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Posts: 1
Registered: ‎10-16-2019

Expired Rewards

[ Edited ]

Good Afternoon,


I was issued a total of $165. in rewards after purchasing a Sony Bravo HD TV.  When I attempted to make use of the rewards I discovered that the rewards had expired. I called cutomer service requesting to restore my rewards but they refused to do so. The rep. actually agreed with me when I stated that as a loyal customer I should have received a notification that my rewards were about to expire, especially since $165. is a very substantial amount of money to not have access towards the purchases I had intended to make. The customer service rep. gave me a BB case # which is {Removed per forum guidelines}, stating he woujld get back to me if anything could be done because I had a legitimate case, but I never heard back. So, I was left with the impression that there is no recourse if your rewards expire.


I more recently learned is not the case at all. I recently had an in home consult to upgrade my current TV and audio system to a home theatre or perhaps another form of audi upgrade. Having explained my frustation over the expired rewards to the consulatants, they then told me that my rewards did not have to expire it was only because they were delivered as certificates which do expire but that there is a way to change your settings in your rewards account to "bank" the rewards so that they will never expire and always be available for use when I am ready for a purchase. 


My question is why in the all the years the I have been a loyal customer to Best Buy and have opted for rewards over financing has not one salesperson or customer service representative disclosed to me that I have the option to "bank" rewards? I am on the verge of making decisions for some purchases but if my $165. is not restored I would be quite reluctant to do business with Best Buy ever again because I feel cheated. 


Please advise me if my rewards will be restored to use towards my next purchase and how to safeguard any future rewards against expiration.


I have tried to reach customer service by phone regarding my rewards and also regarding the auto renewal of my Geek Squad membership which I may need to cancel, but never get through after waiting for over 30 minutes and also never get a call back when I chose that option. Hence, I decided to try the forum, hoping for a better result.


Thank you for your attention. I look forward to your response.



Posts: 6,864
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Registered: ‎12-23-2016

Re: Expired Rewards

Hi, Maddz,


Welcome to the Best Buy Community forums. Thanks for reaching out with your question. I've had My Best Buy reward certificates expire before, so I know how disappointing this can be.


Our Elite and Elite Plus members do get the opportunity to bank rewards, as noted here. I'm sorry if you were not aware of that.


Certificates generally expire in 60 days,a s noted in our Terms. We aren't able to re-issue those certificates in most situations. You can learn more in our FAQ.


That said, I'd like to look into this for you. Please send a private message in to me by using the link in my signature below this post. if you include your name, email address, phone number, and My Best Buy member number, I can check your account out. 



Kyle R|Social Media Specialist | Best Buy® Corporate
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