Best Buy Stores, LP - US Headquarters

10/16/2017To whom it may concern,After working with the customer due to extenuating circumstances, we have made a one time exception to our regular policy to provide the customer with a replacement Playstation Controller at no cost to the customer We now consider this issue resolved in it's entirety Nevertheless, should further issues arise, please feel free to reach out directly for assistance

Dear Revdex.com, There has been a technical issue with multiple authorizations showing up for some customers with monthly billing plansThis problem has been corrected but it may still take some time for the authorization to expire and fall off If this is a debit card it may take longer for the authorization to expire.I did verify that [redacted] only has one Geek Squad 24/Support Plan and the Webroot AntivirusThe Geek Squad plan will normally charge $per month while the Webroot will charge $per monthIt may show up as one charge for $Thank you, Dan SBest Buy

Dear Revdex.com,The price match requested by the customer cannot be verified The WalMart price for this item as of 1/23/is $245.19.Best Buy denies this request Best Buy Considers this matter resolved.Thank you

Revdex.com: I received a refundThis resolution is satisfactory to me

Revdex.com,Thank you for bringing this to our attentionPlease know that the store has personally reached out both via email and phone to the customer, and offered to return the stand for a full refund to the customer's cardThank you for allowing us the opportunity to address our customer's concern Regards, Sarah L

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer phone purchase on 5/24/ir far outside our day Return Exchange Policy and therefor ineligible for an exchange or refundWe cannot substantiate what was said at point of sale We would advised to work with store management to discuss if other options for an exception are available Best Buy will not be approving an exchange Thanks, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to management and she was unable to help me The sales rep was sitting right there as we were speaking to the Manager - he did not dispaute what he told us This sales practice I feel is baited and advertisement - because it does not do what he claimed it would , how can the consumer rely on the knowledge and statements of the employee to guide him in a purchase I never would have purchased the phone since it is not adequate for my business purposes I would like a phone that can do what I need it to doI am not in need of a refund but the phone should be replaced to a phone that is capable of performing what I need it to do Final Business Response / [redacted] (4000, 9, 2015/08/19) */ Dear Revdex.com, We would advised to work with store management to discuss if other options for an exception are available Thanks,

Hello,We have reached out to the customer via telephone and was able to explain the repair process for Samsung mobile devices to [redacted] **In the article the customer referenced in his complaint it specifies that Samsung repairs on mobile phones at Best Buy is only in select store locationsThe article also provides a link to check the customer's area for the closest Best Buy store that offers the serviceI referred [redacted] to Samsung for repairs that may be covered under the manufacturers one year warranty, as [redacted] does not have any additional protection or service plan with Geek Squad or Best BuyBest Buy considers this matter resolvedThank you,Anthony W

December 20, To Whom It May Concern: Best Buy apologizes that we were unable to fulfill [redacted] ’s order during the scheduled date and that she ultimately cancelled her order We have confirmed that she has been credited in full for the transaction 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

I was contacted by Matthew, who closes out escalation issuesHe discovered that Ashley, who was assigned to handle my refund of the original order, had not refunded my total amount that was charged to my debit card, and she did not initiate the refund of the amount charged to my Best Buy credit cardAside from Ashley's total disregard for customer care and complete incompetence, Matthew was a blessing and bright light at the end of the tunnelHe immediately took ownership of situation and apologized for all that had gone wrongAlso he refunded the additional $dollars that Ashley had shorted me on my debit card, and finally refunded the other $back to my Best Buy credit cardHis care and work ethic made me want to place my order again with him, and give Best Buy another chance to make things rightSo I asked him to redo the order, to which he was able to provide a $discount On the delivery date, I received a call from Randy the deliverypersonHe was extremely nice and understanding of the level of detail and care to which this situation demandedWhen he arrived he and his partner Delan were very personable, considerate, and dedicated to getting the job done correctly and without hiccupsThey toom their time and installed my washer and dryer the right wayRandy even went the extra mile by reconnecting my dryer door to swing in the opposite direction so as not to hit my washing machine when openingI also received an additional call from [redacted] S., who also offered to send an additional $Best Buy gift card to use on a future purchase I am extremely happy and satisfied with the way Matthew, Randy, Delan, and [redacted] handled this second effort for Best BuyThey have restored my confidence in you organization, and I recommened that they all be rewarded, compensated, and commended for doing soI also recommend that Ashley either receives additional client care training immediately, or be immediately let go

