Frustratio​ns with recent purchase attempt

Question

Recently I made an attempt to purchase an item with the help of an in store associate only to end up extremely frustrated and unsure if I can even get an order processed at the original pricing.  I was trying to purchase an open box iPad Mini 2 128GB for $449.99 and an open box iPad Mini Smart Case for $51.99.  Both items were shown as available on your website and in your system at the time of purchase.  I had an in-store coupon for $50 off a $500 purchase (no restrictions listed on the coupon), so with the help of the associate I was able to get the order placed with the coupon applied.  Since the coupon didn't have a scanable bar-code or sku to enter, the $50 was taken off of the price of the iPad Mini reducing it to $399.99.  The next day my order was cancelled because the items weren't available to ship.  When I investigated further though, both items are still available for purchase on your website.  Unfortunately now the price has increased to $464.99 and I don't have any way to apply the $50 coupon since I already turned it in when the original order was placed.  I spent 2 hours and 10 minutes on the phone with customer service last night, getting transferred over a dozen times and disconnected a few times as well.  Each time I was transferred, I had to start the conversation over again and seemed to end up with someone who either didn't have the knowledge or authority to help.  Finally I was able to get a helpful associate on the line at about the 2 hour mark, but after walking through the situation with him in an attempt to get my order reinstated at the original price I was told that I needed to go back to the store and have them help me resolve the issue.  Since I needed this item for a birthday present, I went ahead and replaced the order on my own (without the coupon applied) with the verbal consent from the associate at the local store who said that they might be able to go back and give me a $50 credit after the order is complete if I bring everything back into the store.  As of today, my order is still in a processing status and I still don't know if it is going to be processed.  With over 3 hours invested into making what should be a simple purchase, this has been one of the most frustrating customer service experiences I have ever been involved in. 

Answer 1

Hello stoffaloffagus-
Frustration is not the feeling Best Buy wants our customers to have when placing an online order. While I understand that the experience has been upsetting at times, I am happy to see that you have partnered with the employees in your local Best Buy store and they have been assisting you.
After reviewing your online order with the email address you used to register onto the forum, I don’t want to ruin anyone’s birthday surprise but the order should arrive at the expected timeframe. You should have received two different UPS tracking numbers with the details of delivery. If you have not received the email, let me know I will be happy to share them with you. Continue to work with the representative in the store in regards to honoring the coupon for you, if you happen to still have questions send me a private message. To send me a private message, log into the forum and select the option from my signature bar.
Thank you for sharing your online order experience with us, and most off all for your patience your order seems to be processing accordingly.
 Best Buy wishes your love one a very happy birthday! 
Karina|Social Media Specialist | Best Buy® Corporate
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