Best Buy Stores, LP - US Headquarters

Dear Revdex.com.,After reviewing the customer's order, we found that she has not in fact been charged for her orderAs of 11/12/best Buy had placed an authorization on her card, but this has since been cancelledWe suggest that the customer work with her financial institution to address any held funds on her accountbest Buy is unable to address this as the customer are not in our possession.Thanks, and please let me know if you have any questions. Best,Cassie E Exec Res Sr

Dear Revdex.com, Thank you for bringing Ms***'s concerns to our attentionWe apologize for any inconvenience or frustration this may have caused the customer.Upon reviewing the customer's case, we have found there are no expired certificates or points at the moment, and the customer is free to
redeem certificates without penaltyBest Buy was in the process of updating our system used for the Loyalty program, and if there had been anything missing or expired due to time lapse, we would certainly reissue any missing points or certificatesIn this case, however, the customer can redeem certificates as they are available to herAgain, thank you for forwarding this concern to our attentionAt this time, we consider this matter fully resolved. Sincerely,Kelsey F

Dear *** - We are sorry to hear that the television you purchased in April appears to have a crack in the screen. Unfortunately, because months has elapsed since you purchased the television we are unable to offer you a refund. Our store managers are able to make
exceptions in rare cases when a customer is within a couple of days of their return window, however, they will not make an exception in your case. Our return and exchange policy is listed in stores, on your receipt and online. Please check with *** to see if they are able to assist you with repair or replacement of the televisionWe're sorry that this is not the answer you are seeking however, we are unable to offer you an alternative solution. A link to our return and exchange policy is listed below.Regards, Amy C.http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050...⇄

From: ***, *** Sent: Monday, May 21, 4:PM To: '***@yahoo.com' Subject: Revdex.com Complaint Importance: High Hello Mr***, Thank you for your time on the phone earlierAgain I am very sorry for the experience you
hadWe appreciate you giving us another try to make this right by setting up a new order As we discussed, I requested the $gift card be mailed to your PO BoxYou should expect it to arrive in 2-weeks It is my hope that your delivery goes well tomorrowPlease feel free to contact me if you have any questions or concerns Sincerely, Dan *** Senior Specialist | Executive Resolution Team

Initial Business Response /* (1000, 10, 2015/09/03) */
Dear Revdex.com,
Thank you for bringing Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
Management at the customer's local store worked with their
AT&T representative to resolve the issueAT&T offered to cancel the contract and waive all activation fees for the customerThe customer decided to keep service on the phone, but cancel service on the tabletThe customer was able to keep the tablet as a customer service gestureBest Buy considers the matter resolved
Regards,
Kathryn S
Initial Consumer Rebuttal /* (3000, 12, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never offered the opportunity: "AT&T offered to cancel the contract and waive all activation fees for the customer"....If I had been offered that I would have taken the offer ! This is very upsetting because I had actually said I wanted to cancel my contract with AT&T, return the phone to BestBuy and have them give me if not my old phone, then a phone equal to what I gave to them, which was a Galaxy 4....Jacqueline said they could NOT do thatAnother example of misrepresentationBased on that answer I THEN agreed that AT&T would refund $which they charged for activating the tablet...but when I looked online they only deducted $45....If it is true that AT^T will cancel this contract, that is what I want to do ....IF YOU check my complaint above, I state that I want to CANCEL everything, that has always been my desireplease contact me
Final Business Response /* (4000, 14, 2015/09/04) */
Dear Revdex.com,
Best Buy feels that we have fully addressed Ms***'s concerns that were forwarded to your office in our previous response and we maintain our positionThe store noted what was offered to the customer in an effort to resolve the issueThe customer states she wanted to get back her old phone or one equal to what she traded inThis is not possible as the customer traded in her old phone for a $gift cardTrade in transactions are final as noted on the trade in paperwork the customer received
Regards,
Kathryn S

