Points, Policies & Certificates

[tvgal72]

Am newish to the rewards program "rules", had a glitch in accessing my points today and ended up creating an additional account.  When I called to merge them we had difficulty with a language barrier with the inital rep.  He said that I could merge the accounts but not the points from previous purchases.  I asked why.  He basically said "just because".. and then it escalated... I wanted to know why so requested a supervisor.  The supervisor came on and eventually explained that the points expired in '11. I said that it was a "traning moment" for the initial rep.  If he had let me know the points expired in the calendar year that would've avoided all the upset and dissatisfaction.  The supervisor didn't respond to that just kept saying one line about unfortunately he could not transfer the points.  The experience was madening.  Had they just said the points expired rather than a refusal to transfer that would've prevented a dissatisfied customer.  But they were rude, disrespectful and not very well trained in Best buy policies and the like.  Quite frankly the initial rep didn't really know what he was doing to support what I was asking.  And the supervisor was rather useless as well.  This taints a very wonderful experience I had in the store for this purchase.  A purchase nearly 2000.00 as well.  

[tvgal72]

The employee ID of the bad supervisor is {removed per forum guidelines}

[tvgal72]

Best Buy removed this and did not comment or resolve my issue.. Deplorable

Am newish to the rewards program "rules", had a glitch in accessing my points today and ended up creating an additional account.  When I called to merge them we had difficulty with a language barrier with the initial rep.  He said that I could merge the accounts but not the points from previous purchases.  I asked why.  He basically said "just because".. And then it escalated... I wanted to know why so requested a supervisor.  The supervisor came on and eventually explained that the points expired in '11. I said that it was a "training moment" for the initial rep.  If he had let me know the points expired in the calendar year that would've avoided all the upset and dissatisfaction.  The supervisor didn't respond to that just kept saying one line about unfortunately he could not transfer the points.  The experience was maddening.  Had they just said the points expired rather than a refusal to transfer that would've prevented a dissatisfied customer.  But they were rude, disrespectful and not very well trained in Best buy policies and the like.  Quite frankly the initial rep didn't really know what he was doing to support what I was asking.  And the supervisor was rather useless as well.  This taints a very wonderful experience I had in the store for this purchase.  A purchase nearly 2000.00 as well. 

[tvgal72]

I'm still not able to log into my rewards zone account even with resetting my password and have no access to my points or information.  It appears to be deleted or the like by the bad employee

[CrystalWoW Community Veteran]

Just so you know all your posts are visible.

[tvgal72]

Thanks for letting me know.  It was a really strange experience with the rewards zone dude.  Actually had such a great experience in store that I went on line as soon as I got home to complete the survey for him saying how great he was.. So to be pushed over the edge by the rewards zone dude to FIND this forum and complain.. Since the customer service line hung up on me 3 times while I tried to lodge my complaint there... One would have to surmise that the experience was not lovely.

I am still unable to access my reward zone information... And just changed my password this am.  Quite an unfortunate experience.

[tvgal72]

Was finally able to change my password and log in.. My account shows 0 points.. Just spent 1800.00 last Friday night so ??? Very frustrated with the rewards zone.

[CrystalWoW Community Veteran · Accepted solution]

It takes 30 days for points to post after a purchase. Points just expired in February for last year so it is feasible that you don't have any yet.

[Kelly-BBY Senior Social Media Specialist]

Hey tvgal72,

I greatly appreciate all of your time and the details you have shared with our Community!  I was disappointed to read about your recent experience encountered when you attempted to merge your two Reward Zone accounts.  I apologize for any inconvenience or frustration you may have encountered throughout this interaction. 

I was excited to hear that the service received during your shopping trip was great, but I truly regret that your conversation with the Reward Zone agent left you with such a negative impression of Best Buy.  This is certainly not the type of service we hope to provide and I will certainly ensure that this feedback is fully documented so we may be able to further address it internally.

I was able to locate your Reward Zone accounts.  I would like to further discuss the details with you and I have sent you a private message so we may be able to begin that conversation.  To check your messages, please ensure that you have logged into the forum and then click on the envelope icon in the upper right hand corner of the page.

I am looking forward to working with you,

[tvgal72]

this issue is still on going. Last I heard the IT team was going to look into a solution. None has been reached and at this point my rewards zone accounts are not consolidated nor are my points awarded. Kelly is attempting to help. but as of now no solution