Helen Atkinson sent a message to Hubert Joly that said:
I am extremely upset with the rewards program and the customer service department!! I recently purchased a stove and was told that if I get a credit card then I could get 10 percent back in rewards. Unfortunately, that was the only info I received on the program. I then paid the stove off immediately and purchased a computer, again no one mentioned how rewards work and they were not applied. When I received the bill I called the rewards department to ask that they apply the $70.00 to my new purchase. I was told that this is not how it works and that the rewards were going to expire if I did not make another purchase to which the rewards could be applied. My only other action would be to return to the store and return the computer, then repurchase the same computer and apply the rewards at that time. I explained that this was impossible since I live in Philadelphia Pa and that we are in a lock down due to the Coronavirus. The stores are not even allowed to be open since they are not considered essential. There was a lengthy conversation, that was not pleasant for either of us!! Basically I was told that there was no one other than this girl to help me, she could not transfer me to anyone who would help and that she was unable to help me. Then she hung up on me.
I waited several days before calling the customer service department again to see if they could help me, I needed to take a little time to calm down before trying again. So I called again today, the hold time was 30 minutes. I set it up that someone would call me back, the call came in and I explained the entire situation and said that if they cannot apply the rewards, then perhaps they could credit my account the $70.00 and just let the rewards expire. She said that she would transfer me to someone who may be able to help. Unfortunately, I was disconnected somewhere in the transfer. So I called back and waited the 15 minutes for another representative. I again explained the entire situation and asked again for a credit on my card and again was told that I needed to be transferred to another department, at this point I was transferred to the rewards department. A department that I previously asked not to be transferred to because of my prior bad experience. So, I again explain my situation and was told basically told the same thing. When I explained that I couldn't do the return process the rep at least offered to extend the rewards until June and said that he would transfer me to another department, and again I was disconnected. I must be a glutton for punishment, because I then called customer service again!!! This time there was a 49 minute hold, so again I set it up to have someone call me back. When the girl came on the phone and I explained AGAIN my situation I still couldn't get any help!!!! I finally got very upset and told the girl that I was contacting the CEO and apologized to her because she was taking my anger only because she was the fifth or sixth person that I had talked to and still had no satisfaction, and then I hung up!! I seriously doubt that I will be purchasing anything from Best Buy again after the lack of information and the horrible customer service that I have experienced!!!!
