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Registered: ‎01-04-2019

$50 promotional certificate for spending $500 with Best Buy CC - No Refund Issued after return

[ Edited ]

To Whom It May Concern,

I had received a $50 promotional certificate for spending $500 on my Best Buy Visa card and used it as partial payment for a purchase on 12/28 for my son at the Best Buy in Whitehall, PA on 104 Macarthur Rd.  When I returned the items on 12/29, I only received about $7 and change for the amount I paid in cash but was told by the sales rep that I would receive the $50 promotional certificate back in my account in about 3 to 6 days.  I have to this point not received it yet so I called Best Buy customer service and they told me that I would not be getting this $50 back because it was promotional.  I feel I have been deceived by the information I was given by your sales rep because I was expecting to get this $50 back so I can make another purchase for my son.  I feel that this situation should be made right somehow as I feel that had I been told by the rep that this is not refundable, I would have kept the items for my son.  I have been a long time Best Buy customer and if this somehow does not get corrected, this will definitely leave a very sour taste in my mouth.  So please help me rectify this situation somehow.  Do I need to go back to the Best Buy store and tell them what happened and they will somehow rectify this situation for their mistake in giving me false information?  Please let me know.


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Registered: ‎01-03-2013

Re: $50 promotional certificate for spending $500 with Best Buy CC - No Refund Issued after return

Good afternoon Theresa, 


Welcome to the forum and thank you for reaching out to us regarding your certificate return. It was incredibly kind of you to use your reward certificate on a purchase for your son, though I'm sure you wish it had worked out. 

While in most cases certificates are returned in just a few days when a purchase doesn't work out, promotional certificates are not. Promotional certificates are easily identified as they are issued without any impact on your points, meaning no points are awarded or deducted for them. Under our My Best Buy FAQ, it advises that it is actually the points that are credited back to one's account. As no points are deducted for the rewards, there are no points to be credited. Additionally, under our My Best Buy Terms, it advises that certificates may only be used once. 

I imagine the associate was basing the information provided to you on what you can expect from normal certificates, and I apologize for any confusion this may have caused. I would be delighted to review this with you so I am sending you a private message. Please keep an eye on your inbox in the top right corner of the page for my message. 


Tasha|Social Media Specialist | Best Buy® Corporate
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