Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Best Buy store management team and offered a new inbox TV and complimentary deliveryThe customer opted to take the stand and remote out of a new in box TVHe also opted to retrieve the parts himselfAs a gesture, Best Buy also offered a gift card for the inconvenienceWe would like to apologize for any inconvenience and frustrations causedKind regards, Ash E

Dear Revdex.com,Thank you for giving us the opportunity to address this concernMr [redacted] 's package was delivered to his local post officeThey could not deliver the package, because the name on the package did not match the mail boxThe package is now being sent back to Best BuyWe reached out to Mr [redacted] and offered him a one time customer service gesture and the customer acceptedBest Buy considers this concern closedThank you,Gail D

07/11/To whom it may concern,Best Buy has reviewed this matter and approved a one time exception for return out of policy The customer has been notified that they are welcome to proceed into their local store to complete this return at their convenience Best Buy now consider this matter resolved

Dear Revdex.com,Thank you for bringing this to our attentionI have called Mr [redacted] and apologized for the customer's order concernsDue to the order change, I have offered a $make good check for customer satisfactionCustomer should receive the check within three weeks at his *** [redacted] address.Thank you,Dean [redacted] Executive Resolution Specialist###-###-####

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention Correspondence regarding this case has been brought to our executive resolution team for proper review We are very sorry to hear about the described difficulties experienced in an effort to obtain the appliances the customer ordered Upon reviewing the purchase and associated receipts we have reached out to the customer to offer a resolution Please be assured we are conducting the necessary internal follow up with all involved teams to ensure we are providing the expert service we promise Best Regards, Amanda HBest Buy CoInc

Dear Revdex.com, Thank you for bringing the customer’s order concerns to our attention Contacted the customer's home regarding their order, apologized for their experience and offered a $ [redacted] gift card as an invitation to return Customer should receive his gift card within three weeksSincerely, Dean [redacted] Executive Resolution Specialist###-###-####

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the AT&T carrier promotion of Buy one get one free on the iPhone purchased from our website (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 apologize on behalf of Best Buy if there was any miscommunication or misinformation received between [redacted] and employees with whom they dealtWhile there is no way for the corporate office to determine what was specified or may not have been said by the parties involved regarding the AT&T carrier BOGO promotion, we do appreciate being made aware of this particular experience As Mobile Support Care Rep Garrett informed customer on 12/27/2016, they would have had to order the 2nd phone and within months receive a credit from AT&T on the promotion they offeredWe would be unable to accommodate [redacted] ’s request of a 2nd phone or same credit for the phoneAs a customer service gesture of goodwill, we will be sending [redacted] a $ [redacted] Best Buy gift card from our corporate office they can use towards the purchase of the 2nd iPhone plusThe 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

Revdex.com, Thank you for brining this to our attentionPlease know that the customer's points were issued 12/14/It an take up to days which is states in the terms of useThank you again for allowing us to address these concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 8, 2015/12/03) */ Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters I apologize for the experience that Ms [redacted] had at the storeI have shared this complaint with store management, who reached out to Ms [redacted] and sent the computer in for repair at our Geek Squad City facility Ms [redacted] reports that she did not notice mild damage to the laptop when she picked it up after the new repairWhile I have not seen the laptop first-hand, and repairs may occasionally have mild cosmetic damage from shipping, I asked whether she would like to have the store examine the condition of the laptop, or if she would like to have a $Best Buy gift card as a customer service gestureShe accepts the gift card, which I have just orderedI also provided my direct phone number in case she ever needs my assistance in the future Ms [redacted] , I again apologize for your experienceThank you for the opportunity to assist you Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/14) */ Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy takes pride in proving excellent services although some times things do not go as plannedWe see that there was system issue causing a delay on delivery which the customer was notifiedWe are not able to substantiate that we offered a gift card to the customer nor do we offer compensation for issues such as thisAt this point the appliances have been delivered Best Buy will not take further action and considers this matter closed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) He lies the clear issues with Worst BuyThey made the mistake twice and take no ownership for their errors that left me paying my contractor to sit at my home on 10/then again on 10/when they said they fixed the error and set up the delivery for 10/From this point I see that they don't give a crap about the poor service not do they see any reason to take ownership of the piss poor serviceI am happy that my home will be featured in Dwell magazine and a portion will focus on the appliances we purchased at Worst BuyI will consider them to make amends one last timeIf they choose to ignore their mistakes I will be sure to clearly explain all of this in our interview for the magazine and explain how they missed our delivery date twice and didn't feel it was a priority to own this and leaving me out to dry for missed deliveries is a simple "sorry" is all the missed expectations deservedI appreciate the Revdex.com contacting them but seeing as how the bar is set so low by leadership I am really not surprised by their lack of responseGood day

Dear Revdex.com,Best Buy feels that we have fully addressed MsFrazer's concerns that were forwarded to your office in our previous response and we maintain our position Nevertheless, please forward any additional concerns to our office and we will respond accordingly Thank you

