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Posts: 1
Registered: ‎08-02-2018

Horrible Customer Service

I just left the Best Buy in Homewood, IL and had one of the worst customer service experiences I have ever had.


I went to this Best Buy because it is the closest store to my home and I knew that they would have what I was looking for. When I got to the store, I found what I was looking for (All the President's Men and Christine, both on blu-ray) and checked to see if anywhere had either of them cheaper. I found that Amazon had All the President's Men for $9.67 while the store wanted $17.99. I checked to make sure that the item was "sold and shipped by Amazon" as I know that anything else would be a seller on the site.


I got to the register and was not greeted by a "hello" or anything from the cashier. I thought nothing of it really, as not everyone does that. He rang me up and I told him that I wanted to price match All the President's Men to Amazon. Without saying a word, he did some things on the screen (the register was a touch screen) and then said "Hold on" and walked away. 


The cashier came back with a woman, who I am guessing is the manager on duty, but this was never told to me. She looked at the screen and then asked the cashier "Where is he price matching to?" The cashier said that he didn't know and the manager told him to find out. Keep in mind that nothing has been said to me this entire time. The cashier then asks and I have my phone ready with the page on Amazon showing the price. The manager then takes the phone out of my hand, which I was not happy about, and looks the page over. She then asks the cashier "Is he a prime member?" Before the cashier says anything, I say "I am." The manager then tells the cashier, (she has not said a word to me or even faced me.) "We don't match Amazon Prime." and then walks away. I stand there dumbfounded. I honestly did not know what to do. 


After a minute, I decide that I am going to leave and ask the cashier what the manager's name is. The cashier says nothing. I look for a name tag on his shirt and he does not have one. He then gets a call over his walkie-talkie and talks into it. He then does something with the computer and tells me a total. It is not the total I am expecting (it is more) and I look at the screen. The manager had the cashier price somewhere else for $3 more than what I was trying to price match for. I ask him what is going on and he just looks at me, saying nothing. I then tell him that I do not want the items and he rolls his eyes. I leave really mad.


I have never been treated like this before. No one talked to me nor did they ever tell me what was going on. The cashier did not talk to me but he did look at me, while the manager didn't even face me nor did she talk to me. She "talked" through the cashier to get information she could have gotten herself if she had just talked to me.


Like I said, this is the closest Best Buy to my house and I shop there often. After today, I don't know if I am ever going to set foot in there again. I love going to Best Buy to be able to look at the merchandise I am buying before I buy it. I do not like ordering online. I may have to call it quits on Best Buy. This experience really soured me on going to them again. Also, the store lost out on money because they wouldn't price match. I walked out with no product and they got no money. If that is how that store wants to do business then I will go elsewhere.



Posts: 3,998
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Registered: ‎12-23-2016

Re: Horrible Customer Service

Hi James,

Thank you so much for taking the time to share this experience with us. I apologize that it has taken so long for me to respond. We’ve been exceptionally busy recently, and it is taking longer than I’d like to get back to everyone.

Under our Price Match Guarantee, we are unable to match membership pricing, such as prices exclusive to Amazon Prime. I’m not sure if the price you were looking at on Amazon was Prime exclusive, but that’s the only reason I can think of for the price match to be denied. Regardless, I apologize for the poor service you received at the store. As someone that shops with us often, I’m sure that you know that this is not typical of the service we offer.

I see that you’ve also reached out to us on Twitter about this experience. As Megan on our Twitter team said, we’d like to look into this for you a bit more deeply for you. To do that, we’d just need you to send in a private message here, or a DM on Twitter with your name, email address, and phone number. 

Please feel free to reach out to us through whichever platform you prefer and we’ll check it out.


Kyle R|Social Media Specialist | Best Buy® Corporate
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