Best Buy Stores, LP - US Headquarters

Revdex.com:I received a call from the company, and appreciate their sincere attempt to resolve my issue I trust that they will follow up on how the situation occurred, and do their best to avoid it in the future

Dear Revdex.com,Thank you for bringing this matter to our attentionAfter reviewing the customers records, we found that we were unable to locate any calls to our customer service or any orders placed for a gift cardIf the customer could please provide us with an order number, or any additional phone numbers/email addresses that could be associated with teh customer's purchase it would be extremely helpfulBest,Cassie E Exec Res Sr

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Dear Revdex.com, Best Buy has been working in conjunction with Gallagher Bassett to resolve the insurance claim filed with the customerThe adjuster, Adam [redacted] has been in contact with the customer regarding his claimCurrently, the customer must provide a statement and unit model to whirlpool prior to the claim moving forward Best Buy is not able to provide detailed information regarding the customer's claim, nor are we able to approve/decline payment or make any adjustments to or decisions regarding claims filed through Gallagher Bassettin order to best resolve the situation I would advise the customer to continue working with Gallagher Bassett directly Thank you for your time, and please do not hesitate to forward any additional; questions or concerns and we will respond accordingly Best regards, Cassie E

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters As Ms [redacted] mentions in the complaint, the promotion was to receive a $Best Buy gift card with the purchase of a qualifying [redacted] phoneI apologize for any misunderstanding or misinformation regarding the promotion, but as the promotion was in partnership with [redacted] and as the promotion specified the purchase of a [redacted] phone, it stands to reason that returning or exchanging the product for a non-qualifying product would void the promotionNo promotional gift card is owed under this circumstance Ms***, I apologize for your disappointment, as we value your business Thank you for making Best Buy aware of this concern Sincerely, Brian P [redacted] Executive Resolution Specialist Best Buy Brian.***@BestBuy.com (612) [redacted]

I am rejecting this response because: I paid best buy they should fix the issue

Dear Revdex.com:Best Buy feels that we have fully addressed the customer's order refund concerns that were forwarded to your office and we maintain our positionMr***'s 50" TV refund on order # BBY01- [redacted] has been completedThe $(+ tax) TV order received a $refund allowance and a $cancellation refund on 2/22/17.Sincerely, Dean [redacted] Executive Resolution Specialist ###-###-####

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns to our attentionWe apologize for any inconvenience this may have caused Because of the time passed from the time of purchase to when the customer brought the television to our attention, we unfortunately do not have a way to substantiate the television was damaged prior to the customer bringing it home from the storeWhen reviewing the customer's case, we have found that the store has offered to sell the customer a similar model at a discounted price as resolutionWe are more than happy to work with her on a discounted product, but we will not be providing a direct exchange or refund At this time, Best Buy considers this matter fully addressed Sincerely,Kelsey F

Initial Business Response / [redacted] (1000, 6, 2016/03/08) */ Dear Revdex.com, Thank you for contacting us regarding this matterBest Buy has researched the issue presented by the customerAfter the store had the full picture of the issue, the customer was offered a resolution, which she acceptedWe connected with the customer from the corporate office as well to ensure the resolution was satisfactoryWe received communication it wasBest Buy considers the matter closed Thank you, Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) David [redacted] handled the situation in an acceptable manner, and I am satisfied with their response Thank you, [redacted]

Revdex.com, Thank you for bringing this to our attentionPlease know that we apologize if the contract was missing from the customer's emailThis is not a known issue; all of our customers have been receiving their contract attachments as normalWhile I cannot say why this happened to Miss [redacted] , I would have been happy to assist with a copy of these as promised; however the customer has returned her phones at this time Thank you for allowing us to address these concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 9, 2015/12/30) */ Dear Revdex.com, Thank you for bringing the customer's computer exchange concerns to our attentionI am sorry to hear the customer is experiencing problems his [redacted] desktop computerUnfortunately, this computer purchase is out of our 15-day return and exchange period and the customer does not have an extended service plan on the unitWe would not be able to accommodate his computer exchange request; the customer would need to work with [redacted] for assistance under the manufacturer warranty Sincerely, Dean [redacted] Executive Resolution Specialist (612) [redacted]

I am rejecting this response because: the matter is not considered resolved until this matter is fully handled through remediation and reinstall

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the Apple adapter return and refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations We have credited Mr***’s online order for $and do not require the item to be returned at this timeMr [redacted] was made aware of this via email confirmation on the credit and a letter sent to the address they provided in the complaint Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Thank you for contacting Best Buy through the office of the Revdex.com about your recent orderMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about your order 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.According to our records, you placed an order for an in home service, and were offered a scheduling date of 07/29, which you declinedAt this point you asked for a refund, and your case was dispatched to a queue to be refundedYour refund has been processed, as of 08/01/2016, though this can sometimes take 5-business days to go through,Again, I apologize for your experience, as we value your business.Thank you again for making Best Buy aware of this situation.Sincerely, Cassie EExec Res Sr

