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New Member
Posts: 2
Registered: ‎12-13-2019

System failure caused gift card balance to go to $0

I had two brand new Best Buy gift cards ($50, $100) I tried to use for an in-store purchase today. The employee scanned my products and scanned gift card 1 and it reduced the balance by $50 and then the register system shut down. The employee moved me to another register and scanned the products and gift card 2 and it reduced the balance by $100, he scanned gift card 1 and it was declined saying it had a $0 balance and then the second register system shut down. I was moved to a third computer and before scanning the products he checked the gift card balance and both cards had a $0 balance. And the employee told me I couldn't use them because they had no balance even though he saw the total price reduce the first time he scanned both cards. He got someone from customer service involved and she was able to reinstate the $50 balance and I was told I had to call and try to resolve the $100 card balance. This is entirely a store and system failure that the store should be able to resolve. They claimed only the AAA support line ( or whatever the name of the line is) could fix the issue. The store employees should be empowered to issue me a new gift card in the full amount that was lost. I waited over an hour for them to try and figure something out and all I got was for me to call and try to resolve the issue, that it'd probably take 24 hours. This is a ridiculous business model and process. I am now out of $100 and I will probably never shop at Best Buy again if this is not resolved and I will make sure all of my friends and family shop elsewhere as well. This is one of many reasons people are turning to online shopping.

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Posts: 5,128
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Registered: ‎08-21-2017

Re: System failure caused gift card balance to go to $0

Good afternoon, Millie18,

 

Thank you for taking the time to stop by our community forums and letting us know about these gift cards. It certainly sounds to hear that your gift card balance was deducted before your purchase was completed. Have you been able to get help with this since making this post? If not I would be glad to take a closer look at this. Can you please send me a private message with a few more details? I will need to verify your:

 

Full name

Email address
Phone number

 

You can send me a private message by clicking the button at the bottom of my post across from my name. I look forward to researching this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-13-2019

Re: System failure caused gift card balance to go to $0

Issue was resolved.
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Registered: ‎10-19-2017

Re: System failure caused gift card balance to go to $0

Hello, Millie18,

 

Thanks for taking the time to let us know this has been resolved since you reached out. I know that having your gift card balance go from $100 to $0 through no fault of your own would be far from ideal, so we appreciate that you reached out to share these concerns. I know I wouldn't have been happy if that happened to me, but I'm happy to learn those funds have since been returned.

 

If you ever run into any other questions or concerns, please reach out as we're always happy to assist however we can.

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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