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New Member
Posts: 2
Registered: ‎04-18-2017

Price drop

On March 25, 2017 I went to Best Buy on the recommendation of a friend and bought a Samsung Luna tracfone.  I was pleased with the service I received in the store and with the product.  I left the store feeling very positive about Best Buy---I had never been a Best Buy customer before that. 

Within 2 weeks I received an email from Best Buy showing the exact same phone I had purchased on sale for $30 less.  Living approximately 35 miles from the store and working full time I was not able to get back there until after 14 days had passed (which I now understand is your length of return/adjustment policy but didn’t realize at the time).   I was told there was nothing that could be done since it was over 14 days and no adjustment could be made. 

Within 2 weeks I went from feeling very positive about Best Buy to feeling that I’ll not shop there again.  If I had not been sent the email I would not have known about the sale but since I did receive it (for what reason I’m at a loss to explain) and knew about it, I was overly disgusted with Best Buy and your customer service policies. I have been, and will continue, telling this story to others, warning them of your policies and practices. 

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Posts: 844
Topics: 15
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Registered: ‎01-13-2015

Re: Price drop

Hey KarJac46,

 

Getting a new phone is exciting; I always get happy when the time comes for me to upgrade my phone!  I'm sorry to hear that this excitement might have been dulled after finding out you couldn't get a partial refund for the difference in pricing of this phone.  Under our Price Match Guarantee, we can—upon request—refund you the difference if we lower our price within your return period as outlined in our Return & Exchange Promise.  Just as we can't offer a return or exchange after your return period ends, we unfortunately can't offer a price match afterward either.

 

I'm sorry that this seems to have put a damper on your experience, but I truly hope that your new phone works out perfectly and that you'll come back again soon.

 

Best,

Sam | Best Buy Store Phone Operator

I am a Best Buy Employee at one of our retail stores. While here to help, the opinions presented by me on this site do not represent the views or decisions of Best Buy and its affiliates. Authorized company representatives identified with -BBY after their names are able to address specific concerns or inquiries in greater detail.


Forum Guidelines | Price Match Guarantee | Return & Exchange Promise

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New Member
Posts: 2
Registered: ‎04-18-2017

Re: Price drop

I am not happy with your answer.  The price drop was offered within the return policy but I was unable to get to Best Buy until it was over.  So on one hand your policy should be honored since the price dropped within your guildelines.  But Best Buy has chosen not to honor that.  So no, I am not happy with the response or with Best Buy and won't become a customer again.  I will not agree that you offered an acceptable solution....the solution is only acceptable to Best Buy not to me.  

Posts: 844
Topics: 15
Kudos: 212
Solutions: 99
Registered: ‎01-13-2015

Re: Price drop

Hey KarJac46,

 

I'm sorry this outcome wasn't what you hoped for.  In the spirit of keeping things fair for all customers, just as we can't extend a sale to one person after it ends, we simply can't offer a price match after the sale expires, or it would need to be done for everyone.  Hopefully next time you'll be able to make it back in time before the special pricing ends.

 

Best,

Sam | Best Buy Store Phone Operator

I am a Best Buy Employee at one of our retail stores. While here to help, the opinions presented by me on this site do not represent the views or decisions of Best Buy and its affiliates. Authorized company representatives identified with -BBY after their names are able to address specific concerns or inquiries in greater detail.


Forum Guidelines | Price Match Guarantee | Return & Exchange Promise

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Posts: 1,408
Topics: 7
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Registered: ‎12-23-2016

Re: Price drop

Hi KarJac46,

 

Welcome to the Best Buy community forums. While price matching is a great way to make sure you pay the lowest price possible, but there are some conditions that you have to make sure you meet to qualify.

 

Under our Price Match Guarantee, as Sam15 states, a price match can only be made within our return period, which is 15 days on most products. Because you did not request the price match within that time period, your purchase would not qualify for a price match.

 

I understand that getting back in to a store to do a price match is not always convenient because of time constraints, or as in your case because of distance. In many cases you can also give us a call at 1-888-BESTBUY (1-888-237-8289) to request a price match after a purchase. Going in to a store is usually the preferred method, as your refund can get to you faster, that way.

 

I apologize that our Price Match Guarantee didn’t work out for you in this situation, and I can understand your frustration. Hopefully this information we have provided to you will help you out the next time you are looking to make a price match. If you have any further questions, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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