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New Member
Posts: 2
Registered: ‎10-08-2018
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Bad experience with customer service and reward certificate

I'm a loyal BB customer and spnds 4-6k annually in BB. This April I spent about 2 k for some stuff. I know I should have $100 on my reward. But every time I made purchase I asked cashier they couldn't find the reward. They told me to call customer service to find out. I has been really busy so I squeezed some time and called today. The guy answered the phone sounds very tired and started yarning very loud immediatly . I could hear it from my side. Very inpatient. I told him my concern. He said the rewar was issued and expired. I told him I had been checking in the store and they couldn't see the reward. He just repeated his explaination and the tone started going up and eventually started yelling at me. I told him I need talk to your manager. Initially he refused. After I insisted he got a female customer service person. I told her my concern. She gave me the same explaination. But her accent is hard to understand. I asked her whether there is a person I can understand better. She said if you can't understand me you have to hang up and call again and hopfully you can run into somebody you can understand. That's about the meaning I can make out from her explaination. I hung up nicely and remeditae all this reward thing.

 

From my experience, if I don't bring up the reward issue, the cashier will never remind me I have reward on my account. They would automatically charge me full price if I don't request use the reward. I'm not sure whether this is on purpose to make the reward go expired without notice.

 

I feel this is a wake up call for me. The reward is becoming a burden. It push me to shopping more and more and the experience is not quite pleasant. In store tech staffs usually are amazing. I like that part. Now I'm seriously thinking to do some diverse shopping......

Posts: 10,576
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Registered: ‎01-03-2013

Re: Bad experience with customer service and reward certificate

Hi there Lonestar2018, 

Welcome to the forum and thank you for reaching out to us regarding your phone experience and expired reward certificate!

Having a reward certificate is pretty exciting! I know whenever I receive one, I immediately start thinking about what I can redeem it on. Missing the opportunity to redeem a certificate, especially a sizable $100 certificate, would leave anyone understandably upset. 

Under our My Best Buy Terms, certificates typically expire after 60 days. After a certificate expires, we would be unable to reissue it or honor it. We do our best to ensure customers are aware of their certificates. We send notification emails that include the expiration date when a certificate is issued, and the certificates can be found when logged into BestBuy.com. Of course, email isn't always a perfect system, as emails may be overlooked, filtered to a spam folder, or even blocked. As such, we encourage customers to manage their rewards from BestBuy.com. 

 

As someone who spends quite a bit with us, it sounds like you should have reached Elite or Elite Plus status. Through these tiers, you should be able to modify your certificate preference to bank your points, preventing certificates from being issued before you're ready to use them. 

 

With that said, I understand your phone experience was pretty lackluster on top of finding out your certificate had expired. We should be doing our best to provide stellar service and I'm sorry if this wasn't the case for you. 

It is strange though that you weren't able to find your certificate when checking on your account in store. I believe something more may be coming into play here, such as a second account. I would like to dig deeper into this, 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. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-08-2018

Re: Bad experience with customer service and reward certificate

Tasha helped me figured out what happened to my account and solved the problem once for all. Truly  appreciate it! 

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Posts: 10,576
Topics: 118
Kudos: 279
Blog Posts: 20
Solutions: 495
Registered: ‎01-03-2013

Re: Bad experience with customer service and reward certificate

Hi there Lonestar2018, 

 

You're incredibly welcome! I'm glad I was able to take a look at this and assist. 

Cheers!

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!