Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for bringing this to our attentionPlease know that I personally connected with the customer, and was able to remove The Retail Equation warningThe customer is now free to return or exchange the unit within policyThank you again for allowing us to address the customer's concern Regards, Sarah L

Dear [redacted] ,Thank you for taking the time to voice your concerns and allowing us the opportunity to investigate and respond accordinglyIndeed, we value this sort of contact as it provides us with important feedback to make decisions regarding our future directionI understand your position on this matter and want to assure you that your information has been documented appropriatelyPlease refer to BestBuy.com for the My Best Buy Terms Again, thank you for taking your time to provide your feedback, it is greatly appreciatedhttps://www.bestbuy.com/site/clp/my-best-buy-program-rules/pcmcat3111...⇄ you,Best Buy

May 6, To Whom It May Concern: Best Buy apologizes for the concerns that were forwarded to your office by [redacted] and that we were not able to fulfill their purchase of the open box product in question We are unable to fulfill her request for the same product at the same price as the unit was open box and one of a kind We apologize that Ms [redacted] submitted the credit application prior to realizing the purchase would not meet her expectations In recognition of her disappointment I have requested a $ [redacted] Best Buy gift card in her name The gift card will be processed and mailed in the next to business days 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]

April 6, To Whom It May Concern: Best Buy has retained the services of a third party administrator for Best Buy’s general liability policy, Sedgwick, to address any customer-related damage claims They have reviewed the claim, and have made a decision based on the validity of the claim and the information provided We are sorry if the customer is dissatisfied with the resolution they have provided; however, we must adhere to their decision and cannot mediate this matter The customer can direct all further questions or concerns to the assigned claims representativeSincerely, [redacted] Westerman Senior Executive Resolution Specialist Best Buy Corporate Campus

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I apologize for the inconvenience and frustration you experienced with the Geek Squad concerning the misunderstanding about the warranty I am pleased to hear that the Best Buy store where you originally purchased the laptop, reached out to you on Saturday April, and provided you with a store credit for the purchase price of the computer with the understanding that this is a onetime exceptionThank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolvedSincerely, Larry S

I am rejecting this response because: I am waiting to see if the check comes as promisedUntil I see the check I have no recourse because no one at Sedgwick returns phone messages or emails until a formal complaint is madeOnce I receive the check I will gladly provide an updateThanks

Dear Revdex.com (Revdex.com): Thank you again for bringing [redacted] ***’s concern regarding the $ [redacted] Best Buy gift card request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations when the gift card was not receivedThe gift card was sent to the incorrect address and returned to our corporate office We have requested a new $ [redacted] Best Buy gift card and should be received in to business daysThe address the gift card will be sent to the following address: [redacted] ***MIRAMAR, FL Based on the zip code for Hollywood (33025), our system auto selects Miramar as per the USPSThank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution TeamBest Buy Corporate Campus

Dear Revdex.com, Thank you for your continued partnership regarding this matter After further research again with TRE the company we utilize for monitoring returns The customer has reached the allowed returns and we will not be able to make an exception This is our final stance on the matterWe do apologize that we are not able to assist concerning this complaint Best Regards, Amanda H

I wanted to provide a response for this case, if possibleI am sincerely sorry for the delayOur process for home delivery issues has recently changed, and we are reliant on information from a separate team I received information from our appliances escalations team today, and they informed me that they are working with the customer to arrange pick up of her appliances The pick up has not been completed yet, but steps have been made to facilitate this requestThe appliances escalation team will keep me in the loop regarding progress

Dear Revdex.com, Thank you for bringing this matter to our attentionOur records indicate that Ms [redacted] purchased a [redacted] laptop 02/10/but she returned on 03/15/At the time of the return, the purchase was outside of the return and exchange window which is days for regular customersIn situations such as this our store employees from time to time make exceptions but the refund would be as a store creditBest Buy has already addressed this when we made the exception on 03/15/and will not take further action Below is a link to the return policy found in our website which is also found posted throughout our stores and the purchase receipthttp://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608...⇄ you

Dear Revdex.com, Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationNevertheless, please forward any new information and we will respond accordingly Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because: Best Buy has shifted responsibility to Umpqua Bank After lengthy discussion with Umpqua, I learned they have had several calls concerning the unrecognized name for Best Buy on bank statements Furthermore, the bank uses the electronic information provided by Best Buy They do not alter any of that information Best Buy has submitted erroneous detail on their debit charges involving an unrecognizable entity on the bank statement and claim to know nothing about it

