Best Buy Store Purchase

[RAGIBBS]

On 4/3, my son and I went to the Best Buy store in Hickory NC and purchased an Xbox Live card, an NBA2K21 game, and an NBA2K21 VC card. The sales associate advised that the VC redemption code is printed on the receipt and highlighted the code. When we arrived home, my son attempted to enter the printed code in his new NBA2K21 game, and it was rejected. Upon further review, we noticed that the code printed on the receipt is for the NBA2K20 game. It was NOT for the game we purchased and it was NOT the VC card we purchased and have in our possession. It was after store hours and the store was closed the next day on Easter. I traveled back to the store on 4/5 and spoke with a manager and sales associate, Alex {removed per forum guidelines}/Chandler {removed per forum guidelines}, who advises that although they could see in my hand the NBA2K21 VC card that we purchased for $49.99, and see that it does not match the code printed on the store receipt, that this is a Microsoft issue and there is nothing that can be done at the store level. 


I contacted Microsoft and obtained a case # {removed per forum guidelines}. The representative researched the issue after I uploaded pictures of the front and back of the VC card along with a copy of the receipt. The Microsoft representative stated that this is indeed a store issue as they provided a code that is non-usable and that the local retailer should have provided a new card. My son attempted to redeem the incorrect code on the NBA2K21 game, which did not work, but because the code was actually redeemed, Microsoft could not issue a new code even though the redeemed code did not work for this game. 


Three hours later, I learn I have no recourse because the retail store refuses to accept responsibility for this error. The sales associate should have reviewed the information upon scanning the VC card to determine that it did not match what came up on the sales register. I am certain that as probably is the case with everyone who attempts to file a formal complaint, we have spent a lot of money over the years at this Best Buy store. Because the store manager, Alex {removed per forum guidelines}, did not attempt to offer a solution, such as providing the contact number to Microsoft or even offer to contact Microsoft with me, we will never purchase another item from this location. The sales associate and store manager were dismissive and rude. Customer service and consumer sensitivity training would be greatly beneficial for these individuals. Best Buy has basically stolen my money, but that knowledge would have been a little easier to swallow had they not acted like they knew that we were ripped off and passed the issue to an unrelated party. I gave Best Buy my money, they should have refunded it and then taken it up with Microsoft, but Microsoft was more helpful than the store and adamantly claims that it is indeed a retailer issue that should have been resolved at the store level.

I am a very disappointed former customer.

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Sincerely,

Rachel {removed per forum guidelines}

[Meg-BBY Social Media Specialist]

Hey, RAGIBBS,

Thanks for reaching out to us, and welcome to the Best Buy Forums. I'm so sorry to hear that your item was rung up incorrectly, and that the managers you were working with were unhelpful in store. This doesn't sound like the service that we strive for, and I apologize for any inconvenience as a result.

I'd like to take a closer look into this and see what I can do to help. Please send me a private message, utilizing the link in my signature below, with your full name, email, phone number, and customer PIN from the receipt. 

Best,

[RAGIBBS]

{removed per forum guidelines}
Rachel {removed per forum guidelines}
{removed per forum guidelines}
Member ID {removed per forum guidelines}

[Meg-BBY Social Media Specialist]

Hey, RAGIBBS,

Please utilize the link in my signature below to send me a private message. You may also use this link to message me directly.

Best,