Missing Reward Certificate

Hello,
I preorderd Call of Duty: Advanced Warfare and did an in-store pick up. The points for the purchase have already posted and there is no mention whatsoever of the $10 in reward certificates for preordering the game. I was just wondering if that was usual since the regular points for the purchase have already been added.
Thanks for looking into this and I look forward to purchasing more games from Best Buy this holiday season.

Hey theincredible,
Batman1982 is spot-on here: it can take 15-20 days from the time of pickup or shipment for pre-order bonus certificates to post. The associated points may also never appear as pending, and instead simply be listed on/around the original order date after that timeframe has passed. If you still haven't received your bonus certificate beyond that 15-20 day window, let us know and we'd be glad to look into the situation on your behalf at that time.
Thanks for your patience and understanding, as well as for ordering your copy of Call of Duty: Advanced Warfare with us!
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Re: Missing Reward Certificate ($20)

Hi Derek, I just went into my purchase History for the first time since opening my accaunt and I just noticed that I was issued
$15 Reward Certificate on 8/5/2013,
$5 reward certificate on 12/26/ 2013
and another $5 on 9/02/2014,
However I have never received email, or got my Rewards Certificates in the mail. Is there anyway I can get my points back or have the certificates reissued?
Your help is highly appreaciated,
Thank you,
Zoe

Good afternoon Zoe, and welcome to the Best Buy forum,
The first thing I am going to do is suggest that you check your My Best Buy™ account more often. There are time restraints and expiration dates that come into play for certain aspects of the program, and if you do not periodically check your account to make sure that points are posting or to see if you have any active certificates, then it can really leave us with limited options down the road.
A certificate will be automatically issued based on a member's certificate preference, which will default to $5 when a new account is created. I have changed your certificate preference to $20 so that you can hang onto future points you earn for a longer period of time. You should receive an email when a certificate is issued; however, since we cannot guarantee the delivery of any emails, that is why we suggest that members login to their account.
Unless it is noted otherwise on the certificate, a certificate will expire 60 days after it has been issued. We cannot reissue a certificate once it has officially expired. I am going to send you a private message so that I can go over your account with you and to see if there are any other questions I can help answer. To check your private messages, you will want to login to the forum and click on the yellow envelope at the top of the page.
My Best Buy™ - Program Terms
Thank you for connecting with us and for being a My Best Buy™ member.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Missing reward certificate after cancellation.

I canceled an order 10 days ago that used two reward certificates, but I only got one back the next day after cancellation. Is it possible to get the other one back or is it lost for good?

Good morning greyfox and tanis,
Thank you for reaching out to us on the forum!
A certificates point value should usually repost to a member's My Best Buy™ account within about 3 to 6 business days following a return/exchange or cancellation. We would need to allow a full 6 business days before considering other options.
I would like to go over each of your accounts with you in greater detail to ensure they are up-to-date, so I will be sending you both a private message. To check your private messages, you would want to login to the forum and click on the little picture of envelope at the top of the page.
Returns When a My Best Buy™ Certificate was Used
Warmest Regards,
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Missing Rewards Certificate

So, recently, I garnered enough points to earn me a rewards certificate and today, they were automatically deducted from my account.
However, when I look at "My Rewards Certificates" on my account, I don't have any and now those points are gone.
Can anyone help me with this?
Also, as a side note, I got GCU on November 6th, but never got my Welcome Coupons. Is there a way I can get those? They're e-mailed to me, right? Never got said e-mail.

Good morning ISKREEM,
Welcome to the Best Buy forum!
In most situations, a certificate will be visible within a minute or so of the points be converted; however, there are occasions where it may take a little longer, but it should not take more than 24 hours. I looked over your My Best Buy account and the $5 certificate that was issued yesterday should be visible now.
As far as the Welcome Packet, you should have received an email with a digital Welcome Packet about 1 to 2 business days after becoming an Unlocked member. I would suggest double checking your spam/junk folder for the Welcome Packet, as the email has been known to get sorted into one of those folders.
I want to ensure that you can access your $5 certificate and that you do have the Welcome Packet, so I will be sending you a private message. To check your private messages, you will want to login to the forum and click on the little yellow envelope icon at the top of the page.
Thank you for posting, and I hope you have a Happy Thanksgiving.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Missing Reward Certificate ($20)

I picked up an Iphone 6 yesterday in store. Do I eligilble for the $20 certificate? As I know some of my friends already had their 1000 points pending while there is 0 points in my account. Is there any problem?

