Best Buy Stores, LP - US Headquarters

May 10, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as an exchange has since been processed by our store staff 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 [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/12/31) */ Dear Revdex.com, Thank you for bringing this matter to our attention to be addressedWe apologize for any inconvenience this may have caused however we cannot reimburse for fees charged by the financial institutionWe have verified that the customer confirmed the placement of two ordersBoth order have been cancelled however due to the situation we have created a gift card to be sent to the client for $ [redacted] as a customer service gesture to help mitigate difference in cost of the pricing of that product Thanks, Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for doing what you can to make things rightI have been a loyal customer of yours for many years and this situation was really frustrating because nobody wanted to take responsibility for a mistake and took offense to it when the blame was pointed at meThank you for making the right decision and apologize that it had to come to this but thank you both (the Revdex.com and Best Buy)

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 meThank you, Larry - you were very helpful.- [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/06/30) */ Dear ***, Thank you for contacting Best Buy through the office of the Revdex.com about your cell phoneI am Andrew [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 company Unfortunately we wouldn't be able to replace your phone or exchange itIf you go here Page 3, section B you will see : http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek%20S...⇄ That clause states: ADH Coverage provides repair to, or replacement of, your Covered Product for damage (e.g., a cracked screen) from accidental drops and spills that arose during daily usage of the Covered Product as the manufacturer intendedADH Coverage does not apply to the following: cosmetic damage (e.g., scratches, tears, dents and broken casing) that does not otherwise affect or impede its functionality or materially impair its use; damage resulting from falling from elevated heights (e.g., decks, balconies, windows); damage from being run over by or falling from moving vehicles; damage from liquid immersion/submersion; secondary damage from use other than as the manufacturer intendedWe reserve the right to determine the cause of damage to the Covered Product and the applicability of ADH Coverage, based upon the condition of the Covered Product at the time of the claim Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation Sincerely, Andrew [redacted] Initial Consumer Rebuttal / [redacted] (3000, 19, 2015/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told when I purchased the phone, everything was covered except dropping in waterI specifically asked about dropping or damage caused by other means and I was told everything else was covered

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 As specified in the email the customer received from our Customer Care team, the price the customer was requesting was a special promotion for Amazon Prime customersOne criteria for our Price Match Guarantee is that the price must be available to all customersSince Amazon Prime is a paid membership, any prices for Prime only customers would not be eligible for a price matchRegarding the WWE video, the customer did not include a link to the product or the retailer that is selling the product at a cheaper priceTherefore, we are unable to grant the customer’s request due to lack of informationHowever, in an effort to resolve the issue, we will be sending a $Best Buy gift card as a one-time exception to the address provided to the Revdex.comPlease allow 10-business days for it to arrive Regards, Kathryn S

Dear Revdex.com, Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office in our previous response and we maintain our positionTo better serve the Customer, we have reached out directly to the CustomerWe explained in detail as to why, in accordance to the Terms and Conditions within our Policies, we would not be able to accept a Return and/or Exchange of the product Please forward any additional questions or concerns to our office and we will respond accordinglyWarmest Regards, Best Buy

Initial Business Response / [redacted] (1000, 9, 2015/09/02) */ Dear Revdex.com, It is difficult for Best Buy to determine when and where the damage occurred After reviewing this case, the customer did not reach out to us to report any packaging issues/damages with in a timely manner Best Buy does not accept the return of damaged merchandise and products that are outside of the return & exchange period We apologize if this issue caused any frustrations and disappoints Kind regards, Best Buy Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe they provided me at the time of the ONLINE purchase what the return and exchange period isThe product was a gift and it was delivered as it came from the drop shipped Best Buy site I can't understand why they won't fix or provide a replacement? This is America Is Best Buy stating for the record there is no warranty for online purchases? Not acceptable Final Business Response / [redacted] (4000, 13, 2015/09/09) */ Dear Revdex.com, Best Buy's return and exchange policy is public information that can be found on our website and in our stores The product is under a year limited manufacturer warranty Best Buy stands firm with our previous response Kind regards, Best Buy

Dear Mr [redacted] - Based on our review of the concerns that you have raised, we have made a one-time exception to our policy and have refunded the $you paid for Gamers Club Unlocked You should see this refund reflected on your MasterCard history within the next 24-hours.Thank you,Amy C

