Best Buy Stores, LP - US Headquarters

Revdex.com, Thank you for allowing us to address your concernsPlease know that I was unable to locate an iPhone purchase for the customer with the information provided from October of I do show an I phone (not 6s) purchase from Regardless of this, if the customer purchased Apple Care, please know that the warranty is the sole responsibility of AppleBest Buy does not facilitate anything aside from Apple's product and plan; all further business and service is conducted through Apple Please know that the customer would need to connect with Apple if they sent the customer the wrong phoneThank you Regards, Sarah L

Dear Mr [redacted] - Per our previous communication in December, you were aware that you had not been charged for your full purchase because your credit card failed to authorize the amount requested As you we discussed, Best Buy is unable to charge you for the remainder of your order as you already have the product You will need to send a check or pay via credit card through [redacted] [redacted] is a "soft" collections agency - they do NOT report to credit bureaus We are not able to offer any alternative payment method Best Buy will not continue to communicate regarding this matter.Regards, Amy C

Initial Business Response / [redacted] (1000, 6, 2015/11/27) */ Dear Revdex.com, Thank you for bringing this matter to our attentionWe apologize for the delay in receiving the Electronic Gift Card due to an incorrect email address The email address has been fully corrected and there should be no further delays in service We have confirmed that the E-Gift Card for the full amount has been resent to the correct email address and the customer will have immediate access to the funds either online or in the storeWe have confirmed that the email was received and viewed by the customer We now consider this case resolved Thank you, Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to local, regional, and national customer service, as well as Best Buy Corporate, all of which I spoke to multiple times, the E-Gift Card would not be possibly sent for 10-business days, delayed not by incorrect email but by required bureaucracy, and the email was most definitely entered in the system correctly If the E-Gift Card was "resent to the correct email address" as the business claims then my email was again misentered in the system despite assurance it was resolved, and I was again inconvenienced by the business due to negligence, having to wait for them to "resend to the correct email address" I have received a gift card, and I have used it to purchase a new device as needed, but I am still extremely displeased by the continued unprofessionalism and dishonesty of this business

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Mr [redacted] regarding the recent online orderUpon reviewing, we have verified that the customer did not receive his product on day of release like would expect would happenBest Buy makes every effort to make preorders available on day of release but unfortunately this may delay due to the high demand for the productPlease know that with a preorder we do guarantee a product but unfortunately we are not able guarantee the availability of the product on release dateThe good news is that Mr [redacted] received his item the following day as the item was shipped and delivered on 11/30/Best Buy considers this matter resolved nevertheless, please forward any other concerns and our office will address accordingly Thank you

March 14, To Whom It May Concern: Best Buy feels that we have fully addressed concerns that were forwarded to your office by Ms [redacted] as we have previously informed the customer that the order in question was cancelled due to it not clearing the order verification process Therefore, we will be unable to fulfill her request to offer the product in question for the price she is referring to in her complaint 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]

Dear [redacted] ***, 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 have experienced dealing with the TV that was picked up by the delivery team and not properly credited back to youI am pleased to inform you that a full refund has been issued to your original form of payment for order # BBY01- [redacted] on May 10, under order # [redacted] It may take to business day for the refund to post to your accountThank you for your patience and again, I apologize for your experience, as we do value your businessThis is Best Buy’s final position and considers this matter resolvedSincerely, Larry S [redacted]

I am rejecting this response because: please see the details of the item when I made the purchaseI took a screen cap to show it to my girlfriend when I bought it.It clearly shows that the Pokemon Sun & Moon GAMES and codes that will unlock Pokeballs each in the description.Therefore I'm expecting my games to be shipped to me ASAP

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case been addressed to our Executive Resolution team for proper review.At this time, I am currently working with our customer in creating a resolution outside of this communicationBest regards, Shane M.Executive Resolution SpecialistBest Buy CoINC

July 22, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as the customer was informed by our staff that the product was outside of the return/exchange period 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

