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Regular Member
Posts: 33
Registered: ‎12-11-2008
Accepted Solution

Promotion not applied after order placed and rep assured it would be

I spent about 45mins on chat with a rep earlier today regarding a current promotion (https://www.bestbuy.com/site/promo/save-on-select-titles) that was not applying to the two titles from it that were in my cart. After a long back and forth, he assured me that I could go ahead and place the order and he would credit the difference back, but by that time the one of the items had gone out of stock again, so I asked him to make a note and if it came back in stock, to order and chat again, and they would honor it.

 

About an hour ago, I noticed that that item was now back in stock, and was able to place an order, so I did. I got back on chat, and was almost immediately transferred to someone who initially seemed willing to help me. He then checked with someone, who apparently told him that because said item was out of stock (again), that he could only give me the difference on the other item. This makes zero sense to me as it is a Best Buy promotion of two for $20, not a pricematch or anything like that, and my order status already shows it's being packaged, so I can't cancel anymore and will have to deal with a refund. He then offers what seems like an arbitrary amount off, instead of the full difference, and because I'm a good customer [sic] he'll give me $1.49 off the now-out of stock item. I refuse this offer, and immediately the chat says it has been ended by him.

 

Since he claimed the offer wasn't applied because one of the items was out of stock (which makes no sense, since the page literally says the discount will show in cart, as do most/all Best Buy sales like this), I added two different items from the promotion page to my cart and there's still no discount shown, so that debunked that. I'm not sure what's going on with the promotion/sale.

Is there any way you can help with honoring this sale properly, so I don't have to deal with a return? Can provide the usual info, order # etc. via pm. Thank you.

Posts: 83
Topics: 1
Kudos: 9
Solutions: 4
Registered: ‎11-24-2021

Re: Promotion not applied after order placed and rep assured it would be

Hello, impasse,

 

Thank you for posting on our Forums today. I am saddened to hear that our chat agents were not able to assist you. I am always looking to get the best deal possible when I shop, so I completely understand you wanting us to look into this for you. I have looked at the promotion and I would like to assist you. Please send a private message including your full name, email address, phone number, as well as the items you would like to purchase. 

 

I look forward to hearing from you.

 

Regards,

Lisa|Social Media Specialist | Best Buy® Corporate
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Regular Member
Posts: 33
Registered: ‎12-11-2008

Re: Promotion not applied after order placed and rep assured it would be

just as an update for anyone curious, Lisa did attempt to resolve the issue but did not seem to fully grasp the promotion and only partially helped; I then clarified what it was supposed to be, and after stating she would look into it further and follow up with me, went AWOL. After a couple follow up messages, Derald then stepped in to attempt to resolve it, but after I guess not reading this thread, misunderstood my issue, and after again explaining the issue in full, he also said he would look into it, as of this posting has yet to respond to any of my messages since late Monday.

 

So, more than three weeks after ordering, and spending an hour or so trying to resolve the issue, I simply wound up returning the items on the last day of the return period. I guess maybe it's time to get used to Best Buy customer service failing to follow through on their promises. Best of luck to anyone else attempting to get Best Buy to follow through with not falsely advertising a sale.

Social Media Specialist
Posts: 121
Registered: ‎10-12-2021

Re: Promotion not applied after order placed and rep assured it would be

Hello, impasse, 

 

I hope you are well today. Thank you for taking the time out of your day to reach out to us here on our Forums. We always strive to provide the best service possible. I love getting great deals myself so I can understand how you are feeling. I would like to see if I can assist in any way. To start could you send me me a private message with your full name, phone number and email. To send a private message simply click the blue button to the left of my signature. 

 

Thanks, 

^Ezra 

J.Ezra|Social Media Specialist | Best Buy® Corporate
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