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Posts: 3
Registered: ‎05-30-2014

Issue with price match - canceled per employee request and then online wouldn't reinstate

Just wanted to notify you of a ridiculous situation that occurred with your billing system on an online order placed via price match. For some reason after the first payment on a price match online order went through and showed authorization on the credit card portal, your system stated there was an issue with payment. The fun part though is the payment amount it had issue with changed. After updating my payment method Best Buy authorized 8 different amounts on my credit card ranging from $50 to $400 versus the $550'ish that occurred via the original payment. The first issue was understandable, the credit card company wanted me to authorize the charge via phone to combat fraud. The next 7 charges were ridiculous I'm assuming because the system didn't like that the total wasn't the full amount each time.


Anyways, dealing with all of that the store representative told me it'd probably just be best to cancel the order and re-place it. Since I needed to go pick up my kids, I let them know I'd do that and setup the order again so I could get it later. Well now comes the second pain in the butt. The price that I'd price matched which was documented via my prior order had changed since then. Chatted with the online reps (Caleb) and escalated it (Harold) and they just told me they couldn't do anything about it because the price was no longer the same. This is despite my sharing with them the insane issues with billing that occurred and that the price was prior documented on a previous order and I'd been instructed by a Best Buy employee to cancel the order and place it again. It is very very poor customer service for even a supervisor to not be able to recognize the issues inherent in the situation and rectify it as he was obviously instructed to never make an exception.

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Registered: ‎02-08-2019

Re: Issue with price match - canceled per employee request and then online wouldn't reinstate

Hiya, Rivalyn

We appreciate you taking the time to write in to us, although we wish the circumstances were different,

I love a good deal myself, so I can certainly understand wanting to take advantage of our Price Match Guarantee on your recent order, although we are sad to hear about the issues that occurred with your payment method. I can imagine how seeing those different charges would be a cause for concern, and we apologize for any inconvenience this has caused you. I'd like to investigate this further. To do so, can you please send me a private message that includes your name, phone number, email address, along with the previous and current order number? You can send a secure message by selecting the blue button in my signature. I look forward to working with you!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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