02-25-2019 03:48 PM
02-25-2019 06:19 PM
02-25-2019 06:51 PM
02-25-2019 08:18 PM
02-26-2019 12:08 PM
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.