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Posts: 2
Registered: ‎04-07-2019

Struggling with Customer Service


I got this promotion that says: use 300 outside of bestbuy and get 30 in Bestbuy. The email had no such details on it regarding (if you use 300, you will get 30 for 30 DAYS only).

I called bestbuy customer service and asked for an extension, the person said this can't be extended or replaced or anything. Use it or lose it.

I don't understand what kind of stiffness this is. I cannot believe that I am an Elite+ and yet still not receiving any flexibility or any significant benefits compared to non-elite for something small like this - literally a 15 day extension!!

I don't understand how I am benefiting or being actually considered a premium member vs other people who barely shop at BestBuy. I didn't feel special during that phone call. The whole conversation made me feel so unimportant and completely replaceable as a customer.
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Registered: ‎10-10-2012

Re: Struggling with Customer Service

Hi, belal_i


Thank you for taking the time to reconnect with us on the forum.


While redeeming a certificate can be rather exciting, there is a level of strategy and planning that come into play.  What do I apply my certificate towards?  I recently redeemed a certificate of my own, and even though it was only $5, it took several weeks of scrolling through before finally making a decision.  And all certificates have an expiration date, so you want to make sure the final decision is the right decision.


An everyday certificate where points are deducted from a member’s rewards account will generally be valid for a period of 60 days unless noted otherwise.  That time frame can vary when it comes to bonus certificates awarded as part of a promotional offer.  Some bonus certificates may only be valid for a few days with others being valid for up to 30 days.  It really depends on the individual offer but the bonus certificates expiration should be displayed either in the offer terms or on the actual certificate.


As far as certificates expiration date, they cannot be extended upon request.  It has nothing to do with a member’s tier status, especially bonus certificates.  We simply don’t have ability to alter when a certificate will expire, and allowing a certificate to expire with the hope that we might be able to reissue it as exception is risky move.  That is why the agent you spoke with encouraged you to try redeeming the My Best Buy™ Visa bonus certificate before it expired.


I took a quick glance at your rewards account and am glad to see you were able to redeem the certificate before it expired.  If you have any other questions about your rewards account or the program in general, then please feel free to send us a private message here, and we will see what we can do to further assist.  I hope that you have a wonderful weekend.


Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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