Best Buy & Geek Squad Policies

[sll0037]

Best Buy's management is a complete joke, as is there 1-888-BestBuy Customer Relations department.

I visited the Frisco, TX location to use the $20 Blur Manufacturer Coupon and $10 Rewards Zone Coupon. In fact, the only reason I even considered purchasing the game is for this reason, as several local friends had informed me they'd bought the game under the same circumstances. The result was the worst customer experience of my life.

Initially the female cashier, Alex, attempted to deny the coupon on the grounds that "it was only valid in Canada." The coupon clearly stated it is "Valid Only in the U.S."

She proceeded to call the store manager, Jim C{removed per forum guidelines} , who is the worst excuse for a manager I've ever come across. He didn't honor the coupon and refused to explain why. He wouldn't explain why other stores in the area were processing them without hesitation either. He was extremely rude and never acknowledged my questions and concerns.

"Are you going to buy it or not?!?!" was his only response. When I said no and asked for an explanation, he forced me out of line and told the cashier to check out other customers.

When I asked to file a complaint or speak with his boss, he said he was the boss and there was no one above him at that location. "1-888-BestBuy!" Any other questions resulted in "1-888-BestBuy!!!"

Needless to say I left extremely upset. Luckily, I purchased a $3500 HDTV three weeks ago from that location and I'll have the satisfaction of returning it this weekend. I will never shop at Best Buy again. It's easier and cheaper to shop online at the big river.

The 1-888-BestBuy number is a joke too. The rep acknowledged other stores were accepting both coupons and confirmed that there is in fact a General Manager above Jim C{removed per forum guidelines} at that location. She also stated that while complaints filed with them may be forwarded to management, customers often never receive a response. Way to hold your management accountable and show your customers you care.

I visited another store in Dallas and they told me they'd honor both. Where is the consistency?!?!?!?!? The management there was extremely helpful, but the damage has been done. I didn't purchase the game because the other store kept my coupons. Even worse, the managers at the second location acknowledged that Jim C{removed per forum guidelines} is extremely rude to customers and receives numerous complaints.

Take a look here and you'll find the same conflicting message to customers.Here's a quote from another thread for today.

"While I do not have any specific documentation that I can provide to you, I can assure you that as a company, we do accept valid manufacturer’s coupons. As long as the valid coupon features the manufacturer’s label, the manufacturer’s address, a scannable barcode, and is being used towards the item identified on it, then our stores should be accepting them.

Melissa | Best Buy® Community Connector"

Congratulations Best Buy! You lost a loyal high revenue customer today for life!

[SlimJim77]

So this is all a rant? You come to Best Buy's site to pi$$ all over Best Buy? How audacious are you?

[sll0037]

I would say part rant/part feedback.

Audacious? Sorry but I don't think any customers should be treated this way, nor should policies vary from one location to another. I've been in retail management and I think Best Buy should know about such instances of horrible customer service, as should other customers. Whether you want to put it to use or simply think it's audacious is your decision.

[SlimJim77]

The purpose of this forum is to resolve issues. You won't even give them a chance.

[JM]

Please note that the posting of last names, whether it be a customer's or employee's, is against forum policies. I have reported the post to have the aforementioned information removed, per forum policies.

[Dorothy-BBY Community Supervisor]

Good morning sll0037 -

Thank you for bringing this to our attention.  Melissa, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until she is able to contact you.

[Melissa-BBY Senior Social Media Specialist]

Hi sll0037,

 These days, saving every bit you can is important. I was disappointed to read of the conflicting information you received from your local stores regarding your Blur coupon and Reward Zone® coupon. I too would have been very disappointed to be informed that I could not use the coupons, only to find out another store in the area would have accepted them.

As you quoted from my previous post, we do accept valid manufacturer’s coupons that feature the three identifying characteristics. These should be able to be used in conjunction with other coupons or Reward Zone® certificates offered by us. I am truly sorry for any misinformation you have received regarding this.

It saddens me that this experience has caused you to want to end your relationship with Best Buy®, and I would like to discuss this further with you. To do so, I have sent you a private message, which you can access by ensuring you are logged into the forum and clicking the envelope icon in the upper right corner of this screen.

[mbump]

sll0037,

I hate to echo your post, but unfortunately I had the exact same experience here in the north Dallas area.  I as well took the $20 Blur Manufacturer Coupon and the $10 Reward Zone Coupon into two different Best Buy locations and was refused in both. 

When I went to the first store I went to in Allen, TX (store #1780), the cashier looked at the $20 Blur Manufacturer Coupon and immediately called over an assistant manager for assistance.  The assistant manager asked us to come to customer service so he could finish the order.  Once I was pulled aside he proceeded to tell me that he couldn't verify the coupon and would not accept it.  Mind you, he never scanned it nor attempted any form of verification.  When asked why, he simply stated that he would not honor the coupon.

The second store I visited was Store #196 in McKinney, TX.  This time when I presented the coupons to the cashier she called over the store manager.  The store manager looked at the coupon and claimed it was "invalid" and would not accept it.

I called a third store (SW McKinney, Store #1775) and asked if they accepted this manufacturers coupon and they indicated that there shouldn't be a problem with the coupon.  Unfortunately they were out of stock at that location.  From this thread I don't believe that I'd get any satisfaction in Frisco, TX, so I'm left with honest coupons and stores refusing the accept them.

This is a frustrating situation that doesn't inspire continued patronage of Best Buy...

[Elektr0ns]

From what I've read about and experienced first hand, this all seems to come down to a lack of training/communication from corporate  Send a memo to the stores so they are on the same page. I even had to explain to my cashier how to even enter a Manufacturer's coupon. F7 after subtotal.

[IlovetheBrewers]

The $10 coupon isn't a Reward Zone certificate. It's a coupon for gamer's club members for $10 off the price of the game, however in bold print it does state that the coupon is good for regular priced games only. There should be no issues with the manufacturer's coupon, however.