Good morning xnwfukso,
Thank you for connecting with us on the forum.
If you met the offer terms, then you should qualify for a $20 certificate or 1,000 points. It can generally take UP TO 20 days for points to officially post to a member's My Best Buy™ account, and since you picked up your iPhone yesterday, I would not expect those bonus points to have posted that quickly. Please also keep in mind that it is fairly common for bonus points not to appear as pending.
With that all having been said, send me a private message if the 1,000 bonus points do not post to your My Best Buy™ account by the end of the day on 4/1/2015 and I will see what I can do to further assist. You can send a private message by clicking on the blue button in my signature labeled "Private Message."
Get $20 in certificates with purchase of any smartphone
I hope you have a great weekend and enjoy your new iPhone 6!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Rewards certificates missing

I just had banked up and was give $290 in Reward Certificates at end of July and was saving them for my sons birthday in October. I went to print them this weekend and they were missing completely. Where can I retrieve these certificates? I talked to someone at Best Buy and they said I needed to do this online.
Thank you
Kyle

Hi Kyle,
Welcome to the Best Buy forum, and thank your for posting!
Being that $290 in certificates is no small amount, I can understand having questions if it seems as if they have gone missing. There is a good chance the certificates may have expired if they were originally issued back in July. Unless noted otherwise, a certificate will expired 60 days after having been issued. A certificate cannot be reissued once it has officially expired.
While I can see that you have reached out to us via 1-888-BestBuy, I would like to see if there is anything I can do to further assist. To go over your My Best Buy account with you and to see what I can do to help, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little envelope at the top of the page.
My Best Buy Program Terms
I hope your son has a fantastic birthday.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Missing BestBuy Reward certificate!

Hello,
I recently used 2 of my $5 reward certificates, but during order was in process, I had to cancel the order.
Few days later, I received one of my $5 reward certificate, but I still haven't gotten my another one.
I waited 3-6 business days, but still no news, so I am curious how can I get my another $5 gift certificate back?
Thanks.

Greetings chun02160, and welcome to the Best Buy forum!
I can understand the curiosity and am more than happy to help. It can usually take between 3 and 6 business days for a certificates point value to repost to a member's My Best Buy account following a return or cancellation. I looked over your account history and your order was cancelled on 9/29/2014, so the 6th business day would be 10/7/2014. If you do not see the remaining 250 points repost to your account by the end of the day tomorrow, then please send me a private message and I will make sure they are added. You can send a private message by clicking on the blue button within my signature.
Returns When a My Best Buy™ Certificate was Used
Thank you for posting.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Smash-Fest $5 Reward Certificate Missing?

So I was able to pick up my copies of the game and get my Gold Coins along with them, but I never got any reward certifacte(s). I just checked my Reward Zone account (my.bestbuy), and I'm only seeing pending points as if it were a regular purchase (no bonus points). When I asked at the store, the employee who was ringing me out told me that they should be available online sometime after I picked up my order, and it wasn't something they gave out in-store.
So just to clarify, I ordered three copies of the game at Smash-Fest (2 for 3DS, 1 Wii U) and was told I would receive a coin for each preorder as well as a reward certificate for each preorder. I asked both Best Buy employees and a Nintendo rep who all said the same thing. Being skeptical, I placed the orders on 3 seperate receipts. Picked up my game the other day and got 2 coins; for both 3DS orders (told me I would receive my Wii U coin when I pick up the Wii U version in December) - they had a list with my name twice, had me sign my name each time and then gave me the coins in bags with my name on them - they must have counted in advance and had enough to cover every preorder. No idea where my reward certifacte(s) are or if they're even coming.

