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New Member
Posts: 2
Registered: ‎12-03-2019

Store manager refuse to price match Costco

Long story short:

I placed an order for a refrigerator on Nov 30th 2019 and got promised that I will get the price adjusted to match Costco’s price on the following Tuesday (They said they cannot price match during Black Friday weekend).
On Tuesday, to my surprise, the store manager refused to horror what they said and complained about me getting “too much” gift card from the order.
I said OK, just cancel the refrigerator and deduct whatever gift card amount I got from it and I can make a separate order by just price match with Costco.
And the store manager still refuse to do so by saying the Costco’s price is too low that the price match won’t “make sense” to the company.
He said he will not price match with Costco be cause he thought it’s “too low”. He said I’m more than welcome to cancel it and go to Costco.
I ended up cancel the refrigerator. And they messed up my other orders, so all my deliveries is postponed now.

So if price match doesn’t “make sense” to the company why bother to offer it i the first place?
And why advertise the word “Garantee”???
If the sales person didn’t offer the price adjustment, I won’t even bother to add it to my orders. Why would I get myself into a hassle like this, while I can just purchase it at Costco??

After the cancellation, it turned out that the gift card amount I earned from this refrigerator is only $75, the price difference is much more than that.

I got many gift cards because I placed nearly 8k orders, I don’t understand why he complained about it. And seems it was because his generosity and I shouldn’t ask more, which made me really uncomfortable at the time



Posts: 11,747
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Registered: ‎01-03-2013

Re: Store manager refuse to price match Costco

Hello, Bcmr, 

 

Welcome to the forum, and thank you waiting for our reply. Purchasing a new refrigerator should be incredibly exciting, especially over Black Friday weekend when there are many great deals going on! It sounds like between some Best Buy gift card offers and a price at Costco, you had quite the deals to choose from. 

With that said, under our Price Match Guarantee, we would be unable to price match items for sale the Sunday before Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor. This may explain the store's original request for you to return on Tuesday, if the price remained the same, to price match it at that time. However, price matching is excluded from bundle offers, items included in bundle offers, free items, gift card offers, as well as items included in gift card offers, regardless of time of year. 

 

Given this information, please know the store would ultimately have been correct in denying this price match request, though it seems you may have been provided incorrect information along the way. With that said, I can understand how this would be far from an ideal experience, as this isn't at all the experience we strive to provide our customers. We greatly appreciate you taking the time to share this with us. If you should have any other concerns, please do not hesitate to follow up with us. 

 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-03-2019

Re: Store manager refuse to price match Costco


@Tasha-BBY wrote:

Hello, Bcmr, 

 

Welcome to the forum, and thank you waiting for our reply. Purchasing a new refrigerator should be incredibly exciting, especially over Black Friday weekend when there are many great deals going on! It sounds like between some Best Buy gift card offers and a price at Costco, you had quite the deals to choose from. 

With that said, under our Price Match Guarantee, we would be unable to price match items for sale the Sunday before Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor. This may explain the store's original request for you to return on Tuesday, if the price remained the same, to price match it at that time. However, price matching is excluded from bundle offers, items included in bundle offers, free items, gift card offers, as well as items included in gift card offers, regardless of time of year. 

 

Given this information, please know the store would ultimately have been correct in denying this price match request, though it seems you may have been provided incorrect information along the way. With that said, I can understand how this would be far from an ideal experience, as this isn't at all the experience we strive to provide our customers. We greatly appreciate you taking the time to share this with us. If you should have any other concerns, please do not hesitate to follow up with us. 

 

Sincerely,



@Tasha-BBY wrote:

Hello, Bcmr, 

 

Welcome to the forum, and thank you waiting for our reply. Purchasing a new refrigerator should be incredibly exciting, especially over Black Friday weekend when there are many great deals going on! It sounds like between some Best Buy gift card offers and a price at Costco, you had quite the deals to choose from. 

With that said, under our Price Match Guarantee, we would be unable to price match items for sale the Sunday before Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor. This may explain the store's original request for you to return on Tuesday, if the price remained the same, to price match it at that time. However, price matching is excluded from bundle offers, items included in bundle offers, free items, gift card offers, as well as items included in gift card offers, regardless of time of year. 

 

Given this information, please know the store would ultimately have been correct in denying this price match request, though it seems you may have been provided incorrect information along the way. With that said, I can understand how this would be far from an ideal experience, as this isn't at all the experience we strive to provide our customers. We greatly appreciate you taking the time to share this with us. If you should have any other concerns, please do not hesitate to follow up with us. 

 

Sincerely,


Hi Tasha,

 

Thank you for your response. However, your explanation does not justify what they did was WRONGFUL.

 

First of all. I DID NOT plan to purchase the refrigerator at BestBuy. It was because the sale person offered me the price adjustment after I told him I'm planning to go to Costco next for the refrigerator. I was very well aware of the price match policy during Thanksgiving!

 

The FACT is, I did not request any price match UNTIL he and his manager LIED to me for the price adjustment process in my original post. I was told to come back on Tuesday so they can refund me the difference. I confirmed with him and his manager MANY MANY times BEFORE I place the order!

If it is not allowed, they are wasting so much of my time! I could just go to Costco on that day! To my surprise, your response makes me feel that LYING to a customer is OK! Is this how Bestbuy conducts its business? 

 

Secondly, when I was told they cannot price adjust it on Tuesday night. I was OK with it. I asked to cancel the original refrigerator and DEDUCT whatever amount of gift card come with it and do a price match with Costco's CURRENT price. I wanted just place another separate order for the fridge, which as in your response, is NOT during Thanksgiving weekend AND is NOT associate with other bundle offers, free items, gift card offers, as well as items included in gift card offers. Yet, the store manager still REFUSE to do it. How do you respond to this? Not to mention they messed up my order during the cancellation, which made my delivery a few days late!

 

Since I placed so many items with Bestbuy, all I was trying to do was to save time and effort to buy all things at the same place. As a customer, I'm not begging them to sell me stuff, I ended up buying the fridge at Costco, and the installation and connection parts are free.

 

I have been really happy with my experience with Bestbuy before that Tuesday. This purchasing experience is the worst experience I have ever had! Based on your reply, are you saying it is what it suppose to be???????

 

Posts: 11,747
Topics: 158
Kudos: 363
Blog Posts: 21
Solutions: 570
Registered: ‎01-03-2013

Re: Store manager refuse to price match Costco

[ Edited ]

Hello again, Bcmr, 

 

Thank you for following up. I apologize for any misinformation regarding what may have been possible, as any gift card offers may automatically be added to the purchase, and there may not have been a way to remove these from the purchase to instead perform the price match you were seeking. I would like to ensure your experience is appropriately documented, so please keep an eye on your inbox in the top right corner of the page for the private message I am sending your way. 

 

Sincerely, 

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