Best Buy & Geek Squad Policies

[hitechkoolaid]

Yes, and the ad Contradicts itself also.  It clearly states ALL Blu-rays $9.99 and up in bold and then in regular font says check for qualifying titles.  Well it can't be ALL and a select few can it now? 

Like I said, in the store, it clearly states Any over $9.99 and doesn't say select titles. 

[Jimmienomam]

Yes. And they could have produced a correction. Check around where the flyers are passed out and/or front doors.

This ad is a mess and a CS nightmare. Hopefully they get it straightened out.

Like many said before the previous sales were outlined specifically in the ad.

This reminds me of the @gamer coupons when first printed were "from original price" and could not be used on sales. This made a majority of the coupons worthless as many of the games went on sale for better prices then the coupons price.

They changed their policy about 3 months into it to allow it to stack with sales, but the coupons were already set for the next 3 months issues meanin the wording on the coupons still read "from original price" and "cannot be used on sales". Hopefully this gets corrected quickly

[hitechkoolaid]

Previous Trade and Save items also had a STICKER on the packaging designating it as eligible for the promotion, not all of them got stickered, but the majority had them. 

All the advertised sale prices with the coupon discount weren't mistakes, they have done it every time in the past. 

The only issue is the wording on the promotion and it will probably take a few days to clear things up.  I sent an e-mail off to the HQ Resolution Specialist to see if he can clarify the details.

[Growler]

Best Buy has had this Upgrade & Save promotion 3x this year. It has typically been handled badly by many stores. Eventually virtually all the stores allow sale Blu -rays. Often examples of sale bu-rays are shown in ads with after coupon prices. So, you have been able to get $9.99 BDs for $4.99 with the trade-in DVD. Scores of people have done just that--check the threads/posts on Bluray.com.  This time the sale is even better since it says “ANY” Blu-ray rather than referring you to a select list of BDs. Of course, the confusion by Best Buy employees is greater as well. In addition to the typical Best Buy errors such as stating you cannot use sale items or claiming they don’t accept DVDs for trade, now some will say your BD is not on the list. 

In any event from the OP’s story the store actually took his trade in DVDs & gave him NOTHING in exchange. Despite him asking for them to be returned. 

The store owes him his DVDs or the same # of $5.00 coupons at the least. And an apology, IMO. 

Best Buy should either stop doing this promo or properly explain it to the employees. 

Getting rid of contradictions in the ads would also help. 

[Ryan-BBY Senior Social Media Specialist]

Hello hektic-

Mariel from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[hektic]

Thank you, Ryan.  I appreciate it.

[Mariel-BBY Retired: Community Connector]

Hi hektic,

Thanks for posting about some conflicting information about the Upgrade and Save. I appreciate your patience while I did some research, since there definitely seemed to be something a bit off with all the information.

It was brought to my attention that earlier this week, the website was not accurate and it has since been corrected as of 3pm central time on 1.9.12. I verified that what is on the website is accurate, so you will find the current and correct terms and conditions listed right underneath the main page of the Upgrade and Save page on Bestbuy.com. I can understand how many people have felt frustrated because of all the different information out there and I'm sorry to hear you had such a difficult time at the store and with our phone channels. We never have any intention of purposefully disconnecting anyone.

I hope you find the terms and conditions much clearer regarding the pricing and when the coupon can be used. It is my understanding that it should be any Blu Ray over $9.99. However, keep in mind that if there is a movie that is on sale and is cheaper than applying the coupon, you will receive the better deal and it is not valid with other offers. The coupon is applied to the original price and not a sale price.

I hope this helps clear up any confusion and I apologize for any inconvenience this has caused. If you happen to head to the store, feel free to reference this post in the event there is still confusion. Let me know if you have any other questions or concerns!

Regards,

[hitechkoolaid]

---

Mariel-BBY wrote:

Hi hektic,

Thanks for posting about some conflicting information about the Upgrade and Save. I appreciate your patience while I did some research, since there definitely seemed to be something a bit off with all the information.

It was brought to my attention that earlier this week, the website was not accurate and it has since been corrected as of 3pm central time on 1.9.12. I verified that what is on the website is accurate, so you will find the current and correct terms and conditions listed right underneath the main page of the Upgrade and Save page on Bestbuy.com. I can understand how many people have felt frustrated because of all the different information out there and I'm sorry to hear you had such a difficult time at the store and with our phone channels. We never have any intention of purposefully disconnecting anyone.

I hope you find the terms and conditions much clearer regarding the pricing and when the coupon can be used. It is my understanding that it should be any Blu Ray over $9.99. However, keep in mind that if there is a movie that is on sale and is cheaper than applying the coupon, you will receive the better deal and it is not valid with other offers. The coupon is applied to the original price and not a sale price.

I hope this helps clear up any confusion and I apologize for any inconvenience this has caused. If you happen to head to the store, feel free to reference this post in the event there is still confusion. Let me know if you have any other questions or concerns!

Regards,

---

Again, this is incorrect, Best Buy advertises EVERY TIME this promotion comes around items on sale with an additional $5 discount using the coupon.  So at least advertised sale items showing the discount are valid, and from what most other customers are saying , any movie over $9.99  (some have gotten away with $7.99 titles) has been giving the $5 discount whether or not the item is currently on sale or not.

[Mariel-BBY Retired: Community Connector]

It may depend on the original pricing of the movie as well as the sale price - if the movie is on sale from the original price less than the applied coupon, the coupon would be used. As I stated before, this is my understanding per the terms and conditions of the promotion. Anything outside of this may be at the discretion of the store.

[mondoleal]

I'm a graphic designer for catalogs and I would agree with any customer who sees this week's BestBuy ad. If the text "4.99 Each with Coupon" is lined up next to the text that reads "$9.99 Each Without Coupon" and is showing me a section of those movies that qualify at 9.99, I'm going to Bust Buy and believe I will get $5 off those titles that BestBuy is showing me. Unfortunately, BestBuy's Retail, Marketing or Accounting Department did a horrible job emphasizing 4.99 only qualifies for titles that are not on sale. I would be very angry if I came into the store learning that the ad was incorrect. Shame on BestBuy for suckering the public with stupid fine prints and incorrect ads. I only saw this forum because I knew there had to be a catch with coming to the store and not getting $5 off those titles. You don't realize how many customers would be running in thinking that they can sell their used movies and actually get a new Blu-Ray for 4.99.  It's also terrible to also read that customer service gave the customer a hard time on the phone and actually hung up. Reasons like this is why BestBuy will go out of business if they don't reshape their customer service mentality and marketing ads.