02-15-2018 12:59 AM
I wanted to buy an Amazon Fire HD10 and Best Buy site showed $119. I logged into my account and placed the item in the cart--showed up in cart as $119. So far so good. A few moments later I entered the payment info for my credit card and when I hit "place order" the price shows up as $149. I thought I did something wrong and tried replacing order. The HD10 still showed up as $119 but this time changed to $149 when I tried placing in the cart. I ended up having to cancel my order and tried chatting with an agent. Apparently my transaction was occurring at about the same time as prices were going back up to retail.
My position is that the item had already been placed in the cart at the advertised price which should have been "locked in". The agent's explanation pretty much ended up being "tough luck".
This sucks and as far as I am concerned this is fraud.
02-15-2018 11:15 AM
The story has a happy ending but not without my having to rant with a representative on the phone. Went through my story and got the usual stock responses from the agent--"sorry about your experience", etc. She said she would try and adjust the price if I could hold on the phone. After several minutes she said that the price could not be adjusted, yada, yada, yada. I said I did not want to talk any further with her and wanted a supervisor. Put on hold again and she said they were trying to find someone. Put on hold again and she came back saying "they" were trying to see about getting the price adjusted for me. On hold again for another several minutes and the same person came back saying she was able to get the price to what I had originally ordered ($119) and she helped me place a new order. I guess when I requested to be bumped up the line to a supervisor that they somehow found a way to avoid the need for that. The entire phone process took about about 40 minutes.
One lesson is that the initial phone response for complaints like this will usually be "tough luck" but when you persist you could get the appropriate results.
02-15-2018 01:16 PM
Thank you so much for joining our community to share your recent ordering experience. Noticing the price was higher upon moving to the payment screen of checkout can certain frustrating. I’d be happy to provide some insight into this matter for you.
Prices noted within the cart may be subject to change, and aren’t locked in. This is noted on each page of BestBuy.com at the bottom as the following disclaimer:
Prices and offers are subject to change
As you can understand we allow customer’s add items to their shopping carts, and keep them there until they’re ready to checkout. Some customers may need to finish up their shopping days, or even weeks later. Typically, a pop-up message will be sparked that shares an item in your cart has been updated if the price has gone up. You’re more than welcome to review the Conditions of Use which shares we’re unable to confirm pricing or availability until you place your order. I’m happy that our teams at 1-888-BESTBUY were able to discuss your concerns with you in further detail, and make a one-time exception on your behalf. Thank you so much for your feedback, and for sharing with us!
02-15-2018 01:44 PM
Mariah--as noted this had a satisfactory resolution. My situation was exactly akin to picking up an item in a store with a sale price sticker and bar code and then going to the register and having the price changed during the transaction. I think I was unlucky to have started my transaction online just prior to the offer expiring (by the way there was nothing to indicate that there was a critical time cutoff for the sale but I could have missed that). I was a victim of an automated system that changed the price even while I was in the middle of the transaction. From the time I place the item in the "cart" to my checkout was literally a minute or so and a "real person" would not have implemented a price change.
In any case my ranting on telephone with a rep ended up resolving.