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Posts: 4
Registered: ‎04-11-2019

Rewards Certificate Issue, unprofessional response from customer service

Hi, My rewards certificate was expired in 2018 and they were re-issued till Mar 2019. I was out of country last year, thus not able to utilize the rewards certificate. The certificate has expired now and BestBuy customer service is not re-issuing them. FYI, this reward certificate was auto issued for points issued towards my purchases in BestBuy store. Since the rewards points never expired, I don’t understand the reason of forfeiting the rewards certificate. I don't want to lose my rewards money, and was hoping that BestBuy can issue back reward points or Gift card to compensate the expired certificate. I was an ELITE PLUS customer but I am very disappointing with this response and behavior of customer service, and may no longer prefer to shop with Best Buy. Sorry to say, but this is not the right way to take customer money.
Posts: 3,111
Topics: 23
Kudos: 323
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Registered: ‎11-29-2016

Re: Rewards Certificate Issue, unprofessional response from customer service

Hello, RohanArora,

 

Welcome to our forums, and thank you for sharing your feedback with us.  Discovering your My Best Buy™ reward certificate has expired can certainly be a disappointing experience, especially considering it sounds like this has happened more than once. 

 

Generally speaking, once a reward certificate has expired, we’ll be unable to reissue them, as outlined in the My Best Buy™ Program Terms.  If you have any other questions about expired My Best Buy™ reward certificates, we have a handy FAQ article that may provide additional insight:

 

Expired My Best Buy™ Reward Certificates FAQ

 

While I can’t guarantee I’ll be able to provide an answer beyond what it sounds like you’ve been given by phone, I would like to look into your account further, to make sure we’re exploring all options available.  If you could use the blue “Private Message” button in my signature to send me the following pieces of information:

 

  • Your first and last name
  • Your phone number
  • Your email address

 

This should be enough information for me to begin my research.  As I mentioned, you’ll want to use the blue “Private Message” button in my signature, so we’re keeping this sensitive information out of the public view of our forums.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-11-2019

Re: Rewards Certificate Issue, unprofessional response from customer service

Hi, I have sent the private message with requested information. FYI, as mentioned in my message that rewards points never expired, Since the reweds certificate created from rewards point, it should Not be expired as well. That policy does not make sense.
Posts: 8,288
Topics: 347
Kudos: 110
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Solutions: 496
Registered: ‎10-10-2012

Re: Rewards Certificate Issue, unprofessional response from customer service

Sean is out of the office today, so I will be jumping in to see what I can do to further assist.  I can see that you have sent a private message with the information requested and will be replying shortly.  To read a private message, you will want to login to the forum and click on the envelope icon at the top of the page.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-11-2019

Re: Rewards Certificate Issue, unprofessional response from customer service

Hi, In regard to your message, I understand that there was an exception made to re-issue a certificate, but that time I was new to Best Buy reward program and unaware of that it’s a default process to issue a certificate for every 500 points, until it is manually opted out. Also, for that exception I have requested to convert them to points only, but it was again put back in certificate. It they were issued in points, this issue won’t occur. The point of concern is that why Bets Buy is complicating the things for customers with non-expiring points and expiring certificate. I still have 2000+ points which won’t have any expiry and can be there for more than a year if not utilized. Moreover, we can use the rewards against new purchases at Best Buy only, so how does it matter if I was not able to utilize my reward for few days or month or a year. FYI, the reason I was not able to use the certificate because I was out of the country most of the time last year. Thus if you can please re-instate my reward certificate even with a few days of validity, that would work for me.
Posts: 8,288
Topics: 347
Kudos: 110
Blog Posts: 0
Solutions: 496
Registered: ‎10-10-2012

Re: Rewards Certificate Issue, unprofessional response from customer service

If you have additional questions about your rewards account, then please reply to the private message I sent you on Sunday.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-11-2019

Escalation required on unsatisfactory response

I have raised a concern related to expired reward certificate on thread "Rewards Certificate Issue, unprofessional response from customer service". I did send a private message as requested by Derek-BBY, but didn't receive any response and it looks thread was closed, however i still have open concern on it. But end of the day, I need to re-instate my expired reward certificate. Thanks.
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Posts: 8,288
Topics: 347
Kudos: 110
Blog Posts: 0
Solutions: 496
Registered: ‎10-10-2012

Re: Escalation required on unsatisfactory response

Rohan,

 

An answer has already been provided on multiple occasions, which will not be changing.  We will not be reissuing your expired certificate.  Please feel free to send a private message, by clicking on the blue button in my signature, if you have any other questions about your rewards account or the My Best Buy™ program.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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