02-12-2021 02:12 PM
I recently purchased an open box Dell Monitor in the store that stated it was in "excellent" condition and missing no parts. Upon my arrival home I opened it up and everything was nice and clean but it was indeed missing the display port cable that should have been included.
I figured it was fine and I just logged onto my Best Buy account and started a chat with an agent. The agent was nice and told me I had to go into the store to get the cable and I asked her if I could speak to a manager. Not because she was being mean or anything but because I just wanted to explain to her supervisor that it isn't fair to me the customer to have to drive back forth for another 1 hour round trip to get a cable that should have been included in the "Excellent" condition box in the first place.
Upon asking for the manager I waited for about 10 minutes and she came back and said no manager was available but she was authorized to give me a 10% discount for the monitor because of the missing cable. I figured that was a good deal so I accepted and thanked her and she told me she pushed the discount through and I should see it in my account soon.
A few days later I was checking my account to see if it had gone through but it hadn't so I contacted Best Buy support again. The agent was very nice and looked up my former conversation and told me to wait just a few more days so I did.
The next day I got an email from Best Buy that said my request was denied for a refund on my graphics card. I was a little confused but didn't think anything of it until today when I checked my account and still haven't seen the discount. So I contacted an agent AGAIN...
I am getting frustrated at this point as it's now my third time interacting with agents about a discount for my MONITOR and now is when I start to get the runaround. I talked with two different agents and reiterate the entire story for the 3rd and 4th time. I finally asked for the supervisor and that agent then told me it was out of his hands and I won't be getting the discount and that I have to go into the store leaving me back at square one...
Overall I am beyond frustrated with Best Buy. I was lied to about receiving a discount for the missing part, the discount was applied to a completely separate order and then left back at square one after a week and a half of run around. Not to mention the terrible service from the supposed supervisor. I have been a long time customer but this run around just makes me lose faith in them.
02-13-2021 04:47 PM
Hey there, jwhelan88,
Welcome to our community! Although I do wish that your joining were under different circumstances, I appreciate you taking the time to share your experience with us here. I can totally understand wanting to take advantage of an open-box item, and I'm sad to hear that it was missing that display port cable. This certainly sounds to be a unique situation, and I'd like the opportunity to look further into this and assist however possible.
So that I can best assist, can you please send me a private message that includes your full name, phone number, email address, and the Customer Service PIN located near the bottom of your receipt? You can send a secure message by using the Private Message button below in my signature. I look forward to your response!