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Posts: 1
Registered: ‎01-12-2018

Negative Experience with Online Purchase and Customer Service

So I placed an online order yesterday, and applied a $50 Reward certificate that I have on my account, all $50 was used on this order.


As for the order, I picked store pick up selection and checked availability online, it said available.  The next morning, I got a call from the pick up store, saying they couldn't find 1 of my item, ask me to select another store for pick up.


Fine, so I picked another store online, which also said "available".  Then a while after, I got email from Best Buy saying that 1 item they couldn't find it at the second location either, so they cancelled that 1 item on my order.


Ok, Fine.  Let's not trust BB store availability anymore, I will just order again with shipping instead.


The problem is, due to the 1 item cancellation, only $32.88 of the rewards certificate was used.  I called BB customer service, was told by the agent that it will take couple hours for the remaining amount to get refunded to my account.  Ok, I waited a whole day, nothing shows up.


Got on BB Online chat and explained the situation to one of the agents, this time I was told I need to wait 15 - 20 days for it to get refunded, this is ridiculous.


I wanted to speak with someone from the rewards department, this time they are telling me 3-5 days, and they have no other way to help me out.



I am very not pleased with Best Buy handling on this.  First of all, this is Best Buy mistake to begin with.  Then 3 different agents telling me 3 different answers, I guess nobody has a clue what's going on.  And I now have to wait god knows how many days to get my rewards back.  


I have been an Elite Plus Member with Best Buy for many years.  I can't believe the way BB handling this.  I wanted to get the item before my trip, now I have to wait before I use the rewards, or just purchase without rewards.

If that's the case, I might as well just purchase elsewhere, at least when other stores list "available", they mean it!



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Registered: ‎01-03-2013

Re: Negative Experience with Online Purchase and Customer Service

Welcome to the forum ivanc3387!


Thank you for registering with the forum! It's fantastic to hear you chose to shop with us. I'm sure you were quite excited for this purchase, especially as you were redeeming your reward. With that said, I'm discouraged to hear we were unable to fulfill part of your order at not one, but two different locations. 

When an item is cancelled or returned that a certificate has been redeemed on, you should receive the portion of the certificate applied to the purchase back. While this is usually a pretty quick process, only taking a day or two, it can take 3-6 business days. I apologize for any inconvenience the cancellation of this item may have caused, and for any further inconvenience you may have endured while waiting for your certificate to be returned. 

Using the details you registered with the forum, I see that you've received your rewards back. If you should need any further assistance, please let me know. 


Tasha|Social Media Specialist | Best Buy® Corporate
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