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Registered: ‎10-13-2020
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Formal Complaint - Fraud! Did not receive item as agreed to by BestBuy Online Chat Agent

On 10/7/20 I went on the BestBuy site to search for an Apple ipad Pro.  I saw the price was $799.00.  I went to the Apple site and saw the price was $749.00 and they had a promotion of free Airpods with this purchase.  

I went on the online chat with a BestBuy agent and asked if they would be able to match the promotion.  At first the agent stated that she did not have a promotion like that.  A few minutes later, she stated that she conferred with a Manager and said she would have a work around.  She proceeded to ask for my information, what color, what storage size, which Airpod.  I gave her all my information.  

It took some time, but she advised that she emailed me an invoice and I can finalize the transaction after clicking through on the invoice she provided.  She mentioned in the chat that the Airpods may not show on the invoice as that item is free.  I reviewed the invoice and did not see the Airpods listed.  I asked if there was any way to confirm the Airpods will be included with this order.  She said she asked her manager and was assured that the Airpods were there.  I took her word for it.  I paid the invoice and requested the chat transcription as proof.

I receive the shipment on 10/9/20 but the Airpods were not included.  I called the general number was told this was an in store order, obviously I did not go to a store.  I was told I had to go to the store where this order was generated.  This store is in Florida, I live in Nevada.  I was told to go back to the chat to try and get a resolution.  I was also told that I would get a call back from a Supervisor.  Today is 10/13/20 - still no call back.  I tried using the chat as suggested, and I was told to call the general number.  

I have the proof of what the BestBuy Agent agreed to.  She said she confirmed with her manager that the Airpods were included free of charge with the order.  I DID NOT need to make this purchase from BestBuy.  I could have easily just ordered from Apple with no issue.  I ordered through BestBuy because I am a loyal customer, been with the rewards program for over 10 years.  If the Agent simply told me they could not match the promotion, not a big deal, I would have went to Apple.  Purchased all my home appliances; washer, dryer, refrigerator, stoves, etc. 

I have all the chat transcriptions, but every person I talked to, chatted with said they would not be able to receive it and confirmed.

This is complete fraud!  I want what was promised to me by the BestBuy Agent - this is not a question of he said she said.  I was told I would receive Airpods so BestBuy should honor what their Agent committed to, no questions asked.

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Registered: ‎08-21-2017

Re: Formal Complaint - Fraud! Did not receive item as agreed to by BestBuy Online Chat Agent

Good afternoon, jtec0422,

 

Welcome to our forums. As someone who wears headphones every day, I can certainly understand wanting to receive this promotion. I appreciate you taking the time to let us know about your experience so far with this purchase. 

 

While we are able to price match several other retailers, we are unable to process a price match for a bundle promotion or for sales that are only available to select groups of customers. You can learn more here

 

Using the information associated with your forum account, I can see your contact to the Better Business Bureau. One of our Executive Support Specialists will be responding soon to the Better Business Bureau with more information.

 

Please let us know if we can help with any other matters.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Registered: ‎10-13-2020

Re: Formal Complaint - Fraud! Did not receive item as agreed to by BestBuy Online Chat Agent

Since Contacting the Better Business Bureau, Best Buy has honored the promotion that their online chat agent agreed to.  Happy to see that there is a resolution.  Just wish it didn't need to go this far.