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New Member
Posts: 2
Registered: ‎11-12-2018

Bad Purchase Experience

[ Edited ]

I already e-mailed the store with this concern and have heard nothing from them, so I am pasting the e-mail I sent them so that you are aware of the problem.
This was from a purchase at the West Hollywood Best Buy on 1015 N La Brea Ave
West Hollywood, CA 90038


I was at your store earlier today to make a purchase and to redeem my Mystery Rewards Certificate I got e-mailed to me.

During check out, the reward was not applying the $5 amount it was valued to the transaction. The sales rep called over his manager, who was in a rush, and he came over to see what was going on. I had a bad feeling about this since I had recently redeemed 250 points I had accumulated on November 1st into a $5 My Best Buy Certificate. I wanted to make sure he didn't attempt to redeem that one instead of the Mystery Rewards Certificate I was wanting to redeem. But, as I feared, the $5  My Best Buy Certificate I had disappeared from my account and I brought this to the manager's attention. He tried telling me that the Mystery Reward Certificate and the My Best Buy Certificate were one and the same. I explained to him that the Mystery Rewards Certificate is part of a currently ongoing special promotion Best Buy is doing and not to be confused with the Certificate redeemed on My Rewards that Best Buy has had for years. WHY AM I HAVING TO EXPLAIN THIS YOU ONE OF YOUR MANAGERS!!!???!!! I don't mean to get rude, but seriously, two different programs.

My receipt then showed that the $5 I had from  My Best Buy Certificate was the one applied to my transaction. The Mystery Rewards Certificate comes up in the receipt valued at $5 but with $0 applied to the transaction. I wanted to save the Certificate I got from My Rewards for an online order I wanted to make later, but now I can't.

Reference Number on the Receipt is: (removed per forum guidelines)

You can look up today's transaction and look at a copy of the receipt to see what I am talking about.

I don't like being lied to or brushed off. If this manager was too busy to properly looked into this, he should of gotten another manager that had more time or had me wait until he could properly address what was happening and find out why the Mystery Reward Certificate was not applying to my account instead of using  My Best Buy Certificate I had redeemed from My Rewards points I had accumulated on November 1st.

Please remedy this. I would really like to have my $5 from My Best Buy Certificate back on my account. If you are having issues applying the Mystery Rewards Certificate, please fix the issue, or if your sales reps don't know how to do it, then train them, please.

I await a response.

Best Regards,

Juvenal (removed per forum guidelines)

New Member
Posts: 2
Registered: ‎11-12-2018

Re: Bad Purchase Experience

Anyone looked into this yet?

Posts: 11,210
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Registered: ‎01-03-2013

Re: Bad Purchase Experience

Hi there JuvenalVique, 

Welcome and thank you for reaching out to us regarding your trouble redeeming your My Best Buy Mystery Reward at our West Hollywood location! These are so exciting to receive, especially as they're not offered to everyone. 

It sounds like the associate may have been scanning the barcode to reveal the code, rather than redeem it, leading to your trouble. I'm sorry for any inconvenience this may have caused, especially if the manager was unable to identify this issue to remedy it in the moment. 

I would be happy to take a look at things, so I am sending you a private message. You may check your messages by signing into the forum then clicking the envelope icon in the top right corner of the page. 


Tasha|Social Media Specialist | Best Buy® Corporate
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