11-24-2018 03:05 PM
I want to say my experience overall at Best Buy this holiday season has been very poor. I have had multiple visits that have resulted in many different answers depending on who I talk to in order to accomplish a single thing. So today my patience was already waning. I want to say first off we are very loyal best buy customers. My husband and I each have our own best buy credit cards and both of them are seperately at Elite Plus Status. We have a side business in photography where we use Best Buy for all of our purchases, and we additionally are a fairly big tech family so between us and our two children a lot of money is put into your company every year. Year to date we have spent over $10,000. Last year was similar and the year before that we used Best Buy for all the new appliances in our home.
We had a 10% off coupon for my husband's birthday that we needed to use fairly soon. Best Buy apparently has a policy where they cannot confirm if they have an item in store over the phone nor hold it so you have to purchase said item online to even find out if they have it and have it set aside. This store was not convenient but the only one that showed the item available so I did not want to drive out for naught. I did this as Best Buy's policy requested and used my 10% off coupon. Several hours later, my husband who works near the store I reserved it at went to go see if it was there since I had not gotten any email updates. As my husband was walking in he saw THREE of the item I had ordered being wheeled out in a woman's cart. However, my item was never pulled and it was now unavailable. Due to this I cancelled this item as the location was not very convenient to our home and was going to reorder online to pick up at our local store. However, when this was cancelled the coupon was shown as used.
I had a simple request; reinstate my coupon or come up with an alternative solution. I was told no on the best buy chat, I was told no additionally by the best buy chat supervisor, and hour and a half of my time later (which in business terms would be worth MUCH more then a 10% discount on most items) I was offered a $10 physical gift card by one of the phone customer care members.
I am not an entitled person. I never had been. I have built our business and family financials from rock bottom up through hard work. However, as someone who works in an environment dependent on customer loyalty, much as Best Buy is, and having my own personal business, I am a firm believer in being good to good customers. I am a firm believer that you cannot stay in the race unless you can think outside of the box. As a good customer of Best Buy I am deeply offended by the absolute lack of appreciation to find a way to come up with some sort of resolution, and taking so long for any to be offered. Which even then is minimal and after much time had to be spent grovelling for some sort of show of appreciation.
Best Buy has much competition. Although we do not spend as much we do shop at Amazon and any time we have had any less then perfect experience immediate resolutions have been offered, and often more then even expected. Gamestop is also obviously a competitor in the game area. We walked in a store on black friday and offhand I just mentioned that I had paid more for a game last week then what it was on sale for now and IMMEDIATELY without asking the manager comped our new game purchase for the difference. Good customer service is all your company has and I am astounded that there are not more policies in place to ensure that you all can stay afloat. We spent nearly $5,000 with your company this weekend and it will likely be the last penny spent. I am not going to offer any sort of pass here. If your company can come up with something that actually makes me feel that you want my business I am all for it, otherwise I hope that my 10-20 thousand dollars a year off of your bottom line in addition to anyone who will hear my experience and guidance on whom to go to instead, was worth a measly 10% off of one item coupon.
11-26-2018 02:12 PM
Hello there dnbaker12,
Welcome and thank you for reaching out to us, though I wish it were under better circumstances. Birthday coupons are always very exciting to receive, so I’m sure your husband was thrilled to find he’d gotten one. Even more exciting than receiving one, is redeeming it.
I’m sure you and your husband were excited to redeem the birthday coupon, especially if the item was to be picked up at a store nearby your husband’s work. During Black Friday weekend, we do our best to fulfill orders in a timely manner. While I can’t possibly have all the factors here that may have impacted the fulfillment of your order, it is reasonable to suspect any delay you encountered may have ultimately impacted our ability to fulfill your order.
These coupons are intended to be one-time use, so once an order is cancelled or a return made, the coupons are unable to be reinstated. Given the circumstances of this cancellation, I can understand why you may be looking for a new coupon though. I’m sorry to hear any offers made by our phone agents may have been unsatisfactory.
I would be delighted to further discuss this experience and see what options we may have. However, as this birthday coupon was your husband’s, he would need to be the one to reach out to discuss it. He may do so by registering with the forum under his own information to send me a private message via the link in my signature below.
11-26-2018 02:28 PM
11-27-2018 01:06 PM
Hi there dnbaker12,
Thank you for following up with me. To further discuss this issue, and any options we may have, we would need to be in contact with your husband, as you mentioned the birthday coupon was his and thus would be under his My Best Buy membership.
I apologize for any further inconvenience that this may cause you and your husband, and greatly appreciate your understanding. For more information, you may review our Privacy page.