Best Buy Stores, LP - US Headquarters

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Hello Ms [redacted] , Thank you for contacting Best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive Resolution team at the Best Buy corporate office I am extremely sorry for any misinformation that may have been provided to you, and I assure you that every step is being made to prevent situations such as this from arising in the future When products are sold that require activation, such as a cell phone or some tablets, a contract is provided that explains any associated costs or terms associated with the product activationIn order for a product to be activated in our store, this contract must be signedAlthough we do our best to explain the terms in full, there is some responsibility on the part of the consumer to make certain to familiarize themselves with the terms provided After working with the store to resolve your issue, I was made aware of the fact as a resolution the store has asked you to come in to return your iPad, so that the monthly contract for the iPad can be adjusted or removedThis would need to be processed at the store in which the product was purchasedTori, the mobile manager at the store has been in contact with you, and will continue to assist in any way that he can The last contact that we have had with you was Saturday 06/20, as an email was sent to the address provided aboveIf you could please respond back to that email, we should be able to move forward Thank you again for making Best Buy aware of this issue Kindest regards, Cassie E

I am rejecting this response because: My receipt CLEARLY STATES I can return the merchandise with the post paid envelope within days for A FULL REFUND Best Buy now has a brand new, unused phone that I paid for I am taking additional steps to refund my money

Dear Revdex.com,I am sorry for the confusion - here is the email chain that Steve has been working on to get the customers issues resolvedThe warranty has been cancelled and refunded and the late fees have been removed from CitibankWe are waiting to get a response on what her options are as far as her credit rating.April 3, Consumer Protection Division Government Center South, 5th Floor [redacted] Indianapolis, IN RE: File No.: [redacted] Dear [redacted] : Thank you for bringing [redacted] ’s concerns to our attentionThe following is the response to consumer complaint File No.: [redacted] filed with your divisionAt this time Best Buy feels we have appropriately addressed this issue [redacted] purchased the Geek Squad Technical Support (GSTS) plan for 1-year and is seeking to have the plan refunded and any subsequent charges they incurred on the Best Buy credit card account and credit rating restored When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the GSTS plan and plan terms would be sent to them via email address they provided and available on our website tooWhen signing, they agree to auto renewals unless they opt out of renewals when signing the point of purchase box at the time of the purchaseOur 1-representatives have shut off the auto renewals in our system and we have credited/refunded Ms [redacted] $back to the Best Buy credit card for the GSTS plan renewed on 06/25/ Best Buy has a working relationship with Citi Bank whereby they provide credit card services to our customersFor security and privacy reasons, Best Buy does not have direct access to or influence over Citi Banks records, policies, procedures or card holder agreement customers sign when it comes to removing any banking feesHowever, after receiving Ms [redacted] ’s AG Office consumer complaint, we contacted Citi Bank on Ms [redacted] ’s behalfCiti Bank has informed us they have removed interest, late fees and zeroed out her balanceCiti Bank stated they will be requesting a payment history update through the credit reporting agenciesFor additional information or to verify the account balance, we encourage Ms [redacted] to contact Citi bank directly at ###-###-#### Thank you again for allowing me to respond to you on behalf of Best Buy Please let me know if you have any further questions or concerns regarding this case Sincerely, Steven [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus ###-###-#### (direct) ###-###-#### (fax) Steven[redacted] @bestbuy.com

April 15, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] **’s concerns that were forwarded to your office as the item was no longer available and we regrettably had to cancel the order in question 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, 5, 2015/12/29) */ Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] 's concern regarding the Geek Squad Protection (GSP-R) Replacement plan purchased with the Xbox headset to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations [redacted] purchased the GSP-R plan as noted on the front of the receipt received at the time of the purchase; Accidental, Damage, & Handling (ADH) is not offered with this plan and the purchase receipt confirms ADH coverage was not purchased or part of the GSP-R plan purchased with the Xbox headsetThe purchase receipt [redacted] received states the following: 2YR 50-N 2YR 50-ENT GSP-R GSP# [redacted] SKU # [redacted] EXP DATE 06/30/ The GSP-R coverage under the Terms & Conditions (T&C) notes in the following hyperlink below: IWhen purchased, a GSP-R Plan provides for the replacement of your Covered Product when it is determined by us to be defective as a result of useIf we make such a determination, we will replace your Covered Product in accordance with the replacement terms in Section If the Covered Product is a CD, DVD, Blu-Ray disc, video game software title, we will replace it with the same product you purchased as described on your receiptIf the same product is no longer available, you will be reimbursed by us in an amount equal to the current purchase price of a product similar to the Covered Product http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ When customers sign the point of purchase box to verify signature, the customers agree to the T&C of the Geek Squad Protection (GSP-R) Replacement and plan terms would be sent to them via email address they provided or handed a physical copy - and available on our website too We only offer this for clarificationThe Best Buy store based on above T&C determined the headset that snapped was not part of use and would be denied coverage under the GSP-R plan As a customer service gesture, we will be sending a $ [redacted] Best Buy gift card from our corporate office (covering the purchase cost)The gift card should be received in approximately to 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 - Our records show that the store did accept a return of the HP Desktop computer that the customer references above We are closing our review of this matter.Regards,Amy