August 2, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ***’s concerns that were forwarded to your office as the transactions in question were processed correctly according to the terms and conditions of the Geek Squad Protection Plan 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 am rejecting this response because: the term consumable is subjective and can sway either way erring on the side of the merchant or the customer And I feel best buy is discriminating against me due to my appearance in this case as i've witnessed several times associates taking back returns from clients without receipts, and they happened to be caucasian

Dear Revdex.com,This customer is being denied access to Best Buy.com for not conforming to the policies of Terms and Conditions of use set forth by Best Buy.comThis customer has abused these terms and we will therefore no longer accept orders on Bestbuy.comThank you for your understanding in this matter Best Buy considers this matter resolvedSincerely,Larry S

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Dear [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about your negative experience with Geek Squad servicesMy 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 companyAs I said during our conversation I will reach out to the appropriate people to see what we can do to assist and expedite the repair of your deviceListed below is my contact information [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] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) BestBuy lies in its response, and I have their own receipts and documents to proof it 1) They clime that they didn't charge any money from meThis is lieThey charge my $34.95, and I have receipt from them 2) They claim they returned computer to me completely fixedThis is also lieOtherwise I'd not open this case 3) They claim "Customer dropped off on Sunday 9/6"This is lieI have document from Geek Squad that confirms that they took my PC on 8/ 4) "Unit was shipped on Tuesday 9/(9/was Labor Day, and Mr [redacted] was in formed of this"This is also lieThey shipped it after I called the store and insisted them to ship it ASAP 5) "we attempted to get this computer fixed as quick as possible"The PC was shipped to their center on 9/I received call on 9/20, in two weeksI don't think two weeks qualified for "as soon as possible" I was told by Geek Squad rep that repair usually takes from one to two weeks I still insists that they fix my PC that they did not fix! It still doesn't show High Color even after it was "completely fixed" by Geek Squad Final Consumer Response / [redacted] (3000, 18, 2015/10/13) */ I brought my PC to Geek Squad asking to fix the problem with color debts Here is how my desktop look like after Geek Squad "fixed it", as Mr [redacted] claimsPlease, check for yourself I have the document called Service Order Claim Check with the date 08/20/and Estimated Completion Date 09/04/I'll upload this document Mr [redacted] , I'm afraid you were severely misinformed by your colleagues, because information in your response is inaccurate It's very unfortunate that BestBuy doesn't show any willingness to resolve the problem and instead misinform Revdex.com [redacted] Final Business Response / [redacted] (4000, 20, 2015/10/13) */ Best Buy stands its positionThe computer was not covered under warranty and there was no extended warranty through Geek SquadBest Buy takes ownership for not having enough boxes to send the unit out quickly but when the GM got involved we attempted to fix the unit as quick as possible and the end result is there was no charge to the customer so there was no need to file a claim with the credit card company

Initial Business Response / [redacted] (***0, 9, 2015/12/21) */ Dear [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with the purchase of your microwaveI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation must have caused youWe value feedback such as this, as it helps us make decisions for the future of our company I am pleased to hear that Best Buy has provided you with the correct microwave I have also requested a $ [redacted] gift card as a gesture of goodwill and invite you shop again with us and hope that your next experience will be a better oneIt will take to weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved Sincerely, Larry S

February 15, To Whom It May Concern: Best Buy feels that we have fully addressed the concerns that were forwarded to your office by [redacted] in the previous response by our Social Connections team to his concerns copied below and our position remains unchanged Nevertheless, please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution SpecialistBest Buy Corporate Campus Enclosure: Correspondence from February 9th, From: Facebook (Best Buy) Sent: Friday, February 09, 11:AMTo: ' [redacted] ' Subject: RE: Exchange Policy not honored/Elite Plus Member ID: [redacted] Hello ***, I have heard back from the store, and they are standing behind their decision to deny your request to deny a return or exchange for this specific case It doesn't sound like the return or exchange is being denied based on the amount of time you have had it, but rather due to the cracked screen Per our Return & Exchange Promise (), "items returned that are damaged" are considered Final Sale and Nonreturnable This decision at the store was made based on the condition of the packaging and Styrofoam of the box, which were protecting the TV and did not show any signs of damage in the area where the screen appears to have been impacted I apologize for any disappointment this information might cause you Best Buy is unable to accept a return or exchange for this item at this time Regards, FeySocial Media SpecialistECC Social Connections & InnovationBest Buy Co., Inc

The customer was provided a one time exception in the form of a Gift Card

Dear Revdex.com,Best Buy stands firm with our previous responseWe are unable to substantiate the customer's claim of what was told to him during the time of saleThe local store has provided a viable work around to his issue.Respectfully,Ash E

Dear Revdex.com,Thank you for sending this for reviewI am currently working with the customer trying to gather as much information as I can so we can provide him a copy of his receiptThe customer has my direct contact information and his case is still open with us case # [redacted] .Thank you,Karla