Hello Link2999,
I hope you’ve been enjoying Super Smash Bros so far! I was originally going to wait out the Wii U version, but with all of my friends talking about how awesome it is to have Super Smash Bros on-the-go with the 3DS, I’m thinking I may have to pick up both. The $5 Reward Certificate you should receive for pre-ordering and purchasing Super Smash Bros was a fantastic incentive and I’m sorry for any confusion you’ve endured if you’re not seeing it on your account yet!
The reason you’re likely not seeing the $5 Reward Certificate yet is because this benefit can take up to 15-20 days to appear on your account. During this time, it’s quite possible that the points won’t show as pending either. Keep an eye on your account and you should see the points within the next few weeks. If the full 20 days elapses and you’re still not seeing the $5 Reward Certificate, please let us know.
Thanks for pre-ordering your games at Best Buy!
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Cancelled an order which I used a rewards certificate only a partial return of points

I placed an order online and used a $20 certificate for it. I decided to cancel the order but have so far only recieved a partial return of my points.In my purchase history it shows I received back in 1 500 point chunk and 1 250 point chunk I already had about 400 points left over so Best Buy just used that and reissued a rewards certificate. I am still missing 250 points from my total. I'd like to get my 250 point refund soon in order to complete my refund of points, Thanks

Hi tomp94,
Thank you for taking the time to connect with us on the forum.
It can generally take 3 to 6 business days for a certificates point value to repost to a member's account following a return or cancellation. I am showing that your order was cancelled on 1/11/2015, so the 6th business day would be 1/19/2015 (today). If you do not see the remaining 250 points repost to your account by the end of the day, then send me a private message and I will make sure they are added. You can send a private message by clicking on the blue button found within my signature.
Returns When a My Best Buy™ Certificate was Used
I hope you have a great day!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Reward certificates refund over 9 days ago still haven't shown back up in my account?

Why I have not received my reward certificates back in my account after a refund over 9 days ago? I remember the young lady stating it would take 3-6 days to get them refunded I am looking to purchase something soon and will have to resort to another vendor that's cheaper if I can't get my certificates back. Please help

Good morning 3rdCoast,
Thank you for taking the time to connect with us on the forum.
It should only take 3 to 6 business days for a certificates point value to repost to a member's My Best Buy™ account following a return or cancellation. I found after looking over your history that the 6 business day was yesterday, so the point value for the certificates that you redeemed should have reposted to your account by now.
With that being said, I will make sure those points are added to your account. Please keep an eye on your My Best Buy™ account over the next 24 to 48 hours and you should see that those missing points have been added. If you have any other questions, then do not hesitate to send me a private message by clicking on the blue button in my signature.
Returns When a My Best Buy™ Certificate was Used
I hope you have a wonderful day!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

How difficult should it be to redeem a "My BestBuy' reward certificate???

