05-18-2019 12:53 AM
I used my reward certificates to purchase a Dyson V11 torque vacuum and returned it on 5/4/2019. At that time, the sales told me i would receive my reward certificates within 24 hours. However, 2 days later, i still did not receive the certificates back. I went to the store in Pleasant Hill, the customer service representative told me that it would take up to 5 days to show on my account. Another 4 days later, I still did not receive the certificates. I went to the store again, and the customer service representative told me that it would take up to 2 weeks. By that time, it has delayed my future purchases. I called the customer service, the representative issued a ticket guaranteeing my certificates would be back on next Friday 5/17/19. I still did not receive it on 5/17/19. I called the customer service again and found out the ticket generated last time was escalated to a wrong department. I have to wait for another 3 business days to receive the certificates.
I was given different/wrong information every time I talked to the customer service representatives and it caused a lot of back and forth. It is unacceptable for me to wait 18 days to get my rewards certificates back. I used to love shopping at BestBuy, but that just ruined my shopping experience with BestBuy. I am extremely disappointed with the customer serivce.
05-18-2019 05:39 PM
Good afternoon, shastaln,
Welcome to our forums, and thank you for sharing your feedback with us. It sounds like there may be some confusion surrounding when your reward certificates should make their way back to your account after a return, and I apologize for any frustration your previous contacts with us have caused. With that said, I do hope to clarify when your certificates should make their way back to your account, as well as offer any additional assistance I can.
As outlined in our Return or Cancellation-Where is my reward certificate? floated post, it can generally take up to three days before the point value of any certificates used on a returned purchase are processed back into your account. As it sounds like your return was processed more than three days ago, I’d like to look into your return further, to make sure there aren’t any issues with these points. To do so, I’ll be sending you a private message to gather some additional information, which you’ll be able to read by clicking on the orange envelope in the upper right-hand corner of your screen.
Speak to you shortly,