Add Product

Search Results:

Reply
New Member
Posts: 5
Registered: ‎03-04-2021

Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get new coupon

[ Edited ]

My case/ reference number is {removed per forum guidelines}. I recieved $400 coupon when I enrolled in networking course. I used it on 11/27/2020 to buy a laptop. Before even I recieved the laptop I liked something else so I called Best Buy Agent on 12/17/2020 to ask whether I can return that laptop and use the coupon on different laptop. Best Buy agent told me that I would get new coupon of $400 after returning this laptop. So, just to be safe I asked him to put that info into the system that I called about it and he told me that I will new $400 coupon to use. He did put it into notes. 

 

Long story short I returned the laptop on01/03/2021 in sealed box. I  called them so many times regarding coupon, first they told me it would take a month to get coupon in mail. No progress. So, I called them again on 03/02/2021 and they told me that they will open a case and I will get a call back in 24 hours. Nothing, so I called after 48 hours and stayed on the phone for 1 hour 44 mins. This time they told me coupon was one time use and they can't do anything about it, best they can do is give me 10% off on my next purchase. I asked them about notes they had in the system under my name and they admit their agent gave me wrong information. On last call I talked to one of supervisors Carlos and he told me it stated on their website about coupons and they can only be used once. So, my question if he is referring me to their website for policies to being obvious then I'll say the same thing why not train your agents with right information. The only reason I called first time before returning the laptop is to make sure that I would get new coupon otherwise I would have kept that laptop. Isn't that obvious!

 

Who made a mistake of giving wrong information? Their agent did but it cost me $400. How hard is it to give me credit for $400? 

Posts: 4,728
Topics: 50
Kudos: 462
Solutions: 289
Registered: ‎11-29-2016

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get new...

Good afternoon, rhayer,

 

Welcome to our forums, and thank you for sharing your experience with us.  It sounds like there may be some confusion regarding the status of your coupon after your order was returned to us, so I hope to provide some clarification.

 

As it sounds like Carlos mentioned, once a coupon is used, unless otherwise stated in the coupon’s terms, it is a one-time use coupon, and would not be available for reissue.  I regret any further disappointment this news may bring.

 

With that said, I would like to review your order further, to make sure we’re exploring all options available.  For me to do so, I’ll ask that you use the blue “Private Message” button in my signature to send me:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number

 

As mentioned, be sure to use the blue “Private Message” button in my signature to send me this information, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎03-04-2021

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

Hi Sean,

 

Thanks for responding. I don't understand the confusion part. So, calling best buy customer service to clear the confusion was it right or wrong? One of your agents gave me the wrong information thus creating confusion part. Please do check the notes he made on 12/17/2020 which says that I will get a new coupon after returning the laptop. Can you please verify that or just copy and paste his notes for the call on this forum too. 

 

 

Posts: 9,656
Topics: 1,345
Kudos: 702
Blog Posts: 0
Solutions: 312
Registered: ‎11-10-2008

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

For privacy reasons the notes can't be posted on a public forum but if you want this they can share with you in a private message.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
Posts: 4,728
Topics: 50
Kudos: 462
Solutions: 289
Registered: ‎11-29-2016

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

Welcome back to our forums, rhayer,

 

The confusion appears to be stemming from the information you mention receiving after your order was returned, and I apologize for any inconvenience this conversation with the phone agent you spoke to has caused.  To clarify, once an order is returned, the coupon you’re referring to would not be reissued, as it is intended as a one-time use coupon.

 

I see you’ve also sent me a private message, and I’ll be replying to your message momentarily.  To read my response, you’ll need to log into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎03-04-2021

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

Hi Sean,

 

Please read my initial comment. I provided dates on it. I talked to phone agent before I returned my laptop. I will break it down over here step by step

 

1. On 17 Dec 2020 I talked to the agent on the phone asking whether I can get the new coupon if I return the laptop. He said "YES" and like I said check the notes for that particular date.

 

2. I returned the laptop on 3rd January 2021.

 

Now, can you please verify this? Please don't give me a vague answer. 

 

I called to get the right information before returning my laptop so I won't lose $400. But guess what it didn't even matter Best Buy is not owning their mistake and putting all the blame on me and thus calling it confusion on my part.  

 

 

Posts: 4,728
Topics: 50
Kudos: 462
Solutions: 289
Registered: ‎11-29-2016

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

Good morning, rhayer,

 

Thank you for following up with us here on our Support Forums, and restating these dates for me.  I’d like to make sure we’re on the same page moving forward, so I’ll try to keep my answer as clear as possible. 

 

The coupon you’ve used for your order is a one-time use coupon.  If your order is returned, the coupon would not be reissued, as outlined in the terms and conditions of your coupon. 

 

I see you’ve also provided me your information via private message, and will be replying to you there shortly.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎03-04-2021

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

Good Morning Sean,

 

Can you please verify the notes taken by agent on 17th Dec. Please let me know what exactly was written down by him. You don't have to post it here in public forum. send me private msg. Thanks.

New Member
Posts: 5
Registered: ‎03-04-2021

Re: Bought a laptop using $400 coupon & returned it after bestbuy agent confirming I will get ne

One thing I don't understand is Best Buy is very stickler to their policies. What is point having those polices if one of their agent gives out wrong information then customer had to deal with consequences.