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New Member
Posts: 3
Registered: ‎11-24-2021
Accepted Solution

Complaint

BestBuy Customer Service (Complaint Department),
I am writing you to lodge a formal complaint I have regarding your new Best Buy credit card signup tactics and policies.
I want to first start with when I initially signed up for your Best Buy store card. On April 1st I purchased a new TV and Surround Sound from the Best Buy store located at 7300 Guilford Dr, in Frederick MD. After working with the sales associate and selecting what I wanted we went to the counter to check out. At the checkout line I was questioned repeatedly about signing up for a new BestBuy CC. This was based off my current purchase and on a discussion we had about my interest in purchasing new appliances in the future. I told the sales agent that I was paying for this in cash and had no interest in signing up for a new CC at this time. The conversation continued with the agent telling me about the double points I would receive on my first purchase and that on a huge purchase of new appliances would be a great time to get one. I agreed that the reward points would be a nice incentive and stated I would make that decision in the future when I was ready to move forward with the appliance purchase. I was then pushed to just sign up now because as he stated, “The points are good on the first purchase no matter when you sign up”. After continued pressure I agreed to sign up for the Best Buy CC. I did not use the Best Buy credit card to make my current purchase as stated above and chose to use it later when I decided to move forward with the purchase of my appliances. At this point I left the store not excited about what I just bought, but more agitated and feeling like I just got bullied into something I really didn’t want in the first place.
Fast forward 7 months later. On October 31 I decided to move forward with the purchase of new appliances and I would FINALLY use the BestBuy card that was pushed on me so that I could receive my double rewards points and feel better about my decision to sign up for the card in the first place. This was my first purchase and I expected to receive my double reward points based off the conversation I had with the sales agent back in April.
After reviewing my account to confirm I received the points I was told I would, I noticed that I had not.
I reached out to customer service to explain the situation and was told the information I was given was incorrect and that I had 14 days to take advantage of that promo. I was not informed of this at the time I signed up, otherwise I would have just waited until I decided to move forward with my appliance purchase, because I had no need to sign up for one at the time of my TV purchase. I reviewed all the paperwork I signed and did not see anything stating I had 14 days. I checked your online T+C of reward points and new credit cards and did not see anything relating to this statue either. When I spoke to the agent who informed me of this clause, he also could not find it in the T+C. He could only find it in his “customer service notes”. He did transfer me to his supervisor who then insisted she could not do anything about my problem. This person was insensitive to my concerns and frustration over this whole situation.
As a result of this situation, I feel like I was taken advantage of throughout this whole process. I was pressured to apply for a CC I did not need or want. I was promised reward points I did not receive. Then I was dismissed of my concerns by your customer support agent (supervisor). The points I would have received would equate to $300. This is a significant amount of money. I feel as though Best Buy has now stolen $300 out of pocket.
Based off everything I stated above I want to know what Best Buy is going to do to remedy this situation. I believe you need to reevaluate some of your questionable business practices and policies in reference to new credit card applications, but what I really want to know is how you are going to remedy the $300 I am now out of. What I would like is to have the points that I was told I would receive added to my account. I do not want anything extra just what is owed to me. I hope this issue can be resolved amicable.
Disgruntled, but still Best Buy customer for now, DP

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Posts: 11,590
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Registered: ‎09-29-2008

Re: Complaint

Hey, DannyP0622,

 

We appreciate you taking the time to post this to our Forum, and I can of course understand you being concerned that you did not receive these points from your purchase made seven months ago. The purchase would need to be added to your account back then to receive the points. I can also say that I would be just as concerned if I felt pressured to take out credit I did not want. I would like to see if there is anything I can do to resolve this for you. Can you send me a private message with your name, phone number, email address, and the Customer Service Pin number off the front of the receipt for this purchase? To send me a private message simply click on the message button in my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-24-2021

Re: Complaint

Hello Allan,

 

Let me clarify a little more on this situation. 

 

So as I stated in my original post I did not use my Best Buy credit card when I initially signed up for it when I made the purchase of the TV and surround sound.  The purpose of signing up for the Best Buy CC was to receive the double points in the future on my appliance purchase which I had planned on making for which would be much larger.  When I was pushed to sign up for the Best Buy CC that day I was told that the “first” purchase I placed on the Best Buy CC I would receive 10% back in reward points.  That it didn’t matter when I made the purchase, hence why I signed up that day.  Otherwise I could have just waited the 7 months and then signed up for it then when I actually made the appliance purchase. If I would have just waited this would not be an issue.  But like I stated, I was pushed to sign up that day and to reemphasis I would still get the extra 5% in rewards on the first purchase.  What I received for the appliance purchase was the standard 5% in reward points.  I did not receive the extra 5% for it being my first purchase on the Best Buy CC because it was outside of the 14 day window of when I signed up.  I was never told this until talking to your customer support.  I have checked all the paper work I filled out and everything on your website and see no mention of a 14 day window to make my first purchase. So what I want is the extra 5% in rewards points that I should have received on my first purchase placed on my Best Buy CC. So on a $6,000 purchase that should be 30,000 points or $600.  I received 15,000 points or $300.

 

So to go back and add the points for the TV and surround system would be nice, but that would only get me about $160.  About half of the points for which are still owed based on my first purchase promo of 10% in rewards points.

I look forward to working with you to get this resolved. I will message you privately with my contact information.

 

Thanks.

DP

Posts: 11,590
Topics: 371
Kudos: 260
Blog Posts: 46
Solutions: 372
Registered: ‎09-29-2008

Re: Complaint

Hey, DannyP0622,

 

Thanks for getting back to me on this, and for the added context. It is correct that promotions are only valid when they are valid, and it sounds like this 10% promotion that was going on was only valid when you signed up for this Best Buy branded credit card. I did get your message, and I will reply back to it.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎11-24-2021

Re: Complaint

Update and resolution,

 

After working with Allan he was able to get in touch with the store which I made the purchase.  The manager "Nick" was very understanding of my situation and was able to take care of my issue with the reward points.  I appreciate the help I received from both Allan and Nick.

 

Still Best Buy Customer,

DP