Best Buy Tempe Marketplace

This message is being copied to Investor Relations and Corporate Media so all stakeholders are aware of the reputational risk created by denying a refund/replacement where signature-required proof is missing after a Best Buy delay-to-9/25 notice. FORMAL ESCALATION & SECURITY RECOMMENDATION ̶ ORDER #1125263153444 Purchase Date: September 20, 2025 Total Owed: $1,707.96 Claim #: 4A25109C8GD0001 OnTrac Case #: 16435122 Order #: 1125263153444 Dear Executive Resolution and Legal Teams, I am formally escalating my unresolved claim involving Order #1125263153444, a Lenovo Yoga 9i 13” purchased in cash at Best Buy Tempe Marketplace (AZ) on September 20, 2025. Despite your systems showing “delivered” on September 24, 2025, the product was never received. I have wasted over 20 hours of my time trying to have this resolved and I will be filing with the court in 3 business days. I've remained quiet and have not been heard so if I have to make noise to get Best Buy's attention then I promise you will see this on every social media platform, local and national press, Reddit, Facebook Neighborhood Groups, Consumer Forums and I will solicit consumer advocates to amplify it until Best Buy provides Full Restitution or we resolve this matter in court. Transaction Summary Original Purchase: $2,248.46 Exchange Refund: $540.50 (after switching to Lenovo Yoga 9i 13”) Total Amount Owed: $1,707.96 Chronology of the Incident 1. On the morning of September 24, 2025, I viewed an official Best Buy email stating my delivery was delayed to September 25, 2025. I rearranged my work schedule accordingly. 2. Later that day, OnTrac marked the package “delivered” at 2:48 PM, with a forged signature “K. Cote.” 3. Neither I (Ken Ahern) nor my girlfriend (Jessie Cote) were home, and neither would sign that way. 4. The order required a signature, yet no photo or proof was produced. 5. Sedgwick misrouted my claim; Best Buy denied refund without evidence. Membership Name Context My Best Buy Total Membership required a card on file. Because I paid in cash and didn’t have a card availableat the time, I combined my first name (Ken) and my girlfriend’s last name (Cote) under “Ken Cote” for the membership. The forged signature “K. Cote” is not the signature of anyone residing at my address. Neither I (Ken Ahern) nor Jessie Cote have ever signed in that format. It is therefore highly probable that the OnTrac delivery driver signed “K. Cote” themselves, since the name “Ken Cote” appeared on the shipping label. This is consistent with delivery fraud scenarios where a driver forges a name to close a route ticket without delivering the package. What prevents a dishonest driver from committing fraud in this way when there is no independent verification step? In this case, the absence of photo confirmation or secure ID validation makes it impossible to verify who signed for the package̶further proving this delivery was never legitimately completed. Security Recommendation ‒ PIN-Verified Delivery Best Buy should implement a one-time PIN system for high-value shipments. Each customer would receive a private PIN, required for delivery confirmation. This system would eliminate fraudulent signatures, ensure accountability, and protect both Best Buy and its customers from theft by third-party carriers. Why This Denial Is Improper • Signature policy ignored • Delay notice caused absence • No delivery proof • Cash payment removes bank protections Requested Remedy 1. Immediate refund of $1,707.96, or 2. Replacement Lenovo Yoga 9i via alternate carrier with photo and signature verification. Exhibits A. Delay-to-9/25 Email B. Signature-Required Order Page C. OnTrac Tracking (No Photo) D. OnTrac Escalation Email E. Sedgwick Misrouting Email F. Denial Email (Ref #3855153) Ken Ahern You have my phone number on my Best Buy total membership

I picked up a virus somehow. I could not find anyone to help me. Finally I went to Best Buy. In less than 5 min. he fixed it. So very Thankful!! Beyond Thrilled!

Got what I came for. Friendly staff.

This Best Buy location could really benefit from improvement. While I shop here weekly out of convenience, I consistently notice a lack of customer service and cleanliness. The store has a lot of potential, but the overall customer experience falls short, especially in terms of service quality.