12-31-2020 03:31 PM
My son got a gift card for $400 at Walgreens. He used part of it to buy two Best Buy items totaling $274.98 (including tax). He got an e-mail saying "not quite ready," but then got an e-mail saying that the items were no longer available, or something, and the amount would be credited to the gift card. But he had already thrown out the gift card, thinking it had been all used up. He has some developmental issues, and asked me to help. He thought at first he would just be mailed a new card. But when he called customer service, they said that they could not send him a new card, and he would have to take it up with Walgreens. He doesn't have a receipt from Walgreens, and he doesn't have the card number, but he has the Best Buy order number.
I read somewhere that there are actually third parties involved when gift card are not purchased directly from Best Buy, and that Walgreens often uses a company called Incomm.
Is there anything you can do to help? This seems kind of crazy.
01-02-2021 11:48 AM
Hi there, millerd33,
Thank you for taking the time to reach out to us here on our community forums. A gift card is a great gift and I can understand wanting to make sure that your son gets to use the full value of this gift card. I would be more than happy to help explain how this process works and how to get assistance moving forward.
As you mentioned, in the event an order is cancelled we will process a refund to the original forms of payment used. In the event of a gift card, this refund would be returned to the same one that was used for this purchase.
When a gift card is purchased directly from Best Buy, we are able to request that gift card and be cancelled when provided the proof of purchase. If a gift card was purchased at a third party we would be unable to reissue this. I would recommend continuing to work with Walgreens to see what options are available to help.
I hope I was able to clear this up. Please let me know if you have more questions that I can help with.