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Posts: 6
Registered: ‎03-11-2017

Reward Certificate Shenanigans

[ Edited ]



I reached out to Best Buy Rewards Department yesterday about a certificate I was supposed to received for a December 29th purchase. After explaining to the rep I had been waiting for this reward certificate since last month, he issued it right away for. Total amount for the certificate was $30. I thanked him and that was the end of the conversation. A few minutes later I noticed a prior certificate in my account for a $20 value disappeared. So I reached back to Best Buy for an explanation. The rep, Armando, stated the last rep extended the expiration date that was the reason I couldn't see it; but it should reappear within the hour. The certificate never showed up so I contacted Best Buy again. I asked for a supervisor and Michael then stated the certificate was voided out because two items were returned on January 6th, hence the adjustment. I rebutted his justification by explaining to him the two items returned were WebRoot S2 Internet Security softwares and they were free of charge. I told him his justification didn't hold water; one, the items had no bearing on the overall purchase because I didn't pay for them to begin with and second, why did it take almost two months for Best Buy to make the adjustment. I asked him for his Rep ID number and for a senior person contact information so I can file a formal complaint. He refused to give me the information and further stated to google it. I was livid! So, I drove to the nearby Best Buy located at 10035 W McDowell Rd Avondale, AZ 85392 so I can file the complaint and close my account. The Customer Service Manager there recahed out to the reward department and reiterated the softwares were free and the adjustment shouldn't have happened. They changed their explanation for the third time and stated the $20 reward certificate was incorrectly calculated and the amount should have been $30 from the getgo hence the reason the $20 was voide out and replace with the $30 one. I was so defeated by then, I asked the Customer Service Manager for the case number and a contact information to file a formal complaint. She wrote (888) 237-8289 and stated just ask for the complaint department once they answer. She also gave me case number {removed per forum guidelines} as a reference. I then left the store and immediately called the number. I was bounced around and the last rep I spoke with stated they didn't have a compaint department. I just ouldn't believe it.


So as a result, I would like someone to contact me regarding this incident. Also, I would like instructions on how to close my account.


Much appreciated! 

Posts: 12,468
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Registered: ‎01-03-2013

Re: Reward Certificate Shenanigans

Hello LouiFitz, 


Welcome and thank you for being a My Best Buy member! Reaching out to us to check on the status of a reward certificate shouldn't cause as much trouble as it seems your experience has. It sounds like there may have been some confusion caused by the return of your WebRoot software, and whether or not it should have resulted in a deduction of your points. I'm truly sorry this caused as much trouble as it has, and that you've had quite the run around. 

I would like to take a look at this to see what exactly should have happened, so I am sending you a private message. Please keep an eye on your inbox in the top right corner of the page. 


Tasha|Social Media Specialist | Best Buy® Corporate
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