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New Member
Posts: 4
Registered: ‎02-09-2019

CUSTOMER SERVICE REP STOLE MY REWARDS

We made an in-store purchase in December 2018. Realized upon returning home that the cashier never inputted our phone number so our account could be credited for the rewards. Called the store, and was told to call customer service. Immediately did, and was told by the customer service rep, after giving all the info about our account and the receipt, that the purchase would show up in a few days. Never received an email as promised with confirmation, and just got around to pulling up our account over a month later, and the purchase is not there. Called customer service again, and after being transferred around for 20 mins to various departments, I was told the purchase was placed on a different account. The supervisor actually laughed, though I fail to see the humor in it. Nice to know that someone else will enjoy the rewards from a $1000 purchase, and that it is laughable to the people you employ. Absolute trash, and I will never make another purchase from criminals. 

Posts: 8,164
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Registered: ‎10-10-2012

Re: CUSTOMER SERVICE REP STOLE MY REWARDS

Hello, KrisMatt511,

 

Welcome to the Best Buy forum!

 

It is not uncommon for a purchase to not get attached to a rewards account from the start.  That shouldn't mean an eligible purchase can't still be awarded points.  Luckily, we have an option on BestBuy.com where our members can report a purchase as "missing."  I have used the tool several times to report my own missing purchases.  If a member is unfamiliar with the tool or is having trouble reporting a purchase online, then we can help report it.  It can take up to 20 days for points from an eligible purchase to officially post.  In your case, it should have only taken a couple days since the original purchase was back in December.

 

What would you say if I told you the purchase was reported correctly and points have been awarded?  I did a quick review of your rewards account and that is what it looks like to me.  Honestly, I am not sure what the other agent was looking at when you called in to follow-up.  Let me see if I can help clear up any confusion and square this away for you.  Before I can do that though, I will need to gather some additional information from you, so I will be sending you a private message shortly.  You can read a private message by first logging into the forum and then clicking on the little envelope icon that is located at the very top of the page.

 

How Do I Report Missing My Best Buy™ Points?

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-09-2019

Re: CUSTOMER SERVICE REP STOLE MY REWARDS

Let me make this clear, this wasn’t an error on our part. We called customer service and gave all the info to have the purchase added. Not only was it not added to the account my husband and I have shared for years, the rep created a completely new account. Now they’re refusing to fix the mistake, we lost out on our rewards, and you all lost 2 customers. Either merge the accounts together and fix the mistake they created, or stop wasting my time.
Posts: 8,164
Topics: 341
Kudos: 112
Blog Posts: 0
Solutions: 487
Registered: ‎10-10-2012

Re: CUSTOMER SERVICE REP STOLE MY REWARDS

While it is intended for a rewards account to not be shared by anyone other than the primary member, I would be happy to take a closer look if you were to reply to the private message I sent you earlier with the information I requested.  You might be surprised to find that a mistake hasn't been made.

 

Have a wonderful day!

Derek|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎02-09-2019

Re: CUSTOMER SERVICE REP STOLE MY REWARDS

I doubt that since I’m looking at the account right now, and the purchase was not added. Take a closer look at the receipt and see if the name on the receipt matches the acct name. I’m sure you’ll find it does not
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Posts: 8,164
Topics: 341
Kudos: 112
Blog Posts: 0
Solutions: 487
Registered: ‎10-10-2012

Re: CUSTOMER SERVICE REP STOLE MY REWARDS

Thank you for confirming your information.  I will follow-up with you shortly.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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