BestBuy.com

[slothmoore]

I purchased a Pixel 6 on 11/12/2021 for the full asking price. This was done via an upgrade with Verizon, paying installments to them. I noticed yesterday 11/18/2021 that best buy is now running a deal that would give me $150 off. I reached out to a customer support chat on the website. I was informed I had 2 options. 1) receive a gift card for the difference in the deals from best buy 2) pay a restocking fee, return my phone and then purchase a new one. I asked the lady on the chat if I could walk into the store explain my situation and I would be offered a gift card, she said yes. I go to the store yesterday after work. I spoke with a representative and they told me there is no way that they could give me a gift card. They encouraged me to call support. I called and the lady I connected with proceeded to tell me that I ma not being offered a price match at all, and was trying to twist my words. Could someone explain to me how I was given 3 totally different answers? I would really like to get the gift card as that was an option that was presented to me, I have screen shots of the messages where I was told I could get that. 

[hockeycanuckjc Community Veteran · Accepted solution]

From the Price Match Policy guide on the Best Buy site :

How does your price match policy apply to a cell phone purchased with an installment billing plan?

If you have purchased a cell phone on an installment billing plan from Best Buy and we lower our installment billing price during the return and exchange window, you have some options. You may bring your phone to a Best Buy store, and we will research the pricing history on your purchased phone to see if you qualify for a price match. If you qualify, you have two options for a price match. The first option is to receive a Best Buy Gift Card for the difference between the overall installment billing price you agreed to pay for the phone and the current installment billing price on the phone. For example, if your installment billing plan calls for you to pay a total of $600 and the phone is now available for $500, we will provide you with a $100 Best Buy Gift Card. The second option is that you may return your purchased phone along with the contract and purchase a new phone with a new contract at the discounted price. Please note that a return, even with a repurchase, requires the deletion of all data on the phone, and you are responsible for all fees associated with a return. When calculating the original purchase price of the phone, all offers, including two-for-one and gift card offers, are considered. There is a limit of one price match per phone.

[slothmoore]

That is what I was originally told. I went to the store, and they proceeded to tell me they have no idea what I am talking about. I am now on the 4th person I am talking to on the phone. No one seems to know what to do. This is really frustrating. 

[hockeycanuckjc Community Veteran]

I would ask to speak to a manager about this in the store and also ask them to look at the official store policy on their website as it seems possibly like a training issue.

If you do run into roadblocks or just want to wait for assistance, a mod on here can help you. Please be aware we are in a busy holiday shopping season so you may encounter a wait for assistance on these forums.

[slothmoore]

Looks like this is a relatively new policy, or I was told that atlest. The Manager had a system block they could not get past, still confused about this. But I was able to call customer service and get it processed over the phone.