I have over 2000 reward points that I have not been able to redeem. Customer service told me to check back tomorrow and the certificate will be available. No such thing. If I talk to a service agent, they tell me that the points are there and will check to see why I can't redeem them. The next thing they say is that I will be able to redeem them in 24 hours. I accepted this four times but it did not happen. When I asked to speak to a supervisor, he read a script from another manual that instructs him to say that the reward will be available in 24 to 48 hours. That didn't happen either. If problems like this continue, Best Buy will go in the same direction as, Circuit City. I am very disappointed in in Best Buy and do not recommend doing business with them.
Consumer Complaints & Reviews
A year ago, Best Buy gave me a reward zone card which can't be activated. I visit there once in a while to make a purchase and am reminded that I have a card that no email, phone call or store visit can actually produce the supposed rewards for my in-store use. I am officially an ex-Best Buy customer.
I have not been able to use my Silver Reward Zone points. I can't access the account. There is about $60.00 of reward dollars. I have called, emailed and even contacted on Facebook. I spoke to a store manager at my local store. Everyone keeps saying the problem will be fixed in 3-5 days. I had surgery and have been off work. The money would be helpful for Christmas presents.
I have made purchased over $1800 in the last two months. I called and emailed several times to get my points so I can make purchase. Every time I called, I had bad phone connection and staff who can barely speak. I was told over and over it was taken care of. I called and asked for a supervisor and I was hung up on. This is the biggest scam. Best Buy pushes you to buy and brag this reward system and can't even honor it.
After not being able to log into my Reward Zone account, I have repeatedly been issued emails stating you have 2 hrs to reset your password. Well, I have done this six times in two weeks and every time I hit the "submit" button, I get the response "Due to technical difficulties we cannot process your request at this time". After hours on the phone calling them and ending up in "India", I have gotten absolutely no help. Best Buy obviously does not care about their customers and following through on what they promise. I have cancelled my card and they can shove the $45 gift certificates up their **. This is all a scam.
I enrolled in the Best Buy Rewards Zone Mastercard program to build credit. Its was the first card I owned in nearly 9 years as I have always been weary of credit cards, and rightly so, I have a credit monitoring service which keeps me up to date through exp****** that i pay for each month. After 2 months of receiving the card, I haven't used it yet when I noticed a negative change in 10 points on my credit report, of which I get emails immediately to my phone.
I saw that there is a charge of $124 to my card. The limit on this card is now only $300 and I have not even used it once yet. So I called the company to see what happened. I had this card for such a small amount of time and I've only received 2 pieces of mail from them. First was the original letter with the card and the second being the statement with a balance on it. When I called, it was very hard to understand the conversation because of rough English to say the least but, they seemed nice. That was my first call on October 26 and they saw and removed the balance . I called the second day just to reassure myself things would be taken care of, and yes my balance was at $0 where it should have been. No idea why it was there in the first place and didn't get an answer if it was some sort of annual fee, which they do have and other fees, but I was happy.
Then today, the 30th of this month, as I'm making sure to dispute the drop in ten points on my credit report, another report had been posted dropping my score for over 70 points! I was shocked and extremely mad as I had gotten this card to help with my credit score and not put me back almost 100 points! So, again, for the third time I called them after I had called the credit bureau to dispute the charge and the negative score posted on my credit. It was reported to 3 credit bureaus 4 days after I had called them and they had removed the balance. I worked very hard to get my credit back up without using a credit card and in 2 months my credit score dropped lower than where I started. I'm nearly debt free (only a car payment and very small loan) and paid off everything else as I do not want to be forced again to deal with incompetence and work my way back up since it is no fault of mine. I will never trust credit companies, and shouldn't have, but I've been looking to get a good score to improve my outlook for the future. Now I'm forced to fight to gain back more than I lost in the first place.
For over a month, I have attempted to access my online account. After numerous phone calls and attempts to reset the account and password, I was finally told that I could just open a new account. They said they would then transfer all of my previous accounts points (over 1000) to my new account within 24 hours. Well, here it is a week later and no points have been placed on the new account. I have attempted to call three different times on two different days. Every time I get that, their system is down for updating. And they tell me to try back in a few hours. I have written two emails to them from their homepage. And I have talked to three different supervisors. None of these folks have done any good.
I recently purchased an Apple iPad from your store. I purchased it from customer pickup and asked the cashier if I could bring my reward zone coupon back to get the difference from my purchase. She said yes, as long as it is within 14 days.
Yesterday (within 14 days), I brought my receipt and my 10% reward zone coupon over to customer service. The cashier stated the coupons can not be used on Apple products. I asked her to show me where on the coupon it excluded Apple products and she could not. I then asked to speak with the manager, Jeremy **, who stated the coupon can not be used on Apple products. I asked him to show me where on the coupon I could find this and he could not. His next explanation was that the coupon does not "include" the Apple iPad and so therefore it is not allowable.
When I asked him to show me where on the coupon it excluded the Apple iPad, he stated the coupon does not include the Apple iPad and so therefore it does not need to exclude the Apple iPad. I felt this was a gimmick to get customers to come into your store with the thought that they are going to get a 10% discount. Unfortunately, after you read the fine print on what the coupon can and cannot be used for, the customer realizes that it's not worth it and still buys the item.