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst or allwe are very sorry to hear of the setbacks endured by the customer when dealing with this Upon reviewing we have verified that indeed the refund went back to the gift card originally used in the orderSince the customer no longer has the gift card, we have requested a replacement sent to the address provided in this complaintThe gift card should arrive in about business days Thank you

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attention to our attentionWe apologize for any inconvenience this may have caused the customerOur records indicate the product will be exchanged today, April 11, for a new oneOur appliance customer care team will be overseeing the delivery to ensure the matter is resolved for the customers At this time, Best Buy feels this matter has been fully addressed Sincerely, Kelsey F.Executive Resolution Specialist Best Buy Co., Inc

Dear BBB,Thank you for sending this for review. I have called the customer and am waiting to get a call back with the preferred address so I can mail the $500 gift card. The customer has my contact information.Thanks,Karla

I am rejecting this response because: The reimbursement offer from Best Buy does not cover the actual cost of replacing the "ice room" as the [redacted] technician referred to it I've already paid $just to have someone come out and assess the problem The following day, I received a call from the technician in which he said it would cost over $to replace it If Best Buy's "Geek Squad" can replace it, at company (Best Buy or Geek Squad) expense, and soon, AND reimburse me the $99, then I will be willing to settle THIS complaint, and hope the washer/dryer doesn't break before my warranty was scheduled to end Otherwise, I will expect Best Buy to cover the repair Thank you [redacted] ( [redacted] ***)

Initial Business Response / [redacted] (1000, 10, 2015/08/05) */ 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 The customer's local store had been working with their AT&T representative for a resolutionThe AT&T rep noted it appears the customer cancelled the lines of service through the carrierAT&T is checking into what was done, and we will provide another update once we have more information Regards, Kathryn S Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because of Best Buy's deception, I had no choice but to switch to Sprint...another carrierThis switch is not something I wanted, but my hand was forced because of Best BuyThe "switch" cost me untold hours on the phone and at the store, as well as $to facilitate the switchNow I am out the money, out all of the time that I invested, and I am stuck with an inferior service carrierI would at least like to be reimbursed the $that I had to pay to Sprint, and I would still like a formal "personal" apology Final Business Response / [redacted] (4000, 15, 2015/08/17) */ Dear Revdex.com, I have been advised that AT&T agreed to refund all charges and waive any cancellations fees provided the phones were returnedThe customer decided to open service with Sprint, and the store offered cases and screen protectors for the new phonesSince AT&T refunded all charges and waived cancellation fees, the customer had a clean slate to obtain service, and Best Buy will not be reimbursing any monies the customer paid to a new carrier Regards, Kathryn S

Dear Revdex.com,Thank you for bringing Mr [redacted] 's concern to our attentionPlease advise the customer we have attempted to reach him by phone and emailThank you,Best Buy

Revdex.com, Thank you for the additional informationWe can understand the customer's frustrationThe store manager is personally assisting the customer, and will be there to support her going forwardWe have also documented her concerns on our end for visibility and internal reviewThank you again for allowing us the opportunity to address our customer's concerns Regards, Sarah L

Dear Revdex.com,Best Buy has been notified by Version that the a refund in the full amount has been credited to the customers account on 2/10/2016.Best Buy considers this matter resolvedThank youLarry S

Dear Revdex.com, Thank you for giving us the opportunity to respond to this concernMs [redacted] 's washing machine has been deliveredBest Buy feels they have fully addressed this concernThank you Gail D

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the Geek Squad Protection (GSP) plan reinstatement request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe contacted our GSP support team about Ms***’s request and will reinstate the GSP plans after they connect with her and receive updated credit card payment information to continue the monthly billing I reached out to Ms [redacted] and informed her of the above resolution and provided my contact information for any concerns or questions during this process 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 allowing us the opportunity to address this customers concernBest Buy has been in contact with the customer and have reached an agreement to close the case.Thank you Gail D