Best Buy & Geek Squad Policies

[noone13]

I pre-ordered 2 copies of Portal 2 and 2 copies of Mortal Kombet for the PS3 on Saturday.  I went in on Tuesday night to pick up the games.  I was trying to price match the games with the Toys R Us offer of buy the two games and get a $50 gift card.  This in its self was apparently a problem, it took two managers 45 minutes to figure it out.  Then I was told I could only do it on one set of games.  I was fine with that I guess, it didn't sound right but at that point I just wanted to get it done with.  Then when they rang me up they cancelled all four of my pre-orders, thus making me lose the 2000 Reward Zone points.  I think they rang the games up right but I am not sure.  They charged me $59.99 for one game, $9.99 for the other, and then $50 for the gift card.  Well today after looking at my receipt I noticed they cancelled the four pre-orders.  I attempted to call and find out why but was met with much hostility.  They told me there is nothing they can do or will do.  I am told now, not last night when I bought the games, that a price match makes me lose the Reward Zone points.  I think that sounds like crap but whatever.  I should have been told that last night then.  I would have cancelled the pre-orders and just gone to Toys R Us and saved 45 minutes of my life.  I understand not getting the $10 gift card with each game plus the price match but not getting the Reward Zone points sounds wrong to me.  I live 30 minutes from the store so to drive all the way back there is a pain and something I shouldn't have to do.  Now I can't even get the Toys R Us deal because it was Tuesday only.  This was at store #379 and this most definitly not the first time they have treated me terribly.  I don't even know why I bother anymore.  I should have known better and just gone to Toys R Us.  The existence of this board kind of proves how crappy Best Buy has become lately.

[CrystalWoW Community Veteran]

If you are talking about the returns of the preorders they always do that and that doesn't affect your bonus.

[enuf]

1-Don't understand why they would only do 1 pm. If I had a brother & his pre-order was there it would make sense for me  or him to do it in 1 trip & save gas. 

2-I did a $50 TRU gc pm at the end of Febuary it took a 20+ minutes & 2 receipts but they didn't want to lose a $250 to TRU in the next shopping center.

3-Does the receipt say "return" or "exchange" at the top. Looking at my last pre-order it was a "exchange" so if they did it as a return you probably did lose your pre-order points. Has the transaction posted to your RZ account?

4-A response like "nothing we WILL do" comes across as oh well your SOL & that's never acceptable. Hopefully, if you did lose the pre-order bonuses they will adjust your account b/c you did pre-order + purchase. That's a good way to lose a customer.

[noone13]

It says return so I am pretty sure I will get no points.  The there is no reason to not do the 2 PMs other than them being jerks, which they were.  This store is always difficult to do anything that might benefit the customer.  Their attitude was all about me being SOL and not caring one bit.  I plan on returning the games and getting them at K-Mart.  I don't need to be treated like crap trying to get a good deal.  I honestly don't understand why Best Buy employees treat people this way.  I have never had this much trouble at any other store ever.

They did lose a customer for sure after this.  I keep trying to go back but every time it ends like this so its time to give up and move on.

[Dorothy-BBY Community Supervisor]

Good afternoon noone13 -

Karina, from our Community Connector team, will be reaching out to you regarding your concern. Thank you!

[enuf]

"Return" yeah you lost them. I got socom 4, MK & portal 2 w/pre-orders & they all were done as "exchanges" plus I didn't have to show ID at all. Kim is the BB CS rep at my local BB(Willow Grove PA) & she's done AT LEAST 10-15 transactions (price match, pre-order p/u) with me and there's never been a problem.

Good news though,
here's 2 links of people that started off with bad BB situations but ended up getting everything ironed out, hopefully you situation will end in a positive way too.

http://forums.bestbuy.com/t5/Best-Buy-Geek-Squad-Policies/Very-rude-employee-Customer-Service/td-p/2...

http://forums.bestbuy.com/t5/Best-Buy-Geek-Squad-Policies/Very-rude-employee-Customer-Service/td-p/2...

[noone13]

I look forward to hearing from her.  On a side note I was in the store yesterday buying a couple movies and using a couple coupons.  The same manager that gave me a bunch of trouble on the phone and with price match again decided to be a jerk to me.  The cashier was in the process of ringing up the purchase when this manager, Adam, came from across the store directly to the register I was at.  He then took the coupons from the cashier and into the back to "make they are good."  I was like what the f is going on and so was the cashier.  This was totally uncalled for and quite ridiculous.  It is honestly becoming close to harassment at this point.  I hope I hear from Karina and can get this sorted out.

[enuf]

*sigh*
I have no words

hey, aren't you a CAG too?

[noone13]

Yes I am a CAG too.  It was your post there that directed me here.

I just can't believe the way some of the managers within Best Buy act.  Just reading this board makesme sad that people have to put up with stuff like this just to spend their money in a store.

I also look forward to the Rep on here contacting me, it hasn't happened yet, but I hope they can help me out.

[Karina-BBY Community Connector]

Hi noone13,

I want to apologize for the frustrating experience that you received with the store at the time of your pre-order pickups.

I was able to verify that that you have two 500 bonus points in pending status. Typically the points take up to 35 days to clear out. If by then you still don’t see them pending feel free to reach out to me for further instructions.

As far as the attitude of the manager, I too, believe it is unprofessional and will be filing a complaint on your behalf. Best Buy® wants to provide a hostel free environment, in which you feel welcome into any Best Buy® store.

Thank you for your ongoing business,