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Posts: 1
Registered: ‎10-11-2020

Refunding reward certificates

I returned a defective tv in store today. I used 6-7 reward certificates to cover part of the purchase for a total of $110. I was told in store all reward certificates would be returned to my reward account. However, only $60 was refunded. I was just told this is because $50 was a promotional certificate and cannot be refunded and there was absolutely nothing that could be done (although applying $50 to my reward account seems like a simple solution). I was told it would have been fine if I did an exchange, which I would have gladly done as I still plan to purchase a TV just trying to decide on options. The policy seems a little backwards considering I could have used it towards another purchase if done via exchange, it was a certificate for using my Best Buy credit card, I returned a defective product, and I was told in person all certificates would be refunded. I looked at my original receipt and all certificates were listed as “reward certificates.” The original email for the certificate also called it a “reward certificate” and nothing about a “promotional certificate.” Crazy that Best Buy cannot make this right. Be very careful falling for you these offers in the future.
Posts: 1,629
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Registered: ‎11-23-2018

Re: Refunding reward certificates

Hi, Mattlough, and welcome to our online community!

Thank you for contacting us for support. I hate to hear the TV you recently purchased was defective, as I know how inconveniencing it can be to have to deal with returning an item. Furthermore, I can understand your disappointment when you were initially told your reward certificates used on the purchase would be refunded to you, but that was not the case.


As it sounds like you've now learned, promotional certificates are intended to be one-time use coupons. No points are awarded for these certificates, so when the points are credited for most certificates, there is nothing to be returned for promotional ones. For more details on this, you may wish to review the post below. 
Return or Cancellation - Where is my reward certificate?
I understand this wasn't an ideal experience though, so I would be happy to review this further with you. Please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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