I purposely purchased the iPad from Best Buy because I knew I had a coupon. I could have easily went to the Apple store and purchased the same item for the same price. Not only is the coupon misleading, but the staff at Best Buy told me one thing at the time of the purchase and the opposite when I returned with my coupon. This is misleading and a terrible inconvenience to the customer for making the trip to the store. The coupon does not even mention tablets being included or excluded at all. The coupon, however, excludes Apple iPod and Apple iPad accessories.
I will always think twice before purchasing an item from Best Buy again.
Store is #581, my purchase took place on 6/17/11, reference number 0581002.
When I reopened my account, I was lead to believe that when I made purchases with my new Best Buy card, the purchase went towards the reward zone automatically. If this not the case, I feel like I have been ripped off. I tried to check my status online and it says I do not have an active account, that my zip code does not match my reward zone card number. I have not forgotten about how Best Buy tried to steal from me in the form of bogus "Late Charges" years ago which is why I shredded my card and had made no significant purchases for year. Yes, I do walk the walk and I have paid hundreds of dollars more by buy from Sears - Ken Cranes Big Screen TV's, etc.
So hears the deal, If I do not get a full accounting of all points from all purchases since I re opened this account, I will cancel my $2,700 worth of purchases yesterday, pay off my balance and never buy another big ticket item and as little crap as possible in the future. The kid likes your store and you have a decent $5 DVD bin, but we get better deals on video games at GameStop. So, I don't need you and I don't mind spending a little more money with someone more honest and accessible and able to answer my questions without being told to "Go online" or "call this number, only to be told to go online."
Part 1: I have one coupon for $5.00 and another for $40.00 that expired in April and May of 2009. I was planning a move in the summer of 2008 so I called member services to change my address and also the preferences so the reward would be emailed instead of sent. Well, they didn't do either even though they said they did. I still was not receiving my rewards, and when I called, they said they had mailed them out to my old address (their error).
I informed them that I will be moving again and the last address I'd given them was a temporary move, I gave them the new permanent address and again asked them about the certificates since I still had not received them. Again, they mailed the coupons to the wrong address. Keep in mind, this is actually a series of several phone calls of me giving them my new address, changing preferences to email the coupons and also following up on where my coupons were. They finally got me the coupons mailed to me (supposed to be emailed) in January or so of 2009.
The coupons expire in April and May of 2009. I didn't use them before they expired as we were deep in a remodel and also had a family member diagnosed with lung cancer. I had been doing trips out of town on a weekly basis from April-July. The family member passed away. In July, I found a lump in my breast that was removed in September. Finally, things had calmed down so I called Best Buy Member services and explained everything on October 19, 2009. I was trying to get my coupons reissued for a total of ($45.00). I've been given case number after case number.
On the first call, they got the fund adjustment approved by the supervisor. They said they had to send it to the back office for review and reissuing. I called on 10/26; no new information, but call back on the 28th. I called 10/28; Theodore said it was all written up, but never processed/sent. Theodore resent and told me to call back on 11/5. I called back on 11/5; still under review from back office so give it another week. I called back on 11/12, still no news.
I called back on 11/13 and spoke to Adriana and she redoes the whole submission again and gets supervisor approval once again (this is their escalation process). She and the supervisor put in the fund adjustment again and said it should take 7-10 days. At this point she also gives me 750 points extra for the lack of response and inconvenience. I also emailed the member services letting them know this is taking far too long and expressed my frustrations to them. Florencia emailed me back on 11/13 apologizing for the inconvenience and said she would fix it. She is "back office". I called again on 12/2 and spoke to Frank and he escalated once again.
He said it takes 10 days for them to be valid, but they should show in 6 days and I should call back. Right after I emailed back office again, Taha replied and once again apologized but said she would look into why the funds are taking so long to process. She said she expedited it again and they will make it right and take care of it. I called back again on 12/11 and spoke to Cecilia. She said back office was supposed to call the customer. They are trying not to award points. At this time she gave me another 750 points for the inconvenience.
On December 22, I got an email from Brian in "Back Office" and he says "I'm glad to tell you that your points were posted and a total of $45 in reward certificates was already issued and it's ready to be used." He also apologizes for the inconvenience and says, "Thank for your understanding and patience." At this point, I went online and check the point status. The only points that are showing are the ones they gave me for inconvenience (750 (15.00) x 2) and the $10.00 certificate that I recently earned (this was not a freebie).
On January 7th, I emailed Brian back and asked him to please look at this again as the points are not there as he stated. I told about the two inconvenience points that were given and the other points are mine that I earned. On January 19th, I emailed Brian again and said I had not heard back from anyone and I would appreciate a response.
To date, I have not heard from them. Today is February 1st and I still have not heard from Best Buy Rewards. I have at least 6 different case numbers associated with this, 3-4 escalations, 3 fund adjustments. The customer service representatives don't know why things are not taken care of. They keep trying and it is a problem when it gets to "Back Office". You cannot speak to Back Office. They have it in their notes to call the customer, but they don't. We have been very loyal customer to Best Buy and I surely don't appreciate the way they have treated me. They clearly don't appreciate their customers. It is the corporate side. All the workers are very nice and really do try to help. It's the people that don't have to speak to the customer that fail to deliver.
