BestBuy.Com

[spike]

I tried placing an order tonight using a balance on my Best Buy gift card and the rest on a credit card. After seeing the balance of the card online originally and submitting the order, I received an error that the amount was 0.00.

The order was eventually placed, but the gift card balance was not used. I came to find out that my gift card was zeroed out in the process. I had to cancel the order after learning that my gift card was wiped out.

There were three Customer Service representatives that I spoke to. The first determined after 15 minutes  to get assistance from someone and advised that I should cancel the order and the redo the order. I figured I could get this straightened out at the store, so I declined. I called the store where i was going to pick up the order who  told me they could not assist me. I called another Customer Service representative and eventually found out my gift card balance was 0.00. I was told to call the gift card number (which does not connect to a representative) after finding out the balance. I called the customer service number again to find out that I needed to speak to someone in Customer Relations, who told me the department was open, only to find out the department was closed.

I sent an email to Customer Service and am waiting to find out what to do now. Any help would be appreciated as this is an extremely frustrating online experience.

[Dorothy-BBY Community Supervisor]

Good morning spike -

By searching with your email, I was able to locate your case history and it appears that Kristen from .com support was able to assist you with your concern.  If you are in need of any further assistance, please let me know!  Thanks!

[spike · Accepted solution]

Thanks for researching the information. Yes. I did have that taken care of by Kristen. She is sending me a replacement card and recommended that if I wanted to use a gift card for online purchases to call Best Buy directly.

[ThaoNguyen]

i have the same issue right now! and customer service over the phone has no idea to help. no one offer to provide me replacement cards. can you share how you got your gift card balance problem resolved?

[spike]

You have to speak to someone in Customer Relations, not Customer Service. Call the 800 number and explan to the operator that you need Customer Relations. Once you get there, they wiill likely have to connect to someone who handles the .com purchases. Hopefully that will work or someone reading this post from Best Buy will review your case and answer in this forum.

[angus1357]

This literally just happened to me, I was told by customer service to wait up to 48 hours to see if the gift card refunds since I cancelled the screwed up order.

[ThaoNguyen]

i waited 48 hrs and it didnt work. It was not until someone from customer service on this community forum portal helped with the issue that it worked.

[jeff34]

I've had the same issue a few times. I've tried calling customer service, dealing online with customer service, as well as emailing best buy directly. Nobody has ever done anything other than explain that the website sometimes has issues. I probably lost over $50 in reward zone and gift card funds because this keeps happening and nobody from best buy seems interested in acknowledging the problem, let alone actually fix it. I guess the only solution is to not waste money buying a best buy gift card and just accept that the reward zone gift "rewards" are a joke.

[Kelly-BBY Senior Social Media Specialist]

Hey jeff34,

Welcome to our Community.  I apologize to hear that you have encountered an issue when attempting to use a gift cards and Reward Zone certificates.  This is definitely not the service we hope to provide to our customers and I regret to hear that this is the impression you have been left with.

I would like to gather some additional details about this and I have sent you a private message so we may be able to begin that conversation.  To check your private messages please ensure you are logged into the forum and click on the envelope icon in the upper right hand corner.

I hope to hear from you!