Yesterday I posted a promotion where Best Buy was offering $50 off a $100 purchase (for included items) through the end of the week. The terms were pretty liberal and didn’t even exclude gift cards. My assumption was that it would get pulled and it did, although I am pretty disappointed on how Best Buy handled it. Make sure to read through the post though to see how you can potentially get a $50 credit for a future purchase.
I did purchase two $50 Amazon gift cards yesterday morning and had no problem getting the purchase approved. I then went back today with Mr. Deals (he received the email as well) and the manager absolutely would not honor the promotion. I had the original coupon printed out and was following all terms of the promotion. The item we were trying to purchase was even within the no terms guidelines that was sent out to stores yesterday late afternoon. I did walk into the store last night to inquire about the certificate and was told that the coupon was still valid until the end of the week, just the list of excluded items has changed.
Well after fighting with the manager, he suggested I called Best Buy as that is what he was told to tell customers. So I called while in the store and got absolutely no where. The representative knew of the error, informed me that it was a mistake and that it was a one day promotion. He said that customer service couldn’t do anything, but the store manager is absolutely able to override the purchase if he/she wants. I spoke to the store manager again, explaining to him that customer service sent me to the store manager and the store manager was sending me to customer service, and at the end of the day it is the customer’s loss. The store manager didn’t care and ultimately lost out on the sale. No way was I going to support a store at that moment that did not care about the customer. Now I understand if I fully abused this promotion it would have been a different story, but I didn’t – I followed all the guidelines in the coupon I received in my email inbox.
I did leave the store, but wasn’t going to give up there. I received the email since I was a rewards zone member (I believe), so decided to call them and explain the situation. I hardly had to explain myself and within a few minutes the representative I was speaking to got approval from her manager to give me $50 towards a future purchase tied to my member number. If you actually did receive this email, I’d suggest going this route. Call 1-888-BEST-BUY and select option 1 for the Reward Zone. Now, if you did not actually receive the email or already used the coupon and gave your Reward Zone number at purchase you probably won’t have much luck, but maybe?! I am not advocating those who took full advantage call (those who purchased thousands of dollars worth of Amazon or Best Buy gift cards – you know who you are!).
While I am ultimately happy that Best Buy made right by this, I am still fully disappointed in how it was handled. Best Buy sent out an email to their loyal customers and never had the decency to send an updated email letting their customers know that they made a huge f* up and give them the new terms. The only way a customer would have known that Best Buy screwed up was by wasting their time and going to the store. The store manager even tried telling me that an updated email was sent out. Upon speaking to customer service and a sales person at the store it was verified that an email was never sent out! It is unfortunate that not only did Best Buy not follow the rules that “the customer is always right” but they also blantently lied to their customers.
So to make a long story short, make sure to call Best Buy if you actually did receive the promotional email and did not take advantage yet.
Hopefully you were all able to get a good deal yesterday, and if not goodluck with customer service!