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I was trying to buy a laptop thru the app using a 10% coupon I had received for opening a Best Buy credit card (which I had used to purchase my son a $1600 laptop the week before). I was at the check out ready to buy, when I noticed that my Elite status was not showing in my profile, so I stopped and contacted the Chat costumer service.

They told me that my wifes and my account shared my email and they needed to be merged. I then spoke with 2 different people over the phone who told me I was good to go. The second one even spoke with my wife, who authorized the merge, and told me to wait for an email and to hold on the purchase until then. I never got the email, so i decided to purchase the laptop anyway and try to figure out the elite benefits later, but now the coupon was not working (it wasnt expired, and I was trying to purchase the same item).

When I called customer service they told me that my account wasnt merged because the last person (the one who spoke with my wife) didnt put in the system thats my wife had approve it. Now, this last person just fixed my elite status (what I wanted in the first place) in 5 minutes, but now the laptop i wanted was out of stock (an $1800 Asus Zephyrus G15) and the next comparable laptop was $2100 this person told me that the item was out of stock and could not even apply the 10% to the other item. I asked to speak to a manager, but this person literally told me that I was out of luck and there was nothing they could do for me. She didnt even offer any alternatives.

I explain to everyone I spoke to, that i am about to deploy and that I wanted the laptop fast so that i could get out before my fly out date (i was even going to drive an hour to the nearest store where they had the laptop I wanted) I feel that I was just tossed around and even when nobody was rude per say, nobody took me seriously and just wasted my time, specially the manager. She didnt care, even when i asked for alternatives, and even when I tried to purchase the more expensive laptop, she just kept saying that the one i wanted was out of stock and that they could do nothing about it (despite the fact I wasnt even talking about that particular laptop anymore).

I really feel that Best Buy doesnt care about their customers and their time and now i will rather spend that 10% more and purchase my electronics needs somewhere else than to support a business that plays with their customers time like that.

Have a good day.

Xavier A. Loor

Preferred solution: Let the company propose a solution.

Best Buy Cons: Customer experience.

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