monday 9/28, but I will call you again next Monday or Tuesday to work with you on getting a new television Thank you again for making Best Buy aware of this situationI will be in touch with you next week, and you are welcome to email me at Brian.***@BestBuy.com or to call me directly at (612) [redacted] at any point Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted] Final Business Response / [redacted] (1000, 16, 2015/09/29) */ Hello againI apologize for my misunderstanding, as I have been advised by the store General Manager that the store has already provided Mr [redacted] with a replacement television Thank you again for making Best Buy aware of this situation Sincerely, Brian [redacted] Executive Resolution Team Best Buy

Dear Revdex.com: Per the customer's own testimony via e-mail, the camera has since been locatedThank you!