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Posts: 1
Registered: ‎08-21-2020

Rewards account deleted and never restored all purchases and proper status.

I have been on a long journey with online chat and phone customer service.  I have placed more than 20 phone calls and at least 10 of them have ended in being hung up on by your agents because they were unable to answer my questions or transfer me to a supervisor.  They clearly hide behind the phone and hang up instead of truly helping.


It started back in June.  We purchased a 75" TV with the Magnolia department which totaled $3000 roughly.  Our rewards account was upgraded to "Elite" status and we were two days away from it properly updating after the 15 day waiting period.  Then our account was accidentally deleted by the rewards department trying to consolidate our rewards accounts.  We contacted rewards service right away and they explained to us that it would take a few weeks for them to figure out what went wrong and how to correct the issues and restore our rewards account.  Two weeks went by and I contacted rewards again, they told me that it showed in the system by our case number that it was still in process and asked me to call back in two more weeks.  During this time we had purchased another $1700 worth or product from Magnolia and it was not linked to our rewards account since we were unsure which account number we would end up with.  We were also told that once these issues were resolved we would receive an email from rewards customer service saying their updates were complete.  It's now mid August and we still have never received that email.  


In the past month we have since purchased a 55" TV from magnolia, a couple sonos speakers and have not received the proper points since our account is not showing that we are supposed to be elite plus.


I have called and tried to get customer service to help me further.  Numerous times I was told my requests and issues would be sent to an elevated department of customer service and would hear back.  I still have never heard back from anyone at Best Buy.


PLEASE HELP me in finding someone (anyone) within your company that can help me with my issues.  I have Magnolia receipts and case numbers.



Posts: 1,832
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Registered: ‎11-23-2018

Re: Rewards account deleted and never restored all purchases and proper status.

Hello, bm310, and welcome to our online community!


Thank you for reaching out to us on our forum for support. It's great to hear you've been a member of our My Best Buy program for some time, and have been able to accrue points and take advantage of the awesome perks available. It sounds like you've been given quite the runaround when it comes to your account and the cancellations/merges that may have occurred. I can understand wanting to sort this out and make sure all earned points are credited to you. We'd never want you to miss out!


I'd like the chance to look into your account further. To start, 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.


Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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