Best Buy Stores, LP - US Headquarters

February 27, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as our store correctly informed the customer of our return policy and that he would be subject to the return fee as stated clearly in our return policy: Cell Phones with a Carrier Contract and Unlocked Phones You can return or exchange cell phones with a carrier contract and unlocked phones within daysLike the carrier stores, we have a charge ($35) for return or exchange of these productsThis return period and charge also applies if you are a My Best Buy Elite or Elite Plus memberTherefore, Best Buy is unable to fulfill Mr [redacted] ’s request for the refund of the fees in questionNevertheless, 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]

Dear Revdex.com, Thank you for bringing Mr [redacted] 's concern to our attentionPlease know that we have reviewed this concern unfortunately we have verified that the orders placed by you do not meet Best Buy’s criteria and restrictions and have an may be cancelled in the future Best Buy may have limit quantities purchased per person, per household or per order on certain productsThese restrictions include orders placed from the same BestBuy.com account or credit card, and sometimes even orders that use the same billing and/or shipping addressBest Buy reserves the right to limit quantities sold, including the right to limit or prohibit sales to dealersThis may result in the cancellation of online orders and also the termination of the My Best Buy rewards accounts Our recommendation is for the customer to shop for items in our store (though some restrictions may still apply in our brick and mortar locations) or you can place future orders for multiple items by visiting Best Buy for Business, who can be contacted at: https://www.bestbuybusiness.com/bbfb/en/US/adirect/bestbuy?cmd=OnlineOrderingPag...⇄ Please review the terms of use for BestBuy.com by visiting this link: http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ You can find our policy on order quantity limits here: http://www.bestbuy.com/site/help-topics/product-availability/pcmcat204400050030....⇄ We hope that this helps youWe're sorry for any difficulty that he may have experienced experienced in placing orders with BestBuy.com Thank you again for making Best Buy aware of this situation Respectfully,Best Buy

Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ Dear Mr [redacted] , Thank you for contacting Best Buy through the office of the Revdex.com concerning the Geek Squad GPS PlanI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about your concern regarding the misunderstanding with the GSP plan that was purchased with your cell phone and I understand the frustration that this situation must cause youWe value feedback such as this, as it helps us make decisions for the future of our company After a complete review of the information it was found that each receipt provided to you at the point of sale for your phone purchases clearly states that the fees in question are made known to you (Excerpt taken from copy of your receipt # [redacted] ) (13) DROPS SPILLS ADH YEAR P For each claim, your Geek Squad Protection (GSP) Service Fee will be $You have purchased a Year planCall 1-800-Geek-Squad ( [redacted] ) to cancel this planSee Terms & Conditions for complete details I am AGREEING to purchase Geek Squad Protection coverageService Fees and claim limits apply For all the Terms and Conditions of the GSP Plan https://www-ssl.bestbuy.com/usw/termsconditions/anonymous Under the circumstances, Best Buy will not make any refund as requested in this complaint Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation Sincerely, Larry S Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason is that the salesperson said that there were no additional chargesYes it is stated at the bottom of the receipt, but the salesperson never mention the geek squad charges of $149.00, which I feel should be relayed to the customers when purchasing insurance from best buyThat is a questionable tactic of omission to sale their insuranceIt is nothing more than an additional charge on the insuranceIf they were righteous they would tell the customers up front and not rely on the customers to discover it at the bottom of the receiptThe majority of customers rely on the honesty of the people they are dealing with, I know I did, to aid them through their purchaseThis is a used car salesman tacticYou know your homeowners and auto deductibles up front, you are not hit with there will be no deductibles and then, oh by the way you did not read the find print you owe us an arm and a leg, before we can handle your claimI was charged $for the SOP and they took months of insurance from meIf I had paid monthly, explain to me how they were going to get the next months of payments from me after they settle my claim, by replacing my phone and cancelling my insuranceThey wouldn't have and I should not have to loose that money either, for trying to save money up frontI am being penalized for paying for the year policy up frontSo I still feel that I am entitled to my months of prorated insurance payments Final Business Response / [redacted] (4000, 11, 2016/01/12) */ To whom it may concern, We fully responded to this complaint and Best Buy stands by it's previous decision Thank you Sincerely, Larry S

