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Registered: ‎04-24-2020
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$50 Certificate gone after returning item

I had a $50 certificate that I went out of my way to earn fair and square. I purchased a pair of $100 headphones with this certificate (along with another $20 certificate) and decided to return them at a store. This being my first time returning an item that was purchased with certificates, I verified with the Best Buy store employee that all my certificates would go back to my account, which he assured me they will, so I proceeded with the return.

 

As it turned out, the return receipt said I was getting back $50 less than I was supposed to, but they assured me I will get the $50 back and that I should wait. I got the $20 certificate back the very next day, but after waiting a week, I still haven't gotten the $50 back yet and now they're telling me I have to contact Best Buy support. This has been incredibly frustrating. I've been wanting to purchase another item with the $50 but have been jumping through hoops just to find out why I didn't get my $50 back. Can you provide any assistance?

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Registered: ‎01-03-2013

Re: $50 Certificate gone after returning item

Hi there kvo180, and welcome! 

 

Thank you for registering with the forum to reach out regarding your $50 My Best Buy certificate. It is always exciting to redeem a certificate, but I understand not all purchases work out like we hope. 

 

Generally speaking, certificates are credited within just a few days, and it sounds like this is the information the associates you were speaking with were basing their answers off of. Certificates are typically returned to customers' accounts via their point values, and new certificates are issued from those points. With that said, there is an exception to promotional certificates. Promotional certificates are intended to be used as one-time use coupons, and are thus issued without any point value associated with them. This means that there is no point value to then be credited. For more information, you may wish to review the post below. 

 

Return or Cancellation - Where is my reward certificate?

 

I would be happy to review your account and confirm that this is the reason that your $50 certificate wasn't credited. Please keep an eye on your inbox in the top right corner of the page for my private message. 

 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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Registered: ‎04-24-2020

Re: $50 Certificate gone after returning item

Hi Tasha. I've replied to your PM.

This is the first time I've heard of a one-time use certificate. I did not see any details regarding any sort of promotional certificate being a one-time use. Even the email containing the $50 certificate had no mention at all of it being one-time use. It just says "Shopping with your My Best Buy Credit Card just paid you back...". I can forward you this email to show you what I mean.
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Posts: 12,356
Topics: 200
Kudos: 424
Blog Posts: 21
Solutions: 610
Registered: ‎01-03-2013

Re: $50 Certificate gone after returning item

Hi there, kvo180, 

 

Thank you for following up with us. Under our My Best Buy Terms, it does note that certificates may only be used once. I see you've responded to my private message, and will be following up with you there shortly. 

 

Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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