Best Buy & Geek Squad Policies

[SXE1]

I have 2 different offers for the same item.  When I tried to redeem these offers, I was told only 1 would be honored.  I quickly pointed out that NOWHERE on BOTH offers did it say "not valid in combination with any other offers".  There was actually no disclaimer besides "limit 1 per customer" and "no substitutions".  When I called corporate they informed me that although it does not state the offers can not be used in conjunction with each other, it is an IMPLIED best buy policy that only 1 offer is valid at a time.

Since there is no disclaimer, why shouldn't BB honor these?  Sounds like misleading advertising to me.

Needless to say, as a long time customer like many of you, this has soured my opinion of BB.  I was just on the verge of purchasing the new Sony 55" XBR8 and now I will take my business elsewhere. Rather than BB honoring the 2 offers, which basically is a $25 difference, they lost out on a sale for a much larger $7000 TV.  

It is not the $25 gift cert that I am upset about, it is a matter of principle.  They will acknowledge they did NOT explicitly disclose that the offers can not be used with each other, but they will not honor the promotions.  I guess, as consumers, we must make it our due diligence to learn all about BB implied policies.  It is sad to read about so many of your horrible experiences.  In a time where so many are struggling, you would think BB would do everything in their power to keep their customers happy.  I guess our money is nothing to them.

[SXE1]

Update. 

Several days ago I spoke to a manager at the local BB store.  After communicating with the corporate office, he states that the 2 offers came from different divisions of BB (1 was through the Reward Zone Program), as such, they can not be honored together. So although it doesn't state offers cannot be combined, there is nothing they can do.  Of course, he gives the customary apology.  At which time, I ask him about these "implied policies" and he says, he doesn't know why they told me that, there is no such thing.  I tell him we have used RZ offers in combo with other things in the past, so why is this one the exception?  He can't answer.  He just kept reiterating that the 2 deals are from different divisions, so they can't be used together.

Thanks all for letting me vent.  Next step ... I am filing a complaint with the FTC.  

Good luck to all of you and I hope your issues are resolved!!

[Aaron-GS Community Connector]

Hey SXE1,

In most instances, promotional offers function much like price matches – they simply cannot be combined with other offers.  The only exception to this policy is that you can combine financing offers with other promotions (like bonus Reward Zone® points), as long as your purchase still qualifies for the financing plan after all discounts have been applied.  For full details though, you may wish to check out our Store Price Guarantee on BestBuy.com.

In the meantime, I would like to look a little further into this situation on your behalf.  Please keep an eye on your private messages (the letter icon at the top right of the page) for further communication!

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead.  Use Us.

[SXE1 · Accepted solution]

First and foremost, I want to say thank you to Aaron.  He was the only BB employee that actually took an interest and listened to what I have to say.  It is amazing how 1 person who shows concern and empathy can turn a negative into a positive.

Amongst the many complaints, I want to make sure that solutions are also acknowledged.    I am very satisfied with the outcome of my situation and wanted to let everyone know there are Mods out there who truly want to help.

Thank you again, Aaron.

Best of luck to the rest of you!

[hockeycanuckjc Trusted Contributor]

The Community was created as a more open platform to reach out to all customers expressing their opinions and shopping experiences. Until recent ago, the queue for issues such as yours SXE1 could get pretty high through email and telephone support. This forum dramatically cuts down on the burden of staff through phone and email and makes it more accesible for all. Often, a question posted here gets answered quicker then the support options I mentioned here making this the optimal platform.