Initial Business Response /* (1000, 7, 2016/03/15) */
To Whom it may concern,
Additional information was requested from ***A copy of the receipt was requested to date customer has not provide the requested informationIn order to proceed with a resolution a copy of the receipt is
needed
Thank you for your understanding
Larry S

Dear Revdex.com,
Thank you for bringing Ms***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
We have found that the customer has since been refunded for the incorrect charge on March 14, and the funds can take around 5-
business days for the customer's bank to receive the funds from us to place back into the customer's accountThe customer should be seeing the charge back on her statement this week, if not already
Best Buy considers this matter closed
Sincerely,
Kelsey F

Initial Business Response /* (1000, 7, 2015/09/09) */
Dear Revdex.com,
This was an error that was cause due to the wrong sales procedures followed
This customer was fully refunded per transaction:
*** 08/20/
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer
indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com, Thank you for forwarding Ms***s messagePlease know that we left Her another voice mail on 05/05/but Ms*** has not called us back yet We will address this concern completely when we are able to speak to her Thank you

I filed a complaint against Best Buy due to all the issues with the appliances I orderedYou had sent an email about closing the complaint and I had let you know that everything had NOT been resolvedI have made too many calls to remember to try to get everything taken care ofI still have a damaged Refrigerator door that has not been replacedThey took forever to order the replacement door and then shipped it without the sealI was unaware of this until the techs came to install the door and let me know that they could not without the seal that should have been in the box. When I call Best Buy to let them know I was told that I had to order the seal myselfI was unable to do so since it was on a month backorder so I called Best Buy againAfter MANY calls someone ordered the seal and it has been deliveredI have called to try to schedule the door install many times and keep getting the run aroundAt one point they told me that they wouldn't be able to schedule. This has been the worst experience I have ever had with a purchaseI spent a lot of money on all new appliances and can't believe how this all has been handled. PLEASE HELP ME WITH THIS!!! Regards, Debora ***

Dear Revdex.com - We have reviewed the customer's request to remove the blackout on returns with Best Buy. We recently worked with The Retail Equation regarding this customer's request to be allowed to return items, and found that her returns history falls outside of the
guidelines of our policy. The customer has received warnings regarding her returns activity in the past months, so we know that she has been made aware of our policy. At this time we are unable to remove the ban on returns from this customer.Regards, Amy

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that Mr*** has contacted our offices and we have addressed his concerns Best Buy considers this matter to be resolved nevertheless, please forward any additional concerns and we will address them accordingly
Thank you

Dear Revdex.com,Best Buy feels that we have fully addressed the customer’s concerns that were forwarded to your office in our previous response and we maintain our position. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you

Dear Revdex.com,We have reached out to our store leadership to provide insights about the transaction and the promotionsBest Buy will respond with out findings once updated.Kind regards,Ash

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding the matter has been brought to our Executive Resolution Team for proper reviewPlease be advised that per the terms and conditions of the Protection Plan, the store has
already provided the customer with a gift card totaling the amount the customer paid for his product, including tax, which has fulfilled his planBest Buy will not be providing any further store credit Best Regards, Bethany H http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_current_englis...⇄

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 bringing Dr*** ***’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 *** Executive
Resolution Specialist ###-###-####

Dear Revdex.com, A price match was issued to the customer on 11/25/17 Transaction # *** *** *** 11/25/for $plus $sales tax totaling $refunded back to the customers best Buy Credit card ending in ***. I have sent a copy of the POS receipt via email to the
customer.Best Buy considers this matter resolved.Thank you,Larry S

I am rejecting this response because:
How would you have an record? It was an e gift card purchased through paypal digital servicesIf I could have actually talked with someone worthwhile, maybe you would have this information on hand. Of course you have no record of me contacting customer service because everyone I talked to was incoompetent. The fact that you consider that matter closed without even trying to follow up with me just shows how poor your customer service is

01/05/2017To whom it may concern,Best Buy has contacted this customer and offered a credit for the disputed amount as a one time customer service gesture. We now consider this issue to be fully resolved. Nevertheless, should further issues arise, do not hesitate to reach out for
assistance