Back, on August 11, 2014, I logged into "My Best Buy' account, and saw that I had 1500+ points available, so I attempted to print a $25 reward gift certificate, to purchase an item in-store. I got an error, stating that there was an error and to try again later. OK - so an hour later, same error. A couple of hours later, same error. The next day, same error.
So, the next day, August 12, I physically go to the store to purchase an item. I go to the customer service desk, to purchase this with my $25 certificate that I have in my account. The girl said she did not have access to my reward certificate, so she let me log on, in the store to attempt to print out this certificate. Nope - same error. So, she calls the 1-800 number for me, gets me to a CSR, and I explain my problem. I was put on hold, then the call disconnected! So, I buy this with my credit card, and would come back next week to get a refund on my credit card, and pay for it with my certificate, which I assumed would be no problem.
Well, I then call BB later, and spoke to Joseph, who can see that I do have enough points to redeem a $25 certificate, but she doesn't know why I get an error. So, he gives me a case ID: {Removed per Forum Guidelines}, and tells me that someone would contact me within 7-10 business days. WHAT??? 7-10 business days??? You're kidding me, right?
On August 21 (9 days later), 'Zoher' emails me and asks me if I still get that error. I do, so I then call the 1-800 number, as listed in the email for further assistance. I then speak with a girl, who assures me that someone would email me in regards to this issue, first thing the next morning, Aug 22nd.
Well, on Aug 22nd, I did NOT get an email, nor do I have my rewards certificate!
So, I send out another email, and asked if this cannot be resolved immediately, to put me in contact with someone who CAN take care of this issue.
I then get an email that day from 'Zoher', who says my account is damaged, and that is why I cannot generate a certificate. He then provides steps to generate a new 'My Best Buy' membership account. I go through those steps, and it's generated. Great - but now I have ZERO points in my account. Problem: STILL no gift certificate. So, I instantly reply to Zoher, to tell him my account is created, but now I have zero points.
Now, on August 25, I get an email, stating that he cannot contact me, so this case will be closed!
ARE YOU KIDDING ME???
I was pretty darned annoyed at the beginning. Now, I'm REALLY ANNOYED!
So, I call the 1-800 number again (Aug 25), get another rep, who sends me to another person, and I finally get 'James', and also got a new case ID: {Removed per Forum Guidelines}. He looks into this, and understands my issue, and he assures me that I will get all my points back into my Reward Zone account within 24 hours. I check in 24 hours - zero points. I give it a little time.
Aug 28 - I reply to the email, stating that I STILL have ZERO points in my account.
Guess what? NO REPLY from BEST BUY!!!!
Aug 29 - I send an email to [email protected] and [email protected], explaining this whole scenario again, and guess what??? STILL NO REPLY from BEST BUY.
OK - today is Sept 4. I initially contacted BEST BUY on Aug 12, with this problem.
All the people I spoke with at Best Buy could see that I had earned enough points on my account to redeem a gift certificate. Now, 23 days later, I still do not have a gift certificate, nor does Best Buy care enough to even reply and address my issue.
What more can I do???
I have talked to numerous people online. I have 2 case IDs with BB customer care. I have sent numerous emails, and BB decides to ignore me. What else does a customer need to do, to redeem the points that I have earned. I have asked NUMEROUS times to be escalated to someone that CAN help me, to no avail.
If anyone from Best Buy is reading this, can I get some assistance here, because I have gotten no where, after 23 days working with BB Customer Service!

Good afternoon nota12a, and welcome to the Best Buy forum,
Depending on the error message in-question, it could potentially take some time to resolve; however, there is no reason why it should take you almost a month to convert available points into a certificate. Who could really blame you for feeling annoyed at this point? I would feel annoyed too. This is simply not the level of service that Best Buy strives to provide its customers.
While going over your account history, I did notice that you currently have two active My Best Buy™ accounts. If we were going to suggest opening a brand new account, then we should have helped merge your accounts and moving the 1,500+ points over to your new account. The primary information shared between your two accounts matches, so I will help merge them together and get you down to one account.
I am sorry for any inconvenience you have endured while trying to utilize your points and would like to see if I can help convert them into a certificate. To go over your My Best Buy™ account with you and gather some additional information, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little yellow envelope at the top of the page.
Thank you for reaching out to us.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy exchange with rewards certificate issue

Hi,
I have been a loyal customer of Best Buy over the years and go out of my way to shop there for my electronics. I hope someone can assist me with my problem. Below I have given a brief synopsis of what is going on. Thank you for your time.
On 01/10/15 I purchased a Bose headset using some of my best buy rewards certificates and the rest of the balances on my credit card. I forgot to use a $50.00 gift card that I had received, towards the purchase that day. On 01/13/15 I returned to the same store to ask that the receipt be credited and re rung so I could apply my $50.00 gift card. The customer representative advised that since I used best buy rewards certificates I would not be able to do the exchange since the rewards take 8 days to return to my account. I asked if the rewards could just go onto a best buy gift card and he stated they were not able to. I had no intention of returning my item; all I wanted was to get the $50.00 gift card applied to my receipt. Instead I was forced to return my headset and now wait 8 days to then repurchase the same headset in order to be able to use my best buy rewards certificates plus my $50.00 gift card. I find it ironic that best buy is willing to take in a returned item (never intended for return), make customers wait 8 days, and then have the customers travel back to the store to buy the same item over again just to be able to use their rewards certificates that were returned.
I did advise the customer service representative of how absurd the process is and he stated “I know I’ve been dealing with it for the entire holiday season but this is the only way it can be done.” Best Buy should really take a step back and look at this process since they are incurring a loss on the returned product and the overall poor customer experience.
Thank You

