Best Buy Stores, LP - US Headquarters

October 10, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] ’s concerns that were forwarded to your office in our previous correspondence and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] terrance[redacted] @bestbuy.com Senior Executive Resolution Specialist Best Buy Corporate Campus

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The local store paid Cash for the difference I was being charged

Dear Revdex.com: Thank you for referring this matterWe are still working with our IT partners to resolve some lingering Rewards issues and it is a top priorityI do see that for this matter, our Social Media specialist worked with the customer via a forum and applied the $owed in certs as a refund to order BBY01- [redacted] , so that the customer did not have to wait any longer

Dear Revdex.com, When the agent originally quoted the customer he was unaware that this TV was an exclusive branded TV which Best Buy will cover the Manufacturer’s warranty On 1/11/the customer was given a new order that is set up with the correct information and is scheduled for 1/21/ Best Buy will honor the warranty and repair or exchange the TV as needed at no charge to the customerBest Buy considers this matter resolvedThank you

Dear [redacted] - The Best Buy iPhone X that you purchased was un-activated This was a different model number than the unlocked phone offered by Apple The Best Buy phone was sold with the intention to have it activated as part of the purchase and have discounts applied based on the carrier selected with that activation For this reason, we are not offering or allowing price matches on the un-activated iPhone X Because Best Buy is a third party retailer, as we are selling phones for carriers Best Buy only makes money by selling phones with activation through installment billing For this reason we are not offering a price match on the iPhone X Universal We realize that this is not the answer you are seeking and apologize for your disappointmentAs a customer service gesture, we are adding a $ [redacted] certificate to your My Best Buy account We appreciate your patronage and thank you for bringing this matter to our attention.Regards, Amy C

Dear Revdex.com, Thank you for bringing this matter to our attentionUpon reviewing the order our notes indicate that the payment failed authorization therefore it was cancelledPlease know that arefund was automatically processed back the original form of payment which was the gift card originally used and the credit cardPer the customer's request, we have cancelled the gift card he no longer has and sent a replacement to his email which he should have received on 12/07/As mentioned previously, this was done as an electronic gift card to the email provided on the orderFurthermore, we are not able to provide any gestures or discounts towards another TV however the TV does show it is as the price he originally paidPlease have the customer check his email inboxWe can resend the electronic gift card if he is not able to find in his email inbox Thank you

September 26, To Whom It May Concern: Best Buy feels that we have fully addressed Mr [redacted] ’s concerns in the previous correspondence sent to him dated September 21st, and our position remains unchangedNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Enclosure: ***-BBY [redacted] Private Re: Gift Card Issue Hello ***, I hope you are doing well! I wanted to let you know you should now be seeing your gift cards refunded As for providing you with SKU instead for the same price, I understand this may have been promised based on the 2-year contract priceHowever, we would not be able to override the 2-year contract as the agent seemed to have imaginedHowever, SKU is a refurbished, rose gold, only unit, much like the original unit you had selectedIf you wish, I would be delighted to look into matching the price on this unit for you Sincerely, [redacted] | Social Media Specialist | Best Buy Corporate sec ago Response dated 9/21/

Dear Revdex.com,Thank you for contacting us regarding this matter Best Buy has reviewed the refund issue presented by the customer Based upon the review, it appears that a refund was issued on March 29, for the game that was not picked up by the customerIt can take from 3-business days up to a billing cycle for refunds to post We apologize for the difficulty the customer experienced with this situation, but we do believe the issue to be resolved at this time.Thank you,

I am rejecting this response because: Yes, after wasting my time, stressing me out and wasting energy I did get a refundI would like an apology from the manager of the store and clarification of the return policy and the reason for the initial denial and failure to obey the best buy return policy

Revdex.com, Thank you for bringing this to our attentionPlease know that we connected with the customer to talk about her concerns, and have issued the Gift Card as promisedThe gift card should arrive within the next weekWe do apologize for the experience, as we always strive for excellenceThank you again for allowing us the opportunity to address our customer's concerns Regards, Sarah L

Dear Revdex.com,Thank you for sending this for reviewI have looked into the customers order and see that we attempted twice to process order but the credit card declinedWe do not show any previous interactions of the customer calling in to report issuesWe will not be honoring sale price of $on the headphonesI have called the customer and let her know if she is still in the market to purchase headphones I can help her find something in her budgetI left a voicemail with her case # [redacted] and my direct phone number.Thank you,Karla [redacted]

