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Posts: 3
Registered: ‎10-31-2011

Disappointing Experience regarding Exchange/Return with certificate purchases

[ Edited ]

To whom it may concern, 


I just had a very disappointing experience with my local best buy customer service as well as the 1-888-BEST BUY people. 


I bought the Hyper X Cloud Flight for $159 online on November 11. I tried to price match for the cyber Monday deal which had that same headset for $99 but price match was blocked for the weekend. So I decided to return/exchange for the same item at a local best buy and the customer service people said they couldn't do the exchange because they didn't know if the certificate rewards would be refunded so they told me I shouldn't do the exchange or return. This is very confusing because I see that on this forum, certificates are refunded after 3-6 days. Who am I supposed to believe? 


Why did BEST BUY customer service for retail and 1-888-BESTBUY not know what to do with certificates and exchanging/returning items that were purchased with certificate rewards?


I wasted a lot of time going back and forth on the phone and retail store just to find out that they didn't understand or misinformed me that their system cannot do the exchange/return because there is a certificate reward attached to the purchase. 


I could have had another $60 to spend at the store on something else for the holidays but I was being denied at every step of the way. 


If this is the way they are going to treat a Elite plus member as well as a Best Buy card holder, then I might as well take my business elsewhere like Amazon who have excellent return policies and their customer service knows what they are doing when I call them. No hassles on missing shipments or returns. 



Order # - {removed per forum guidelines}


There was also another part of the order that was "shipped" but Best Buy never bothered to check if the item was shipped or delivered. I figured it was an UPS problem but I feel that it is irresponsible for Best Buy to not check on an item that should have been shipped weeks ago. 





Disappointed customer. 




Posts: 11,872
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Registered: ‎01-03-2013

Re: Disappointing Experience regarding Exchange/Return with certificate purchases

Hi there mightymoose02, 

Welcome back to the forum and thank you for reaching out to us regarding your recent shopping experiences. 

Keeping an eye on our sales from Black Friday to Cyber Monday is a great way to get an awesome deal. With that said, it can be disappointing to see an item you've recently purchased on sale. Under our Price Match Guarantee, we're quite clear that there is no price matching between Thanksgiving Day and Cyber Monday. 


As for returns or exchanges, in most cases certificates are returned within a few days. If you used a promotional certificate though, such as from an outside spending offer, then the certificate would not be returned as they're intended to be a one-time use coupon. For more information, you can always refer to our My Best Buy Terms, FAQ, or even our Knowledge Base here on the forum. 


I understand that this information may come a bit too late, as the sales would have ended yesterday. We greatly appreciate you reaching out to share this experience with us though. 

As for your order, it sounds like your order may have been lost in transit. When lost early on, it can seem that we've simply marked it as shipped without shipping an item. Ultimately though, between the volume of fulfilling orders on our end, and delivering orders on the carrier's, it's hard to tell where the error may have occurred. 

If you're still in need of assistance with your order, please let us know! 



Tasha|Social Media Specialist | Best Buy® Corporate
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