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 Company coupon policy.
Posted Sun March 7, 2010 2:20 pm, by Steve P. written to Best Buy
Write a Letter to this Company | Rate this Company
Dear Mr Schulze,
I received a best buy coupon for $10 off H&R Block At Home Tax software and a free DVD (valued up to $20) to be used during the first two weeks of February. On February 3rd 2010 I purchased the software at your location in Jackson, MI. I was glad to see the software was on sale for $39.99 (regular retail of $44.99). When the sale was finalized I noticed that the DVD was free (the one I selected was $14.99), but the $10 was not taken of the software for the coupon. I asked the cashier about this (she was very polite and helpful) and I was directed to the customer service area.
At the customer service desk I explained to that cashier what was wrong (she was polite and helpful. A manager walked by and stated $5, then he walked off. She then started processing a $5 refund on the software. I explained to her that the coupon was for $10, she said that the coupon stated not valid with any other discounts. I then pointed out that the coupon stated not valid with any other coupons, the sale is not a coupon and that I should receive $10 back. She said she was authorized to refund $5.
I asked her to please contact a manager for me. She said that the manager was the one that said $5. I had her call him over any way. He approached and I stated my case (his name is Ken, and is the same one that said $5). He told me I could have the $5 refunded or the entire purchase refunded, my choice then he walked away. He was a poor representative of your company and very rude.
I was dumbfounded and accepted the $5. I then went home and filled out the on line survey from the receipt (the day of the purchase February 3rd). I submitted my personal information and have not heard from the letter.
On February 23rd (approximate date) I went to your web site and submitted another complaint, the email form I submitted stated I would hear a response in three business days.
I have heard nothing yet. I am very disappointed that after two attempts I have not had a response from your management team.
The numbers to identify the transaction from the original purchase are:
XXXX XXX XXXX 02/03/10 XX:XX XXXXXXX
The numbers from the $5 that was refunded are:
XXXX XXX XXXX 02/03/10 XX:XX XXXXXXX
Refund my $5.
Thank You for looking into this matter,
 Reply
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by Bammers Posted Tue March 9, 2010 @ 7:15 PM
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I was just able to read your email, we?ve been backlogged and I
absolutely apologize that we haven?t been able to respond sooner.
Best Buy takes great pride in providing a fun and easy shopping
experience for our customers, and I am disappointed we did not meet
your expectations when you purchased your H&R Block software.
We value you and your business and I would be happy to offer you a $5
Best Buy gift card, the amount you were not able to get back at the
store. If you would like to accept the gift card simply reply to this
email with your current mailing address.
I apologize for the poor experience you had in our Jackson store and I
hope to hear from you soon!
Sincerely,
XXXXX
Best Buy Consumer Relations
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"the coupon stated not valid with any other coupons"
If that was indeed the only disclaimer with this coupon, then I'm
completely on your side. I have combined coupons with sale items and
have done so at many stores, most recently at Target where I had store
coupons for many items that were on sale. This is not unheard of.
Yes, I'm aware stores set their own policies regarding coupon
redemption, but to me, a sale price is a discount, not a coupon. If
the coupon said, "Not valid with any other discount or offer", then I
would be on the side of Best Buy.
At the very least, their coupons need to be worded more clearly.
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Yes BUT
by _)oey Tue March 16, 2010 @ 11:25 PM
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by NathanG Posted Mon March 8, 2010 @ 11:12 AM
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Using a coupon on a sale item has been a no-no for a long time with
many stores.
Though some stores will combine the coupon and the sale, most dont.
I have seen people at best Buy trying to use software coupons ($10.00
off software) for software marked on sale for $9.99. Nice try, but
best Buy doesnt allow it, and resonably so .
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So?
by NathanG Tue March 9, 2010 @ 8:43 AM
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by Bammers Posted Sun March 7, 2010 @ 7:23 PM
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I am a retail manager also, we would have given the full $10 back. As
a matter of fact, the associate would never even have thought to call
a manager, our associates are trained to take care of the customer.
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by Donno Posted Sun March 7, 2010 @ 7:15 PM
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I think it was correct of the manager to interpret "can't be combined
with other coupons" to mean a discounted item by sale also can't have
the coupon applied.
I believe that the manager should have given you the better option of
either the coupon or sale, which he did.
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