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Posts: 1
Registered: ‎06-05-2020

Rewards Certificate not being returned back to me

I received a BestBuy Rewards Certificate for $50 on my BB account with no mention of it being a promotional certificate. When I ordered the product online for pickup, on the checkout page, it made me enter a BB Rewards Certificate number.


Unfortunately, I had to return the product to BestBuy because it was defective and purchased another item. Before returning it, I asked the curbside return employee about the $50 certificate I used and said it would return back to my account and can be used once it's back for future purchases.


To this day, I still don't have the returned $50 certificate. Item was returned on May 28th.I chatted with BB Customer Service and he said that the promotional certificate cannot be returned.


I feel scammed out of this because:

1) There was no mention in my BB account that it was a promotional certificate

2) There were no fine prints on the certificate saying that it cannot be returned when the item is returned

3) When I returned the item, I showed the BB representative the printout BEFORE returning the item to him and ASKED if I would get the certificate back? He said that I will be back to my account 3-6 days. 

4) Had I known this to be the case, I would have just used it to purchase common household item that is not at risk of being returned.

5) It was beyond my control that the item was defective and had to be returned. Why am I being penalized out of my $50 because of this?


I would really appreciate your help and assistance on this. Thank you.

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Registered: ‎01-03-2013

Re: Rewards Certificate not being returned back to me

Hi there, cieloquinio, 


Welcome to the forum, and thank you for reaching out regarding your My Best Buy certificate. Redeeming a reward certificate would be pretty exciting. While we never anticipate a purchase not working out, on occasion it is bound to happen. 


I understand though that this $50 certificate caught you by surprise as a promotional certificate. These are intended to be easy to identify. They're generally received from outside spending offers from a My Best Buy Visa, and are issued without any point value. This is because they are intended to act more as one-time use coupons. Under our My Best Buy Terms, certificates may only be redeemed once. Generally, if a certificate is credited back, it is actually the points that are credited within just a few days. As I mentioned the promotional certificates do not have point values associated, they would not be able to be credited back. For more information, please feel welcome to check out the post below. 


Return or Cancellation - Where is my reward certificate?


With that said, I imagine that the associate you spoke with provided information based on our regular certificates with no ill-will in mind. I know this was far from an ideal experience for you though, and see you've already sent a private message my way regarding this. Please be on the lookout for my follow up there. 


Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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