Re: Stolen Gift Card Procedure FAIL

Question

I recently suffered a similar theft, so I feel your pain.
I had two (2) Best Buy gift cards - one worth $222.75, and another worth $50.00.  I was saving the cards for Black Friday shopping, but I decided to post the gift cards on Craigslist to see if I could get a good amount of cash for them now.  The two cards together came to $272.50, and I was asking $250 OBO.
Someone contacted me (using an out-of-town number) and said he was interested in the cards.  He said he was downtown and, before driving 45 minutes to meet me, wanted to verify the funds were on the cards.  I assured him that the money was on the cards, and I had not even scratched the back of the cards to reveal the four-digit PIN on either card.  So there was no way I or anyone else could have spent the money yet.
I told the person that I was reluctant to call Best Buy, as I didn't want him to hear me say the card number and thus have a way to deplete my cards.  But I dialed the 1-800 number on the back of the gift cards, and sure enough it was merely an automated machine that asked me to dial in my card number and PIN numbers.  Since I did not have to SAY the numbers I told him I'd do it.  That was where it all went wrong.
I typed in my card numbers and PIN numbers from my phone, assuming that the person on the other end couldn't see what I was typing.  After all, I wasn't chatting or texting with the person.  After hearing the balance, I told the person where I'd be and where we could meet.  He said he'd be there within the hour.
I didn't hear from the person after an hour had gone by, so I called him.  He said he was stuck in traffic and asked if we could meet the next day.  I said no problem.  But when I checked the card balance the following morning, both cards were empty!  I didn't make an order!
I called Best Buy, and this was over two weeks ago.  In between that time, I've filed a police report and spoken with three (3) different Best Buy people.  They said gift cards are treated as cash - which I can somewhat understand.  But what Best Buy doesn't seem to understand is that gift cards, just like debit and credit cards, hold a trace online.  Whoever used my cards made on online order!  The only two ways for someone to GET the item(s) they ordered are as follows: pick them up in a store, or ship the items.
Assuming the person was somewhat intelligent, he probably chose to pick the item(s) up from the store.  If that's the case, there should be a purchase number, date, time, etc.  And when you pick up an item at Best Buy, you have to show ID.  Also, Best Buy has cameras all over their stores, inside and out!  They should be able to look at the cameras and see that it wasn't me!
Option #2 - they had the item(s) shipped somewhere.  That's easier to track, especially if the items were sent out of town and out of state.
Best Buy reps told me they know there was fraud on my cards but that they cannot refund me any of the money!  How can you tell me you know I didn't spend a dime of my money and was robbed but that you won't refund me my money?!  I will NEVER EVER shop at Best Buy ever again!!!

Answer 1

Hello paulprice,
Discovering that your gift card was used without your permission or knowledge would be aggravating, so I can understand why you’d be frustrated with the situation you’ve found yourself in. I know that I certainly would be displeased with this, and I’m sorry if we are unable to process your request for a replacement gift card.
Gift cards are treated in much the same manner as cash, except with one added benefit. If you lose your gift card, we might be able to replace it with a brand new one if you present us with the original receipt. In accordance with our terms and conditions though, we’d only be able to replace it up to the remaining balance left. If your gift card was used prior to contacting us, we wouldn’t be able to replace those funds. This would explain the difficulties you mention when trying to recover your gift cards.
Having said this, I pulled up your account using the email address attached the forum and found that you’re working with our customer service agent, Debbie, to try to resolve this matter. Please know that I’ve let her know that you’re looking for an update regarding your case, and she should be in touch with you in the next day or two with information she may have for you. She will be your point of contact from here on out.
We appreciate your patience, and thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
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