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New Member
Posts: 3
Registered: ‎06-12-2019

File a complaint

I don’t know where to file a complaint. I would really appreciate knowing as I am out $200.

Late May, my husband and I went to Best Buy to return a phone. We returned it with ease and got an in store gift card in return. My husband planned to purchase me a gift for my birthday that day. We browsed the store and he set his keys and the gift card down as he picked up a product for a closer look. 4 kids were in his near vicinity, he turns to grab his keys and gift card and the card is gone. He walked away to tell an employee and asked the kids if they took it. Of course they said “no”, but all huddled and began whispering.

We reported what had happened to the customer service there and the manager. They told cashiers to check all gift cards for the number on ours that was just stolen. They had us call customer service to cancel the card. I called them and they told me it was canceled and we should expect a new one in 10 days.

Apparently, they had used the card while we were still there! Security didn’t question them, search them, and the associates let them use the stolen gift card while we were watching them. We went 2 weeks later to the store when no gift card arrived and they explained it was used before we canceled.

No one told us. The store offered us a discount on a product of lesser value. That’s it. We are loyal customers, my husband LOVES Best Buy and comes home with something new every month. Customer service on the phone told us they couldn’t do anything and to go to the store. On the day the incident occurred no one at the store did anything to intervene or after when we came in. That day we field an incident report that ‘might’ make it higher than the manager.

We’re out $200 even though we did everything Best Buy told us to do? Even though they said the card was canceled? The security couldn’t have even approached the kids? Why would I want to continue spending thousands of dollars every year at a store that lets this happen right in the establishment. I am disappointed and hope an employee reads this and can give me answers.
Posts: 365
Topics: 22
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Registered: ‎10-03-2017

Re: File a complaint

Hello, Madisong, 

 

Thanks for reaching out to us here on the Forums. 

 

I know that if I had planned on using a gift card that had been stolen from me right at the point of being about to use it, I'd be upset as well. We always hope that we are able to assist in situations like this where all can seem lost. For us to begin, can you let us know if the managers at this store had a chance to review the footage from the security cameras and prove that anyone had taken this card while it was left unattended? 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-12-2019

Re: File a complaint

They did not review any footage. A sales associate did spot the boys acting suspicious and confirmed they were right next to my husband when it was taken. That was also another frustration I had, they didn’t attempt to look at any footage.

Thank you,
Madison
New Member
Posts: 3
Registered: ‎06-12-2019

Re: File a complaint

Thank you for the quick response!
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Posts: 2,820
Topics: 94
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Registered: ‎09-29-2008

Re: File a complaint

Madisong, 

 

It is disappointing to know that the gift card got stolen right away. I believe the intentions to get the gift card canceled and reissued was the best route to go. However, I know that the result was not what you would have expected in that the gift card was used before there was an opportunity to reissue it to you. 

 

While I can't answer most of your question, I was not present at the time, and it was in May. However, our team will be happy to review your purchase and see if how we can be of assistance. Please send us a private message with your full name, email address, and phone number. To send us a message, log into the forum and select Private Message from my signature bar. 

 

Thank you,

Karina|Social Media Specialist | Best Buy® Corporate
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