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New Member
Posts: 2
Registered: ‎07-26-2019

Reward Certificates

[ Edited ]


On September 21, 2018, an account was set up for major appliance purchases resulting in $400 of reward certificates. At a later date I made a small purchase and told the checker I had reward certificates that she denied I had. She searched and found there were two accounts; one under my husband’s cell phone number and one under my cell phone. Later I spoke with customer service and they said I would have to contact the main office and have the two accounts combined into one, it could not be done at the store. I called the main offices and was told that at time of next purchase to let the sales associate know of my husbands account. In the meantime, my husband had a major brain seizure that has incapacitated him intellectually and physically, needing 24/7 care. 


I returned to Best Buy and acquired a Ring setup and at the time of purchase I informed by Ana {removed per forum guidelines} that she could not access the $400 reward certificates. On July 25, I called the main offices again to combine the two accounts so the certificates would show up when I made a purchase; but this  person had to talk to my husband in order to combine the accounts. I explained the situation and my husband would not be able to communicate. I offered to send the company the doctor’ notes and my Power of Attorney. He responded that this is not a financial situation that would warrant this.I responded that this is a financial situation since it involves money, $400 dollars worth.  He said he still needed to speak with my husband. His suggestion was to take the paper work and show the manager and explain the situation. 


This is not my mistake, it is Pacific Sales’ mistake who set up my account and the responsibility of Best Buys to straighten this out. This has been a frustrating and inconvenient  experience. 

Posts: 8,875
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Registered: ‎11-10-2008

Re: Reward Certificates

If there is an online  store front. I assume you can set it up to where the account is in his name and an order is placed online and possibly you could be the pickup person in the email? Don't know if this can be done. Just thinking out loud?


Also with reward certificates, by privacy policy, Best Buy typically can only talk to the account holder listed in the email address. I'm sure your situation though is unique and can be worked out. It takes time for a BBY staff to respond so your patience is appreciated while they get to your posting.

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New Member
Posts: 2
Registered: ‎07-26-2019

Re: Reward Certificates

Thank you
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Registered: ‎11-29-2016

Re: Reward Certificates

Good afternoon, charumio,


Welcome to our forums, and thank you for sharing your experience with us.  It sounds like there may have been some frustration as a result of your account merge request, and I apologize for any inconvenience this experience may have caused.  


As it sounds like you’re aware, our My Best Buy™ rewards accounts are designed to be used by a single individual, and not to be shared between multiple customers.  While we’ll be able to merge any duplicate accounts you may have in your name, we’ll generally be unable to merge accounts listed under two different people.  This is outlined in the My Best Buy™ Terms, which you can find here, or we have a Knowledge Base article outlining the merge process, which you can find here.


I’d like to look into your account further and make sure we’re exploring all options that might be available, however, for me to do so, I’ll ask that you provide me a few pieces of additional information.  Please use the blue “Private Message” button in my signature to send me the following:


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


This should be enough information for me to begin my research.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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