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New Member
Posts: 1
Registered: ‎10-16-2020

Formal Complaint - Price Match

I have been an Elite memeber for close to 15 years and have bought all my electronics from Best Buy (multiple TVs, several laptops, VCRs, Blue Rays, X-box, etc).  When I needed to buy another WiFi extender, I of course went to my local Best Buy in Plano.  On Sunday (10/10), the in-store employee was very helpful and showed me the extender to buy.  We then began discussing the mesh WiFi and she recommended that for a little more money, this would be a better alternative.

 

I ended up purchasing the Eero 3pack for $250 and the employee informed me to looked on Amazon when their 2-day prime sale started and if Amazon was lower, Best Buy would match the price.

 

On that next Tuesday, Amazon did offer the Eero 3pack for $75 less, so I went back to Best Buy Plano to get my $75 refund.  At the customer service desk I was informed they could only match if Best Buy had also lowered their price to match Amazon.  This was a different story than the employee had told me the prior Sunday.

 

I then spoke to the manager who informed me that Best Buy Corporate had informed them not to match any of Amazon's Prime pricing because they would lose money on the sale. 

 

After leaving frustrated, I went home and purchased the Eero on Amazon and intend to return the one purchased from Best Buy Plano.  I cannot understand why Best Buy would rather lose a $250 sale upon my product return than refund me $75 to match the offer from Amazon.  Please help me understand why Corporate would not allow store to match the price from Amazon?  Sorry that I cannot be a loyal customer anymore, but in the future, I will check all the other electronic store prices before I make any purchases instead of just going to Best Buy. 

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Best Buy Employee
Posts: 2,002
Registered: ‎01-09-2015

Re: Formal Complaint - Price Match

The manager was correct, we do not match prime day deals.  

 

"I cannot understand why Best Buy would rather lose a $250 sale upon my product return than refund me $75 to match the offer from Amazon.  Please help me understand why Corporate would not allow store to match the price from Amazon?"

 

Let's say as my business I go to the manufacturer and buy something for $10, then I turn around and sell it for $8.  How successful would my business be?  The reality is these things are sold at a loss by Amazon, that $120 Prime Membership also helps offset some of these costs for Amazon.  There is no upside for retailers to match loss-leader promotions. 

 

Normal Amazon pricing is matched every day, and there are plenty of times that Best Buy has the same or lower prices on items.  Try price matching a Best Buy deal with Amazon, they won't do it....ever.  

 

All I can offer is to shop around and be hyper vigilant on pricing, and when it comes to limited time or membership only pricing...understand that Best Buy, like most retailers, do not match these.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Recognized Member
Posts: 138
Registered: ‎07-16-2014

Re: Formal Complaint - Price Match

@bshilly 

 

I like Best Buy, and have been shopping there for many years as well, but I have to tell you, there is no such a thing as loyalty in retail! You should never assume that any company would jump through hoops to reward you for your loyalty to them, and get the best deal where ever you can find it! 

 

With that said, we have to be fair, and Best Buy specifically states in their price match policy... well here:

 

"Exclusions apply including, but not limited to, items sold by Marketplace vendors, competitors’ service prices, special daily or hourly sales, and items for sale the Sunday before Thanksgiving Day through the Monday after Thanksgiving."

 

And you know what? It's their call and their loss. When you get it for less from Amazon, just return the one you got from Best Buy and move on with your life. At the end of the day, it's your money, and if Amazon wants them more than Best Buy, so be it. 

 

 

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Posts: 517
Topics: 38
Kudos: 72
Solutions: 23
Registered: ‎07-23-2018

Re: Formal Complaint - Price Match

Hi, bshilly!

 

We appreciate you being a loyal patron over the years! This time of year, there are many great offers being advertised, and we want our customers to be informed. We’re always happy to work within the guidelines of our Price Match Guarantee, which we have available for review on our website. This helps ensure our customers are getting the best deal, whenever possible.

 

As jdogg836 and drumn_bass mentioned, there are some exclusions. Although Amazon.com is a qualified online competitor, our Price Match Guarantee does not cover special daily or hourly sales.

 

We hope you will continue to visit us, and we look forward to continuing to offer support for your electronic needs. If you have questions in the future, please don’t hesitate to check in with us.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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