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Posts: 2
Registered: ‎09-28-2020

Horrible Instore Price Guarantee Experience

[ Edited ]

I purchased an Iphone XS MAX 256GB thru Sprint upgrade at $549 at the Chino HIlls store, CA  on Sept 06, 2020. On Sept. 18, 12 days from the purchase and still within the 14 days windows of Bestbuy's Best Price Guarantee Policy, Bestbuy's own price dropped to $399 and I went back to the same store with receipt trying to do a price adjustment allowed and justified under Bestbuy's policy.

 

Regretably and very disappointing, from mobile dept reps to manager, after verifying prices, they denied my request flatly saying activated phones are NOT covered by their price guarantee policy, to get the new price, I would need to do a return/rebuy with $45 restocking fee charged to my account. This is certanly not true and disheartening to me as a BBY customer for more than 2 decades.

 

It feels like that the store reps were doing all they could to duck out and try to trick you not to use their price guarantee policy with whatever reasons invented. Fortunately and enough, I raised doubts on them and came home to call BBY's customer service online. I was so blessed to be able to speak with a rep so understanding my situatation. She approved my request after verifying the price difference, and stated clearly my purchase does qualify for price protection. The service reference given by the lady is {removed per forum guidelines}.

 

To date I still haven't figured out why BBY's reps are treating customers so diffenently, if not contradictorily enough. The founder of your competitor B&H store has a quotable quote I would like to share with you, treat customers right and they will come back. Hope this too will be my experience with Bestbuy in the futire.

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Registered: ‎11-10-2008

Re: Horrible Instore Price Guarantee Experience

All price matches are done at a low level refund method. You are not returning an item you are actually getting money back in the form of a price match. Point of Sale people need to do this carefully so it does not trigger a return where it would deactivate the phone.

 

To make a long story short I bought a Prepaid phone ages ago, and the people who did the price match was clueless on how to do the price match. Well, eventually they figured it out but it triggered a return on their end and my phone was deactivated and I lost my number. It showed in Tracfones system as a return. this was over 10 years ago however so I hope this has improved.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Posts: 2,415
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Registered: ‎10-19-2017

Re: Horrible Instore Price Guarantee Experience

Good afternoon, Philtiamo2020,

 

Thank you for sharing this experience with us. In the past, there were more limitations on price matches for cell phones, but there have been some updates in the last year or so as we’ve been listening to our customers and their feedback. We’re always working to improve and provide the best services for our customers!

 

Currently, Best Buy does not match “Competitor offers including contract cell phones…”, but our policy does cover price matches for cell phone purchases with lowered Best Buy pricing within the Return & Exchange timeframe. How that is accomplished varies depending on details surrounding the purchase. For example, if the original purchase was made with an installment billing plan, the match process includes a choice of either a return and repurchase (with the customer responsible for all fees associated with a return), or a Best Buy gift card for the difference in price. You can see more information about that process on our website here under the heading “How does your price match policy apply to a cell phone purchased with an installment billing plan?” If there was no installment billing plan, the process should be more straight forward, though.

 

From what you describe with the match being done without a return and repurchase when speaking to a representative on the phone, it sounds like you do not have an installment billing plan. If that is true, there may have been confusion at the store regarding the policy and how to move forward with a price match on a cell phone. I’m very sorry for any confusion or inconvenience you have faced. While I’m glad you’re saying a match has now been completed successfully, I’d like to ensure this feedback gets to the right place so that we can be sure of offering the best service to all of our customers at all of our locations. To ensure I have all the details, can you please send me a private message with your full name, phone number, and email address?

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 2
Registered: ‎09-28-2020

Re: Horrible Instore Price Guarantee Experience

You are PM'ed.

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Posts: 2,415
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Registered: ‎10-19-2017

Re: Horrible Instore Price Guarantee Experience

Thank you, Philtiamo2020! I see that message and will be replying to it shortly.

 

Best,

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