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New Member
Posts: 2
Registered: ‎01-02-2019

Bonus Reward Certificate and Returns

After searching for quite a while I think I found my answer on this site. Unfortunately it just brought on more dissatisfaction with Best Buy. There was a time I really liked Best Buy, but more and more I'm finding myself not wanting to deal with their shenanigans. I ran into SEVERAL messages/complaints over SEVERAL years addressing the loss of a bonus certificate upon making a return, yet Best Buy still does not put this on the actual certificate nor is it stated in the My Best Buy Program conditions. You somehow think this is helping you gain customers, but it is doing just the opposite; pushing those whom are barely hanging on completely away. I read the certificate, which basically states that it falls under the My Best Buy Program conditions. So if you look under the My Best Buy Program FAQ's it states the following:  

If I return an item where reward certificates were used, do I get them back?

Yes. If you made a purchase using reward certificates and your order is returned or canceled, we will refund the points to your My Best Buy account, within 3–6 business days. 

 

In-store customer service also tells me that it will be added back to my rewards account.  And yes I did state and show him the actual Bonus Reward Certificate. I ask if I do an exchange instead would I have to wait for the points to be refunded. I'm told no, if I do an exchange the certificate will come off of that exchange. Wrong! When I checked my receipt that is not what happened, but to add insult to injury, my return receipt clearly states that $10 will be credited to your My Best Buy account. Was this certificate returned to my account? Absolutely not! So basically I'm lied to up until the point of complaining. Bye, Bye, Best Buy!  I refuse to play this game with you.  By the way by doing this you handed my purchase, which was quite a bit more than $10, right over to Amazon!

Posts: 10,886
Topics: 128
Kudos: 282
Blog Posts: 20
Solutions: 519
Registered: ‎01-03-2013

Re: Bonus Reward Certificate and Returns

Hello susanOH, and welcome!

Thank you for being a My Best Buy member. We greatly appreciate you reaching out to us regarding your dissatisfaction surrounding our My Best Buy promotional certificates. Our My Best Buy program is intended to be a pleasant way for our members to be rewarded for their loyalty, so it is sad to hear you may be looking to shop elsewhere over a promotional certificate. 

 

Promotional certificates are intended to be a little extra something for using your My Best Buy Visa outside of Best Buy or participating in other offers with us. Promotional certificates are easily identified as they typically have shorter redemption periods and are also issued without any modification to your points (no points are awarded for them to be later deducted). 

I'm glad to hear that you have reviewed our My Best Buy FAQ. You will also notice that it advises under this question that the points for the certificate are what is credited. As promotional certificates are issued without any points, there are no points to be credited. Furthermore, under our My Best Buy Terms, certificates may only be used once. 

 

I would be happy to further discuss this with you, so I am sending you a private message. Please keep an eye on your inbox in the top right corner for my message. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-02-2019

Re: Bonus Reward Certificate and Returns

See how easily and clearly you explained this, so why not simply put this right on the certificate? It's simple: Since this is a Bonus/Promotional Certificate and no points were deducted from your My Best Buy account, if item(s) purchased with this certificate are returned no points will be refunded to your account. The value of the certificate is FOREVER forfeited upon redemption. Wouldn't this be easier than sending your customers on a wild goose chase through mountainous amounts of terms and conditions which still does not clearly state this? Maybe, just maybe people would be a bit more cautious of their purchase knowing up front they'll lose the savings if they return the purchase. Another idea, maybe it should just be called a coupon because this is a general understanding of coupons. Also since your system seems to at some point know this is a bonus/promotional certificate, maybe it should not be stated on my return receipt that $10 will be credited to My Best Buy account, if for no other reason than it simply being a false statement.
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Posts: 10,886
Topics: 128
Kudos: 282
Blog Posts: 20
Solutions: 519
Registered: ‎01-03-2013

Re: Bonus Reward Certificate and Returns

Hello susanOH, 

 

Thank you for taking the time to share your feedback with us. Typically, promotional certificates aren't listed as being returned on receipts as our system does identify them as such. 

This is why I would like to look further into this with you. If you could please respond to my private message, I would be happy to take a look. 

Thank you, 

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