I am rejecting this response because:Misleading a customer to sign up for a credit card under pretenses is not fixed by offering a [redacted] gift card to you store that will never patronize again It really makes no sense that Best Buy would take the product back in their inventory (all of which has been out of the box) to now offer to other customers for a discount as an open box item

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Dear Revdex.com, After reviewing the details surrounding the cancellation of the Monthly Mobile Warranty, it is evident that the plan was cancelled due to failure to collect payment The last payment was collected on 9/thus your contract lasted until 10/ Our systems indicated that we sent emails to update the payment information on 7/28, 8/22, 10/and 11/regarding the payment failure and updateAlso a letter was mailed out on 11/to the address on file ( [redacted] , Lawrenceville, GA 30044) Per the terms and conditions of your contract - it was cancelled due to non - payment(Section - B.I) See below http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_07_06_to_...⇄ bCancellation ICancellation by UsThis Plan may be cancelled by us for fraud, material misrepresentation, unsafe work environment/conditions as determined by us, nonpayment of the monthly Plan fee if you have purchased a monthly bill Plan ("Non-Payment Event")If a Non-Payment Event occurs, we will provide you written notice, via mail and/or email, of the Non-Payment Event and days to cure the Non-Payment Event, if curableIf the Non-Payment Event is not cured, the Plan will be cancelled retroactively to midnight on the last day of the month for which the last monthly payment was paidIf we cancel this Plan and you have paid for a Plan term in advance per the One-Time-Pay Plan, you will receive a pro-rata refund of the price you paid for the Plan based on the percentage of the Plan's unexpired term, less the cost of any service provided Best Buy is unable to accommodate the request for refund nor the free year of Geek Squad We apologize for any inconvenience that this situation has caused Kind regards, Ash

Dear Revdex.com,Sedgwick is aware of the customer's complaint, and will be addressing this directlyThank you again for making us aware of this issue.Best,Cassie E Exec Res Sr

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I appreciate the price match but was nit looking for the gift card The bigger issue of why the telephone people said besbut buy has a policy of not price matching to 'deal of the day' pricing when the policy stated on the Best Buy website says the donremains unanswered Also I did not see anything about lifting the block on my Best Buy forum account that was locked after complaining there about the contradictory policies of the website and the phone operators I do not mean to appear unappreciative of the assistance from Best Buy but I do think they are missing my point in that if they have a policy then it should be stated consistansty in store, on the website and anywhere else like the phone customer service people Also questioning the policy on the bestbuy forum should yield a valid response and not banning the user from the forums Thank you and happy holidays

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Dear Revdex.com, Our Black Friday sales time were made public and were available on the local ad and on Best Buy.com These products were considered door busters and availability were limited to the number of tickets each store had for this item Customers would of lined up for tickets in a first come, first serve basis We will not be accommodating the customer's request for the [redacted] 49" nor a comparable TV at the Black Friday sales price of $ Best Buy apologizes for a any frustration or inconvenience that this situation may have caused Kind regards, Best Buy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Best Buy advertised a [redacted] 49" TV for $as part of their Black Friday saleThe item was not available as advertised on Black Friday Best Buy advertised a [redacted] - 49" Class LED 1080p HDTV Model: 49L310U SKU: for $(Reg$429.99) as part of their Black Friday sale Black Friday means "Friday", not Thursday It seems that they have engaged in advertising by not having this item available as advertised on "Black Friday", Friday, November 27, Since they did not have this item available on Black Friday and are refusing to sell this item to me at the advertised price, they are proving to be unreasonable Their Revdex.com rating should be downgraded not only for my case, but for the many other complaints which Best Buy has unresolved at Revdex.com I therefore intend to file a complaint to the United States Federal Trade Commission and begin contacting attorneys about this matter Black Friday means "Friday", not Thursday, and I think the judicial system will agree Final Business Response / [redacted] (4000, 9, 2016/01/12) */ Dear Revdex.com, Best Buy stands firm with our original response and feels that we have addressed this complaint appropriately Thank you, Ash E

