Points, Policies & Certificates

[lSmith2486]

I have $185 in rewards certificates sent to me for purchases I made late November. I was talked into opening a credit card and using that to get these reward certificates. I never would have opened the account without that $185 dangled in front of me as incentive to do so. I would have bought the MacBook and iMac elsewhere that had a better deal... the $185 put BestBuy as the best deal at that time. When the reward certificates came via email, I went online to make my purchaes to redeem them, and I get a message that they are invaild. I call customer service and they say the reward certificates are under a new Member ID that was created and that I also apparently have an old account from years ago, and that is what I have access to online. The reward certificates are not available under my old account. They said they need to merge my accounts and I will be "good to go" within a few days. I've made three calls now to customer service. Two times they have said they will merge the accounts and I should be able to use them within 2-4 days. When I log in days later, the account is still under my old member id and I cannot access my rewards certificates to use. I called AGAIN, the third time, and they say they don't know why it isn't working, they'll try again. This is ridiculous. It needs to get fixed. I shouldn't have to call three time. I tried sending a private message and have not gotten a response. I'm beyond dissapointed with BestBuy. You are stealing $185 from me basically. "Issuing" reward points that I cannot use because they come up as "invalid" because you cannot figure out how to merge my accounts is unacceptable.

[Deysha-BBY Social Media Specialist]

Hello, ISmith2486,

Welcome to the Best Buy Forums!

I appreciate you taking the time to write us regarding your BestBuy.com account. This is not the experience we'd like for our customers, and I am more than happy to see how I can help. I have responded to your private message, which you can find it at the top right corner of your screen in little orange envelope icon.

Regards,

[lSmith2486]

I responded to your private message. This was way too long to get a response on a customer service forum. Nothing ever resulted from the hours I spent on the phone 3 different times. Each time I was told it would be resolved within days (at the most), and nothing ever changed. I eventually drove over an hour to the nearest Best Buy to get this taken care of in person. I was never able to use the certificates online. The guy at the store said he does not know why they were not able to response to this and this over the phone, that it should have been a simple solution. He was able to look up the account, plug in my certificate numbers so I could use them. It's done and taken care of finally after the worst customer service I've ever experienced trying to get this resolved. I'll never buy from Best Buy again. 

[Deysha-BBY Social Media Specialist]

Thank you again for the response, ISmith2486. As I mentioned in my private message, we've been extremely busy on the forums due to the holiday season traffic, and have been working hard to get back to everyone. I truly apologize for the delayed response. It was definitely not my intention to make you feel ignored, and this should have been resolved for you.

We never want to lose a customer, and I'd like to turn this experience around for you, as well as merge all of your accounts for you. I am here to help wherever I can.

Sincerely,