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New Member
Posts: 2
Registered: ‎04-19-2017

Very Disappointed with Service!

[ Edited ]

Case# {removed per forum guidelines} and Case# {removed per forum guidelines}
I wanted to share feedback regarding my recent experience with Best Buy and share I am not receiving positive customer experience. I called Best Buy on Thursday, 4/13/17 at 12:33 pm and spoke with Irish. I shared with her I had purchased 6 - $500 gift cards totaling $3000 on 4/12/17. Two were purchased at a Best Buy store and four were purchased at CVS. After purchasing the gift cards, we realized we were being SCAMMED by the individuals who had us make the purchase. After recognizing we were being scammed, I checked the gift card balances online at 12:15 pm, prior to calling Best Buy Customer Service in which all 6 cards reflected the full balance still available. Irish took all the card information and said she would deactivate the cards and send to another department to review and advise on next steps. Before ending the call, I confirmed with her again that the cards have been deactivated. She assured me they were and someone would contact me within 2 days for next steps.
I called 888.237.8289 on 4/17/17 and spoke with Katie (supervisor) at 12:57 pm. She advised me that the department who freezes or deactivates gift cards were unable to do so because the funds had already been spent by the time they reviewed the request. Due to this issue, Katie has forward my issue to the Fraud department.
I understand that gift cards are treated the same as cash and Best Buy feels they are not responsible for lost or stolen gift cards. But Best Buy does have responsibility and accountability in this matter because I contacted you in timely manner alerting you of the situation, explaining the card numbers had been compromised and asking for the cards to be deactivated immediately to prevent anyone from accessing the funds. However, your process - the time between my call and the time when action was actually taken to deactivate the cards by another department - has cost me $3000 that I'm now not able to recover. Moreover, no one called or emailed me to notify me that they were unable to deactivate the cards.
I would like to know how Best Buy plans to compensate me for this issue when i provided timely notice of the fraud/scam activity and requested the cards are deactivated. I'm not a happy customer and I'm not having a good experience with your company. Additionally, no one in Customer Service wants to take ownership to assist me. A manager name Hugo even referred me to the Best Buy website advising I needed to speak with someone in Corporate. I asked him isn't he part of Corporate and he responded that they are Customer Service and I needed to complete the feedback link on the website to get in contact with Corporate. What a bunch of crap - they are just passing the buck!

Posts: 4,053
Topics: 67
Kudos: 259
Solutions: 184
Registered: ‎11-30-2015

Re: Very Disappointed with Service!

[ Edited ]

Hello Sage4real,

 

Thank you for joining the Best Buy Support Online Forum Community! I apologize that you may have been a recent victim of a gift card scam.

 

It’s discouraging to hear that you may have called in while a balance was still present, but by the time our systems requested the gift cards to be disabled they may have been used. I apologize for the unrealistic expectations you may have been provided during your calls to 1-888-BESTBUY.

 

Have you filed a report with your local authorities regarding this matter? As you’ve been advised gift cards are treated like cash, and should be protected as such. According to our Gift Card Terms we’re only able to assist with gift cards that still have an active balance. However, using the information you provided I’m in the process of reviewing the gift cards to see what options may be available at this time.  

 

Once I have more information to share with you I’d be happy to follow-up with you privately.

 

Respectfully,

 

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-19-2017

Re: Very Disappointed with Service!

Yes, we have filed a report with our local authorities. I'll be happy to share it with Best Buy if it will hll my situation.
As I previously stated, I understand your gift card policy. However, there is no reason why Best Buy does not have a better process in place to deactivate or suspend gift cards when you know fraud and scams happen frequently. I would like to see a Best Buy take accountability in improving your process as well as assistance in rectifying this issue.
Highlighted
Posts: 4,053
Topics: 67
Kudos: 259
Solutions: 184
Registered: ‎11-30-2015

Re: Very Disappointed with Service!

Hello Sage4real,

 

Thank you for following up with me on this matter. I’m still in the process of reviewing your stolen gift cards to see how we may be able to assist you.

 

Please know our Fraud department cooperates fully to any inquires made by law enforcement. The lead agent on your case is more than welcome to reach out to Best Buy’s Fraud department on official letterhead on this matter.

 

Respectfully,

 

Mariah|Social Media Specialist | Best Buy® Corporate
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Posts: 4,053
Topics: 67
Kudos: 259
Solutions: 184
Registered: ‎11-30-2015

Re: Very Disappointed with Service!

Good Morning Sage4real,

 

Can you please check your private messages? I’ve sent you one to discuss this further.  You can check your private messages by ensuring you’re logged into your forum account, and selecting the letter icon in the top right-hand corner.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!