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Posts: 3
Registered: ‎03-14-2019

Order Not Dischargeable At Store

Hi there,


I converted 10,750 points into ~ 220 dollars. I then used those certs to buy merchandise for store pickup for some items, , digital delivery of others (game codes), and shipped direct to me for one that wasn't in the store. The store pickup option said it would about an hour to get ready.


I went to the store to pickup my order and they said something about a fraud hold; likely because I purchased a digital game code online. Oddly enough, said game code was already delivered to my e-mail.


What ended up happening, since I needed the video doorbell that night as I had already ripped my existing one out, was that the store associate had me cancel the doorbell and physical copy video game online. They then had me just purchase it at the store. The problem is I wanted to use all my certificates, not my money. They said I would be able to call into customer service to get the certificates applied to the order and refund me the difference to my card.


Unfortunately, customer service is impossible to get hold of right now. No chat agents available ever, and hold times are 1 hour plus. Can I just send someone the online order # and the subsequent in-store order # and have them handle swapping the payment from credit card to certiifcates for the balance my certs will cover?




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Registered: ‎01-03-2013

Re: Order Not Dischargeable At Store

Hi there, Steven, and welcome to the forum! 

It's great to hear you chose to shop with us while redeeming so many rewards. We're sure you were eager to pick up this order, so we understand why you would have visited the store right away given the estimated time frame of an hour. While we're generally able to fulfill orders within this time frame, we still always recommend customers wait to receive the email notification their order is ready for pickup to avoid any long waits if an order is still being processed and fulfilled. 


With that said, it sounds like the store was able to come up with a resolution for you in the moment, though it left you unable to apply your reward certificates. Under our My Best Buy Terms, certificates are unable to be applied to prior purchases. We understand this is a bit of an unusual experience though, so we would be delighted to see how we can help. Please keep an eye on your inbox in the top right corner of the page for the private message coming your way. 


Tasha|Social Media Specialist | Best Buy® Corporate
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