10-18-2020 09:47 AM
I received a $25 Reward Certificate for spending a certain amount of money on my Best Buy Visa Card. I used the certificate, but did not like the item and returned it. I was assured by the representative at Best Buy that I would be refunded the certificate
It had been about three weeks when I called the Best Buy Elite Rewards phone number. My treatment was anything but elite. Aside from being told that I would not get the certificate back in a way that can almost be described as gleeful, when I threatened to take my business elsewhere from now on, I was basically told to "go ahead". When I asked to speak to a supervisor, I was told there were no supervisors available. When pressed, your very rude representative advised me that the supervisors were not taking any calls.
I called the main number to make a more formal complaint. I spoke to a gentleman who made a real show of listening to me and considering my request. He then decided that he would make a note and I could get the $25 if I called them after making a purchase. This made no sense and he was very bad at explaining it. He said I could use it right now if I wanted. So, I told him something I wanted to order and he became irate, screaming at me that what I wanted was not expensive enough. He had somehow decided that I needed to spend $200, although that was never a condition of the certificate's use. I asked to speak to his supervisor and he put me on hold for 20 minutes (no exaggeration) and then hung up on me.
I called again and spoke to someone named Lauren. Lauren was the only person I spoke to at Best Buy that seemed to give a crap. She tried to help me and in the end told me that my certificate was going to be refunded. I'm not sure if I believe her and I have seen no evidence of it yet.
While I admire Best Buy's determination to keep $25 that is rightfully mine, I would wonder if that is really the way you would want to go as a Corporation. I spend quite a bit of money at Best Buy and no matter how this turns out, I will now spend considerably less, or none. I was surprised at how bad your customer service department is at providing customer service. I was also surprised that you have such a peculiar, and anti-customer, policy on Reward Certificates.
There are plenty of places that sell electronics and plenty of reward programs. There are plenty of companies who treat customers better than you have
10-20-2020 05:21 PM - edited 10-20-2020 05:24 PM
Good afternoon, Jimnest,
Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience speak with our phone agents. I can understand wanting to know the status of this certificate and would be glad to give you some more information.
Certificates that were issued due to a promotion or bonus are not refundable if an order is cancelled or returned. Based on the details you provided, it does sound like you were correctly told that this would not be reissued to your account.
We strive to provide expert service no matter how you contact us and I would like to make sure we document your feedback here at our Corporate Campus. I'll be sending you a private message to collect some more information shortly. You can check your inbox by clicking the orange envelope in the top right corner of your screen. I look forward to hearing back from you.
10-23-2020 07:44 AM
Hey Andrew - Thanks for your help, but it did not work. You said the certificate should be credited within two days and it was submitted earlier this week. You gave me a funds ID that you said anyone could look up, but no one at the Rewards Zone or the Corporate number has any idea what I am talking about. The gentleman at the Rewards Zone number took great pleasure in telling me that it did not matter what Andrew at BBY said, they would not refund my promotional rewards certificate. All the representatives at the Best Buy Rewards Zone love telling their customers that bit of bad news. So, I'm still wondering if it is going to be re-issued.
10-23-2020 10:06 AM
I'm showing that the points were added to your account earlier today. They should be available on your end within the next 24 hours at the most. I'm not sure where the disconnect was, but I wanted to confirm that you are receiving the points as a one-time exception.