On 8/23/2022, I received a promotional email to receive 10% back on a single purchase at Best Buy. I was in the market for a refrigerator and I thought this was a perfect time to utilize this promotion.
After activating the promotion, I made the purchase on 8/28/2022, the day the promotion was set to expire.
After patiently waiting to receive the 10% back, my account was only credited with 5% back in rewards. I called in early October 2022 to ask questions.
On 10/21, I called back and was told my case was denied. There (apparently) were two active promotions on my account 1) 10% back on a single purchase and 2) receive at $25 certificate for spending $250. Ultimately, Best Buy applied the second, $25, promotion. I spent 45 minutes on the phone and was told this would be corrected by Cassandra.
On 11/2, I called back as my account did not reflect the additional 5% that I should have received. After reaching a Supervisor, I was told once again this would be correct in 1-2 days. I spent 47 minutes on the phone.
On 11/8, I called back as my account did not reflect the additional 5%. I was told my case was denied as Best Buy applied the $25 promotion. I explained that I didn't have a choice on which promotion they would apply and I would have (obviously) preferred the promotion for an additional 5% back as that would have been approximately $158 in rewards. They told me there was nothing they could do and the 'Back Office' did the investigating. How is it fair to have two promotions and then Best Buy cherry pick which is more advantageous to them? Additionally, I was told over and over again in the preceding calls that my issue was surely going to be fixed. I spent another 49 minutes on the phone on 11/8 and was basically told to go away.
In the span of a week, I bought a refrigerator, and a washer and dryer, spending almost $4,500 in various products. The least they could do was honor their promotion that I was trying to use. Had I not had the promotion, I likely would have financed the purchases over 18 months and not rushed to receive the rewards.
I have been a loyal customer and had my Best Buy credit card for over 9 years. The lack of care and runaround that I have received is absolutely infuriating; especially being told it's going to be resolved and then every time logging on and having to re-call back to hear that it's not.
