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.
