Points, Policies & Certificates

[imleonid]

Hello, I'm looking for help or advice with this situation:

I purchased an item over the phone on Feb. 2. I asked if I can use a discount coupon (10% off a single item with my BestBuy credit card) and the aggent assured me that it will be applied. Unfortunately, when the charge went through it was the full amount and the agent transfered me to another team to help; they looked into this and said that I will be getting a 10% credit applied back to the credit card within 48 hours.

20 days later - no credit, and I spend nearly 10 hours on the phone with the customer service trying to figure out what is happening and got transfered betweeen the teams countless times - e.g. got transfered to the credit card team who  said that they don't see anythin on their end and it is the purchase team that I should actually be speaking with; the purchase team said that it should actually be some other team that can help, and so on - it goes for hours!

A few times I eventually reached some agents who confirmed that the credit will be coming "soon" - first it was within 48 hours, then it was two weeks, but nothing happened.

Had I been simply told that the discount will not be applied, I would not have made the purchase. The agents also confirmed that the credit is coming and I kept waiting. Now it is out of the return period and I do not know what else I can do at this point because calling customer service proved to be a giant waste of time. 

BestBuy advertises "VIP" support for its TotalTech members but this whole experience with a false promise and being stuck in a loop has been increadiby frustrating and just makes me want to cancel my TotalTech membership and shop elsewhere - what is the point of being a TotalTech member if a most basic problem like this canot be resolved in a reasonable time?

[KatieR-BBY Social Media Specialist · Accepted solution]

Hi there, imleonid,

Thank you for joining the Forums, and for connecting with us here. 

I can understand your frustration with not receiving a promised discount, and would like to see what I can do to help. To better assist, please send me a private message with the purchase or order information, along with your full name, phone number, and email address. You can send me a private message by logging into the Forums and clicking the blue button across from my signature on this post.

Regards,

[imleonid]

Just wanted to say a huge thank you to Katie for reaching out to me and helping investigate and resolve this situation! I really appreicate it!

[KatieR-BBY Social Media Specialist]

Thank you for reaching back out! I was happy to get that taken care of for you. 

Regards,