BestBuy.com

[tilly79]

Got on Bestbuy.com this morning to look for deals and they had a flash deal special going on for the 75" TCL 4K SMART TV for $399.99.  I placed my order, comfirmation recieved, funds deducted from account and that they were prepping my order for store pickup for Thursday.  Woke up to an email that said "order has been cancelled".  After finally getting through to someone from the Davenport, IA store to find out what ws going on and talking with them they transferred me to someone else at a different loacation.  Long story short, someone that works for Best Buy online sales department made a clinical pricing error and removed the item and corrected later in the day.  I talked with them, explaining even the fact of their price match guarentee policy and asked for their supervisor and it was the same dead end....they would not honor the mistake that had been made and they would not do anything for me ( gift card, discount, NOTHING).  Amazon has made pricing errors in the past has and fully stood by thier mistakes.  I have spent so much money at this store and for them to not honor a mistake made by thier own company is unreal.  Lost a valuable customer forever!  I will spread the word on this disappointment!

Order #
{removed per forum guidelines}

TCL - 75" Class - LED - 4 Series - 2160p - Smart - 4K UHD TV with HDR - Roku TV
Model: 75S425
SKU: 6319340

Qty Price

1 $399.99

Estimated Pickup Date:

Thu 7/18

DAVENPORT IA
5153 Elmore Ave
Davenport, IA 52807

[Bill-BBY Senior Social Media Specialist]

Hello there, tilly79,

Finding a great deal like this for a 75” 4K TV would definitely pique my interest as well, and I can completely understand wanting to get in an order as soon as you saw the price.

As you discovered from the supervisor you spoke with, this was a pricing error, which we certainly apologize for.  Per our Terms and Conditions for BestBuy.com found here, under Information on Our Site:

“Despite our best efforts, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order.”

As such, we would be unable to honor that pricing.  However, we do appreciate your feedback, and it will be documented here for our review.

Sincerely,

[nsathiya31]

On the early morning of Monday, July  15th, I was pleasantly surprised to find an awesome deal on a SMART HDTV.  I quickly ordered my television and told all of my friends and family of my great find at Best Buy!  I was very disappointed to later find that this ‘deal’ was an error on Best Buy’s part and I was denied my purchase  I do believe that this is very unfair to me, a previously faithful Best Buy customer.  A business needs to stand by their advertisements and honor their advertisement whether it is valid or not.  By not honoring your advertisement, you are infringing upon a form of fraud known as Bait-and-switch. I understand you may not have all of the TV’s in stock that you agreed to sell at the given sale price, but I do feel that I should be compensated in some form for this inconvenience.  I could have saved like $800… So, you should be able to grant me something comparable 

Bait-and-switch is a form of fraud used in retail stores but also employed in other contexts. First, customers are "baited" by merchants advertising  products or services at a low price, but when customers visit the store, they discover that the advertised goods are not available, or the customers are pressured by sales people to consider similar, but higher priced items ("switching").

[jhern727]

The same thing happened to me and I'm reeling!! Someone at Best Buy made a HUGE mistake and not taking any responsibility is absolutely infuriating. I called today about my order that was cancelled, same situation, and waiting on hold for 18 min before getting through to someone who refused to speak to me as the order is under my husbands name...when I put him on the phone with her she hung up. I called back, another 16 min before someone picked up. The girl was very nice and very apologetic. She said they did this to about 2500 customers. That's total garbage!!! How can someone basically make a million dollar mistake and all they can do is say sorry like that's ok?? They took our payment, gave us a confirmation, and the next morning just non-chalantly cancels the order for THEIR error!!! Now my refund is being held up to 5 days for processing which means we can't exactly purchase another tv while deals are going on everywhere. I've worked in retail for almost 20 years so I get it but I don't care what some fine print reads in the dark pages of their website that "excuses" it and lets them off the hook to have to do anything to make it right...this is bad business Best Buy! A lot of other retailers would do something, anything to show good faith... not sure a bunch of "I'm sorry's" is gonna save 2500 loyal customers from shopping there again. I don't expect them necessarily to honor the price (though that is really what they should do)...at the very least they should offer a $50 gift card...something is better than nothing. Having worked in retail all my adult life, I know Best Buy is surely rolling their eyes at me for saying I will never shop there again but they've definitely lost my business forever as well. With Amazon taking over so much of the shopping market and other retail giants are dying off every year for not being able to keep up, it really makes me wonder how long Best Buy will stay in business...especially if they make monumental mistakes like this and then refuse to do anything to make it right. What a joke!!!!!!

[jdogg836]

Per our website's Terms & Conditions, which can be found here, it states that, “Despite our best efforts, sometimes an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order.”

I can assure you the mistake wasn't personal, nor was it intentional.  Regrettably they are unable to honor the pricing error.

[tilly79]

Totally agree with everything you said!  Well said!!

[liu2bao3yuan1]

Same here. Will spread the word

[tilly79]

exactly exactly exactly!!!  they did not waste any time withdrawing my funds and taking 5 days to get them back to me, smh!

[tilly79]

Amazon made a "error" also within opening hrs of prime days and got it corrected.  The customers who made purchases to these echo dot, door bell deal were able to still make the purchase under that price.  Basically, Best Buy took 2,500 customers out of play for buying a tv through amazon ( competing reasons)  which appeared on sale while prime days was going on, probably hoping in the end they will come back to Best Buy and still purchase a tv through them.  Yeah, no thanks.  Im sure the Internet Sales Team all got raises after all this

[jhern727]

Right?! Its pretty awesome to be out $400 for a couple days! Please click our 'Terms and Conditions' to read how we're not legally obligated to provide more than a scripted apology!