Points, Policies & Certificates

[Swardan]

On January 17th I bought my wife a new iPhone 13 Pro.  The price would have been the same had I purchased it directly from Apple, or AT&T.  I chose to buy the phone outright from my local Best Buy, because I wrongly assumed I would receive rewards points for the purchase.

I would normally accept the blame for not understanding the terms of the '*exclusions'.  However, based on my engagement with the Best Buy representative, I was led to believe that I would receive points for my purchase.  We currently have service through AT&T under my wife’s name, as such the activation of the phone required her information.  But when asked, the representative indicated the purchase would be completed under my name and Best Buy elite account, ensuring – and I quote, “you will receive your points.”

I do not mean to throw the rep under the bus.  He was absolutely fantastic!  I can only assume, like me, he was unaware of the Apple Points Exclusion.  A case of what appears to be a lack of communication from Best Buy to its customers and employees alike.  When I check out I am asked for my phone number - and my information comes up on the screen.  Could Apple SKUs be set up in your system to display a similar message, informing customers they will not receive points for their Apple purchase?

The other day I went to bestbuy.com to see if my local Best Buy had any Airpod Pros in stock.  While there I checked to see if I had any points to use towards the purchase.  Only then did I learn of the exclusion.  In all, I did not receive 1018 points that I was led to believe, by a Best Buy representative, I would (999 for the phone, 19 for a charger – yet, oddly, I did receive 59 points for the Apple case I bought… ???).  While that only equates to $20, it was that $20 rewward that led me to purchase from Best Buy.  Reaching out in hopes that the same $20 reward (or lack there of) does not lead me away from Best Buy in the future.

[Jenni-BBY Retired: Social Media Specialist]

Hello, Swardan!

Thanks for joining our community here on the Best Buy Forums. I appreciate you sharing your experience and feedback with us. 

While Apple and Beats products and Apple services not purchased on standard credit with the Best Buy Credit Card. However, there is still a way to receive points for these purchases!  My Best Buy Credit Card cardmembers and My Best Buy Visa cardmembers will receive bonus points for every $1 spent on qualifying purchases or net purchases at Participating Properties made with a My Best Buy Program Credit Card when selecting standard credit. This may help to explain why you have seen points for some purchases and not for others. 

Should you have any additional questions or concerns, please feel free to send a private message by clicking the blue button near my signature. 

Best,

[Swardan]

Sincerely, to have simply told me, “too bad, so sad” would have been a better response than what was provided.  I expressed dissatisfaction of being misled by a Best Buy associate (again, with the belief that he was not aware of the exclusion either), and the response I received was an attempt to sell me on a Best Buy credit card?

Addressing a customer dissatisfaction, even with a “no” answer, is a great opportunity to earn a long-term promoter.  In contrast, this is a perfect example of how to ensure a detractor.

Really REALLY disappointing.

[Jenni-BBY Retired: Social Media Specialist]

I am sorry to hear that this is how you are feeling. 

To learn more about this, please visit the My Best Buy Terms. 

If there is ever anything else that we may be able to assist with in the future, please do not hesitate to reach out. Until then, stay safe and have a fantastic week. 

Best,