Points, Policies & Certificates

[Meredith66]

Hi there - 

I received an unsolicited, but much appreciated, email in December 2020 offering 10% off a single item for my birthday month as part of my membership in Best Buy's Elite Rewards program. However, after purchasing an eligible item during that month, I did not receive the discount. I have called customer support and could not get the matter resolved. Here's the scoop:

On Dec 10th I purchased a Dell Inspirion laptop for my daughter's remote learning from the Fort Lauderdale store for $930. At the register I was asked to provide my Elite Rewards membership information. I can tell it was entered into the register because the membership number printed on my receipt.

I realized after getting home that the 10% discount was not included. I should've checked prior to leaving, but was a bit flustered with masks and social distancing. I called Best Buy support to request a billing adjustment and was told the  *only* way I could be helped was to re-box the laptop, complete a return at the store, and then repurchase the same exact laptop in a subsequent transaction. 

In normal circumstances, this would've proved a dissapointing policy, which felt designed to inconvenience a loyal customer. But, we're in the midst of a global pandemic which hit all-time high infection rates in December. I was dismayed that Best Buy would ask me to unnecessarily go back to the store and expose employees, customers, and myself to added health risk. 

I ask that the discount be honored and applied back to the original form of payment. 

Thank you

[nckhammond]

It's basically a coupon a that must be applied during the original transaction. I don't believe there is any way to apply it after. There are also usually a ton of exclusions. Generally laptops would not apply, but any accessories would. The only way to tell would be to go back and read it close.

[Meredith66]

Thanks, appreciate your weighing-in. There was nothing in the fine print about laptops being excluded, nor did the customer service representative I spoke with over the phone cite this exclusion.

We've landed rovers on Mars. I find it hard to believe that an international company that did $43B in revenue last year can't apply the offered discount if they wanted to ;-)

[hockeycanuckjc Community Veteran]

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@nckhammond wrote:
It's basically a coupon a that must be applied during the original transaction. I don't believe there is any way to apply it after. There are also usually a ton of exclusions. Generally laptops would not apply, but any accessories would. The only way to tell would be to go back and read it close.

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I just wanted to second this , there are a lot of exclusions even though you may have not seen them all they are there on other parts of the coupon documentation. I've recieved promotional coupons before not only from Best Buy but also other companies and there are a list of exclusions, pretty much your hopes of using it on what you want are shot down. Good to check and double check the T and C.

[SeanM-BBY Social Media Specialist · Accepted solution]

Good afternoon, Meredith66,

Welcome to our forums!  Our birthday coupon can certainly be a nice perk just for shopping with us (and having a birthday, of course), so it’s disappointing to hear there may have been an issue when attempting to redeem it on your most recent purchase with us!

As it sounds like you’re aware, these coupons are not guaranteed, and are sent out randomly to My Best Buy™ members who have provided their date of birth to us when creating their My Best Buy™ account.  Similar to other coupons we might offer, they would need to be presented at the time of purchase.  If you have any other questions regarding our birthday coupon, we’ve thrown together a handy FAQ you’ll find here, that may prove useful. 

I’d like to take a closer look into your coupon and purchase to make sure we’re exploring all options available, however, I’ll need just a few pieces of additional information from you in order to do so.  If you could send me a private message with the following information:

• Your first and last name
• Your phone number
• Your email address
• The “Customer Service PIN” from the bottom of your receipt

To send me this information privately, be sure to use the blue “Private Message” button in my signature.

Looking forward to hearing from you,