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New Member
Posts: 2
Registered: ‎01-26-2021

Formal Complaint

As a deaf person, this world is already difficult enough. I honestly can't believe the interction I just had on chat. Telling loyal customer to take thier business elsewhere because they request you to escalate the chat is unacceptable.


Here is what happened. I requested a price match for a TV a competitor, listed in Best Buys terms of service, has on sale currently. They refused the price match do to it being on sale. Really? Why else would I be requesting a price match? Agent stated that the sale was a "special offer" and he couldn't match the price because of that. When I asked him to show me where exactly in the policy online that is states "special offers" aren't acceptable, he couldn't. Instead he referred me to call the toll free # because they he can't help me with a price match. I explained to the agent I couldn't as I'm deaf and asked to escalated in chat instead. The agent again refused to help me or escalate the chat. At which time I decided to give up and follow up via email and asked him to send me the transcript. I asked one last time to be escalated and explained again I can not call in due to my diability. He then told me to go to the store. I explained that that was not an option as it's not in stock locally. He then told me to try another website. I truly find it hard to believe that a 15+ year loyal Best Buy customer was told to spend over $1000 somewhere else. Kinda shocking.


By the way, the system straight up failed and displayed an error message stating the "sorry we're having tech diff issues. Your transcript failed to send". Luckily I have screenshots of the whole conversation.


I'm not sure where to go from here. There are protections in this country for situations like this and posting it to social would like create a firestorm. However, neither of those should be required to get a company to honor it's own policy. I want to continue doing business with Best Buy but am not sure you still value your customers. Please tell me I'm wrong.

Posts: 6,667
Topics: 227
Kudos: 558
Solutions: 340
Registered: ‎08-21-2017

Re: Formal Complaint

Hi there, arturomco,


Thank you for visiting us here on our community forums and letting us know about your experience with our Price Match Guarantee. I know whenever I shop I want to make sure I get the best price possible and I appreciate you bringing this to our attention. I'd like to take a closer look at this and make sure your feedback gets to the right place.


In some case, we may be unable to process a price match if a product is a special daily or hourly sale. Based on your message it sounds like this product was out of stock, is that correct? If so, we would be unable to process a price match.


I'd like to review your case history as well as make sure I document this here at our Corporate Campus. I will need some additional details to do so. Can you please send me a price match that includes your:

Full name

Email address

Phone number

Case number (if provided)


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

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-26-2021

Re: Formal Complaint

Not sure you actually read my post. The TV was in stock on your competitors website, just not at my local Best Buy store. My problem isn't only that your agent refused to price match an item that was clearly within your policy to do so. It is actually multi fauceted. 


See issues below:

  1. The agent refused to help a handicap person and requested I instead I go to a Best Buy and try there.
  2. The agent refused to show me where in the policy it was not acceptable.
  3. I have had used your price match service multiple times for the exact same scenario (both competitor and sale type)
  4. A 15+ year loyal customer was told to go somewhere else and maybe you will have better luck.
  5. Best Buy refused to price match an item that is within the policy as it is written.

I'm happy to continue this over private message. I just want everyone else to be aware that you are still not offering any consolation for the mistakes made by your CS team. Even after it has been raised with a clear description of the issue and insight into the treatment of a disabled person by your team. Not sure where to go from here other than to social media.

Posts: 1,020
Topics: 75
Kudos: 130
Solutions: 50
Registered: ‎10-19-2017

Re: Formal Complaint

Thanks for elaborating on that for us, arturomco!


Andrew is currently unavailable, but I'm happy to step in and help you with this. Requesting a Price Match should be a time of excitement, so I'm hurt to hear that your interaction was a far cry from the one we had hoped to provide!


I can imagine how I would feel if my Price Match was denied, and then the agent wasn't able to show me why my request didn't meet the qualifications. That would be frustrating enough on its own without the added factors of being told to see if you have better luck shopping elsewhere, or being told to call in or visit your local store despite you explaining why those weren't workable options. Our goal is to provide the best shopping experience possible; we understand that an important part of that is being able to receive excellent support in a way that works best for you.


That's why it's disappointing to learn that your time with our chat agent was not a reflection of those values. While I wish that you had received the level of support you should have from the start, I'm glad you brought this to our attention. The only way we can do better is to learn from the times where we dropped the ball.


I'd be happy to look into this further so we can try to turn your time with us around. For me to get started, can you please send over your full name, phone number, and email address via the "Private Message" option in my signature?



Elle|Social Media Specialist | Best Buy® Corporate
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