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New Member
Posts: 2
Registered: ‎08-08-2017

Very disappointed and frustrated customer

[ Edited ]

Good evening,

 

On 5/13/17, my husband and I went to the Fairlawn store in Ohio to buy a Samsung Galaxy S8 since there was a promotion going on and we thought it was a good deal and perfect time to buy it.

 

Part of the promotion was to receive an entertainment kit which included a Memory card, a phone case and a 6 month subscription to Netflix. We were very excited about getting all this package by buying the phone on top of the $100 Best Buy gift card which we received the same day of the purchase.

 

The person that help us told us that the entertainment kit would arrive in about 3 weeks or more to our house and we just needed to wait for it. We kept waiting patiently for it to arrive; however, when we noticed that it was taking such a long time, I decided to call Best Buy.com to get the "surprise" that this enterntainment kit was a promotion by Samsung and not Best Buy which we never were told and that we needed to register online. By the way I was transfered many times and was probably in the phone about an hour before I was given a straight answer. The person I talked to on the phone said that person at the store should have given me the right information and where to register at...well, I wasn't given any information at all. As a matter of fact, I was told it was a Best Buy promotion.

 

I tried to login to the Samsung website to register to get the kit and found out that I was too late to register and nothing that can be done. I called Best Buy again and was told they couldn't do anything but to file a complaint online or go to the store. My husband went to the store and explained what happened and was just told that the manager was not there and couldn't be helped. I would like to know how I can file a complaint to corporate for the lack of communication and misguided information I received. I couldn't find a link to send an email to corporate for a complaint since over the phone, they told me they couldn't take my complaint since I bought the phone in a store and not online.

 

My customer service pin is: {removed per forum guidelines}

 

I would like to know if there is something that Best Buy can do through Samsung to get the "promised promotion". Samsung said they couldn't do anything since Best Buy was the one that give us wrong information.

 

Thanks!

 

Cynthia

Posts: 8,325
Topics: 83
Kudos: 334
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: Very disappointed and frustrated customer

Hey CynthiaDM,

 

Welcome to our forum, and I am sorry if this store set incorrect expectations for you in regards to this promotion while purchasing a Samsung Galaxy S8. I do vaguely remember this promotion and yes a customer would need to register their purchase with Samsung in order to get the promotion. Now that this promotion has ended Samsung would not be able to get you these promotional items.

 

I would like to see if there is something Best Buy can do to get this resolved for you, but I need some information first. What was the exact memory card that was part of this promotion? What phone case was Samsung providing customers participating in this promotion?

 

I work at our corporate headquarters, and I can definitely file a complaint in this matter.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-08-2017

Re: Very disappointed and frustrated customer

Good evening Allan,

 

Thank you for your prompt response. From what I recall, the promotion included a 64GB microSD card and a clear view standing cover plus the free 6 month subscription to Netflix.

 

I appreciate that your are able to file the complaint and that you are working on getting us a solution.

 

Thank you!

 

Cynthia

Highlighted
Posts: 8,325
Topics: 83
Kudos: 334
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: Very disappointed and frustrated customer

Hey CynthiaDM,

 

Thanks for the information I requested. I am sending you a private message with additional information. To check your messages log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!