Dear Revdex.com,Thank you for sending this for reviewI have called the customer twice and have not been able to get ahold of himIf he could please call me directly at the phone number left in his voicemail I would be more than happy to assist him on his complaint.Thank you,Karla [redacted]

Revdex.com, Thank you for bringing this to our attention We have partnered with best Buy Direct to get the return processed, and are going to expedite return labels for the last units that have been received by the customerRegards, Nick S

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.Thanks for your help Revdex.com!***

Dear Revdex.com - We have reviewed our records and found that Mr [redacted] did cancel his membership, however, the refund that was due to him was not processedI have reached out to the team that manages our extended service plans and they are issuing a full refund to the customer's AMEX Additionally, I have issued a $ [redacted] gift card to be mailed to Mr [redacted] I also left a voice message for the customer detailing this same informationI left my contact information if he has additional questions or concerns or if he would like to discuss this matter with meWe appreciate the customer bringing this to our attention and apologize for the inconvenience it has caused Regards, Amy

Revdex.com, Thank you for bringing this to our attention, Please know that the customer's initial issue was that she paid for expedited shipping, and the unit never arrivedShe then called us, and we reshipped the item, and offered a credit for the shipping as a courtesyThe shipping cost was $I looked at the order and it shows that we processed the refund on the shipping; however, it appears to have bounced backI am unsure why this would have happened As a onetime gesture I issued a full refund to the customer in the amount of $for the product and the shipping costsThe $gift card was also reissued to her on 1/15/The gift card will arrive in the next 1-weeks Thank you again for allowing us to address these concerns Regards, Sarah L

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 meNick called from Best Buy Corporate office and resolved this issue in a courteous, professional and mutually agreeable mannerThank you for being there to facilitate this resolution,Respectfully, [redacted] ***

Thank you for sending this over for reviewI see that this has already been resolved under case number [redacted] and has also been provided a $ [redacted] gift card.Best regards,Karla [redacted]

Bear Revdex.com, Thank you for bringing Mr***'s complaint to our attentionUnder our Conditions of Use listed on www.BestBuy.com, please see Information on Our Site which states “We try to be as accurate as possibleHowever, we do not warrant that product descriptions or other Best Buy Property content is accurate, complete, reliable, current, or error-free.” By using our website the customer agrees to these termsWhen high demand items are discounted, like the one in question, they can sell out very fastThis was brought up to Mrs [redacted] when she called the executives officesThere are times the demand is so high and the orders are placed so fast our system is unable to catch up and is delayedWe do understand this can be unfavorable for customers and we appreciate when the issues are brought to our attention, as Mrs [redacted] hadThis gave us a chance to correct the issue Again, we apologize for this and any inconveniences this may causeThank you, Best Buy

I am rejecting this response because: We were NEVER told this was a special order This was ordered in July and still not received Even a special order would not take that long When we were offered another option we asked if we could talk it over and now we cannot get a hold of anyone about it By the way, we still do NOT have the range that we are paying for and it has been OVER three months

Dear Revdex.com, Thank you for bringing this matter to our attention We gave the store where the purchase was made visibility to the concern After reviewing the details presented, the store contacted the customer and offered a resolution which has been accepted by the customer Best Buy apologizes for the difficulties the customer experienced and considers the matter closedThank you, David M

Dear Revdex.com, I have partnered with the Geek Squad and we are going to evaluate the washer and dryer for herOnce we determine the issue, we will make sure she has a working washer and dryer as soon as possibleI spoke to Ms [redacted] and she agreed to having the Geek Squad go to her home Thank you,Dan S

I am rejecting this response because: Thank you for forwarding Best Buys response Unfortunately I do not find receiving a gift card for purchases at their stores acceptableTheir on-line advertisement clearly advertises a carrying case is included as part of the purchase The following is a link to their current advertisement on their website which shows at the bottom left hand potion of the add that a carrying case is included; here is the link http://www.bestbuy.com/site/omron-10-series-connected-advanced-accuracy-upper-ar...⇄ It still advertises it as such even today! I have also attached a copy of their advertisement Best Buy apparently did not even have the common sense to check out their add even after receiving my complaint In summary I feel that they still owe me a carrying case Sincerely, [redacted]