02-01-2019 10:02 PM
I had about 600$+ of reward certificates and I was told by a CS rep that they'd never expire. I learned quite some time later that they do expire, and when I called up the rewards department to see if they'd kindly reinstate them so I could use them they wanted 5 business days to look at the case. 10 days later I did not recieve a reply.
I called in and they said they replied, and ontop of that the reply was along the lines of:
"You have used the gift cards and we don't offer points for gift cards"
a) The ticket is not even about gift cards.
b) The ticket is not about points for gift cards.
I have been a loyal bestbuy customer and this is going to be the fastest way to lose that business.
I've asked for an escalation with your rewards department to discuss it over the phone so there can be no misunderstanding, but instead they've passed me around on the phone between their departments for hours.
02-02-2019 11:06 PM
When you're notified about a certificate being issued, it shows when it will expire which is usually 60 days unless stated differently. You can review the detailed terms:
02-03-2019 12:21 PM
Good afternoon ZuesRawji,
Thank you for being a My Best Buy member! Finding you’ve had a My Best Buy reward certificate expire would be most frustrating, let alone around $600 worth of rewards! I know if I let one slip by me, I feel like it’s quite the missed opportunity, so I can only imagine how you may be feeling with such a large amount.
Our My Best Buy Terms advise that while points don't expire on active accounts, certificates typically have 60 days to be redeemed, unless otherwise noted. We do our best to make our customers aware a certificate has been issued. We send out email notifications that include the expiration date, as Andrew_UN mentioned. As emails may be filtered, overlooked, or even blocked though, we recommend members manage their rewards from BestBuy.com. For more details, you may view the article below.
I understand that you contacted our phone support regarding these rewards, and there seemed to be some confusion surrounding reward certificates versus you redeeming gift cards. I apologize for any confusion that this may have caused. Please know that once certificates expire, we would be unable to reissue them.
I know this may not be the news you were hoping for. We greatly appreciate you reaching out to share your frustration with this experience. If you should have any other questions, please feel welcome to send me a private message.