Points, Policies & Certificates

[ChrisB7]

I purchased a laptop for $970.08 11/19 and was not offered the Rewards Program (surprise, surprise). I made a $79.99 purchase 12/18. My points were not posted to my account when I checked in the middle of January. I logged in again at the beginning of February, only to discover the points had been deducted. What?!? Best Buy didn't even give me a chance to see that they had been credited to my account!! I have submitted a question three times to customer service - NO RESPONSE. I also purchased a camcorder 1/30 for $320.35 from Best Buy for the sole purpose of combining it with my other points and getting a certificate. I'm assuming I'll never see those points - or the certificate. I've received absolutely no response from customer service, soI will report this to the Better Business Bureau.

Every time I go into Best Buy I hope for a better experience. (I've tried a couple of locations in Shreveport.) The customer service on the floor has been horrible every, single time.

[ChrisB7]

I've gone through my emails from BB. I have an email dated 1/30 showing I had no points posted. I have a "reminder" email dated 2/12 "reminding" me that points will be wiped in February? My account shows that the points were actually forfeited 2/5 .... a full 8 days before the "reminder" email was even sent. The points would have had to have been applied between 1/30 and 2/5. I would've had only a few days to be aware of the points posting. The disclaimer on the bottom of the "reminder" email states: "The annualization of the program is based on your purchases as of December 31, 2009." So because I made a purchase for Christmas, I lost the points before I even had a chance to use them.

I'm fully aware that 79 points was not enough for a certificate. I'm just extremely frustrated with this program. It's very misleading. I had every intention of combining my points over a few purchases.

If I had been aware of the point forfeiture "rule" I would not have purchased the camcorder from BB. Lesson learned. I will not buy from BB again.

[Sarah-BBY Retired: Community Connector]

Hi ChrisB7,

Thank you for participating in our Reward Zone program and I apologize for any confusion over how your points and purchases would be considered with our new Go Digital changes (http://bit.ly/BBYRZFAQ). 

However, I was able to look into this matter further on your behalf and now have some information that I believe you will find very helpful!   

For additional details please refer to the private message I have sent you, which you can check by clicking on the “new message” alert in the upper right-hand corner of the page (when signed in).

Thanks again and have a great weekend! 

[HawaiiDave]

The EXACT same thing happened to me.  I spent $249.99 about two and a half months ago but received only 249 points.   I received an email from BB on 2/12/10  warning me of the impending expiration of my points.  The very next day I went down to BB to spend an additional PENNY so that I would qualify for a $5 Rewards Zone certificate only to find out that my points had already been forfeited one week prior to the email notification from BB.  I have sent two emails to BB Customer Service, each was followed by an automated acknowledgement of receipt of my inquires but I never received a reply to my emails.  They were both ignored.  What kind of customer service is this?  Also, since $249.99 apparently qualifies for only 249 points, I was ONE PENNY SHORT of qualifying for a $5.00 rewards certificate.  What's with a warning notice AFTER the points have been taken from you?

[Nokia]

You were actually a dollar short. Points go by whole dollars spent. 99 cents is not one point, it's zero points.

[ChrisB7]

One penny short is correct. The Rewards Zone point system is the only system I've ever seen that doesn't round to the nearest dollar (like one would assume). I also received the automated acknowledgements. Keep complaining. Someone will respond. I had one email that basically told me, "Too bad!" I wrote back and got a completely different response from a different person. Make sure you tell them about the dates on your emails. I completely understand how you're feeling. Good luck!!

[Nokia]

One penny short is incorrect.

[ChrisB7]

If the customer had spent one additional penny, the total would have been 250 ... resulting in a coupon.

[Nokia]

I misunderstood. I thought you were agreeing with him that all he had to do was go back and spend one penny.

[Sarah-BBY Retired: Community Connector]

Hi HawaiiDave,

Thank you for sharing your experience regarding our Reward Zone Go Digital changes too and I am very sorry for the unfortunate circumstances involved in your particular situation.

I can certainly understand your disappointment over being just a few cents away from receiving a $5 certificate before the end-of-year annualazation process, but I am happy to say that I do have some good news for you at this time! 

For additional details please refer to the private message I have sent you, which you can check by clicking on the “new message” alert in the upper right-hand corner of the page (when signed in).

Thanks again and have a great day!