Dear Revdex.com, Thank you for bringing this to our attentionWe would be glad to assist with this and we are sorry that it shipped to the incorrect addressWould Mr [redacted] still like us to reship this to the address he provided in his complaint? Or would he like for us to provide him with a refund? Sincerely, Dan S.Best Buy

Hello Revdex.com, Mr [redacted] has already returned the lap top to one of our store locations and received a full refundBest Buy considers this matter resolvedThank you,Anthony W

Dear Revdex.com, I tried calling the number provided and was told I had the wrong numberThe store tried to call the number and it came up as invalid Maybe it would be easier to connect with the customer via emailI have asked that the store email using the one tied to this complaint so I hope that is current Thank you

Dear Revdex.com, Thank you for bringing Mr [redacted] 's concern to our attentionIf Mr [redacted] has filed a claim with Sedgwick Claims Management Services, Inc he will need to keep in contact with them, as they have ownership of this damage claimUnfortunately Best Buy is unable to assist with the claim directly.If the customer has not filed a claim with Sedgwick, we would be more than happy to assist with this, as they are the insurance company that works with Best Buy for property damages.You can contact Sedgwick Claims Management Services, Inc at ###-###-####: M-F, 8am - 4pm CST.Thank you,Best Buy

I am rejecting this response because: I am not responsible for the violation of the Best Buy website and therefore, my confidential information has been compromised and stolenThey as a company have the responsibility to ensure the safety of their customersAll I'm asking is that the Best Buy company remove the debt on my card, and make the necessary paperwork to make it soI do not have to be wasting time and effort contacting the bank responsible for the card, when I was not responsible for the security breach of the website

Revdex.com, Thank you for bringing this to our attentionWe do apologize for the system error that misquoted the price in our customer's emailThis was a rare system error and has been resolvedPlease know that I connected with the customer, and have issued a $check as a gesture in good faith for this errorThe check is being processed, and should arrive in 1-weeksPlease also know the check will be sent in a non descript envelope for security reasonsThank you again for allowing us the opportunity to address the customer's concerns Regards, Sarah L

I am rejecting this response because: As a company that continues to seek fairness and equality in their customer service, it seems wrong to force a customer to keep a defective product, when that product was defective at the point of saleIt is clear to me that the return policy is days, and the reason I was unable to work in this return policy time frame is due to being out of state with the receipt, which I have fully explainedThe reflection of a company with great customer service is a company that wants to work with customers to maintain an ongoing relationshipI find it difficult to believe that I will continue to purchase products from Best Buy, if this isn't resolvedWith my boyfriend being a professional baseball player for the Cincinnati Reds, his online media presence sways many peopleShould this continue to be an issue I will make it very well known about the negative experience I have had with the Best Buy executivesBeing in the baseball world, his friends, family, teammates, and fans will take their business elsewhere

Dear Revdex.com - Regardless of what the customer was told, the customer's GSP ended on December 4, and we were unable to offer any service under the GSP after that date We are sorry if the customer was given incorrect information, however, verbal information does not supersede the date that the plan expired We are unable to assist the customer as her plan was already expired by the time she contacted Best Buy.Regards, Amy

I am rejecting this response because: The information provided by Best Buy is incorrectThe $ [redacted] gift certificate was for the replacement for a protective screen incorrectly installed by Best BUY employee and came off the phoneI was never asked to provide a passcode in my previous visits to receive the phone the first time and to exchange it the second timeDuring this last visit the employees acted unproffesionals and carelessI escalated because of the disrepectful way the emoloyees approached me, the careleness aptitud they have, their rejection to let me talk to a manager, their rejection to let speak to the ATT rep to address the issue of the pasccode and their sarcastic way to reply to my situationBecause of their negligence I have been involuntarly stock with an unsafe device sold by Best BuyThe dollars was not compensation for the issue addres in the complaint, it was an offer to compensate for the broken protective screen the store also refuse to replaceThat was a difderent issue