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New Member
Posts: 3
Registered: ‎07-14-2017

Best Buy refused to honor a promotion, even though i had confirmed the promotion on the phone

Hello,

 

I was made aware of the $75 gift card trade in promotion (see here) where Best Buy agreed to provide 1 x $75 gift card per working laptop, limited to a maximum of 3 trade ins per person per day.  On 7/11, i called store #882 and spoke with a manager and asked, "i have 10 laptops, i would like to trade them in, can i do so?" and she replied, "yes, but you can only do 3 per person per day".  I said, "and i would get a $75 gift card for each one?" she said "yes, as long as they turn on".  so on 7/12, i make the trip to the store with a friend and wait in line to do the trade ins.  Long story short, I am offered a paltry $15 per laptop, and i'm told that the promotion, that was supposed to last until 7/15, had been cancelled early.  I told them i already had managers approval, but the geek squad employee said, "the system won't even allow me to give you that deal anymore".  the manager i talked to said there's nothing they can do, so i should contact best buy customer service.

 

I contact Best Buy customer service, explain what happened, and they said the store would have to deal with it, and there's nothing corporate could/would do.

 

I call the store, and speak to a manager, who said that it was a corporate decision and i had to contact them.

 

I contact Best buy customer service again, tell them what the store said.  At this point, i had been bait-and-switched and lied to and i was angry, so i explained the whole situation the the customer service rep that i was talking to, only to find out 15 minutes into my complaint that i had been sent to the wrong department, and there's nothing that particular rep could do.  I had called in and spoken to an operator and asked to be connected to the complaints department, but i was given to product support, who were unable to even make note of my complaint.  

 

Now, for some related backstory.  About 15 years ago, i was charged a $25 service charge for something that i had already confirmed wasn't supposed to have a service charge.  I was completely in the right, but Best buy wouldn't give me my item back until i paid them the $25 fee (this was a warrantee repair that was supposed to be free).  After much arguing, Best Buy stayed petty and forced me to pay the fee, so i did.  I spent the next few years bad mouthing best buy to friends and family, until i had documented proof that i had personally cost best buy at least $250 in lost revenue by having people in the market for electronics buy those electronics from anywhere buy best buy.  

 

This time, Best Buy not honoring their promotion has cost me 10 x $75 = $750.  This money was supposed to go to a nonprofit to provide help to at risk populations.  Because of this deception, because of this bait-and-switch, I have put Best Buy on notice that I will loudly badmouth them to friends, family, clients, and the internet as a whole until I have collected at least $7,500 in receipts for purchases deliberately redirected away from Best Buy.  

 

I do this because there must be consequences for companies who are dishonest and engage in bait-and-switch tactics.  It does not matter to me, the consumer, if your company's back end sponsor has withdrawn their support for a program.  If you advertise a program, you are on the hook if people actually use it.  

 

I will be willing to forgo my crusade iff Best Buy simply honors the original deal.  I give them 10 laptops, they give me $750 in gift cards.  I am not asking for extra, or anything above and beyond the original terms of the promotion.

 

Bad customer service has consequences, make this right.

Posts: 7,939
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Registered: ‎09-29-2008

Re: Best Buy refused to honor a promotion, even though i had confirmed the promotion on the phone

Hey librarian,

 

Thanks for posting this to our forum, and for joining our community. Given you thought you were going to receive $750 in Best Buy gift cards for these ten laptops, I can of course understand you being upset we ended this promotion early.

 

I do have to point out that Best Buy reserves the right to end a sale or promotion at any time for any reason. In addition the terms of this offer specifically said "limit of 1 trade-in per person"; this limit wasn't per day, but instead was applicable to the life of the promotion. The terms of this promotion also stated "Best Buy reserves the right to refuse any trade-in or to limit quantities for any reason". Best Buy will not be able to provide you $750 in Best Buy gift cards. If you need further clarification in this matter let me know.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-14-2017

Re: Best Buy refused to honor a promotion, even though i had confirmed the promotion on the phone

The problem i have is that i called the store, explained my plan, and was given the go ahead to execute as i laid it out, 3 laptops, per person, per day, at $75 each.

 

If i had to jump through hoops to turn them in, i would have, as i know enough people handle the 1 per person red tape, the problem i have is this: i verified ahead of time, and then was stymied.

Highlighted
Posts: 7,939
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Best Buy refused to honor a promotion, even though i had confirmed the promotion on the phone

Hey librarian,

 

I completely hear what you are saying, but the store management does not have the authority to change the terms of an offer. They could have of course just given you $750 in Best Buy gift cards, but that would not be part of this promotion; instead it would simply be the store giving away $750, which would hit the store's bottom line. If you are still looking for a resolution in this matter you would need to work exclusively with this local Best Buy store's management moving forward.

 

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!