01-09-2012 07:31 AM
Hello everyone. I've turned to this board in hopes of getting a solid answer or perhaps someone that can help me. I went to my local Best Buy (located in North Dartmouth, MA Store 343) with five DVDs in order to trade them in for five upgrade and save coupons. The employee at the customer service desk knew exactly what to do, and I received my coupons. I then went to the blu ray section, and selected five movies priced at $9.99 each, as the coupon states is necessary. One movie I selected, Casino, was actually advertised in the circular as being $4.99 after trade and save coupon, and two others I selected (American Beauty and Fear and Loathing in Las Vegas) were listed under the eligible titles list online.
Going up to check out, the cashier scanned the five movies, and then refused to take the coupons when I handed them to her, stating that all five of the titles I selected were on sale, and thus ineligible for the coupons. I pointed out that Casino was listed in the flyer, and two others were listed online where the circular said to look, but she still refused, stating that her manager had just told her not to accept any coupons on sale priced blu rays. I asked her to at least try one to see if it would package out, and she did scan a coupon reluctantly, but it did not deduct the $5 off of any blu ray. I said that seemed kind of silly, since one movie was listed in the flyer, and the coupon itself as well as several other places online and in the flyer say "any blu ray priced $9.99 and up". Even if the "any" was incorrect, two other movies were listed online as being eligible. The cashier admitted that it seemed a little rediculous, since almost every blu ray was on sale this week, but that's what she was instructed to do.
I asked if I could move off to the side and speak to the manager, and she paged him, but when the cashier mentioned it was due to the trade and save promo, he refused to see me, stating he was too busy to deal with this issue. I then asked the cashier if I could et the five DVDs that I traded in back then, since she pretty much just told me that the five coupons I had in my hand were useless. She said no, the DVDs cannot be returned, which it states on the coupon. I got the name of the manager, Hector, and left.
Very upset with the way the promo was being run, and how I was treated by this manager, I called 1 800 BEST BUY to get clarification on the exact rules of the promo. I called twice, and got disconnected while being transferred to customer relations. The third call I made it through to someone in customer relations, and explained the situation. The CSR stated that the promo was not valid on any blu rays on sale, and even went as far as to say that the Best Buy circular was a misprint, since those titles were on sale and not eligible for the $5 off coupon. I asked if I could speak to the manager on duty, and she actually hung up on me!
Fuming now, I called back, only to get disconnected during transfer again. About an hour later I called one last time, and got connected to another CSR. Explaining the entire situation all over again, this CSR said that nothing could be done about the woman who hung up on me, since she did not make a note on the account saying that she spoke to me. This CSR also did not know the officialy policy on the trade in program, or anything about the trade in program in general, stating that it was in store only. I said I realize that, I just wanted to know if that manager was correct in that no titles on sale, even the ones specifically listed on the flyer. She then proceeded to put me on hold while she called the North Dartmouth store and actually asked the store manager what the terms of the promo were.
She came back and stated what that manager had said again, and I mentioned that several titles listed in the circular were on sale, and advertised an even lower price with the coupon. She said that the manager told her that the coupons were only valid on those particular sale items listed in the circular, and no others. In a sense, they were valid on selective sales only. She also agreed with me that it seemed kind of silly, but that is the policy that corporate set. She then refused to connect me to a manager on duty, stating that she had satisfactorily answered my question.
So, I am hoping I can get a straight answer here. I realize, as well as many other Best Buy employees, that the advertisements and coupons themselves are extremely contradictory, so I ask are the coupons valid on sale prices? Are they only valid on the sale prices advertised in the circular? Are they only valid on the list of eligible titles on BestBuy.com? Also, is there any way to contact someone from BestBuy corporate, have them contact me, or a different number to call, since the CSRs I get when calling 1 800 Best Buy are very unhelpful and uninformed, and seem to only deal with bestbuy.com policies. I am very upset about this issue; being a Premier Silver member I do tons of business at this particular Best Buy, and have never been treated this poorly by this particular store, or by Best Buy as a company in general. Thank you for any help you can give.
01-09-2012 07:52 AM
01-09-2012 08:01 AM
I appeciate your reply, and saw your comments in the other thread citing issues with the trade and save promo, however you seem to just be regurgitating the same contradictory information already availabe in the flyer and online. Those terms contradict what is advertised in the flyer, since Casino, Knocked Up, and several others are listed in the circular as being on sale for $9.99, and are valid to receive $5 off the promo bringing the price down to $4.99. So is it selective on what sale titles are valid, is it up to manager discretion, are there issues wtih the promotion and have they been taken care of?
01-09-2012 08:22 AM
01-09-2012 08:23 AM
01-09-2012 08:44 AM
Oh i totally agree it is messed up. I would assume they have issued an ad correction to the store, but I don't know if they corrected the price of the items listed with 5 off the sale price (most likely) or corrected the statement that it couldn't be used on a sale item.
Have you even taken part in any of these Trade and save deals???? Seriously, you have no idea what you are talking about, but yet you keep feeding people garbage information. EVERY SINGLE TRADE AND SAVE has said the exact same thing, and every single one has worked on sale items in the past. Why would Best Buy advertise a Trade and Save promotion if you couldn't buy any Blu-rays? Almost every single Blu-ray that was "eligible" in the past deals was on sale during the promotion.
YES, it does state "Markdown taken from original price" which it has said EVERY TIME in the past, and YES, they advertise sale prices with discounts being available in the flyer EVERY TIME.
Best Buy store computers and their employees were not ready for this promotion today, that's the problem.
01-09-2012 08:52 AM
As I said, one thing is wrong or the other... No need to be so hostile. The store would have issued an ad correction most likely for the contradictory statements, one way or the other. I have only used the coupon once and it was quite awhile back and worked differently than the more recent ones. I also don't think I ever tried to use it on a sale movie as I know best buy coupons of any sort can't combine with sale offers. The trade and save promo this time specifically says it is only off of select titles, contains a web site with those select titles though it is less listed than it is supposed to be and says the same thing on the website for it:
We can only go by the offer terms and it states select titles only and not on sale prices in more places than it doesn't.
01-09-2012 08:57 AM
Thank you for your help Crystal; I've partaken in every Trade and Save promo so far, and this is by far the most confusing one of all. Previous Trade and Save promos have very clearly stated a list of eligible titles, and the coupons worked on those titles whether they were on sale or not. This time around, all of the promos and coupons themselves say that they are eligible on any title priced $9.99 and up, yet the ad was released pointing to a list of titles, some of which are even priced below $9.99, sale prices were advertised with use of the coupon in the flyer itself, and what not. I really hope that someone directly from Corporate takes note of this post. I would also like to follow up on the complaint against that store manager, as this is not the first time I have been treated poorly by him. For all of the money that I give the store each week, I am quite upset about the entire ordeal.
01-09-2012 09:00 AM
LMAO, check again, it clearly states ANY more than it does Select. The coupon itself clearly states ANY, Signs in the Blu-ray isles in the stores state ANY, so again, please get your facts straight before giving bad info out.
01-09-2012 09:01 AM