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New Member
Posts: 3
Registered: ‎02-25-2019

“Rewards” points (Scam?)

I purchased close to $18k on a premium Thermidorian Range. That was in the summer of 2016. It was supposed to be delivered before my big Thanksgiving, but did not end up delivering until 2017 (But that’s a whole different issue)
I opened a Best Buy CC acct so that I could get 10% in Rewards Points. I was told that I don’t get an actual gift card, but the points would be on my account to use for future purchases. I never actually logged onto my account. Actually, apparently I never created an account and had to have customer service help me do so this morning.
I went into a store yesterday to purchase a $5,000 television. I had intended to use my “Reward” towards that purchase. Not so fast! Those points are apparently long gone. According to who you listen to (I was told 3 different stories by 3 different BB employees), you get either 30 days, 6 mos or one year to use the points. This was NEVER explained to me. Had it been, I would have used them on SOMETHING, rather than simply letting them expire.
And why would I expect them to expire? Gift cards never expire by law.
At any rate, if it is buried in the pages of credit card fine print, shame on you.
Bottom line is that I used the 10% “Reward” to make my purchase decision. But at some point in the dark of night, someone decided to strip me of the “Reward”. I called customer service and asked that they be reinstated. By several supervisors in Mexico City (which is the call center where they read from scripted material instead of actually providing customer service), told me that it is IMPOSSIBLE to restore my points. They say their database does not go back that far. And yet, at the store they are able to pull up my original purchase and see that I had not used the Reward.
Every customer service supervisor (Nelly and Oswaldo and another that I did not get the name of), smugly told me that it had been too long and there was nothing that could be done. When asked for their supervisors, I was told that they could not give me that info and that they were the end of the line for me. Well, they are not the end of the line for me. There is no reason that these points should have been forfeited. If that’s the policy, it should be clearly stated so that customers understand it. Though I think it is extremely unfriendly to customers.
I would respectfully request that these missing points be restored to my account. I will endure that they get spent in a timely fashion.
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Best Buy Employee
Posts: 1,919
Registered: ‎01-09-2015

Re: “Rewards” points (Scam?)

It’s most definitely not a scam, the exact process is outlined in the terms and conditions for My Best Buy:

https://www.bestbuy.com/site/my-best-buy/my-best-buy-faqs/pcmcat312400050004.c?id=pcmcat312400050004...

Under the heading “What purchases don’t qualify for points” it mentions that Thermador does not qualify. This is due to Thermador’s price protections, no authorized retailer can offer a benefit over the others including rewards points or discounts not approved.

With that said, per the same terms and conditions listed above after a year of inactivity on your My Best Buy account the points would have converted to Rewards Certificates. These certificates would have had an expiration date which also would have lapsed by now.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 3
Registered: ‎02-25-2019

Re: “Rewards” points (Scam?)

Seems a very odd response for one that isn’t authorized to have an opinion. I was told very directly that I WOULD receive the 10% in Rewards points. (Your opinion about whether a Thermador purchase qualifies, notwithstanding.)
The crux of the issue is not whether I received them, but rather how they were taken. And I’ve heard as many “opinions” on this matter as I have employees I’ve spoken with. I never received any Certificates, thus I never was warned that they would/could expire.
If it isn’t a scam, it’s sure hard to see how it isn’t. BB could make this right if they cared to. It appears that they are just happy to get out of providing what they agreed to.
If your name doesn’t have a -bby attached, please do not bother responding. I want an “official” response that if unfavorable, I can use as the basis of my next actions.
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Best Buy Employee
Posts: 1,919
Registered: ‎01-09-2015

Re: “Rewards” points (Scam?)

Honestly it’s not an opinion, it is specifically called out in the terms and conditions at the link I provided. You would have been notified/sent the certificates at the registered email when the certificates were made, but as I stated Thermador is specifically excluded from earning rewards points. But you don’t need to take it from me, you can wait for the official reply. I just wanted to get you pointed in the right direction while you wait. The moderators should be by within a few days, just hang tight for your official answer.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 12,468
Topics: 201
Kudos: 426
Blog Posts: 21
Solutions: 616
Registered: ‎01-03-2013

Re: “Rewards” points (Scam?)

Good morning Stacy55, 

 

Welcome to the forum and thank you for being a My Best Buy member, and Best Buy Credit Card holder! I truly wish you had found this forum under better circumstances. After purchasing a $15,000 Thermador appliance with 10% back in rewards on your first purchase, I'm sure you were pretty excited to get the appliance delivered and installed, and also reap the benefits of our My Best Buy program. With that said, it sounds like the delivery didn't go as planned as it was a whole new year by the time you got it, and then to find much later that the rewards expired would only add to your irritation with this experience. 

 

As it seems you are aware, our rewards are not gift cards, and thus do expire. While points don't expire on active My Best Buy memberships, they are often automatically converted to reward certificates which do expire. Under our My Best Buy Terms, certificates generally expire after 60 days, unless otherwise noted. As indicated by the "unless otherwise noted", there may be exceptions to this time frame, as promotional certificates often expire after 30 days, and other certificates may indeed have longer than 60 days. Once a certificate has expired though, we're generally unable to reissue them, especially ones of this age. 

 

Because certificates do expire, we do our best to ensure customers are aware through email notifications that advise of the issuance and expiration date. Of course, email isn't always a perfect system as they may be filtered, blocked, or simply overlooked as marketing emails. As such, we always recommend customers manage their My Best Buy memberships by logging into BestBuy.com. I'm glad to hear that a phone agent was able to assist you in creating a BestBuy.com profile with the appropriate membership linked. This should certainly help you manage your rewards going forward. 

 

As jdogg836 pointed out, we do call out in our My Best Buy FAQ that Thermador products do not qualify for points. While I don't believe this is a new exclusion in the last few years, I would like to verify it just to be sure while I take a closer look at this experience with you. Please keep an eye on your inbox in the top right corner of the page for my private message. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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