BestBuy.com

[doog1e]

On January 16th, I found a listing for an item I wanted to purchase. This item was $29.99 at Best Buy, but only $19.99 on Amazon. I started a chat with Best Buy support to price match the item. After the associate was able to confirm the item was eligible for a price match, the chat application crashed. I connected with another associate who confirmed, again, that the item was eligible. As we were finalizing the sale the chat application crashed again. For a third time I connected with an associate. But this associate tells me that the item is ineligible. When I tell them "two other associates just told me it's eligible", the associate tells me they must have lied.

Lying to customers is totally unacceptable. I asked to speak with a supervisor. The associate transferred me, but instead of addressing my concerns about being lied to the supervisor just doubled-down that the item I was trying to price match was ineligible. I told them that I was moreso upset about being misled by Best Buy support than the simple price match. Without being told I was transferred again and again. I had no idea who I eventually ended up speaking with. Typically it is courteous to tell a customer "I am transferring you" rather than just silently toss them to someone else. It made me feel like I was just a problem being passed around, and not a human being asking for help.

Eventually I was transferred to a very belligerent and rude associate. They did not acknowledge my problem at all. I was told, again, that the item is ineligible because it was not shipped or sold by Amazon. Here is a screenshot of the Amazon listing:

I had enough. I made up my mind at that point to make this formal complaint, and wanted to ensure I had a transcript of the conversation. I also wanted the names of the employees who treated me so poorly. The supervisor refused to answer my question and instead transferred me without my consent AGAIN.

When the new associate responded, they completely ignored me.

It was at this point the chat application crashed AGAIN. I waited hours and did not receive the transcript I was promised. So I started another chat with support, hoping they could send me the transcript. AGAIN, I was ignored.

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This was by far the most unpleasant shopping experience I've ever had. I just wanted a simple price match to save $10 and Best Buy took an hour of my time, disrespected me, lied to me, ignored me. I'm a I have half a mind to post all this on Reddit/Twitter. Please let me know how Best Buy plans to make this right.

[JoshU-BBY Social Media Specialist]

Hi, doog1e,

Welcome to the Best Buy Forums!

I would also be frustrated with the amount of miscommunication there has been throughout this experience. From the screenshot you have posted it would appear that the PAC-MAN game does qualify for our Price Match Guarantee! I would like to be sure that this is all properly documented for you, as well as process the price match on the game. Can you send a Private Message with the information below so that I can look up your My Best Buy account, and get the order setup for you? You should be able to send a Private Message by clicking the button to the right of my signature below.

• Name
• E-mail Address
• Phone Number

[doog1e]

Josh,

I have no interest in price matching this item anymore. That's not the point. The point is I was treated so poorly by Best Buy Consumer Care associates. What steps will Best Buy take to prevent this from happening in the future? Will there be consequences for the associates who treated me so poorly? Will Best Buy compensate me for my wasted time and energy?

[JoshU-BBY Social Media Specialist]

My first priority is to get all of this properly documented for you, doog1e, I just wanted to make sure that we matched the price if you still wanted the game. If you could send a Private Message with the information requested above I will be able to look into the chats, and gather all of the pertinent information!

[bobberuchi]

Your post indicates it ships in 2 to 5 weeks. 

Price match is for in stock items

Actually it also goes against another policy.

• Products shipped from or sold by third-party sellers on websites.

This game  is being sold by BANDAI NAMCO, acccoring to your post.  Not being sold by Amazon. 

[doog1e]

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@bobberuchi wrote:

Your post indicates it ships in 2 to 5 weeks. 

Price match is for in stock items

Actually it also goes against another policy.

• Products shipped from or sold by third-party sellers on websites.

This game  is being sold by BANDAI NAMCO, acccoring to your post.  Not being sold by Amazon. 

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The item was in stock - in fact, it's arriving today.

If you look at the screenshot you'll see the item is shipped and sold by Amazon. I even circled it.

I was also told by multiple Best Buy employees - including Josh, in this thread - that the item is eligible.

[jdogg836]

I’m seeing the same thing as bobberuchi, I’m not sure if your photos are a collage or something else but the photo that shows shipped and sold by Amazon specifically lists Feb 8-9 as the delivery date as well as a banner that says “usually ships within 2 to 5 weeks”. When validating price matches, this is all we would have to go off of and while it may have changed after these screenshots were made the policy states that we only match in stock and readily available merchandise. Based on the screenshot, and applying the price match policy it would not qualify. That policy is published online here: https://www.bestbuy.com/site/help-topics/price-match-guarantee/pcmcat290300050002.c?id=pcmcat2903000...

With that said, a leader in any store or Josh as a corporate employee may make an exception to that rule. If they choose to do so, they should handle the adjustment themselves.