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Registered: ‎03-22-2019

Customer Service Feedback - Rewards account issue

[ Edited ]
Visited the Overland Park KS store to get a mobile phone upgrade for my daughter.  Transaction went fine but found out that a stranger's Best Buy Reward information was associated with my daughter's account and phone number.  We asked Brian {removed per forum guidelines} the Mobile Supervisor at the Overland Park KS store to fix this as we never put it there and it was very suspicious.  He refused.  He said he couldn't fix it, had no recommendations for us to fix it and then walked away after I asked for his business card (he reluctantly gave me his card).  This was abrupt and difficult to understand as we had done nothing wrong.  And unnecessary as it turns out.  I contacted BB customer service line and they were helpful and offered to remove this stranger's reward name/address/number from my daughters phone number / account in 5-7 days (I have a ticket number). 
BB should coach your store mobile supervisors that problem solving is part of the job and some simple ideas to help your Elite members resolve issues.  Also I suspect fraud, so you  should be aware of that as well. 
(Note that two years ago when we renewed this phone it was under the wrong name on the lease agreement.  That time it took involvement from Sprint Corporate and BB Corporate to get it resolved.  I was assured at that time that it was all taken care of.  That particular store is now closed.)
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Registered: ‎11-30-2015

Re: Customer Service Feedback - Rewards account issue

Hello, wise-kaonashi,


Discovering that someone else’s information is associated with daughter’s My Best Buy account can certain be very concerning. I appreciate the time you’ve taken to share your experience with us with. I’d like to shed some additional light on this matter.


Information tied My Best Buy memberships should not be able to be directly updated in-store. I apologize that Brian didn’t articulate that or offer any additional advice of how to seek some further help on this matter. Can you please have your daughter reach out to us on this matter? Our Privacy Policy shares that we’d need to discuss this directly with her, however, we do appreciate you bringing this to our attention.



Mariah|Social Media Specialist | Best Buy® Corporate
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