04-16-2019 01:38 PM
First of all, I have to say I absolutely love Best Buy. I am an avid computer nerd, and Best Buy is the only place in town that offers the computer parts I need. I have spent thousands at Best Buy on computer parts, video games, appliances, and home theater equipment, and have been a regular customer since I first had my own money in the form of an allowance. Customer service has always done a stellar job, and I've never felt let down.. until recently.
Yesterday, I found a great deal for a computer monitor I've had my eyes on for a while. I didn't want to deal with a retailer that wasn't Best Buy, so I contacted live chat to price match. The item was eligible for the price match, and we processed the order. I was so excited for my new monitor I could hardly wait! And it would be sent through my favorite retailer! Unfortunately, shortly after placing the order, I received an email saying it was cancelled.
I was still in the chat, so I brought this up, we tried the payment again and again it was immediately cancelled. The CSR stated that I may need to try to do the price-match in store because there was an issue with my payment method. I've used the same card hundreds of times, and have never had an issue with it.
With great inconvenience, I went into my local store last night and talked to the customer service. They said that the price match item had gone out of stock on the competitors website and were unsure if they could still match it. Luckily, the CSR I had chatted to previously gave me his word that the store would still match the price, even if the item went out of stock. Nice! But, because it no longer showed up in the price match tool, the in-store employee was not able to get it to the exact some price. In fact, they were only able to bring it down to $100 more than the original price match.
Well, that was alright with me. I don't mind shelling out extra to support my lovely local store. I paid with my trusty Best Buy card, and left the store, relieved that the whole ordeal was over. I checked my email, and my heart dropped with despair as I read a new message: "Items from your order have been cancelled". The order was cancelled, for a third time! I immediately called Best Buy support. The CSR was very nice, but not really able to help. He said he would escalate the issue.
The CSR I spoke with promised that, as a one time exception, they would allow me to repeat the order with the same, original price match for the item. I am beyond frustrated. I am trying to keep my faith in Best Buy, but it feels like the curtain is being lifted, and I'm starting to feel like Best Buy never really cared about me - the customer, and only cares about money. I want to be proved wrong.
I have been a loud-spoken advocate of Best Buy for years. Whenever I hear someone contemplating ordering something on Amazon, I recommend that they just grab it from our local Best Buy. I sometimes take family adventures just to go browse awesome tech at Best Buy (which almost always ends with a few purchases).
I just want to place my original order, for the original price match, as I was promised. I don't want to spend weeks figuring this out. I just want to pay the money, get the product, and continue being in love with Best Buy.
Is there anything we can do to make this happen, or is it time for me to break up with my favorite retailer of all time?
04-16-2019 01:41 PM
And to clarify on this: "The CSR I spoke with promised that, as a one time exception, they would allow me to repeat the order with the same, original price match for the item". That never happened. That's why I'm posting here. I want my orders to stop being cancelled, and I want to have this promise fulfilled
04-16-2019 02:13 PM
Good afternoon, dabrendan,
Thank you for taking the time to reach out to us about your price matching experience. It’s certainly disheartening to hear that your recent orders both in store and online have unexpectedly cancelled after being processed with price matches. We certainly strive to provide excellent service and I can understand how these recent setbacks have caused you to question your loyalty.
I would love the opportunity to take a closer look at your situation and what may be happening with your recent orders. First, can you share if you used the same form of payment with both the online order and store order? Also, did you contact your financial institution about the cancellations? There are a variety of reasons orders may cancel (see the knowledge base article here for more info), but sometimes it may be as simple as an issue with the form of payment.
For example, my bank cancelled one of my online orders a few months ago because they thought it wasn’t me placing the order. To get it to go through, I just had to let them know the attempted order really was me even though it didn’t fit my normal buying patterns. Let me know! Also, beyond that, can you please send me your full name, phone number, and email address used for those orders in a private message so I can take a closer look? The “private message” option should be available in my signature below this post.
04-16-2019 02:49 PM
Hi again, dabrendan,
Thanks for getting back to me so quickly! I appreciate the information about using multiple forms of payment and still having the same cancellation troubles on each order. That helps as I’m looking into what may be happening. Please look for a more detailed reply via private message shortly. Thanks!