Best Buy IdeaX

[#1]

I found an item cheaper at a competitor and the website makes the process seem painless. This is now day two and chat number three and I have yet to be able to purchase the item because the chat experience within the Best Buy app is not very well executed. The issue is that the customer service rep you're chatting with has to do everything on their end - i.e. apply rewards, etc. This last chat they didn't ask about rewards and I had forgotten to mention I had some certificates to use so when they sent the payment link over there was no way to apply these. When I tried to toggle back to the chat using the back button, it took me back to the Price Match FAQ site and the chat was completely lost. This also happened earlier where they sent me a link and I figured I'd be able to pull it up later and pay when I was not out and about but this was not the case. It seems the "easier" experience is just to go to the store and do everything there.

[#2]

Thanks for the feedback on this channel of service.