Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing this matter to our attention We recognize this has been a challenging situation for the customer We apologize for the issues the customer has experienced with our various attempts to provide a customer satisfaction gesture We have verified that two gift cards were in fact sent to incorrect addresses A third gift card has been ordered and is being sent to the address tied to this complaint In addition, an e-gift card will be emailed to the customer The physical gift card and e-gift card will meet the requested resolution the customer seeks Best Buy considers the matter fully addressed.Thank you,David M

Dear Revdex.com,Thank you for bringing this matter to our attention.Best Buy offers a day return and exchange period on all of our productsThis information was provided to the customer at the time of her initial sale on her receipt, as well as being posted ta each register and available onlineIn an effort to remain fair and equal to all of our customers, we are unable to make exceptions to this rule.We have advised that the customer work with the manufacturer of this product for support outside of the return and exchange periodThank you again for making us aware of this concern, and please let us know if you have any questions.Kindest regards,Cassie EExec Res Sr

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy is not offering price matches for the unactivated iphone X, we have provided this response as well as our apologies to the consumerPlease reach out to us with any further questionsBest Buy considers this matter concludedThank you,Alex S

Thank you for sending this over for reviewI have looked at the order and see that the customer was refunded for the whole orderThe PayPal transaction ID # for the refund is [redacted] The customer was refunded a total of $as there was a fee of $that does not get refunded.Thanks,Karla [redacted]

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 with rewards point promotions when purchasing mobile phones After reviewing the customers online orders, associated receipts, previous cases, and reward points account we have confirmed that the customer has already had previous agents adjust the missing points that align with the promotion at that time We sincerely apologize about the experience this has brought but Best Buy is unable to offer further support on this matterBest Regards, Amanda H

Thank you for sending this over for reviewI have contacted the customer per his request and left a voicemail with my contact informationI do not have enough information to assist therefore I will keep his case open until I get a call back to help him with his issue.Thank you,Karla [redacted]

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 delivery was delayed due to inclement weather in the area on the day of deliveryOne of our field managers requested for a $Best Buy e-gift card be sent to the email address on the order number that was provided to the Revdex.comThe email address is [redacted] and the email was sent on 2/2/The customer should check their spam folder if the email is not in the regular inboxThe email will be from the sender Cash Star, and not Best BuyIf the customer does not have the email, we can request that it be resent Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, Once Again wet hank you for bringing Mr [redacted] 's concern to our attentionAs indicated in the previous response we found there is currently an open case with our insurance provider and Mr [redacted] This is an insurance issue and Best Buy is unable to address this with the customers, as they are currently working with the correct individuals to resolve this matter, SedgwickWe do see they are currently in the process of having an appraisal of damageWe direct Mr [redacted] to continue to work with Sedgwick on this matterBest Buy feels that we have fully addressed Mr [redacted] 's concernsBest Buy has provided our final stance and that stance remains the sameThank you,Best Buy

Revdex.com, Thank you for bringing this to our attentionPlease know that the customer's computer purchased in October of was sent for service, and we show that the services were completed successfullyHowever, our store made an exception to offer store credit or an exchange of the computer outside of policyPlease know that a refund would never have been an option as the unit was outside of the return and exchange periodWhat the store offered was a gesture in good faithAs far as the customer's claims that their new desktop computer ordered from BestBuy.com is arriving damaged, and with beat up packaging, we would recommend the customer order the computer thorough the store for store pick-upI confirmed with the store's General Manager that we can place a store order for this computerThe store can then help ensure the quality of the itemDo understand that respectfully, we would not be able credit back the customer for their store credit/ gift card, respectfullyWe do hope this information is helpful, and we thank you for allowing us the opportunity to address the customer's concerns Regards, Sarah L

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Dear Revdex.com, Thank you for bringing this to our attentionThe customer will need a receipt in order for us to process a return or exchange within the return allowed periodThe customer is welcomed to call our customer service line at [redacted] and we will attempt to find the receipt however we can only provide the information to the original purchaser As an exception, in some instances, our local stores do offer a refund to the lowest selling price within the last period however were are not obligated to offer a return or exchange if there is no proof of purchase Below is a link to Best Buy's return and exchange policy along with a link on how to obtain receipts http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ http://www.bestbuy.com/site/Help-Topics/Getting-Receipt-Copies/pcmcat20440005002...⇄ Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) YOU should not be able to keep taxes in your pocket from anybodyI have been purchasing from you for years and this is itYou scam your customers and your receipt policy is no where to be seen in the storeYou are not a customer service driven company you are driven by greedTO me you have stolen from me and you are of no good to me anymore as a businessIf you were a company who valued long time customer you would send me a $gift card as a courtesy and for the inconvienceYOU sold us a faulty piece of equipmentYou will not get another dime from me or my familyTelevision sets, computers, we got the short end on all of them but the tv'sYou are horrible

