Best Buy Stores, LP - US Headquarters

November 29, To Whom It May Concern: Best Buy apologizes for the experience described by [redacted] A [redacted] in her contact with your offices It is unfortunate that the phone in question has become faulty and I have requested a $ [redacted] Best Buy gift card to offset additional costs that the customer may incur with getting another replacement under their Geek Squad Protection Plan The gift card will be processed and mailed in the next to 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

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 10/9/2017.We have advised the customer that the manufacturer's warranty is not void with the GSP and that we are only able to start the GSP at the date of purchaseAfter discussing this with the customer and informing him that we would not be able to make this a year warranty, with his permission we cancelled the GSP and provided him with a refund of the GSP to the original payment methodNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, John S

Dear ***, Thank you for forwarding your concerns to us through the Revdex.comWe apologize for any inconvenience this may have caused you I just sent you an email to the address you provided for some more informationWhen you have a moment, could you please follow up with me directly so that we can resolve your concerns? Sincerely,Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Dear Revdex.com: Thank you for sending this on for our reviewI am sorry to ehar that anyone was rude to any of our customersFortunately, the customer spoke to an empathetic agent on 6/3, whom issued a refund for the customer, since at that time, the package was presumed lost within USPSThen, later the same day, the customer's order was delivered; therefore, she called again and requested a return label to return the productThe product must be returned in order to avoid later re-billingI am glad this matter was sorted out fairly and swiftlyThank you!

I am rejecting this response because: best buy Lord to us several times, changed the delivery date tomes and told me Friday that [redacted] had no idea when it was shipped, when it was in fact, sitting in your warehouse The amount I requested is no longer valid, as of the treatment we received The amount you will refund will be $for the microwave, $1,for the refrigerator and $forDelaying my kitchen because of the severe lack of communication at best buyYour reps are rude, disrespectful an ill informed regarding all products $ 2,will be refunded to me because of your neglect and outright lies

Sent the following email to the customer:Dear [redacted] : Thank you for contacting the Revdex.com about your Best Buy order concern I'm Dean with the Best Buy Executive Resolution Team, and your concern was forwarded to me for review***, I was very sorry to hear your [redacted] - Geek Squad Certified Refurbished - Gear Sorder was cancelled I appreciate your concern and would like to investigate If possible, can you reply to this email with the cancelled order number (BBY01- )? With order number information, I will be able to find out why it was cancelled Thank you again for bringing your concerns to our attention I look forward to assisting in this matter.Sincerely,Dean [redacted] Senior Executive Resolution Specialist###-###-####dean[redacted] @bestbuy

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding their cellphone account to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving [redacted] ’s Revdex.com complaint, we contacted our Capital City Mall store (#***)The General Manager (GM) informed me the account change was not processed properlyThe store requested a change again along with a bill credit for the upcharge and proration on the account Our store contacted Mr [redacted] directly and informed the plan change was completed properly and received a bill credit of $When the store did connect with Mr [redacted] , and confirmed over the phone is accurate and called into to the carrier in getting the bill credited down to $from $ Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

July 20, To Whom It May Concern: Best Buy feels that we have fully addressed Ms [redacted] ’s concerns that were forwarded to your office as the computer has been correctly submitted for service under the manufacturer’s warranty and is in the process of being repaired 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

Dear Revdex.com, Thank you for bringing this to our attentionWe are truly sorry if Ms [redacted] has encountered issues with her computer This was thoroughly investigated by our Remote Services team and it was determined there was no evidence that either session performed would indicate data loss as a result of the worked performedIn addition, we will be unable to provide a refund for the GS 24/Support as services were performedWe do not reimburse for third party repairs under the Terms of the plan Sincerely, Dan SBest Buy

I am rejecting this response because: I emailed the response person that sent me an email twice and also left him a voicemail however I still haven’t received any responseNo one has emailed or called me back after the email asking for my phone number

Dear Revdex.com, Thank you for bringing Ms [redacted] ’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the notes in the system, the customer has been fully refunded for the orderWe will honor the price she originally paid on the order for an identical item, SKU 3743019, however the customer will need to place the order herself at full price, and respond with the order numberWe will then submit for a refundDue to restrictions, we are unable to sell Apple products over the phone Regards, Kathryn S

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 12/11/Best Buy sent a technician to the customers home and the customer states the issue now appears to be resolvedNevertheless, please forward any additional concerns to our office and we will respond accordingly SincerelyBest Buy

Dear Revdex.com,Best Buy has investigated the consumer's concerns and provided our determinationThe promotion in question requires the trade in of a laptop/s in order to qualify for the promotional gift cardsSince the consumer's laptops were considered ineligible for trade in and therefore not traded in, we are unable to honor a promotion that requires said trade inWe apologize for the consumer's disappointment, however we will not be providing gift cards for a trade in that was not approved or completedThis is Best Buy's final stance on this matter Sincerely,Alex S

Dear Revdex.com,Thank you for bring Mr [redacted] 's issues to our attentionWe apologize for any inconvenience and frustration the customer may have experienced.Upon reviewing the complaint, we have found Mr [redacted] is already working with our team and an agreement has been establishedOur representative working with the customer will follow up with the Mr [redacted] directly with a final agreement in due time.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Dear Mr [redacted] - The promotion that you are referencing was available on gift cards purchased through Cashstar The $discount code would have been emailed to you had you qualified for the promotion If you believe that you should have received the codes based on your purchase, you will need to contact Cashstar at ###-###-####.Regards, Amy C

I am rejecting this response because: Best Buy knows that my credit card with Best Buy is not working and they have done nothing to contact their partners who run the credit card division to fix the situation, basically they are pawning the problem to the credit card company when they should be looking for solutions and working with their partners to determine why my card isn't working for my required purchases They are being lazy and just not doing their jobs The reply they gave me was insulting and naive that any intelligent person would accept the crap they are trying to sell mr I want them to fix my account or explain why I am unable to purchase merchandise with their credit card This is easy, just fix it or tell my why you can't fix it!!!!!

