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New Member
Posts: 3
Registered: ‎03-26-2019

You're losing a longtime customer

I ordered an item with partial payment and partial rewards certificates, and for some reason the item was delivered to an address I haven't lived at for 5 years.  I have ordered many other items since them and all were shipped to my current address.  Because the shipper could not deliver the item, since i don't live there anymore, they automatically returned the item to Best Buy as a "return".  Instead of resending the item to me at the correct address, they just processed a refund.  WHile I understand that it might take a couple days for my credit card to show therefund, I do not understand why my reward certificates would not show back up in my account immediately.  They are virtual.  They can be restored by software, but they still told me it takes 3 days for them to show back up in my account.  

 

I am a software engineer - I know it doesn't take 3 days for a virtual reward to reappear.  This is utterly ridiculous.  I already am irritated because of the shipping mishap, and made sure the customer support person knew I was irritated the first time I called when my item never showed up.  Rather than her letting someone significant know they had an upset longtime customer and they should do something to make the customer happy, the girl did nothing.  The second time I called, after the return was processed, I was calm and just wanted them to do the right thing and put my certificates back in my account.  Nope - can't do that.  That's not company policy.  Well, that's nonsense.

 

Way to go, Best Buy.  I'm sure you don't need to be losing customers with Amazon taking over the world.  But your customer support people, who are obviously offshore, are horrible.  Congrats for losing me.

Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: You're losing a longtime customer

Hello, Smitty97007, 

 

I can understand how frustrating it must have been to have your items not only delivered to the wrong address but a refund processed when you did not want one. While we cannot expedite the process of a certificate appearing back in your account after a refund, we do appreciate you taking the time to let us know about how this experience has impacted you. 

 

We hope that we have not lost you forever, and are here to help if we can in the future. 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-26-2019

Re: You're losing a longtime customer

Faith, 

 

I know you probably don't know the answer to this, but I would like someone who actually knows the real answer to explain to me why a virtual reward certificate cannot be put back in someone's account immediately after a return is processed?  It literally doesn't make any sense that there needs to be a waiting period for something that is processed by software.  While I was reading your response, the reward certificate actually reappeared, which is apparently a miracle.  I am being sarcastic only because your policy is archaic.  In this day and age, there should be no delay in processing the resinstatement of a reward certificate.  Customer Service is a dying concept, and it's unfortunate.  It still makes a difference, though, when people have other options of places to shop.  Once I use these certificates, I'm done.

 

Dave

Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: You're losing a longtime customer

Dave, 

 

I appreciate your request for someone else, but you already have a great person to answer your questions! I am happy to provide more context. 

 

When a return is processed that involved a My Best Buy certificate, the point value for the certificate will be added back to your My Best Buy account. Depending on the certificate preference you have set, a new certificate may then be automatically generated for use. 

 

We do allow up to three days for those points to post once the return has been processed. However, in most cases, the points will post within the same day. 

 

We'd be happy to review your account more in-depth to ensure the process is working as intended. So that we can, we'd just need you to send us a private message being sure to include your phone number, full name, and email in the private message. 

 

To send a private message, simply select the blue box labeled Private Message to the right of my signature. 

 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-26-2019

Re: You're losing a longtime customer

Well geez, Faith, if the person in Customer Support had explained it that way, I wouldn't have had to write this in the first place.  Why are they not trained to say it should appear the same day instead of saying it will take up to 3 days and they can't do any better than that?  If they just said it will probably or most likely post to my account the same day but it could take up to 3 days depending on how the account is configured, then I would have been fine.  They missed the "probably will be there today" part.  And indeed it is there now.  I even asked for a supervisor who told me the exact same story - it will take up to 3 days and there's nothing they can do to get it into my account now.  If either of them had said it will more than likely show up today, it would have saved me a lot of trouble and irritation.  

 

Why didn't you say this in your first response?  You could have said "While we cannot expedite the process, you will more than likely see the certificates reappear in your account today, but it can take up to 3 days".  You had more information and didn't offer it.  That's not exceptional customer service.  

 

Anyway, thanks.  

Posts: 393
Topics: 19
Kudos: 59
Solutions: 68
Registered: ‎10-19-2017

Re: You're losing a longtime customer

Dave, 

 

I appreciate your feedback on both my service and the service of our phone representatives. Our goal is to always provide our customers with our policy and times available in our policy. You are always welcome to also view our FAQ here for some of the most common questions asked around My Best Buy. 

 

As I work to continually improve my service, feedback such as this is invaluable to my growth. 

 

In other news, I am glad to hear that your My Best Buy points are already available. 

 

Have a great week, 

Faith|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!