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer made the initial purchase in our Franklin store, and this is where the manufacturer set up the exchangeThe customer also actually contacted the Franklin store, not the Jackson storeWe have phone hub stores, and Franklin is that store in this area, so any call to Jackson would be routed to FranklinUnfortunately there is no way to validate what was said in the conversationWe are unsure why the customer would have called our Jackson store as they were again not the purchasing storeThat being said, if the customer, for whatever reason, called the Jackson store, our Franklin hub store would have picked up which would have potentially caused the confusionAgain, we are unsure why the Jackson store was even in the equationHowever, with that being said, our Franklin store's General Manager issued a $refund to the customer and said that the customer was very happy, and was given his cell phone number if they had any future issuesPlease know that we would not be issuing a full refund of this unit as requested and feel that our store's exception in good faith was a gesture that was far above and beyondThank you again for allowing us to address these concerns Regards, Sarah L

Dear Mr [redacted] - We're sorry to hear that the special order refrigerator you purchased online was not available on the date that you chose for delivery The appliance that you chose and purchased is a Special Order item Unfortunately, our website allowed you to choose a delivery date that was not realistic given the fact that this is not a unit that we stock and that we must order it directly from the manufacturer Below is the information from the link on our website regarding special order items.We can see that the order was cancelled and that your money has been refunded Please accept our apology for any miscommunication that was created when our website allowed you to choose a delivery date We will be passing this feedback along to our .com team for review.Regards, Amy CSpecial Order ItemsThese items are part of our expanded online selection and are not available in Best Buy stores.Special Order Delivery Appliances & TVsAn agent will call you when your order is ready to schedule for delivery.Delivery timelines may be longer than for non-special order productsWe cannot deliver to P.Oboxes or APO/FPO addresses.An adult age or older must be home to sign for the delivery.Item will be delivered into the entryway of the home or garage only.Delivery does not include placement in room of choice, installation, unpacking, or recycling.Canceled or returned Special Order items will be refunded 85% of the original purchase priceSeeReturns Promisefor full details

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the authorization holds to her credit card account for online order #BBY01- [redacted] to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted Ms [redacted] directly by telephone and email about her concernsOur online support team has confirmed the online order was cancelled and have informed us the payment has been suspended; which will stop Ms [redacted] ’s credit card from attempting to authorize againThe issue you experienced has been corrected in our systems that caused the authorization holds In addition, as a customer service gesture and for a better Best Buy experience, we will be sending a $ [redacted] Best Buy gift card from our corporate office to enjoy some shopping on usThe 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

I have called the customer regarding their credit history concerns and emailed CitiBank’s Executive Team for assistance They will be researching the complaintThank you, Dean [redacted] Senior Executive Resolution Specialist

Dear Revdex.com, The product the customer refers to in the complaint was delivered on March 20th We have been trying to contact the customer by phone but his mail box is full An email has been sent with my contact information should the customer wish to give me a call.Best Buy considers this matter resolved.Thank you,Larry S

Dear Revdex.com,Our client would have to work with his local store to access the AT&T account so that we may make any necessary changesThe customer has been informed previously that he needs to work with the local General Manager.Kind regards, Ash

Dear Revdex.com, Thank you for bringing Mr [redacted] ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer The product the customer purchased does not come with a power cord nor hoses for installation, and a dishwasher kit would need to be purchasedThe customer may visit BestBuy.com to buy a kit or check product availability at local storesThe product page for the item the customer purchased indicates that required parts for installation are sold separately, and customers may add them to their cart when shopping online Best Buy is not the manufacturer of the product, and customers would need to purchase a power cord and hoses separately at other major retailers as wellThe manufacturer’s installation instructions at their website also indicate that additional parts are needed to complete installation including the power cord Best Buy considers the matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.All is well and I'm happy

Hello Mr [redacted] ,Thank you for contacting Best Buy through the office of the Revdex.com about your Ebay Gift cardsMy name is Cassie, and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the difficulty that you are having with Ebay, 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 company.Unfortunatley best Buy has a day return and exchange periodThis information is available on our website, as well as being provided to you as part of our order confirmationIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this policyAgain, I apologize for your experience, as we value your business.Kindest regards,Cassie E Exec Res Sr