Bass Pro Shops Complaint - Coupon Code Issues
I recently received a gift card for Bass Pro Shops, which is perfect for me because I recently bought a boat and could use a lot if accessories for it. There are no Bass Pro Shops near me so I decided to use it online. Well, I also received a postcard from them for my birthday stating I will receive $20 off any order over $100 placed online or through their catalog. The card had a coupon code to redeem for the $20 off or it said to go to www.basspro.com/XXXXXX (where XXXXXX was the coupon code).
So I proceed to place quite a few things in my cart (around 25, lots of lures, fishing line, etc) and go to checkout. Well, there is not place to enter the coupon code at checkout. So I look all around, go back to my cart, and check the FAQ section-there is no mention of how to use a coupon code. At this point, I type in the web address shown with the code and it takes me to a page that says free shipping on orders over $50-so I click on it and log in and bring up my cart with the items in it. The order form does not show the $20 off nor free shipping, they are still charging me $15 for shipping.
Frustrated, I contact them via live chat and ask how I use the coupon. The CS response to me was there is no way to use the coupon online other than entering the web address and clicking on the current offer. When I told her the web address says free shipping but my card says $20 off, she stated that the website was mistaken and the offer should be $20 off and as long as I start my order on that site, the $20 will be taken off of my order. It would not be reflected in the total invoice at the end but that I should trust them to charge me the correct price when it goes to ship.
I told her this was not acceptable to me, how can they present on invoice for a total that I authorize them to charge me, only to have them charge me a different price later (even if in this case the price is less, it wasn't what I agreed to). She said my only other option rather than trust them to get it right after the fact was to call an operator and place the orer over the phone. I asked her if she could just place the order for me, with the discount applied (since she had it up in front of her) and she said no. I would need to call it in and read each item and part number to the operator, that was my only other choice. I told her no, I was going with I thought was my best choice-I would be purchasing the items elsewhere.
Why would Bass Pro Shops send me a coupon code that is not redeemable on their site? And they expect me to trust they will get the offer right after I place my order when they can't even keep their site up to date with what offers they have available? Not to mention, the rude and unhelpful tone the CS rep had with me, if they don't want my business I'm happy to take it elsewhere.