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New Member
Posts: 3
Registered: ‎11-25-2020

Gift Card Replacement

[ Edited ]

Need some help. I made a pre-order on BestBuy.com back in January for a game that kept getting delayed. Decided to cancel the order a couple weeks back and I'm regretting that decision.

I made the original order using 2 gift cards, both of which I no longer have. BestBuy's website says they have this awesome policy that they can reissue a gift card in such a situation, I just need to call them and they'll get a card sent out. I call and I'm told I should get a card in the mail in 7-10 business days. I was surprised when it never showed.

Since then I've made several calls to several departments of BestBuy and nobody has been able to get the gift card(s) re-issued. Some time I have been told that a gift card will be sent. One helpful person was able to give me the full gift card numbers of the original gift cards, but couldn't provide me with the PIN numbers. That same person said I would receive a phone call from someone in 1-2 days, but that never happened.

Most recently I was told that I would receive an email within 3 hours with confirmation that a gift card was sent. Not surprisingly, nothing.

If someone from Support is able to help, my last rep gave me the following reference number: {removed per forum guidelines}

Posts: 421
Topics: 22
Kudos: 82
Solutions: 17
Registered: ‎02-08-2019

Re: Gift Card Replacement

Hey there, AJBnSD,

We appreciate you joining us here on the Best Buy Forums, and for taking the time to share your experience with us. I can certainly understand wanting to check in on this, as it sounds as though you've had some issues with getting support with your replacement gift cards. I'd be more than happy to review this further.

To get started, can you please send me a private message that includes your full name, phone number, and email address? You can send me a secure message by clicking the Private Message button below in my signature.

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎11-25-2020

Re: Gift Card Replacement

Update for anyone that is interested.

 

Best Buy's back office team denied the request to re-issue a gift card with the excuse that Best Buy didn't issue the gift card and that I would have to track down where the gift card came from and talk with that retailer. I was never contacted by the support team. I've yet to receive any emails at any point whenever someone from support says "you should receive an email" (and yes, I checked my spam folder). @Alyssa-BBY was very courteous and informed me of the status. 

 

I am a persistent fellow, so I called the Elite Member support line again. I spoke with someone who said that the back office team was only partially right. One of the two gift cards that I used was issued by Best Buy and that they should have been able to re-issue the gift card. The support person then proceeded to freeze the two gift cards that the refund went back to and put in the request to have two gift cards issued. They put me on hold as they talked with the back office team to ensure that the gift cards would be reissued. 

 

That was yesterday and only time will tell if it will go through. I was told that I would receive an email, but I'm not holding my breath on that. I'll update this post again with the status.

 

Lessons learned so far

  1. If you don't have the original gift card, go to a store to make any cancellations or returns. They operate much more efficiently than BestBuy.com's support.
  2. BestBuy.com's support system is broken. Emails are never sent.
  3. BestBuy.com's forum email notifications always go to spam. Make sure to check that regularly as marking things a safe has no impact on the next email.
New Member
Posts: 3
Registered: ‎11-25-2020

Re: Gift Card Replacement

Victory! A gift card has finally arrived!