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 general manager of our Roseville store has address the issues the customer encountered with the employees in questionAdditionally, he left multiple messages for the customer requesting a call back so he could speak with the customer about the experience he hadI also left the customer a message saying we would refund his installation orderThis refund should be processed within the next 3-business days with the refund going back to the original form of payment Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com,Thank you for providing the additional communication from the customer regarding this matter Certainly, we understand the customer's frustration with a challenging experience The customer has a two options when seeking replacement of the device under warranty protection If the device is eligible, the manufacturer may replace it Information regarding obtaining manufacturer warranty service for Samsung can be found here http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0002110&p...⇄ The customer can also explore the option of Geek Squad Express replacement service For service under a Geek Squad Protection plan, the customer can go through Geek Squad Express Replacement by visiting the following web site: https://www-ssl.bestbuy.com/usw/adex/home Per the terms and conditions, cell phones purchased on or after September 1, may be subject to an additional service fee Best Buy cannot provide resolution offers outside of what may be offered by the warranty protections.Thank you,David M

Dear Revdex.com, The customer has been contact via phone and emailPlease direct them to reach back out to their case managerThank you,Best Buy

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com regarding your canceled order and the use of the Best Buy gift cards and the refunds to them and PayPalMy name is Tyrus [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about this issue 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 companyI would be more than happy to place another order for the gaming PC for you if you could reply to my response with the product SKU number as I was unable to locate it under order number BBY01- [redacted] ***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus[redacted] @bestbuy.com Sincerely, Tyrus [redacted]

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns again Even if the customer was within the return period, our records indicate she attempted to return a damaged item nearly days after purchaseWhile the customer's Elite Plus status does have a day return window, damaged items are considered final sale or non-returnable merchandiseHad the customer attempted to return a non-damaged, working item, she would have been able to do soUnfortunately, the item was damaged and that is why the return was deniedFor more information on this, please visit our website here: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ We will not be exchanging or refunding the productBest Buy considers this matter fully addressedThank you, Kelsey F

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by the customer when dealing with this Please know that we have processed a $refundThis $plus $in taxes which $is going back to the customers credit card and $to a gift card ending in *** Please let us know if the customer no longer has the gift card so we can send a replacementBest Buy considers this matter resolved however, please forward any additional concerns to our office and we will respond accordingly Thank you

I am rejecting this response because: We receive our bill from Sprint and Suprise our bill after the activation fees are taken off is dollars higherBest Buys employee assured us that the bill would be very close to the same Also we did make a second trip to a Best Buy in Perrysburg Ohio and they too assured us that the bill would be around the same I have no problem with the phone itself only the deceptive practice of the employees

09/25/To whom it may concern, After review, Best Buy has approved the customer for an exchange as a result of the device's condition and repairability This device may be exchanged via delivery or in store at any Best Buy location We now consider this issue fully resolved Nevertheless, please feel free to reach out should any further issues arise

Initial Business Response / [redacted] (1000, 9, 2015/10/31) */ Dear Revdex.com, Christina was offered to a reshipment of the speaker by JD of the Best Buy Social Media Team if she returned the damaged speaker to the Menifee storeJD has not heard from her since this was offered If she would like to take advantage of this offer, please have her return the damaged speaker and follow up with JD via emailWe will then process the reshipmentWe will be unable to provide cash value for this product as it was a free gift for purchasing the refrigerator Thank you, Dan [redacted] Senior Specialist Executive Resolution Team

June 30, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by Miss [redacted] as the delivery by UPS was rejected by her and is in transit to return to our shipping location under UPS tracking # [redacted] Once the shipment is returned and processed the customer will receive a refundNevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Senior Executive Resolution Specialist Best Buy Corporate Campus terrance[redacted] @bestbuy.com Ideation, Context, Maxmizer, Activator, Communication

Dear Revdex.com, Best Buy feels that we have fully addressed Mr [redacted] ’s concerns that were forwarded to your office in our previous response and we maintain our positionThis phone is not currently available for shippingIf there are any promotions valid at the time of purchase, the customer will receive said promotionBest Buy considers the matter closed Regards, Kathryn S