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New Member
Posts: 2
Registered: ‎08-12-2017

Bad experience w/ order not working on Samsung phone, runaround in store

I wanted to write an email after a frustrating experience with Best Buy this past Friday and Saturday.
On Friday, Best Buy was running a one day sale on the Samsung Galaxy S7 Edge for $7.99/month for 24 months. I spent about 30 minutes trying to order this phone, but every time I got to the final order page it said there was an error with Best Buy connecting to Verizon to retrieve their terms and conditions for the order.
After spending 30 minutes hoping the system would come back on-line, a prompt told me to fill out my information and that I could go in store and finish the order. At this time it was almost midnight, so the stores were all closed. I knew the price would change but I was hopeful that since I filled out that form it would save my order in place.
This morning I called Best Buy to ask if I could still get the price and was told to come in to the store and that one way or the other they could get the deal correctly setup. The nearest Best Buy with the Samsung Edge S7 in stock was about 25 minutes away, so we drove over there to finish the deal.
The workers at the Store 316 were incredibly nice and called corporate to find a solution to the website issue. They were told this was an issue for many customers, but that there was nothing that Best Buy would do about it. At that point obviously the store said there was nothing more to be done.
I am frustrated that the website was not operating correctly to get the promo price and that I spent 30 minutes trying different ways to order to get it to work. I am beyond frustrated that I was told to go to the store the next day and that they would find a way to make the deal work after I filled out the form the night before only to be told that they were aware of the issue at corporate but refuse to do anything about it.
I wasted over 30 minutes last night and well over an hour today calling and driving back and forth to the store just to be told that they would not do anything after being told my order was saved and they would find a way to make it work.
I really hope Best Buy can find a solution to this - I know one day sales are difficult, but to have the website not work correctly at night and then be told to drive to a store only to be told they wouldn't do anything is beyond disappointing. I could've spent that hour+ today much better than driving roundtrip to be told the exact opposite of what I was told over the phone, and I reallly hope there is a way to make this order correct. It is a difference of $168 from today's price and they were in stock when I tried repeatedly to order online. I am not sure why it could connect with Verizon for my upgrade info but not to get the terms and conditions, but that's what happened over and over last night.
Please let me know if there is any way to make this order happen as it should have - I would really appreciate any help.
Thank you!
New Member
Posts: 2
Registered: ‎08-12-2017

Re: Bad experience w/ order not working on Samsung phone, runaround in store

Monday afternoon bump to thetop Smiley Sad

Posts: 8,683
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Registered: ‎09-29-2008

Re: Bad experience w/ order not working on Samsung phone, runaround in store

Hey nopey23,


Thanks for reaching out to us here on our forum, and I am sorry if you kept getting this error message causing you not to get this deal on the Samsung Galaxy S7 Edge. Since these offers actually come from the carriers it would not be possible for us to provide a customer an offer that is no longer valid.


With that said I would like to see if there is something we can do for you, and I am sending you a private message. To check your messages log into the forum, and then click on the letter icon in the upper right-hand corner of the page.



Allan|Senior Social Media Specialist | Best Buy® Corporate
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