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Posts: 1
Registered: ‎03-30-2021
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Formal complaint

[ Edited ]

Visited your store in Farmington Utah to make a 1000+ dollar purchase.  Jackson a one year employee was very helpful and appeared to have a good knowledge base to help me with my purchase decision.  When it came time to complete the purchase I told him I had some reward points but had not converted them to a certificate yet.  I wished to redeem them even though it was only 10 dollars worth.  He was unable to convert these to a certificate but Helped me do so on my phone.  Two 5 dollar certificates were evidenced but he could only see one on the store computer.  He suggested we wait.  After about ten minutes without result he suggested we call a supervisor who would easily remedy the situation even if she had to just give 5 dollars off.  When Emily {removed per forum guidelines} arrived she suggested the best thing would be to come back in 24 hours to get the 5 reward.  I told her she could either apply it to my purchase or I would leave and make my 1000 purchases elsewhere.  She refused to help me get the extra 5 dollar off on my purchase. I told her I needed it now  or else I would leave.  She offered no help.  I told her she was not interested in the  customer and was acting as a new hire not a manager.  She was willing to forgo a 1000+ dollar sale for the sake of making me come back in 24 hours for the 5 dollar reward.  Happily as I was walking out Bret the store manager was able to remedy the situation easily.  Emily {removed per forum guidelines} needs remedial training on how to treat customers.  

Posts: 6,667
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Registered: ‎08-21-2017

Re: Formal complaint

Hello, 999eray,


Welcome to our community forums. I appreciate you taking the time to let us know about your visit to our Best Buy Farmington location. As a My Best Buy member myself, I can understand wanting to make sure you have the chance to use all of your certificates on a purchase. I'd be glad to provide some more details on how this process works.


While My Best Buy certificates are often available shortly after issuing them, it can take up to 24 hours for these requests to process in our system and become available for use. I'm glad to hear that you were able to work with Bret and find a solution during your visit.


Your feedback is important so we can continue to improve the purchasing experience in the future. I hope we have another change to assist you with a purchase in the future. If you need assistance at that time, please don't hesitate to let us know.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Posts: 1,100
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Registered: ‎07-23-2018

Re: Formal complaint

This topic has been moved to Customer Service under the board Best Buy Store Purchase for further review.