Points, Policies, & Reward Certificates

[JeffnAtlanta]

All I want is my Best Buy rewards points certificate.  My points were pending for 6 weeks for my purchase of my tv that cost approximately $3,100.00.  I have called a few times to see when they would post and was told it took 30 days.  After 30 days, it still wasn't posting and still showed at pending.  It has now been 6 weeks and no points.  I logged in today and it shows -69.  That is way off as it should be 3,100 points.  I am really starting to think this is a scam and I am willing to share my experience with everyone that I know who is in the market for big electronic items such as tvs.  I will unless I get some kind of resolution out of this.  I should get BONUS POINTS for all the trouble I have been dealing with since no one seems to know how to handle this problem or cares to help.  I feel that I have had no customer service throughout this entire fiasco.  It is sad when you have to tell your story over and over and no one seems to know what to do on the other end.  It is almost like it is done on purpose.  That is why I think it is a scam.  In my business, if there is no customer service, there is no business. 

I am willing to talk to someone that knows what is going on and who will get my 3,100 points to me today.  Is that too much to ask, since I am actually owed that?  I feel like I am owed more for the trouble.

JeffnAtlanta        

[JeffnAtlanta]

Anyone have any idea?  Have I been robbed of all my online certificates?  Help anyone?  Anyone?

[JeffnAtlanta]

44 days and counting.

[mstng87gt Trusted Contributor]

It can take a couple of days for the CC's to get back to you.

[phloog]

This program, and the associated Gamer's Club, is of no value to me anymore.  They can't keep their totals straight, they add bonus points which I confirm as correct with their people on the phone, then they DELETE those bonus points as if they were an error, despite having me confirm with a call rep AND their 'supervisor' that the points were earned.  I never know when I buy something if I'll get NO points for it, points but only after having to call and complain, bonus points, but only after months of no information, etc.

I can't trust Best Buy to properly count these, and I can't spend hours tracking their information for them to make sure I'm not being ripped off. 

I email and PM various folks at Best Buy and get NO RESPONSE, wasting more of my time.  This program is now a loyalty KILLER for me...and still no one answers me.

So this is FABULOUS NEWS for all of Best Buy's competition, because they've chosen to treat me like dirt RIGHT BEFORE BLACK FRIDAY and CHRISTMAS!

When earlier this week they confirmed that they HAD updated and corrected the GC bonus situation on the phone, I went out and bought three new video games...this morning, they wiped out all my points...those games (and some phones, a Sony E-Reader...basically anything bought in the last 45 days) are going back to the store if I don't hear something in the next day.  (EDIT) - Now I'm off to the Consumerist and a number of other sites to make sure that others know that this program is complete chaos - if Best Buy won't talk to me, I'll talk to others.

[JeffnAtlanta]

I know what you mean.  I spent $3,100.00 on a new tv.  They also charged me $69.00 for the free delivery.  I got the $69.00 credited.  My points never showed up and I am supposed to have 3,100 points, actually triple that because I spent $2,500.00.  My points total says (-69).  Someone is having trouble counting.  LOL 

This is almost funny, but with the hours I have spent trying to get it corrected (and it hasn't yet) it just isn't funny anymore.

[phloog]

Yep...this is the math everyone should be doing:

- Hours spent checking/rechecking points totals because you don't trust them

- Hours spent calling, emailing, posting on this forum to try to get them to do what they promised

Multiply that by your hourly pay...or heck, even by MINIMUM WAGE, and you'll quickly find that it's not worth it and you might as well shop wherever the initial price is lowest (try this thing called the Internet! It's Awesome!)

Then figure in the fact that you're giving more money to a company that isn't honoring its commitments.

Then figure in the fact that you're giving more money to a company that is ignoring you

For me they still have the ability to make it right, but it's sure getting close to the point where they lose the thousands a year I spend there (and my friends are going with me).  The idea that they don't even publicly acknowledge the issue with the GC, and don't just send out a free $20 certificate as a way to make it right, shows that Best Buy has reacted to the down economy by circling the wagons, and holding onto any cash they can even if it upsets the customer...that's a great short term decision, and a lousy strategic decision.

[JeffnAtlanta]

Sarah,

Still nothing on my points.  What else can I do?  I really don't want to return the tv back to the store.  I did save the box though in case that was my only option.

How can I get this point situation corrected?

Jeff

[phloog]

After waiting 'several weeks' for resolution of my issue. I'm now being told it will take 'several weeks'.

My advice to you is to take it back, and talk to the manager.  Tell them exactly what's going on, and see if they will do something in store for you of equivalent value, because it's clear that they are completely clueless about what's going on with this program.  With the way prices are going, I'd say take it back and see what they'll do. 

If they refuse to take it back, then I'd suggest contacting the AG in your state...my purchases were WAY smaller than that, and based on how they're stonewalling me I'm looking at that option now...because despite any claims they may make, they have advertised something, generated sales based upon it, and have refused to follow through in a timeframe a reasonable person would consider acceptable.  No state in the country wouldn't take that one.

[JeffnAtlanta]

Ok.  I have now waited a week like I was told.  Still nothing.

It has now been 7 1/2 weeks since I purchased my tv and 0 points.  Actually it shows (-69) points for whatever reason that they cannot fix as well.

You cannot earn points on delivery or installation purchases, but when they charge me for installation "on accident", they feel they can deduct me points on something they credit me that was their fault?  Who is running this show??