Points, Policies & Certificates

[tiffodo]

So, I had a store credit of $52 and some change from a return I had made a few weeks prior to yesterday's ordeal. Upon trying to use the store credit online before going into the store, it was saying my store credit #'s were invalid. When I asked the customer service desk about it, they told me that store credit can't be used online - even though it advertises it as a payment possibility in the checkout screen? I show them this on my phone, and they're like "that's weird, they definitely don't accept store credit online". 

Anyways, I proceed to the checkout registers to pre-order the game I had been attempting to pre-order online. I also had a $10 reward to use, my first reward earned since joining the Best Buy program. To my surprise, the cashier couldn't just use my rewards card or #, and had to actually scan the reward itself? Okay...mild inconvenience, but whatever. I stand aside and scroll through my emails to find it, eventually do, and go to scan it - oops, sorry, we can't accept rewards on in-store pre-orders unless actually picking up the game. 

WHAT?? So I can't use my store credit online, but I can use my reward to pre-order. In store, I can use my credit...but not my rewards. I was given a shrug of the shoulders and "sorry ma'am, I don't know what to tell you"...and then was told to call the customer service line to have my reward extended so that when I pick up my game, I can be refunded the $10. I was able to get the extension (after repeating myself to the service reps who weren't understanding my situation), but we'll see how the refund goes. 

Even more of a kicker: online, I got free shipping of the game directly to my house with the pre-order. In store, I have to go and pick up the game. Lamest customer service ever...will be canceling my card and any future purchases with Best Buy and sticking to Amazon/Gamestop. What an unnecessary hassle and workaround. 

[Tasha-BBY Retired: Social Media Specialist]

Hello tiffodo, 

Welcome to the forum and thank you for reaching out to us regarding your recent experience attempting to pre-order a game with a store credit and My Best Buy reward certificate! Between these two forms of payment, this should have been an easy purchase! 

Store credit should absolutely be able to be used on BestBuy.com, as it should act as a gift card. As for locating and using your certificate in store, we should be able to look up your membership and any active rewards to apply to the purchase. However, the only way to use the reward on a pre-order in store would be to pay in full, as generally deposits are only $5. Per our My Best Buy Terms, the pre-tax purchase total must be more than the reward certificate. 

I apologize for any confusion this may have caused you, and appreciate the opportunity to clarify your experience and the terms. While I would have loved to troubleshoot this store credit with you, I understand it's been redeemed on your in store pre-order. If you should have any questions, please let me know. 

Regards, 

[tiffodo]

Hi Tasha,

Thanks for your reply. I figured this should have absolutely been an easy process, but this store seems to have a problem in under-training their employees. 3 separate employees all told me that store credit is not an option to use online. I was paying for my order in full, I had the total game paid for between my reward and store credit, but they told me that unless I was “picking up the physical game” that my reward was not able to be used. It was only after I had already cashed out that the supervisor then told me that I could have used my reward when I come to pick up the game, and when I told him my reward was going to expire before then, that is when he instructed me to call customer service. He then said to do that anyways, and then I could be refunded my $10 in exchange for the reward when I come to pickup the game.

I think this problem lies entirely with the mismanagement of staff and their ineptitude with the registers, because I was completely baffled at the young kid saying he couldn’t look up my reward using my card or member ID. All-in-all just a completely mind-boggling and hassle of an experience.

Thanks again.

[Tasha-BBY Retired: Social Media Specialist]

Hi tiffodo, 

Would you mind sharing what store this occurred at? 

Regards,