April 14, To Whom It May Concern: Our store’s General Manager Thomas [redacted] has reached out to Mr [redacted] multiple times to try to address this matter and has been unable to connect Mr [redacted] is also welcome to visit the Yonkers location and meet with Mr [redacted] if that is a more convenient option Nevertheless, Mr [redacted] is awaiting a reply from Mr [redacted] Please forward any additional concerns to our office and we will respond accordingly Sincerely, Terrance [redacted] SrExecutive Resolution Specialist Best Buy Corporate Campus

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] **’s concern to our attention regarding the online order purchase Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have contacted Mr [redacted] directly by phone, email and are working with them directly in setting up a return call tag or UPS return labels so the items can be sent back to us for refund Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: the delivery of the appliance was only a small part of the issue It was the lack of customer service, name calling and blame shifting by employees that was of more concern This is why I wanted a senior Best Buy representative to contact me No one has attempted to contact me or even say we are sorry for such a bad experience and we value you as a customer The only reason why I filed a Revdex.com complaint was to hopefully catch someone's attention and take action so Best Buy does not lose more customers There are process that are broken and from a consumer perspective I felt it was important to bring to these issues to light At this point it seems like I care more about Best Buy's customers than they do

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Thank you for contacting Best Buy through the office of the Revdex.com about your computersmy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters I am sorry to hear about the difficulty that you've had with your computers 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 Regarding your request for replacement; Best Buy offers a day return and exchange period on our computersUnfortunately, you computers both fall outside of this time period Both computers purchased by you came with a one year manufacturers warrantyAdditional coverage can be purchased in store, but you declined to purchase additional coverage Because no additional coverage was purchased, and because your computers fall outside of the standard manufacturers warranty Best Buy is unable to offer free repair or warranty exchange on either of your computers I'm sorry for any disappointment that this causes Again, I apologize for your experience, as we value your business Thank you again for making Best Buy aware of this situation Kindest regards, Cassie E Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same generic response as beforeIf you sell refurbished computers they must be identified as such and not sold as new as both of these computers wereThat is a deceiving practice and considering I bought what I thought were new computers and ended up having refurbished computers that failed within to months each I think most patrons would feel the same way I do Label you products better, train your sales staff better, communicate with customers better and stand behind the products you sell With all that said, while I DO NOT agree with your response Cassie, I have heard from the Best Buy team personally after emailing the CEO and Best Buy has agreed to assist me better than you have with my complaint I would suggest that Best Buy would take better responsibility for their deceiving practices

May 26, To Whom It May Concern: Best Buy feels that we have fully addressed S [redacted] concerns that were forwarded to your office as we have initiated the service process and the service center has left a message for the customer to schedule an appointment The service center is awaiting contact from the customer to schedule an appointment 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: Customer called Revdex.com and informed Revdex.com the resolution of the program sent to Mrs [redacted] did not work, also it indicated there might have been a virus so she closed it downMrs [redacted] is seeking another resolution to her computer issuesShe is still requesting a refund or replacement

Dear Ms [redacted] - Thank you for your feedback regarding the USB Bluetooth Adapter that you purchased on January 1, We are aware that there is an issue with the functionality of the adapter working with Windows and are sorry that this issue affected you I can see that you have already been issued a credit for the item Please rest assured that our team is working to correct this issue as quickly as possibleRegards, Amy C