June 7, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns in our previous response to this matter forwarded to your office on May 25th, and our position remains unchangedNevertheless, 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, The Gift Card in question was send to the wrong address An exception was made in this case and an E Gift Card was sent on 11/17/in the amount of $ The Customer should check his email and find the card If not in his inbox pleasecheck if it was sent to a spam folderWe thank the customer for his patience and apologize for his experience Best Buy considers this matter resolvedThank you,Larry S

Revdex.com, Thank you for bringing this to our attentionPlease know we are deeply sorry for the confusion, and for any frustration as we always strive for excellenceI checked the tracking number the customer provided, and it does look like the unit was delivered back to our receiving dockAs such, I have provided a full refund of $back to the customer's PayPal accountThe customer should see the refund in 1-business daysPayPal can take up to days to refund for certain accounts, but that is rare, and would depend on the customer's account settingsThank you again for allowing us the opportunity to address the customer's concernsWe are happy to have helped secure a resolution Regards, Sarah L

Dear Revdex.com, Thank you for making Best Buy aware of this issueAfter reviewing the customer's order, we were able to provide a refund in full the the customer's original form of paymentWe are sincerely sorry for the long delayPlease let us know if you have any questionsKindest regards,Cassie E Exec Res Sr

Initial Business Response / [redacted] (1000, 10, 2015/08/17) */ Hello ***, Thank you for contacting Best Buy through the offices of the Revdex.comMy name is Cassie and I work with the executive resolution team at Best Buy Corporate I'm sorry for any disappointment that that you experienced as a result of our having sold out of our xbox promotional bundleAlthough we do our best to stock enough product for everyone, sometimes we can sell out of products As of 08/a correction notice was posted in our stores that stated the following: "Correction Notice: In the Aug9-weekly ad, we advertise the Samsung 40J40-inch LED 1080p Smart HDTV (SKU 3558174) and the Xbox One 500GB Halo: The Master Chief Collection console (SKU 6422016) bundle priced for $ Due to higher than anticipated sales, inventory for the products in the bundle may not be availableRainchecks are not available for this offer We apologize for any inconvenience this may have caused." Unfortunately, as a result of higher than anticipated sales we are not able to offer the xbox one/Tv bundle at this time Thank you again for making us aware of your issue Kindest regards, Cassie E

Dear Revdex.com,I have spoken to the customers Dad [redacted] since the customer is currently in EnglandAfter reviewing the funds it looks like check in the amount of $was mailed to the wrong addressWe will not be accepting a return on the computer but will still stand with refunding the warranty and renewalThe customer's dad confirmed receiving the check in the amount of $299.99, we will overnight the $check and have it mailed to the correct address and address to dad per the customers requestThey should receive the check by the end of this weekConfirmation number is [redacted] .Thank you,Karla [redacted]

Dear Revdex.com,Thank you for sending this for reviewAfter doing some research we see that the order was cancelled because we do not ship to known freight forwardersThe second order not going through must have been a system error showing the debit card was expired when it was not and we apologize for thatAs far as the customers concerns regarding her credit reporting, all orders cancelled should not affect their credit score.Thank you,Karla [redacted]

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 describe difficulties experienced in replacing the customers productWe have actively reached out to the customer and came to a resolution at this time The proper leadership was also notified of the situationRespectfully, Bethany H

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the computer repair diagnostic and refund request to our attention The diagnostic fee charged by our Melbourne store (#***) on 08/10/was for $(no tax) and paid for by [redacted] [redacted] If requested, we will provide the purchase receipt verifying this information Labor or diagnostic charges are non-refundable since they account for the time it takes our Geek Squad agents to complete the service; however, the Geek Squad provides our customers with a 30-day labor guaranteeIf a customer is unsatisfied with the services rendered, we will make any corrections stemming from the previous issue free of charge for up to days from the original service dateSince the Geek Squad performed the requested diagnostic service estimate for Service Order (SO) #00***- [redacted] , we are unable to accommodate Mr [redacted] ’s refund request for the diagnostic service fee However, as a customer service gesture of goodwill, we will be sending a $ [redacted] Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days and can be used online, in stores, no expiration date or used for Geek Squad services in the future Thank you again for making Best Buy aware of this situation Sincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ’s concern regarding the $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 expectationsOn 01/17/17, our Social Media Specialist George emailed [redacted] (corporate case # [redacted] ) and informed them the $Best Buy gift card was requested and has been mailed to them on 01/18/The 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 _________________________