Dear Mr [redacted] - We have reviewed your concerns and unfortunately, we are unable to offer an exchange or replacement of your MacBook Air Our decision to no longer offer Geek Squad Protection Plans on Apple products was made in conjunction with Apple and we are unable to make any exceptions regarding extending a current Geek Squad plan We are willing to make a one-time exception and offer you a full refund of the price you paid for the Geek Squad Protection Plan We will be sending you a check in the amount of $which represents a full refund of the GSP price you paid on April 27, You can expect to receive the check within the next 7-business days.Thank you for bringing this matter to our attention Regards, Amy C

Dear Revdex.comOur records indicate Customer was given a price match of $on 9/29/ The customer thenreturned the product for a full refund on 10/02/ Trans # [redacted] 10/02/2016.No further action will taken, Best Buy considers this matter closed

Dear Revdex.com, Thank you for reaching out to my team regarding the concern brought forth by [redacted] My name is Shane with the Executive Resolution Team here at Best Buy and this event has been corresponded to myself for further reviewUpon reviewing the order, unfortunately we would not be able to offer a discount to any other itemsDue to the nature of the holidays, stock of products cannot be guaranteed during these timesWhile an order may be confirmed as placed, Best Buy does not guarantee that the order may be fulfilled, as stock of product may become unavailableThe conditions of use of Bestbuy.com state: “Information on Our Site 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-freePrices and promotions are subject to change, and may vary from those offered in our storesWe cannot confirm the availability or price of an item until you place your orderDespite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispricedFor any of these reasons, we may cancel your order or we may contact you for instructions on the orderOrder Confirmation Our order confirmation to you does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sellAt any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reasonWe may impose these limits on a per-person, per-household, per-order, or any other basisIf we reject, limit, or otherwise modify your order, we will attempt to notify you using the e-mail address you provide to usIf we cancel an order or part of an order that we've already charged you for, we'll refund you the full amount of the canceled portion of the order.” We sincerely apologize for any inconvenience this may causeWhile Best Buy considers this case closed, please feel free to reach out with any further concerns you may have Sincerely, Shane [redacted] Executive Resolution Specialist Best Buy Corporate

Dear Revdex.com,Thank you for bringing [redacted] concern to our attentionWe have spoken to Mr [redacted] and confirmed he has been assisted at the store level and received a new SD cardThe customer informed us he is satisfied with this resolutionBest Buy feels that we have fully addressed Mr [redacted] concernsBest Buy has provided our final stance and that stance remains the sameNevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you,Best Buy

Dear Revdex.com, Thank you for bringing Mr [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused for the customerOur Geek Squad Protection plans are designed to get the customer a working phone as quickly as we are able toPart of the process of receiving a working phone is paying a deductible in order to receive serviceThis process and all of the fees involved can be found online at GeekSquad.com: http://www.bestbuy.com/site/geek-squad-protection/cell-phone-protection-plans/pc...⇄ Buy also informs our customers of the service fee at the time of purchase, and we even include that service fee on the receiptWe have looked at Mr [redacted] ’s purchase receipt and verified we informed him of this charge during the time of the salePlease note the plans are designed to give our customers the best option for receiving a working product, while maintaining services that are conducive with industry standardsAt this time, Best Buy will not be waiving this fee for the customer and consider this matter closedSincerely, Kelsey F

Dear Revdex.com, According to our records this order has been cancelled, and the customer has accepted a $ [redacted] Best Buy store credit as resolution to her issueAs such, best Buy considers this matter resolvedThank you for making best Buy aware of this issuePlease let us know if you have any questionsBest,Cassie EExec Res Sr

Initial Business Response / [redacted] (1000, 12, 2015/09/09) */ Dear Revdex.com, The Debt Protection program is a security feature offered on the Best Buy credit card This feature is selected by our customer during the enrollment process for a Best Buy credit card The customer can work with Best Buy's credit card company, Citibank to request a refund on the services Best Buy apologizes for any inconvenience caused Thank you, Best Buy

Dear Mr [redacted] - Orders placed through BestBuy.com are not considered completed until we have sent you a confirmation of the order and collected payment for it Best Buy is under no obligation to match any previous prices to a customer if an order placed online fails to be completed and shippedHowever, as a one time gesture, we have applied a $ [redacted] Best Buy certificate to your My Best Buy account as a token of our appreciation for your patronage We appreciate you bringing this matter to our attention At this time Best Buy considers this matter closedRegards, Amy C