I am rejecting this response because: Hi Ash,If you read through what I have written, then you can see that I was aware that an interception is not guaranteedThe problem lies with the fact that after talking to Best Buy customer service on different occasions, I was promised that the package delivery address was in fact changed to the new addressThese were the words from your representatives, not mineAdditionally, my much larger issue lies with your customer service representative that I last had a conversation withThey hung up the phone in my faceThis is not what anyone would consider to be good customer serviceBeing a loyal customer for over [redacted] years with continuous high level status in the rewards program, I have never had an issue such as thisCustomer service is the key to retaining customers and this is unacceptableThank you

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the refurbished Apple watched purchased from our online store to our attention Best Buy deeply apologizes for the late response and any frustration this situation may have caused Refurbished Apple products sold online we do not print the serial # on the receipts/invoices as the items are refurbished and listed as such on the website and the receipt/invoice Regarding the Apple watch Mr [redacted] received from our Harrisonburg store (#***) on 12/17/can be returned if the item does not meet their expectationsThe return date for Elite Plus members has been extended until 02/14/ At this time, we no longer have refurbished Apple watches available for purchaseHowever, our website has available new in the box Apple watches available to purchase and can be found at the following hyperlink: http://www.bestbuy.com/site/searchpage.jsp?st=apple+2+watches&_dyncharset=UTF-8&...⇄ As a customer service gesture and a better Best Buy experience, we will be sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately 7-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by the customer when reaching out to our Geek Squad teams to inquire about her tablet informationPlease know that Best Buy does not have records of the IMEI or serial number of the [redacted] tablet purchased by the customerThis information is only found on the product itself and unfortunately we are not able to providePlease forward any additional concerns to our office and we will respond accordinglyThank you

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 that this may have caused you I is my understanding that an offer has been made to you by the Cory Co.’s insurer and that you are now in negotiations with them I am very sorry that this has taken so long to get to this point, but am pleased that you are now moving forward to a settlement Thank you for your patience and again, I apologize for your experience, as we do value your business Best Buy considers this matter resolved Sincerely, Larry S

November 10, To Whom It May Concern: Best Buy apologizes for the experience described by [redacted] in his correspondence to your officeIn an effort to resolve this matter I have issued a refund for the order in question BBY01- [redacted] The credit will be processed to the original form of payment and should appear on the account in the next two to three 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

October 19, 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 properly refunded to the customer’s account with transaction codes [redacted] and [redacted] (these numbers can be supplied to her bank for reference) 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

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Dear Revdex.com, Thank you for bringing this matter to our attentionThe customer leased a phone at a Best buy location on April 15, While the transaction took place at a Best Buy location, the customer entered into a lease agreement with Sprint Solutions, Incfor an iPhone Gold 16GB SGLThe final payment on the lease is set for April 18, In the lease agreement, the terms and conditions were clearly listedThere is no indication in the agreement that the customer would be able to upgrade the phone at any point during the leaseAdditionally, in April there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease periodBest Buy will not be able to accommodate the request for the upgrade of the phoneAny resolution on terminating the lease will have to be arranged with Sprint Solutions, Inc Thank you, Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/01) */ Just because Best Buy was acting as a marketing agent should not exempt them from being held accountable for deceitful sales practices and inadequate knowledgeThis should be reopenedNot only was I told I could upgrade upon purchase, when I came in to get the upgrade I was charged a $gift card in order to complete my upgrade which is proof that they gave it to meAs it turns out the terms of the lease are that I can upgrade once my lease is paid off, but Best Buy sales reps and customer service agents are not equip with the necessary knowledge to service a customer as part of their lease commitmentI can file a complaint against Sprint, but Best Buy's horrible sales and customer service practices need to be addressed Final Business Response / [redacted] (4000, 12, 2015/12/02) */ Dear Revdex.com, The customer leased a phone at a Best buy location on April 15, While the transaction took place at a Best Buy location, we must emphasize that the customer entered into the lease agreement with Sprint Solutions, Incfor an iPhone Gold 16GB SGLThe final payment on the lease is set for April 18, In the lease agreement, the terms and conditions were clearly listed, and there is no indication in the agreement that the customer would be able to upgrade the phone at any point during the leaseAdditionally, in April there was not a program in place where Best Buy offered customers the opportunity to upgrade the phone during the lease periodAny resolution on terminating the lease will have to be arranged with Sprint Solutions, IncThe customer has worked with the Best Buy location where he entered into the lease and has been offered multiple exceptions, including upgrade eligibility and lease payoff optionsAll of these options to date have been refusedBest Buy will be unable to grant the resolution the customer is seeking Thank you,