Manufacturer Warranties and Protection Plans

[kellytw6]

Does BB have a written coupon policy? I tried using an online coupon for MegaMind DVD today and was told that you cannot combine a coupon with a sale item. Why do they care how much I paid for it when BB will be reimbursed the coupon price by the manufacturer? Doesn't seem to right to me.

[AaronE]

I don't know if there's written policy somewhere accessable on the internet or not but I routinely use the Disney coupons on BluRay combo packs and have no issues.

Did you ask to speak to a manager while you were in the store? It's possible the associate needs some additional coaching.

[Melissa-BBY Senior Social Media Specialist]

Hi kellytw6,

I apologize for the delay in my response to your coupon question. I was disappointed to read that you were denied using a coupon towards the purchase of Megamind based on the movie being on sale.

If the coupon you had was a valid manufacturer’s coupon, including the manufacturer’s coupon label, the manufacturer’s address and a scannable barcode, then the store should have accepted it. Unfortunately, we do not have anything publicly written regarding our coupon policy, however this is written for the store to access in our systems.

I would like to discuss this further with you to gather some additional details, and I am sending you a private message to begin that discussion. 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.

[nugent]

Clearly the manufacturer coupon policy is still unclear to your associates. 

I had an unpleasant encounter today with a rude BB cashier while attempting to use a valid manufacturer’s $3 coupon from Universal Studios on a Blu-ray.  Cashier rudely informed me that they did not accept these.  I asked her to check with the manager.  She came back and informed me that they weren't supposed to be but "just this one time as a favor" SHE would accept it.

I have no interest in being treated like a thief or done any "favors" because I use a valid manufactures coupon.

How hard is it to establish a policy and inform managers and workers?

[rellarillear]

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nugent wrote:

How hard is it to establish a policy and inform managers and workers?

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And yet, when there are clear policies and they are enforced, customers feel they should be bent, or that their situation should be the exception.

Clearly that doesn't make folks happy either.

[nugent]

So your suggestion is there should be no written policy and that they should just "wing it" and "make it up as they go along"?

Yeah, that sounds brilliant. 

In the situation I described please point out "how the customer wanted the policy bent" or an exception made to the policy posted by the BB rep above?

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rellarillear wrote:

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nugent wrote:

How hard is it to establish a policy and inform managers and workers?

---

And yet, when there are clear policies and they are enforced, customers feel they should be bent, or that their situation should be the exception.

Clearly that doesn't make folks happy either.

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[hydrogenwv]

He wasn't talking about your situation, but a more in general thing.. A lot of people come here expecting Best Buy to enforce policy, while others come here and think that they deserve an exception, for some reason or another. In this situation, his point was moot.

 There is NO reason not to accept Mfg coupons. The store gets reimbursed the full amount of the coupon by the Mfg, and sometimes even a little extra (from my understanding). I've never worked retail, and I'm aware of this. I'm pretty sure this is part of 'Retail 101'.

  I think in some situations, though, new employees inundated with material from training could forget/neglect/etc. the differences between a store and Mfg coupon. The fact that Best Buy (and most stores, I believe) do not accept store coupons on sale items, but must accept Mfg coupons no matter what could be a point of confusion. Speaking with the manager was the best idea.. or trying to.. but it sounds like you were faced with an employee that prefers to continue to maintain a lie (or just be rude) to save face instead of admitting she was wrong... A Community Connector will make sure the proper people are notified.