Delivery & Installation

[Customer007A]

I purchased a kitchen stove in December 2021. The item came in damaged badly from the sides and body. The delivery men claimed they didn't do it. So the same day i called Best Buy and they said that I supposed to receive a $100 gift card in the mail because of that damaged appliance. Its February 17th of 2022 and I never received anything. Customer service keep telling me the gift card was sent with my apartment number missing so it was used by someone else. Called again and they supposedly delivered another gift card but now they said it got canceled by someone at Best Buy. Today I called again and they said will deliver another gift card to my address. This time with the correct apartment number. I cannot accept this. I am documenting this nightmare here. So I have a proof of what is going on. Best Buy has to improve the gift card process. There's no tracking numbers. No warranty that someone else used them. If I known about this issues I would have returned the appliance. Period.

[Customer007A]

Today CS said I will receive the gift card in 5 business days the most. If I don't receive anything this time I will elevate my complaint to the Better Business Bureau and the appropriate organizations. Best Buy claimed the gift card was used by someone else but there's nothing to prove that they ever sent one in the first place. They sent it to the wrong address in any case. I am not responsible for their mistakes.

[hockeycanuckjc Community Veteran]

In general, gift cards are treated like cash. However if your card was stolen or lost in the mail and someone used it, this generally would be a report to be filed at your local law enforcement offices.

Per the terms of the Gift Cards here:

https://www.bestbuy.com/site/gift-cards/gift-card-help/pcmcat203400050004.c?id=pcmcat203400050004

• Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance.

So..... If you do receive your gift card, check its balance. If it's 0 then you will have to file a report with the local authorites. Best Buy will co-operate with any investigation of theft or fraud. 

[Customer007A]

Thank you for being concerned and your anwer. Yes the issuing a report action could work if Best Buy would give me a proof that the gift card was actually sent. Such as the card number. Tracking number or proof of deivery. And the date they actually sent the gift card. Without this information I cannot do anything and it's only words. Every employee I found in CS gave me a different version of what happened. 

Until today February 18th I have not received anything. As I said, they sent it to the wrong address. That was verified by Renzo at CS when he looked at Best Buy's system. This happened a month ago already. In the meantime, different employees gave me different accounts. Even an employee said that I supposed to receive a credit into the card that I used to purchase the appliance. That was false. Then they assured me that another card was sent in the mail and was canceled on the way. No explanation as to why this happened. This time if I don't receive anything I elevate this issue and make a formal complaint to the appropiate sources. How do I know if Best Buy is really sending me gift cards? I have no proof. Not even an email. Only words.

[MarkG-BBY]

Hello, Customer007A! 

Thanks for connecting with us. Trouble with receiving the offered gift card is less than ideal, I can understand the wanting this card as soon as possible to continue shopping for the next great deal. 

If you have not received the answers needed since reaching out, I would love to look into what may be going on and provide you with more insight as to what is taking place. Please private message me using the blue button next to my name with the following information. 

Full name, email, phone number 

Best,