Points, Policies & Certificates

[Ford_1400]

Hello, I have got quite the saga for this $25 reward certificate, and it starts in November during Black Friday. 

I purchased an Xbox Controller for $60 plus a $17 warranty, and later the price dropped.  The purchase was done using a $50 and $25 certificate.

11/23/20:  I went into the store to do a price match; however I was informed that traditional price matches weren't being performed during Black Friday, and that I would have to buy the controller again and use my certificates on another item.  I had no problem doing this, as I was planning on doing more holiday shopping anyway.  I went ahead with paying with card and was told the certificates would be back in my account within a few days.

11/25/20:  I only had received a partial refund for my $50 certificate, so I called 1-800-237-8289 and was told by the representative that during the Holiday's the system may be overloaded, and that certificates should be returned to the account within 2 weeks, so I was to wait 2 weeks for them to appear.

12/08/20:  It had been 2 weeks since the purchase, so I called again as the $25 certificate had not been updated in my account.  The representative was very nice, looked up the issue, and told me he did not know why the certificate hadn't been re-issued, as it had been quite some time, and the $50 was already redeemed.  He took my information and told me he would escalate the issue, and I would receive an email with a supervisor within 2 weeks.  I was quiet dissapointed, as this would mean I would have to wait a month since the purchase, but he assured me this was the best course of action.

Since then, I have not received an email, I have checked my spam folder and my BestBuy account, but the certificate is still not there, I honestly don't understand why it is so difficult to get my full refund.  I basically returned a product, to not get the full price back.

[AndrewB-BBY Social Media Specialist]

Hello, Ford_1400,

Welcome to our community forums. As a My Best Buy member, I know I would want to make full use of this certificate and make sure I got the best price during the holiday season. I appreciate you writing to us about your experience so far and would be glad to see how I may be able to help moving forward.

As you mentioned, it normally takes three days for a My Best Buy certificate to be returned to your account in the event an order was cancelled or returned. Do you know if this was a bonus or promotional certificate? These are are intended to be used once and do not have a point value.

I'd be glad to review your My Best Buy account to see if I can help determine that status of this certificate. I will need to verify a few more details to do so. I'll be sending you a private message shortly. You can check your inbox by clicking the orange envelope in the top right corner of your screen after logging into your forum account.

I'll keep an eye out for your response.