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 meI received a phone call the corporate office of Best BuyThe contact person name was AmyWe discussed the situation and she was very concerned and showed that she wanted to find a solution to my problemWhen I encounter a problem I like to try to find a solution to the problem so that it does not occur with any consumersAmy stated that some times the computer system is not updated with the item in the store for salesI explained that I purchase on line a lot and if something that I want to buy it states on the website if the item is out of stock before I enter my credit card number and decide to place the orderImmediately after I placed the order I checked my account and the funds where showing in the pending sectionA few days later after I filed my complaint the charge did fall off of my accountI think it should have never got to the point of verifying if the funds were in my account especially since Best Buy knew that the item was not in stock at the store.We went back and forth with the discussion and I finally told Amy that I think we will have to agree to disagree and end the conversationShe offered me three choicesThe first would be to cancelled the order, which I did not want to do because I would have to start the process of buy the item over againThe next choice was to go into the store and she said she would give me a discount on another item but different brandI really did not want to rush out and take a chance with the item not being in stockShe assured me that it would beThe last choice was a gift card to be sent to me and wait until the item arrived on the date given on the orderAmy gave me her direct phone number and said if I have anymore problems to contact her directlyIf nothing else I would hope that I was able to give Best Buy thoughts of how they run their online businessI hope this is the end this my experience with Best Buy and no one will ever have to experience anything like to

Initial Business Response / [redacted] (1000, 12, 2015/08/06) */ Dear Revdex.com, The No Lemon Policy is part of our Geek Squad Protection plan which was not purchased in this caseThe computer would need to be sent out for service again as that is what HP covers under their warranty Thank you, [redacted] Best Buy Executive Resolution Team

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 meBest Buy has emailed me and told me they would refund me as requestedI am hoping to receive the refund soonThe gentleman, Scott, that contacted me was great.Thanks, ***

Revdex.com,Again Best Buy will not be honoring the customer request for compensation to cover the hard drive and data recovery The manufacture's warranty is only year and does not cover any data loss, and the hard drive is over years old If there is a concern with the functionality of the unit, I would refer the customer to contact the manufacturer directly as they are the maker and warrantor of the productRegards, Nick S

I am rejecting this response because: I have had to initiate all the contact to try and arrange the 10th attempted delivery (which is still not finalized at this time) I will not close this case until I receive a non-damaged refrigerator and all the other items promised by the merchant Thank you

Dear Revdex.com,Thank you for giving us the opportunity to address this concernMs [redacted] purchased a microwave that did not include the trim kitThe customer can purchase the optional trim kit for $(SKU # 9404127)Best Buy will have Geek Squad come out and install the trim kit once it is purchasedInformation on the microwave purchased.Product FeaturesOptional buitrim or hanging kits (not included)Thank you,Gail D

Hello Revdex.com, We are following up on our previous response to [redacted] ’s Revdex.com case As we outlined in our previous response forwarded to your office on 01/27/2017, the $Best Buy gift card was reissued and currently being mailed to Ms [redacted] While we would be unable to accommodate Ms [redacted] ’s compensation or E-Gift Card request, the feedback is very much appreciatedPlease be assured Ms [redacted] ’s concerns have been heard and documented at the corporate office (case # [redacted] ) Best Buy feels that this has been fully addressed appropriately and will not take further action on this issueRespectfully, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this to our attentionThe written terms and conditions of the Best Buy Gift Card, regarding lost or stolen Gift Cards, specifically state, “Ownership and risk of loss of e-gift cards passes to the purchaser as soon as we send our confirmation to the recipientWe are not responsible for lost or stolen e-gift cards.” The Gift Card terms and conditions can be found at the following site: https://bestbuy.cashstar.com/about/terms_and_conditions/ Sincerely, Best Buy

Dear Revdex.com,Our Geek Squad Customer Service team has attempted to reach out to the customer on multiple occasions regarding a resolution for their concern However, they have not responded to our teams phone calls We would recommend the customer to reach out to their case manager regarding their concern as they have offered a resolution to the customerNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy partners with Citi Bank for our credit cardsWe reached out to Citibank and they were not able to pull up any Best Buy affiliated accounts with the information provided by the customer We apologize if the original letter was not received or responded to however Citi Bank governs the credit card accounts and all credit related inquiries should be addressed with Citi Bank We would advise to contact the appropriate teams by calling ###-###-#### Thanks,