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New Member
Posts: 2
Registered: ‎12-18-2020

Poor customer service

I just got off the phone with a customer service rep. I had the most frustrating experience that I have ever had. The person was dismissive and would not transfer me to a superior when I asked to speak to someone. They showed completely zero willingness to help resolve my issue. My issue was that I purchased an Apple watch which came with a promotion of a free watch band. I needed to go to the store to pick up the band. I missed the date that I was supposed to pick up the band. Ironically the watch, which was to arrive at my house 1 1/2 weeks ago, has yet to arrive. When I went to the store they told me I was no longer eligible to recieve the band because I missed the deadline. The manager told me they could not do anything in store and I needed to call Best Buy customer service. When I called customer service they told me it was my fault because I missed the deadline and they were not able to do anything about it. I asked to speak to a manager or someone who had the authority to help me. They said the managers and supervisors were too busy to take calls. I have been a loyal customer at Best Buy for years but I will never shop there again.

Posts: 11,424
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Registered: ‎11-10-2008

Re: Poor customer service

Unfortunately BBY is not required to honor any promo pricing or special offers past the date that it expired on. Any exception is made on a case by case basis. They can't be at fault for a customer missing the deadline on any promotion.


Due to the policies in place BBY is unable to extend the promotional periods and if you ask for an exception, their word on the phone is usually final.

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
New Member
Posts: 2
Registered: ‎12-18-2020

Re: Poor customer service

Nobody is obligated but it is their promotion. I find it ironic that I am being held to a higher standard than they hold themselves to. The Apple watch I ordered is over a week and a half late and I have no recourse. They set the rules and can do what they want with their promotions I just think it sends a really bad message. With all that said my complaint is not necessarily about that but the poor dismissive attitude of the customer service representative and their unwillingness to connect me with a supervisor or manager. 

Posts: 6,667
Topics: 227
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Registered: ‎08-21-2017

Re: Poor customer service

Hello, TimD,


Welcome to our community forums. I appreciate you taking the time to write to us about your recent order experience. As an Apple Watch owner I can certainly understand how nice it would be to receive an additional watch band with your purchase. I would be glad to see what options may be able to assist you with this purchase.


I do have some questions after reading your message. It sounds like this watch band was cancelled because it wasn't picked up within five days, is that correct? While we are unable to reinstate an order or product once it has been cancelled, I'd like to take a closer look at this for you. 


I'd like to start off by reviewing this order. Can you please send me a private message that includes your:


Full name

Email address

Phone number 

Order number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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