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Posts: 1
Registered: ‎01-31-2019

Fool Me Once, Maybe Twice, Not Again

[ Edited ]

In July 2017 I purchased a computer and was told that if I opened a BB credit card in conjunction with the purchase I would receive 10% back in rewards. So I opened the card with the purchase. I was not given any information on the reward program except to be told it would result in a 10% certificate I could use in the future.

 

I received my card statement for the purchase but there was no mention/indication of any rewards. I received no other correspondence or queries from BB once I paid that bill.

 

On Dec 29 2018 I contacted BB about my reward (approx $165) and was told it had expired. After some discussion, the agent (Lloyd) advised me that the reward would be reinstated (this had been approved by some authority while we were on the phone) within 24-48 hours. Out of curiosity I looked at my original paperworkand account information, all of which I had retained, from when I opened the card and there is zero mention of any expiration of rewards. The only thing I have seen in BB documentation regarding rewards is that "Reward certificates are coupons for discounts off future purchases at Best Buy stores and BestBuy.com".

 

So I waited on Lloyd. And waited. I checked my balance at the store and online in subsequent weeks and nothing came through reward wise.

 

On Jan 21 2019 I called again. I talked with David who advised me the earlier agent had failed to "process" the request and that he would do it promptly (he also went through some sort of approval process while I was on the phone), and said I'd see it in 24-48 hours. Case ID {removed per forum guidelines}.

 

So I waited on David. And waited. Nothing.

 

Having read the various posts of other unhappy customers combined with my experience of sketchy info on reward protocol, and promises made for reinstatement and not kept, I have concluded that doing business with BB is not the best choice for me given other merchants who are equally competitive and possess superior customer service.

 

So I took my business elsewhere for some recent major purchases, and closed my credit card account.

 

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Registered: ‎01-03-2013

Re: Fool Me Once, Maybe Twice, Not Again

Hello extsebyub, and welcome to the forum! 

Thank you for taking the time to connect with us regarding your experience with the 10% back in rewards offer you received for your first purchase on a new Best Buy Credit Card! This is always such an exciting offer, and I'm sure you were eager to receive these rewards and get to using your laptop. 

With that said, it sounds like there may be some confusion surrounding how these rewards are fulfilled. Please know that Citibank is the issuer of your Best Buy Credit Card account and this account would be separate from your My Best Buy membership. The rewards for this 10% back offer would be fulfilled through your My Best Buy membership, not your credit card account. 

 

Under our My Best Buy Terms though, certificates typically have 60 days to be redeemed, unless otherwise noted. Once expired, we’re generally unable to reissue them. We do our best to make our customers aware a certificate has been issued, as we send out email notifications that include the expiration date. We understand there are many factors that come into play that may prevent a customer from receiving such emails though, so we recommend members manage their rewards from BestBuy.com, where points and certificates can be viewed. For more details, you may view the article below.

 

Expired My Best Buy™ Reward Certificates FAQ
 

I would be happy to review this further with you to ensure you're set up for success  with our My Best Buy membership. Please keep an eye on your inbox in the top right corner of the page for my private message. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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