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New Member
Posts: 3
Registered: ‎10-29-2019

Filing a formal complaint

I would like to know where I can file a formal complaint to corporate. The customer service I have received from Best Buy has been absolutely unacceptable to say the least. 

 

First, I order a Razer Thresher Ultimate PS4 headset online for the online price on BestBuy.com at $241.99. The same day, I physically go into the store and see the in-store price at $125.99 ($124.00 Savings).

 

The in-store employee manager informed me that the online chat team would be able to make the adjustment on my online order reflecting this price with no issue. I then go home and immediately get on my computer and get in contact with the chat team.

 

Long story short, I was told by the chat team that they would not be able to price match the BEST BUY in-store price (with no reason or justification why) and that I should go back to the store to try to situate the price match. This is not consistent with what I was told by store manager. I inform the customer service chat rep that I just came from the store and they told me to contact chat support to price match. The chat rep then suggested to call the phone team. As a customer, I feel deceit from Best Buy customer service as they are giving me the run around, which I do not appreciate and would least expect this type of service from a large corporation like Best Buy. 

 

I have photos of the discounted in-store price from Best Buy's ACTUAL computer system and network. This is not a competetitor price. This is the ACTUAL Best Buy in-store price for the same product I just purchased online on the same day. Which is astonishing, considering that the chat rep was not able to;

 

1) Honor and adjust my order reflecting the Best Buy in-store price.

2) Not give a reason or justification why he cannot honor the price.

 

To make matters worst, they were not able to price match Fry's Electronics online price as well.

 

I have the chat transpricpts and interactions and would like to forward my concerns and notify my customer experience to the right people. 

 

 

 

 

 

 

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Posts: 5,328
Topics: 165
Kudos: 428
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Registered: ‎08-21-2017

Re: Filing a formal complaint

Hello, kb2four,

 

Welcome to our community forums and thank you for taking the time to write to us about this price match. We do our best to make our Price Match Guarantee easy to use so I'd certainly like to take a closer look in to this. I'd like to review your case history and take a closer look at this. Can you please send me a private message with a bit more information? I will need to verify your:

 

Full name

Email address

Phone number

Order number

 

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

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎10-29-2019

Re: Filing a formal complaint

[ Edited ]

I spoke with the customer service phone rep and basically was informed that if you purchase through the store and find a lower price online through the BestBuy website, they can price match that price with no issues. However, it will not work the other way around.  BestBuy will will NOT price match a lower IN-STORE BestBuy price againts the Online BestBuy price. This does not make any sense at all and I am extremetly frustrated as they would not honor the BestBuy in-store price. I will PM the requested info to you. Here are the photos of the prices I am referring to. 

 

Online Price

 

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In-Store Price

 

 

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Highlighted
New Member
Posts: 3
Registered: ‎10-29-2019

Re: Filing a formal complaint

I have sent you a private message. 

 

I hope you can assist me to my satisfaction as the In-store manager, Chat rep and the telephone team was unable to.