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New Member
Posts: 2
Registered: ‎07-14-2017

Unreliable pricing

Apparently Best Buy doesn’t like to deal with complaints since there is NO contact info (ie email address) where you can file a complaint on their customer service links or anywhere else on their web site. The only option(s) appears to be to file in a forum or on Facebook where they can delete anything they don’t like. In any case, I am posting my disappointment with Best Buy over a recent shopping experience at the Braintree, MA store this past week. My nephew’s iPhone 5s is nearly 3 years old and after his warranty replacement phone was dying after only 3 months, I decided I would get him a new phone for his birthday and add him to my AT&T account which I did through Best Buy a few months ago with my own Galaxy S7. Best Buy had the iPhone SE advertised online with a $200 off which was reflected in the monthly payments through the AT&T calling plan. I copied the online page and took it to the local Best Buy and confirmed the sale price. The salesperson reminded me that sale prices would change after Saturday. The next morning, a Wednesday, I checked on line, confirmed the price again and picked up my nephew. When we got to the store, after waiting our turn at the cell phone counter, we were told there was a technical problem with the sales price at their end which should be corrected by the afternoon. The other option was to go home, go online and purchase the phone as a store pickup, come back, pick up the phone, and wait in line again at the cell phone counter. So home we went. But in the 2 hours since I had last looked online, the price had changed to a $40 discount resulting in a difference of about $1.50 a month between buying the phone from Best Buy or directly from AT&T. After all that time and effort, the last thing I was going to do is buy online, wait for a text that it was ready for pickup, drive back to the store, stand in a pickup line and then stand in another line at the cell phone counter for a lousy $1.50 a month difference. So we went directly to the AT&T store. Problem solved. Over the years I have purchased several TV’s, gaming systems and games for my nephews, most of my cell phones every 2 years, computers, etc. Never again. I will switch to purchasing online where the price is guaranteed and there is no running around back and forth. If Best Buy is going to start doing bait and switch on its products, I am done.
Posts: 8,851
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Registered: ‎01-03-2013

Re: Unreliable pricing

Hello badlands17 - 

Welcome to the forum and thank you for reaching out to us! It was incredibly kind of you to want to purchase your nephew a new iPhone as his battery wasn't lasting as long as it should. I've heard great things about the iPhone SE and I'm sure he would enjoy it. 

With that said, I'm truly sorry to hear of the troubles you had with the pricing reflected at our Braintree, MA store. Generally our prices last Sunday through Saturday, although this is not always the case. Furthermore, our store and online pricing should typically match, unless there is an offer only available through one or the other. It sounds like the store's system may have updated just before our site, which may have been the discrepancy you encountered. 

While I'm glad to hear you were ultimately able to still purchase your nephew a new phone, I'm discouraged to hear it wasn't through us. We greatly appreciate you taking the time to share this experience with us though and know that I've been sure your feedback has been noted. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-14-2017

Re: Unreliable pricing

Thank you for your reply; however, I was just posting my complaint. I really didn't expect Best Buy to do anything about it as big companies like Best Buy could really care in the least about their customers as long as the company continues to make money. They always have a million excuses why the price really isn't the price as posted or you misread all the "exclusions", etc., or the all inclusive "we reserve the right to change pricing at any time" including the minute you walk through their doors. As I said in my post, with so many alternatives now available online, this experience was my last with Best Buy. I will be canceling my Best Buy credit card and filing a complaint with Consumer Affairs, BBB, etc. For a long time Best Buy was my go to store for electronics, computers, TVs, etc. No more. I won't let the door hit me on the way out.

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Posts: 8,851
Topics: 103
Kudos: 331
Blog Posts: 19
Solutions: 365
Registered: ‎01-03-2013

Re: Unreliable pricing

Hello badlands17 - 

I'm truly sorry to hear you feel that way. Please let me know if you need assistance with any other concerns. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!