Dear Revdex.com, Thank you for bringing Dr [redacted] ’s home system concerns to our attentionThe area Magnolia Project Manager was able to connect with the customers, complete service on their television system and get all equipment working properly Thank you, Dean [redacted] Executive Resolution Specialist ###-###-####

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Customer filed AG complaint answered by a Senior member on the Executive resolution teamBest Buy stands by its policy of days after the date of purchase or delivery dateHowever we do not accept returns on items that are physically damagedThe return exchange policy can be found on our website at the following link below http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat2608000...⇄ September 2, State of California - Department of Justice Public Inquiry Unit [redacted] Sacramento, CA Case No: [redacted] Dear [redacted] : Thank you for bringing [redacted] 's concerns to our attention We allow for returns and exchanges up to days after the date of purchase or delivery dateHowever, we do not accept returns on physically damaged itemsOur Return and Exchange Policy can be found on our website by following the link below http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat2608000...⇄ From her description of the computer and the picture provided, this appears to be physical damage to the productSince the computer is damaged and it has been past days since she received it, we will be unable exchange or refund Ms [redacted] for the computerWe have no way to know when the damaged occurred We encouraged her to contact [redacted] directly for service options under the product's one-year hardware warranty if she believes this is a defectHowever, they also will not cover physical damage and any determination to extend repair coverage or an exchange under the warranty period would need to be provided directly by the manufacturer Sincerely, Dan [redacted] Senior Executive Resolution Specialist [redacted] @bestbuy.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This seems to be Best Buy's employees only scripted reply allowed to be givenSome how I guess this reply is suppose to absolve them from taking responsibility for sending me a defective/damaged computerIf Best Buy doesn't accept damaged or defective merchandise back then they should not be shipping merchandise out to their customers in that conditionI have yet to have anyone, through all my conversations with Best Buy's employees, address or inquire as to the condition of the computerThe only statement Best Buy employees can recite is that "they have a day return policy"When a customer calls in regards to having received defective or damaged merchandise, you would expect that at the very least a customer service representative or especially a Senior Executive Resolution Specialist would inquire as to the condition of the merchandise; not one employee ever hasThere is a blatant lack of response to the fact that in this case I received merchandise in a condition other than what was advertised and represented to me; therefore, according to the Attorney General's Office and Consumer Protection Laws, Best Buy's store policy no longer holds any weightThis is one of my main points I have tried to address in my dialogue with Best Buy's representatives and they have yet to respond directly to that pointSince I have no way of knowing how or why there is a crack in the plastic molding, I cannot say whether it is damaged, defective, or an irregular flaw and that is why I cannot be precise in my description of the condition of the computerWhether it is damaged, defective, or flawed it is not what I contracted with Best Buy to receive when I purchased this computerI also have a policy of expecting to get what I ordered and paid for which was a new computer; I did not order or expect to receive a computer with a crack in the case moldingIt is not unreasonable to expect that when you order new merchandise that it be free of flaws, defects, and or damageAs I have explained to Best Buy's customer service representative, this was a gift given to my son on his birthday, therefore it was not until after he opened it and began setting it up that the crack was discoveredSince the crack was below the screen, below eye-level, it was not noticed right awayHis birthday was on July 28th and that is when the crack was discovered and that is when I immediately called Best BuyI can assure you that I would not pay over $1,for anything and then not treat it with careHandling of this computer from the time I received it until the time it was given to my son was careful and minimalTherefore, if Best Buy is going to refuse to accept the return of this computer and refund the amount I paid for it, I will proceed with filing the necessary documents with the Courts to have this case heard, and will consider the case closed once the Judge renders his or her finding Final Business Response / [redacted] (4000, 9, 2015/09/28) */ Best Buy holds its position

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer's computer purchased in October of was sent for service, and we show that the services were completed successfullyHowever, our store made an exception to offer store credit or an exchange of the computer outside of policyPlease know that a refund would never have been an option as the unit was outside of the return and exchange periodWhat the store offered was a gesture in good faithAs far as the customer's claims that their new desktop computer ordered from BestBuy.com is arriving damaged, and with beat up packaging, we would recommend the customer order the computer thorough the store for store pick-upI confirmed with the store's General Manager that we can place a store order for this computerThe store can then help ensure the quality of the itemDo understand that respectfully, we would not be able credit back the customer for their store credit/ gift card, respectfullyWe do hope this information is helpful, and we thank you for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence regarding this case has been brought to our Executive Resolution Team for proper review We are very sorry to hear about the described difficulties experienced with rewards point promotions when purchasing mobile phones After reviewing the customers online orders, associated receipts, previous cases, and reward points account we have confirmed that the customer has already had previous agents adjust the missing points that align with the promotion at that time We sincerely apologize about the experience this has brought but Best Buy is unable to offer further support on this matterBest Regards, Amanda H