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New Member
Posts: 2
Registered: ‎11-24-2021

Price Match complaint

I ordered an item on 11/10 for $999, together with a Best Buy Totaltech membership. I have not received this item yet. The same item went on sale for $699 on Best Buy on Monday (11/22). I contacted Best Buy that same day asking if I could get a refund for the price differerence, else I would cancel my previous order and order the same item for the lower price since I hadn't recieved it I was told by Best Buy (and I have copies of the chats) that my request was approved and the the refund was successfully applied. Based on that information I decided to keep my original order.

I was also told several times that I would receive a conformation email. When I never recieved these I contacted best Buy again after a couple of days and now I was told that my refund request was denied because of the Black Friday price match policy. I tried to speak to a supervisor to explain the situation but I was disconnected after being on hold for an hour.

So far I am not too impressed with the level of service you get with the Totaltech membership.




Posts: 10,228
Topics: 1,525
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Registered: ‎11-10-2008

Re: Price Match complaint

Based on what I read your membership includes exclusive member pricing.


However, in order to qualify for a price match your item that you bought online or in store needs to indicate "Black Friday Pricing Guaranteed!


More information :


*If you are a Best Buy Totaltech™ or My Best Buy® member and you purchase a qualifying item (those identified 10/18/21–11/18/21 with a “Black Friday Prices Guaranteed” message on the store price tag and on and the price of the qualifying item goes lower than your purchase price prior to November 26, 2021, we will refund you for the difference between your purchase price and the lower price. Price applies to new items and excludes coupon, bundle (excluding qualified activation), free-with-purchase offers, discounted pricing after a trade in and pricing errors. Discounts due to carrier bill credit and trade-in offers are not included in the purchase price total for mobile phones for purposes of the Black Friday Price Guarantee. Best Buy plans reimbursement of the price difference in the following ways: Credit card purchases will be reimbursed on the credit card used at time of purchase; purchases with a Best Buy Gift Card will be reimbursed on the purchasing gift card; purchases with My Best Buy certificates will be reimbursed as My Best Buy points; and cash purchases will be reimbursed via a check mailed to the address on record for the My Best Buy account. Best Buy reserves the right to send a gift card or e-gift card as a method of reimbursement for the difference. Reimbursements are scheduled to take place by December 15, 2021.


So if you did not see this notation on the item, even if you are a Total Tech Member you won't get the price match.


***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***
Posts: 6,526
Topics: 226
Kudos: 523
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Registered: ‎08-21-2017

Re: Price Match complaint

Welcome, riktuin1,


Thank you for taking the time to reach out to us here on our community forums and letting us know about your experience with our Price Match Guarantee. I know how important it is to get the best price possible, especially during the holiday season. $300 is quite a significant difference, I know if I were in your shoes I would want to this adjustment processed as well. I would be happy to provide some additional clarification on how this process works.


While we are able to price match most offers, we are unable to do so for listings from the Friday before Thanksgiving Day through the Monday after Thanksgiving, whether offered by us or a competitor. I'd like to take a closer look at your case history to get a better understand of the steps previous agents took. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.



AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-24-2021

Re: Price Match complaint

The problem for me is that not one, not two but three Best Buy representatives told me not to worry and that the refund was succesfully applied. I kept copies of the transcripts.

Again, I had the option on Monday to cancel my order (it hasn't been shipped) and buy the item for the reduced price. This misleading information I received from the Best Buy Totaltech representatives on that day stopped me from doing that.