Points, Policies & Certificates

[bird4027]

So, let me explain my situation.

I had ordered a Samsung Galaxy S21 Ultra recently. The only reasont I purchased it was because I had the birthday reward. I had it been delivered in a bubble coated poly wrap package (stupid in my opinion). The package was empty and torn open when dropped off.

I was able to get the order cancelled, but the birthday discount was never reissued. I called and went to chat support over this issue. I was told both times that once a coupon is used, it cannot be reissued. I understand losing it if I wanted to return an item (because that is my choice), but to lose it on a basis that wasn't even my own fault is not right.

This is how I see it: because the phone was more than likely stolen before arriving at the shipping destination, I have to repurchase the phone at full price? Why? The circumstances were not in my control, yet you can't help one of your members as if everything is their fault.

I am tired of calling so many times (at least 10 times over the same subject, plus a couple over the birthday discount), I am tired of the whole situation, and I have grown overly frustrated over the matter.

[bird4027]

There is more to this

When I first called Best Buy on the incident (October 8), the rep I talked to helped try to get a replacement phone sent to me. That ended up hurting me more than helping as:

1) Best Buy canceled that request as their initial investigation found that I "received it". Obviously I never did.

2) when it was found that the UPS claim was issued, Best Buy could not send a replacement as their policy only allows one attempt at replacing a device. So the only option at that point was to cancel.

If I could get that first replacement to begin with, I never would have to fight for this discount.

[SeanM-BBY Social Media Specialist]

Good afternoon, bird4027,

Welcome to our forums, and thank you for sharing your experience with us.  Missing out on a birthday coupon is one thing, but to hear you’ve been having some issues receiving the phone you’ve ordered with us would be an understandably frustrating experience. 

I’d like to take a closer look into this matter and offer any additional assistance I can, however, I’ll need a few pieces of information from you in order to do so.  If you could 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 you can imagine, we’ll want to keep this sensitive information out of the public view of our forums, so be sure to use the blue “Private Message” button in my signature to get this sent my way.  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,

[bird4027 · Accepted solution]

I was able to finally get someone over the phone on Monday to get the situation taken care of. I had posted this on this and Twitter to get any additional responses. Both ended up getting replies today. Thank you for your reply.

I had gone through every avenue to get some kind of support and was frustrated up until Monday's call. I have another issue, but it is out of the scope of the ticket (regarding the packaging that it was sent in), so I don't expect this to be answered in this forum post.

Both phones were sent to me via a bubble-lined poly mailer. It would have been better if it were sent in a box to hide the contents of the packaging much better. This will be another post more than likely.

Thank you again!

[SeanM-BBY Social Media Specialist]

Thank you for following up, bird4027, and I'm glad our phone support teams were able to provide you the assistance you're looking for.  

If you ever have any other issues with your Best Buy experience in the future, feel free to return to our Support Forums any time.

All the best,