Hi jonchiarito,
Thank you for signing up for the forum and connecting with us.
I can imagine feeling frustrated after hearing that your certificates would be returned to your My Best Buy™ account, which may cause you to have to make another trip to the store to redeem them. The only way we could have applied the $50 gift card to your existing purchase is to process a return and repurchase, which would cause the certificates point value to repost to your account. Since certificates have no actual monetary value, they cannot be put onto a gift card.
It can usually take between 3 - 6 business days for a certificates point value to repost to a member's account following a return, and it pretty common for the point value to repost the same day that a return is processed. I looked over your My Best Buy™ account using the email address you registered with the forum, and from what I can see, the point value for the certificates you redeemed reposted to your account yesterday following the return. It may take 24 hours for your account to update though.
If after 24 hours you for some reason are unable to access those points or if you have any other program related questions, then do not hesitate to send me a private message and I will see what I can do to further assist. You can send a private message by clicking on the blue button in my signature labeled "Private Message." Also, please feel free to post any ideas or suggestions you have to the IdeaX section of the forum.
Returns When a My Best Buy™ Certificate was Used
I hope you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Can I use two rewards certificates in one transaction at a Best Buy store?

Since you have to spend at least the value of the My Best Buy reward certificates before tax and shipping, I thought it would be best to issue the certificates in smaller amounts (maybe $5 instead of $15). If I do that, and I have multiple certificates of $5, can I redeem them all toward a single purchase? For example, if I want to buy a video game, can I apply multiple $5 reward certificates toward that purchase?
Also, can My Best Buy reward certificates be used toward a pre-order of a game?
Are there any restrictions on what they can be used for, other than not being able to be used for Best Buy gift cards or e-gift cards?
Thanks for answering my three questions about My Best Buy Rewards

Hello kre1997,
Those are three great questions! Let me see if I can help provide answers.
As long as the certificates are valid, you can apply two to a single purchase.
A certificate can be applied to a pre-order, but only on BestBuy.com.
The main exclusion is the purchase of gift card, but there are a couple others and you can those here.
Thank you for posting to the forum, and please let me know if you have any other questions.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Destiny - $10 Reward Certificate for Pre-order and Purchase

So as the title states, according to BB's promotion,anyone that pre-orders the Destiny game and purchases it, gets a $10 reward certificate.
I was one of the lucky few that actually pre-ordered the Destiny Limited Edition and did not have it get cancelled due to limited suppy. Regardless, why doesn't the Destiny Limited Edition have the special offer for the $10 reward certificate for pre-order and purchase? I am hoping this is just an oversite.
Promo Link
Solved!
Go to Solution.

Hi JBROWN52,
Congratulations on securing a copy of the Limited Edition of Destiny!
I wanted to jump in and reiterate what enuf has said. The $10 Reward Certificate bonus should be credited to your My Best Buy account within 20 days after you receive your copy of Destiny, whether it be picked up in-store or shipped to you. If for any reason you don’t see the points after this time has elapsed, please create a post letting us know and we’ll be more than happy to help out.
Let us know if you have any other questions and thanks for pre-ordering Destiny at Best Buy.
Cheers,
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

I canceled a pre-order and now my reward certificate isn't showing up?

I pre-ordered Destiny for the Xbox One and canceled my order. I paid partially via credit card and the rest with a $15 reward certificate. It's not showing up on mybestbuy.com now, was my reward certificate voided when I canceled???

Hi plus1zero,
It looks like you cancelled your pre-order today, so you should see the certificates point value ($15 = 750 points) repost to your My Best Buy™ account within 3 to 6 business days. If you do not see those 750 points repost to your account by 9/8/2014, then please send me a private message and I will make sure they are added. You can send a private message by clicking on the blue button within my signature.
Returns When a My Best Buy™ Certificate was Used
Thank you for connecting with us on the forum!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Missing Reward Certificate

Similar Messages

Maybe you are looking for