Best Buy Stores, LP - US Headquarters

August 18, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as the store staff has since resolved the matter with the customer by offering an exchangeNevertheless, please forward any additional
concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence 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 in an effort to return the mentioned TVAt
this time, we have partnered with store management ( Ops Manager, Jacob) who has agreed to process a refund, assuming the TV would meet the regular required criteria for a return to be processed (no damage prohibiting functionality, all accessories present, etc.) We would be happy to invite our customer in at their earliest convenience that we may proceed with fulfilling this requestWe sincerely apologize for any frustration and inconvenience experienced, and greatly appreciate the opportunity to assist in providing a resolution.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com, Thank you for bringing this matter to our attention. We have reviewed both of the cases that the customer documented in her complaint. As of July 20, a refund has been requested for $32.09 for the charges related to the Kaspersky renewal, and the Kaspersky protection
has been cancelled. We apologize for the amount of time it is taking for the refund to post to the customer, but it can take up to a billing cycle for that to occur. Thank you, David M

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer. The customer contacted us through our forums at Best Buy, and it was explained to him the store made an error and were unable
to sell the video game to him at that timeThe customer’s comments have been made available to management for reviewI have requested a $** Best Buy gift card be sent to the address provided to the Revdex.comPlease allow 10-business days for it to arrive. Regards,Kathryn S

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer We have found the customer was not refunded as promised and will be following up with them directly to ensure the matter is fully
resolved. Thank you again for bringing this concern to our attention Sincerely,Kelsey F

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Xbox purchased from our online store and never received to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet
their expectationsWe have submitted a refund to Ms***’s online order for the Xbox (BBY01-***) today in the amount of $The credit will go back to the original form of payment and posted in approximately 3-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attentionPlease know that our Department of Defense personally reached out to the customer to discuss the matter, and have issued a $*** check as a gesture for the experience Thank you again for allowing us to address these concerns
Regards, Sarah L

I am rejecting this response because:My problem is not simply with a $fee My issue is that by not addressing this with the store and refunding the fee, you are in essence enabling your employees in that store to extort customers under the guise of state law It is perfectly reasonable (and I'm sure legal) for Best Buy to impose a fee; however, it is entirely another situation when the Best Buy as a corporation is condoning lying to customers to get them to pay the fee when there are other options that either don't cost anything or cost less (that means the $fee is not required by Minnesota law) I would think it advisable for this to be addressed not only with this store, but with Best Buy in general If Best Buy as a corporation is okay with customers being lied to get them to pay their store instead of another under the guise of supposed state law, then I will need to involve the Attorney General's Office Please let me know

Dear Revdex.com - We have refunded the $for the Kaspersky download that was sent to the customer. The agent who cancelled the order failed to cancel the downloaded item, as well, hence the remaining charge. Regards, Amy C

I am rejecting this response because: The tone of the response Per Chase, each approval had a higher amount than necessary.Best Buy does not apologize for being unavailable by phone Waited on the phone for approximately minutes, only to have the representative tell me they routed me to the wrong department After re routing me, the next representative hung up on me Best buy had terrible customer service and does not even mention that in their response Sounds like their service is deteriorating even further So, their response is pretty pathetic

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 situationPlease know that we will be reaching out to the customer to address her concerns and we will provide further updates when this is resolved
Thank you

November 7, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office in our last correspondenceThe phone was processed under the Terms of their Geek Squad Protection Plan in which a refurbished unit would be sent to the customer and our position remains unchanged. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

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.thank you Mr Derek W for all your help

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by the customer when dealing with the delivery of her applianceOur records indicate that the delivery was completed and that a $gift card was sent to the customer due to the
poor experience Best Buy feels that this matter is closed but please forward any additional concerns to our office and we will respond accordingly. Thank you,

I am rejecting this response because:
Twelve days to wait on an order that cannot be used is severely unacceptable and needs to be rectified.While Best Buy may consider that verifying the card and opening it in an email considers it as "fulfilled", the order still cannot be used Therefore, since the order cannot be used, the service the order was meant for was not properly delivered.I received this response via email, and they were willing to offer me a $*** gift card for my troubles...If they are so willing to offer me a $*** gift card for my troubles, they should be willing to refund me the $that was not able to be used by the intended recipient.I indicated that the local authorities in California couldn't do anymore, so it's in Best Buy's hands When I asked if they could contact the authorities to see if they could provide anymore information, I was told they wouldn't do it.This is not acceptable and I want a refund

I am rejecting this response because: Shane M. Is a liar!

Revdex.com, Thank you for bringing this to our attentionPlease know that there was an issue with the order and it was indeed canceledThe customer would have been emailed about this, and I am sorry to hear they did not receive that communication.At this time a new order had already been placed and
deliveredDelivery of the product was freeIn good faith, I have issued a $** credit back to the customer's order as a customer satisfaction gestureThis should reflect back to the original form of payment in 1-business days, or 1-billing cycles depending on the customer’s cardThank you again for allowing us the opportunity to address these concernsRegards, Sarah L

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was told the refund should post in 2-business days so hopefully the first week of April I will see this posted to my account

Dear Revdex.com,Based on information provided from Mr*** and United Stated Postal Service the package was delivered to his place of residenceMr*** will need to work with his local law enforcement agency and the USPS to resolve this concernWe have, however, provided Mr*** with a one
time customer service gesture. Thank you,Gail D

Initial Business Response /* (1000, 7, 2016/01/08) */
Dear Revdex.com,
Thank you for bringing this to our attentionWe have reviewed Ms***'s inquiryOur records indicate that we have delivered and installed the correct product on 01/04/Best Buy considers this matter resolved
Please
forward any additional concerns to our office and we will respond accordingly
Thank you,