Best Buy & Geek Squad Policies

[senseless]

It's 12pm on Dec 31st. BestBuy, are you going to send out the Digital Coupons or not? Yes, I know you have "by the 1st", but it's getting pretty close to the wire. How about a simple Yes or No?

Has anyone rec'd their digital coupon? Or have any info?

[Big_Hitter]

nope, haven't heard a peep, not an e-mail, not a phone call, heck, not even a PM on this board

epic fail on the shipping and epic slow play on the coupon and shipping refund

BBY, when will it be strike 3?

[senseless]

Well, I'm off to C.C. to see if they want my business for two LG LCD 1080 large screen tvs. Too bad no BB employee is going to get 'Kudos'  from their bosses on a $1500.+ sale. I'm bringing copies of BB ad and C.C. has already agreed to match their price. Oh, I will be stopping by BB, to return the Christmas present that I had to buy at C.C. when the "Gauraunteed Shipping" turned into such a joke.

[rogressem]

  I got my digital coupon in the email last night, but it was only for $10 instead of $20 (for a purchase of $200)

   By the way, my experience was that I ordered my item on Saturday, Dec 20th, and it didn't arrive until Dec 29th.  Not even close to the guaranteed date.

[aok82]

I received my digital coupon this morning, so I am satisfied, even though I received one of the 2 items I ordered after Christmas. I was wise enough not to order something that I absolutely needed on Christmas Day so receiving a video game for my son a few days late was not really a big deal.  What made me angry was Best Buy trying to get out of issuing the coupons by blaming the weather.  To be honest, when I placed my orders I did not even know about the digital coupon guarantee, but once I did I expected to receive one.  Had Best Buy not responded to my email by saying that the delay was probably due to bad weather and that if it was I would not receive a coupon, I never would have gotten mad in the first place.

[collegekids]

unfortuantly once it is ordered and it comes from the warehouse of in this case (best buy) it is all up to UPS to send it to the customer, the place that you ordered it from has no control after it leaves the warehouse. once it is on the UPS truck then it is them, the company has no control, so i think you blamed the worng people here.. sorry to say. plus with the snow and all with winter expect delays... thats why you should never wait until the last minute... so not everything here is best buy's fault (at least that's how it sounds to me with all of the other posts in here. all of them are pretty much the same thing... if you order 2 days before xmas, theres no way its going to be there sometimes even if you do pay extra. i think that in your case though you ordered on the 18th.. but still UPS is to blame.. not best buy) and i dont think best buy can switch ups, to like fedex... idk how that works... corporate should look into that.. 

[senseless]

collegekids, tell the truth now. Did you really read ALL of the posts in the three threads which you answered in 27 minutes? Of course,'answered' is not the correct term. Your replies, as are the majority of replies made by B.B. employees to the NUMEROUS complaints on this forum, consist mainly of blaming customers and UPS for B.B.s' many problems.

Unless any of you are AUTHORIZED by BestBuys' upper echelon at Corporate to represent B.B., you are merely stating YOUR opinions.

Those with any authority at B.B. take note. Most of the 'opinions' of your employees imply that the problems these customers are asking to be resolved are generally the customers' and/or UPSs' fault. Now that is really great customer relations! But, as the store personnel seem to share these opinions and lack of respect for B.B.s' customers, I'm not surprised at this.

Take a look at the Better Business Bureau's site and compare the number of complaints filed against B.B. with the number for C.C. BB approx 12k, CC approx 8k. The BBB give BB an A- and CC an A. And CC is the one filing for bankruptcy!

I'll admit I stopped shopping at CC years ago due to the very problems with customer service BB currently has. But, my recent purchase experience (detailed in a previous post) shows that they are serious about turning things around and they will remain in business. Where as, unless BB starts immediately to try and repair their rapidly worsening reputation, bankruptcy is in your near future.

Oh, collegekids. As I pointed out to another store employee posting here, being able to spell correctly and use proper grammar is a great asset to being taken seriously. Don't forget Spell Check!

p.s. keep an eye out for my post concerning the FTC and BBs' dubious practices. VERY informative.

[Big_Hitter]

Okay, BB, Mods, whoever.

You owe me another $10 coupon.  Yesterday's e-mail only had a code for a $10 coupon.

Please fix this, thanks.

[rogressem]

Seems to be happening to be more than one person, but its also probably due to the weather.

---

Big_Hitter wrote:

Okay, BB, Mods, whoever.

You owe me another $10 coupon.  Yesterday's e-mail only had a code for a $10 coupon.

Please fix this, thanks.

---

[Elizabeth-BBY Community Supervisor]

I received an update this morning on the digital coupons.  It seems that all emails state that there is a $10 digital coupon.  However, I have been assured that the actual digital coupon code is for the correct amount and that those impacted should receive another email sometime today.

Please know that Best Buy® did decide to send digital coupons to customers whose orders were delayed due to weather.  Shipping charges will not be refunded in those cases, but those customers should still receive the applicable digital coupon.  Please feel free to send me a private message with your order number if you have not received your coupon.

Some of you asked why those in the warehouse couldn't have recognized that the shipping method was incorrect and made the changes...I realize that it may seem simple, but keep in mind that there are tens of thousands of orders a day, processed on a several-mile long conveyor belt/assembly line, if you will.  There was a system error, and it was corrected as soon as it could be after it was identified so as to affect the least amount of customers possible.  Other orders were not impacted by this error, but still did not get delivered in time for Christmas.  Other orders were not delivered in time due to weather.  We can't erase what's happened, and it clearly doesn't benefit either our customers or ourselves.  Still, we feel we've been honest about this and have made good on our promise to send digital coupons to those affected in each of those three cases, none of whom are to blame for their situations.

A few have commented on deleted posts - any posts that violate our policies (which can be found in the footer of every page) are removed in an effort to keep this a respectful space for those participating.   

Also, I feel it's important to note that official Best Buy® moderators can be identified by a username ending in -BBY or -GS, "Mod" (Moderator) or "Admin" (Administrator) icons next to the username, and Best Buy® or Geek Squad® logos.  My team of Community Connectors work out of our corporate office in Richfield, MN and are dedicated to moderating this forum.  We are happy to receive all feedback, both positive and negative, from our customers so that we can learn what we are doing well and in what areas we need to improve.  Best Buy® doesn't claim to be perfect, and we make mistakes just like anyone else, but we hope that you know we are listening to what you're saying and working to make things better.  Thanks to everyone for sharing their voices in this forum.

~Elizabeth

Community Supervisor

Best Buy® Corporate