Points, Policies & Certificates

[NewtonsApple]

[Sorry it is long, writing this right after incident]

I purchased a computer and accessories via in store pickup today and wanted to use my x2 points before expiring today. I was told by two separate employees at my local store, which was out of stock, that it qualifies for the double point coupon and to just let the store I am picking up from know. I ordered from another store, but had the sale canceled due the website saying the item was available for pickup but then the email came back an hour later and said it was out of stock. I called the number given and the representative could not change the delivery for some reason to store-to-store delivery so she just canceled the orde and told me to order again. I ordered in-store from a more distant location and called about my points. The employee I spoke with talked with the manager and said I could of course get the points, I only had to call the rewards center again. The center said the store must do it and I only needed to call the store back and give my reward zone user name. After telling the employee from the previous call what the center said, she began being rude to me, even cutting me off to put me on hold without warning. I was told Yes and No back and forth until I was eventually told I had to cancel yet again and resubmit my order. I told them I could not, as I would have well over 3k (bank will not refund until later in the week) in charges and could not afford it. The employee said “oh well, that is your only option.” I asked to speak to a manager and I was put on hold for almost 10 min, than the phone rang for 4. Now I was upset and not letting it go, even though it seemed they are trying to ignore me or brush me off. I hung up and called back and the phone rang twice than was immediately put on hold again for 5 min. When the manager picked up the speaker phone was on and I heard someone in the back ground saying “shhhh.”I got no response from the manager when I said I know I am on speaker phone. I said good day and hung up. I am appalled at the disrespect by management and staff. I would appreciate information anyone could offer regarding how to get the double points or even the best way to handle customer service issues. Thank You.

[Walrus]

I'm sorry but the coupon states right on it. "Not valid on amy BestBuy.com order, including store pickup."

The employees you spoke to were wrong. They probably didn't know you had ordered online and were using in-store pickup and/or didn't read the fine print on the coupon.

So, no. You can't get the x2 points on this based on your own use. You need to read the fine print and not use in-store pickup for these types of coupons. Again, I'm sorry you used the option that voids the coupon.

[Mike-BBY Community Connector]

Hi NewtonsApple,

Thank you for writing in.  I am sorry to hear of the conflicting information you have been receiving in regard to our 2x points coupon we put out over the last couple weekends.  One of the only restrictions on this offer was that they were valid on in-store purchases only, not online for home delivery or even in-store pickup.  

As such, there was no way for the store where you went to pick up the items to attach the coupon to your purchase.  I would like to continue the conversation with you regarding your customer service concerns.  To that end I will be sending you a private message.  To check your messages, click on the envelope in the upper right corner while logged into the forum.

Thanks,