Best Buy & Geek Squad Policies

[rjmacready]

Hi, I just wanted to share my experience of trying to use the $5 off coupon for The Muppets blu-ray combo pack that was provided by Disney Movie Rewards. It was also advertised in the Best Buy sale circular.

I am a longtime Disney Movie Rewards member, and I printed the $5 off manufacturer's coupon for The Muppets and took it to my neaest store, the Jackson, MS location.

When the cashier tried to scan the coupon, it didn't scan. At first she refused to take the coupon at all. After I showed her the ad—and apparently this employee had no idea at all there was a coupon advertised for this item—she said that Best Buy must have their own SPECIFIC coupon, and I'd have to print that one. She also argued that the coupon I had was only for the combo pack, not the combo pack with bonus collector's lunchbox that the ad clearly stated the coupon was good for.

After some plaeding of my case that it was a manufacturer's coupon directly from Disney and it didn't matter a whit WHERE I printed it from, she said that I could use the in store kiosk to print one.

At this point I just wanted to leave—I had stopped by on my lunch break and already this seemingly simple transaction was eating up too much of my time. But I agreed, and she called a second employee to assist me in printing the coupon.

This employee could not figure out how to print the coupon from their site, and since their kiosk was not equipped with a web browser, he could not directly type in the URL. He then went to find a manager for help.

Meanwhile, I typed the URL into Safari on my iPhone, and it directed me to the Disney Movie Rewards site WHERE I PRINTED THE COUPON TO BEGIN WITH. Of course, I couldn't print it from my phone.

Now with the manager on hand, they still argued that the coupon I had was no good for the collector's pack, only the combo pack. Trouble was, Best Buy's system had the combo pack by itself ringing up at $34.99 while the pack with the 'bonus" lunchbox was priced at $27.99.

So after some more arguing, which led to me, and I am usually very even-tempered, raising my voice at the stubborn, clueless manager, he agreed to manually enter the coupon as a manufacturer's coupon. I finally got the leave the store with what I came for, but a five minute stop by Best Buy had turned into an aggravating 45 ordeal that ate up most of my lunch break.

Later, when I got back to work, I decided to trype in the muppetscoupon.com/bestbuy URL and print the coupon. Guess what? It LOOKS EXACTLY THE SAME, unless the bar code is different.

But if so, my question is, what is the point of having a separate coupon if it is virtually the same as Disney's coupon? Doesn't it just cause unwarranted confusion, particularly when the staff very obviously is not up-to-date on what their company's current sales and policies are?

I ask this as a loyal customer—I'm a premier silver Reward Zone member—who very much wants to keep my money in my local economy. But it's abysmal customer service like this that makes me want to just order everything off of Amazon.

[Ryan-BBY Senior Social Media Specialist]

Hello rjmacready -

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

[Melissa-BBY Senior Social Media Specialist]

Hello rjmacready,

I haven’t yet seen the new Muppet movie, but I’ve heard really great things about it. I am sorry to see that what should have been a quick and easy transaction, turned into such an ordeal for you.

As you had plainly seen from our ad, the $5 coupon was to be accepted only on the exclusive combo pack with lunchbox edition. While I know we do list a link to print the coupon and these generally go to the Disney Movie Reward site, I am uncertain if they do use the same UPC as the general coupons from there, or if it was a unique one for us.

It does disappoint me that it took so much effort on your part to be able to make the purchase of the movie with the coupon as you should have been able to. I am glad to see that the manager ultimately did decide to honor the coupon. I would like to discuss this further with you as well and I am sending you a private message to do so. To check your private messages, first verify you are logged into our forum, and then click the envelope icon in the upper right corner of this page.

Sincerely,